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When you want to make a payment on your KeyBank mortgage, we have several convenient ways for you to pay, depending on the type of loan you have.

Payment Options Based on Loan Type

Payment OptionsKeyBank MortgagesAccount Number Beginning with #5
Pay by Phone


For customers using a TDD/TTY device (to provide service to our hearing impaired clients), please use 1-800-539-8336

Monday through Friday
8 a.m. to 8 p.m. EST

Note: There may be a fee applied to pay by phone.

Use Speed Pay by calling 1-800-936-8528
(select option 2)

Monday through Friday
9 a.m. to 8 p.m. EST

Pay by Mail

Mail your payment to:
KeyBank National Association
P.O. Box 94588
Cleveland, OH 44101-4588

Note: This address is also listed on your monthly payment coupon.

Mail your mortgage payment to the address indicated on your monthly payment coupon.

Pay Online or Set Up Auto Payment

To pay mortgages online, you may use KeyBank’s Online Banking. Just select your mortgage account and click “Pay Now”.

You may also make mortgage payments by setting up an automated transfer from a checking or savings account. To setup a transfer, please complete the following Authorization form. Forms are also available at your local KeyBank branch or by calling 1-800-KEY2YOU®.

Sign into the Mortgage Center to pay your mortgage online.

Pay at a Branch

You can make your mortgage payment at a local branch. Find a branch near you.

Not available

Notice of Error or Information Requests

You have certain rights under Federal law related to resolving errors and requesting information about your mortgage loan. If you think KeyBank has made an error in servicing your loan, or you would like to request information relating to the servicing of your loan, please notify us in writing of the alleged error or requested information. To do so you must follow the procedures described below:

  1. Write your request on a piece of paper separate from your statement or bill, and include:
    • Customer name, mortgage loan account number and address; and
    • The error to be researched and/or the information being requested, which relates to your mortgage loan.
  2. You must send your written request to:
    KeyBank National Association
    Attn: Client Services
    P.O. Box 5788
    Cleveland, OH 44101

Answers to Common Mortgage Questions

I have a loan application that’s being processed. Where can I get answers about it?

You should contact your Loan Officer, who will be happy to give you the most up-to-date status of your mortgage.

Where can I find my loan number?

Your closing documents will have your loan number. You may also contact your Loan Officer for that or any other questions.

When are my payments due?

Most mortgage loans are due on the 1st of each month. You may refer to your loan closing documentation, first payment letter, mortgage statement or coupon book to confirm your payment date.

I have become an owner of a property with a KeyBank loan. How can I obtain information about the loan?

A person who acquires an ownership interest in a property with a KeyBank loan through certain transfers may be deemed a “successor in interest.” These can include ownership interests transferred through a borrower’s death, divorce, separation, or from a family member. A person’s status as a “successor in interest” may entitle them to receive certain information and documentation about the loan. Alternatively, the borrower may have to authorize you to act on their behalf or to receive information about the loan.

For questions related to these types of ownership transfers, please call us at 1-866-325-9653 Mon-Fri: 8:00 a.m. - 5:00 p.m. EST.

I need help making my loan payments. Who can I contact for assistance?

Hardships can come in many forms. Unemployment, decrease of income, rising expenses, interest rates and/or payments, declining property value, divorce, injury or illness – these are all considered hardships. If you are experiencing a hardship that is making it difficult for you to pay your bills, there may be help.

Student loans: 1-800-877-2860
All other loans: 1-866-947-2610 TTY: 1-800-539-8336
Mon-Fri: 8:00 a.m. - 5:00 p.m. EST
For additional assistance information, visit Borrower Assistance.


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