Bill Pay FAQs

Frequently Asked Questions on the Bill Pay Upgrade

"Everyone I pay" does not have a payee from the old version of Bill Pay. Why?

This could happen for two reasons:

  • Only payees paid within the prior 18 months were converted
  • Payees marked "Inactive" were not converted
Why is my payee's address different?

Information may have changed to ensure the fastest, most direct delivery of your payment. Electronic delivery may require an alternate address. This information has been updated for you.

Why do some of my payments take longer to arrive?

Most payments will arrive faster; however, it is possible due to the changes with Bill Pay, some payments may no longer be sent electronically and therefore will take longer to arrive. All payments are covered by our Bill Pay Guarantee.

Why are my payments posting to my account earlier?

Your available balance will reflect scheduled bill payments at the start of business on the day they are to be sent. You no longer have to wait until the end of the day to see your available balance update.

I do not see icons indicating if a payment is electronic or paper. Can I find out how my payment will be sent?

Yes. When scheduling a payment, the "Guarantee By" date indicates the processing method:

  • 2 days = electronic payment
  • 4 days = paper check payment
Why are payees that I did not create showing up in my "Everyone I pay" list?

To ensure immediate payment processing on KeyBank Cash Reserve Credit (CRCs), home equity loan/lines, installment loans, and unsecured loans/lines accounts, we automatically set up the payee for you. Note: If you wish to delete the payee, select Options > Delete payee. Once deleted, the payee will no longer appear in "Everyone I Pay."

How do I view payment history for a payee?

View 30, 60, or 90 days of history in Payment Activity. Use the Reports tool to view history beyond 90 days. After conversion, six months of history will be available immediately building to 18 months by the end of the month. Note: Payment history will continue to build to 24 months.

How do I set up the reminder on the payee to "count down" to when a payment is due?

There are several tools available for setting up the due date:

  • Set up an auto-pay/recurring rule for the payee. The payment frequency drives the due date
  • Set up an eBill. The due date is set based upon the date in the eBill
  • Set up a due date when adding a payee via Due Date Advisor tool
  • Add a due date on any payee. Select Options > Edit Payee Detail > Due Date Advisor
Why can't I pay multiple payments at once?

You can! Below your payees, click on "Want to make more payments at a time?" Note: Online Banking will default to your last view.

How do I change or cancel a scheduled payment?

Cancelling a payment can be done by selecting the payment in Payment Activity and selecting "Modify this payment" or "Cancel this payment." You have until 7 p.m. ET on the day of the scheduled payment to cancel or modify it.

What is the difference between a note and a memo?

A note is a message for your personal records and won't be sent with the payment. A memo is only available for paper check payments and will be viewable by the payee.

Do you offer expedited payments and is there a fee?

Yes, expedited payments are available for $9.95 and are delivered the next business day.

I called the merchant and they have not yet received my expedited payment. I thought Key promised next-day delivery?

Payments may take up to one day to be delivered. Based on partnerships with payees, expedited payments will be back-dated to the previous business day.

Why do different eBills require different information to set up an eBill?

Each payee may require different identifying criteria based on the information needed during online enrollment on their website.

Why are eBills not available for all my payees?

eBills are only available for payees that offer online statements through their website.

How do I pay my eBill automatically?

To setup your payment rules, select Options > Set up Auto-Pay >Set Auto-Pay in response to an eBill. You can set up to pay full balance, pay minimum amount due, etc. When an eBill arrives, your payment is automatically scheduled and appears in Payment Activity. Note: It is not required to set up auto-pay rules to receive eBills in Bill Pay.

What are the eBills status notifications?

Your eBill status can be:

  • Want eBill? — This payee offers eBills
  • eBill Soon — A request for a new eBill has been made but not yet received
  • View eBill — eBill received. Your statement is available to view
  • eBill Error! — There is a problem retrieving an eBill that requires your attention. Select eBill Error to view the details of the error
How do I use the "Track my Balance" feature?

Use this feature to view how scheduled payments will affect your balance. Change the date and watch your balance adjust. To see even more information, click "Show me the details" to see payments through the as-of date.

I used to see my payees and payments in both Online Banking and Key Business Online®. Why don't I see them in both anymore?

Previously scheduled and future-dated payments will only display in the service where they were scheduled. In addition, any new payees that are added will only be viewable within Online Banking or Key Business Online®, whichever service was used to create the payee.