Online & Mobile Banking FAQs

Get all the details and quick, helpful answers to your top questions.

Enrolling and Signing In

You will need your:

  • Social Security number or Tax ID
  • Email address
  • Your account number OR debit card and PIN

Enroll Now

There could be a few reasons why you are not seeing the page.

First, make sure your browser is:

  • At least Microsoft Edge 18, Safari 11, Firefox 83, or Chrome 80 (Internet Explorer will no longer be supported.)
  • 128-bit encryption
  • Set to accept cookies
  • Set to JavaScript enabled

If the above requirements are met and you still don’t see the sign on or enroll options in online banking, try an alternate browser or upgrade your existing browser to the most recent version.

Still have a problem with online banking? Call 1-800-539-1539. Clients using a TDD/TTY device: 1-800-539-8336

You can securely unlock your account quickly and easily online.

Unlock Account

There may be times when unlocking an account online isn’t possible. For example, if the phone numbers we have on file aren’t accurate, we will not be able to text or call you with a one-time passcode. To help restore your account access quickly and securely, we can also verify your identity and unlock your account by phone. Contact us at 1-800-KEY2YOU® (539-2968). Clients using a TDD/TTY device: 1-800-539-8336.

Contact us immediately at 1-800-539-1539. Clients using a TDD/TTY device: 1-800-539-8336

Account Activity

Some merchants, such as restaurants, hotels, or car rentals may estimate your final bill or add an estimated tip and request authorization for this higher amount. The authorization will reduce your available balance until a final transaction from the merchant is processed (typically 2-3 days).

Yes, you may select to receive specific email and mobile alerts for accounts from your Account Summary page in online banking.

Technical Information

For your security, we may lock access for any of the following:

  • Failed password check
  • Failed to answer security questions correctly
  • Unable to authenticate yourself

The KeyBank mobile app works with iPhone 6S and 6S+ and newer, devices running iOS 12+ or newer, and with Android smartphones running OS 8.0 and up.

You can also use smartphones to sign on to online banking at Key.com. For the best online banking security and experience, we recommend using the most recent version of the browsers Safari, Chrome, or Firefox, although up to three versions earlier may also work.

You can use a laptop or desktop computer to sign on to KeyBank online banking. For the best online banking security and experience, we recommend using the most recent version of the browsers Safari, Chrome, Firefox or Microsoft Edge, although up to three versions earlier may also work.

Microsoft Explorer is not supported.

Your browser setting may be conflicting with online banking. Make sure your browser meets the technical requirements for online banking.

To meet the technical requirements for online banking your browser must be:

  • At least Internet Explorer 11, Microsoft Edge 12, Safari 9, Firefox 3, or Chrome 58.
  • 128-bit encryption
  • Set to accept cookies
  • Set to JavaScript enabled

We believe that your device is either jailbroken (Apple iOS) or rooted (Android), putting you at risk. If it were to become lost or stolen, someone could more easily access your KeyBank accounts and other personal information.

For security reasons, we needed to disable these features. Sign on securely anytime by entering your User ID and Password.

It means someone changed the settings on your device to remove restrictions set by the manufacturer. For example, an iPhone that's been jailbroken can download apps that aren't available from the App Store or approved by Apple.

While they have similar meanings, "jailbroken" is the term for Apple devices, while "rooted" refers to Android.

Online Banking Security

KeyBank takes information security seriously and is committed to protecting your personal financial information. Learn what KeyBank is doing to enforce online banking security.

Viewing Account Information

We've made it easier for you to get a full view of your finances by putting all of your account info more prominently so you can see an overview of your account summary.

You can also use the Linked Accounts tile to link all of your accounts, even non-KeyBank accounts including other bank accounts, investment accounts, loans, etc. to conveniently see all of your money in one place.

Yes, if you are a sole proprietor using the same SSN or TIN for both personal and business accounts. If you have different SSN or TINs, contact Customer Service at

1-800-539-1539 for additional options. Clients using a TDD/TTY device: 1-800-539-8336

  • Account balance information, payment amount and due date
  • Account alerts
  • Online credit card statements
  • Transaction details, plus the ability to download transaction history
  • Payment options, which include same-day payments from a transfer or bill pay, the ability to make a payment from a non-KeyBank account and establishing AutoPay
  • Request a balance transfer for lower interest rate or to consolidate debt
  • Free access to your FICO® Score

For technical questions regarding online banking, please call 1-800-539-1539. Clients using a TDD/TTY device: 1-800-539-8336

Online banking is a convenient way to view your KeyBank accounts and perform many activities. However, keep in mind it is a tool to use in conjunction with your own records. Transaction balances may not reflect your available balance and should not be used when considering future transactions. Transaction balances represent the balance after cleared activity has posted to your account. The displayed balance will not include outstanding checks or pending activity.

Be sure to check the following:

  • To view your statement, sign on.
  • Do you have Adobe Acrobat installed on your computer? If not, download a free version.
  • When opening in Adobe Acrobat Reader, be sure to open the document with Protected Mode disabled in order to view your statement.
  • Because the statement appears in a new browser, check if the statement window is behind the online banking window.

Checks you’ve written
In online and mobile banking, you can view images of checks you’ve written once they have cleared.

Checks you’ve deposited
You will not see images of checks that you have deposited, but you will see the dates and amounts of those deposits. Also, if you deposit checks at an ATM, you have the option to have images of those checks printed on the receipt.

During the past several years, we've set out to incorporate new technologies to help our clients manage their money - safely, easily, and conveniently - whether at home or on the go.

With new and enhanced money-managing features being introduced through KeyBank's online and mobile banking platforms, we have made the decision to discontinue our Text Banking service.

What you can do to access your account information digitally.

Go mobile. Do everything you did with Text Banking and more. Make deposits, monitor transactions, check balances, make payments, and receive alerts with your smartphone. Download our mobile app.

Bank online. Sign on to online banking for 24/7 account access to check balances, pay bills, and transfer money. Enroll here if you haven’t already.

Learn more. If you’re not already familiar with all the great digital banking tools and resources available to you, check out these how-to-videos.

Linking Non-KeyBank Accounts

Eligible accounts for linking to KeyBank online and mobile banking include checking, savings, credit cards, loans and investments. There isn’t a maximum number of accounts you can link.

You can easily view all of your linked account balances in online and mobile banking. You’ll find the Linked Accounts tile on the Account Summary page of your KeyBank online and mobile banking profile. With linked accounts, you’ll be able to use My Financial View to instantly see your net worth.

Account information is only as fresh as the time shown, which reflects when the information is obtained from other sites. Such information may be more up-to-date when obtained directly from the relevant sites.

These are separate account listings, and you can only view balances from the accounts in the Linked Accounts tile.

You can close or delete an account under the Manage Account button. Closing it will stop the updating of balances and transactions. Deleting it will stop the updating of information and completely remove all balance and transactions information on file.

Click the “Manage Accounts” button within the Linked Accounts tile. This link will allow you to change your credentials. In addition, changes at the financial institution will not automatically be reflected here. You would need to make those updates here.

Yes, simply select “+ Link More Accounts”.

We use the latest encryption and security technology so no one has access to your personal information or funds.

We support more than 12,000.

Use the search bar to find it. If your financial institution isn’t supported through the Linked Accounts tile, you can request to have it added by contacting our support team. Call us.

1-800-539-1539

Monday–Friday, 7:00 a.m.–Midnight ET
Saturday–Sunday, 8:00 a.m.–9:00 p.m. ET

Clients using a TDD/TTY device: 1-800-539-8336

Yes. You can link accounts or import transactions into Quicken or QuickBooks from KeyBank digital banking.

For Quicken users:
Link your KeyBank and Quicken accounts using Express Web Connect (when 3rd Party Access is enabled), or import KeyBank transactions to Quicken using Web Connect or Quicken File eXchange.

How to connect to Quicken

Quicken Windows:

Quicken Mac:

For QuickBooks users:

Quickbooks: Import Transactions with Web Connect or Quicken File eXchange

How to connect to QuickBooks:

How do I enable 3rd Party access in KeyBank digital banking?

To turn 3rd Party Access on and off, select the toggle in KeyBank digital banking.

  • KeyBank online banking or KeyBank Business Online: The 3rd Party Access toggle is under User Profile, then Security Center.
  • KeyBank mobile app: the 3rd Party Access toggle is under More, then Security Center.

Transactions

KeyBank offers a Bill Pay Guarantee, to ensure your payments are received accurately and on time. Double check the amount and schedule your:

  • Electronic payments at least 2 business days before the due date.
  • Check payments at least 4 business days before the due date.

If payments are made within the above guidelines of the guarantee and KeyBank does not properly complete a bill payment on time or for the correct amount, KeyBank will pay any late fees and finance charges that result solely from that failed bill payment and send any correspondence necessary to rectify credit reporting.

If you cannot see or edit the address and phone number for a payee, it means that KeyBank has a relationship with that payee and keeps that information updated for you.

Yes. Sign on to online banking and within Bill Pay select Access Additional Bill Pay Features, then follow the prompts.

Yes. In online banking, upcoming activity is displayed in the account details page of each account. Select the payment to edit or delete it. Scheduled payments can also be canceled from the mobile app by selecting the + button and Activity icon. Select the payment you wish to cancel in the Bill Payments menu.

Transfers can be made in KeyBank online and mobile banking. Same day transfers between your KeyBank accounts are completed immediately – if you chose a future and recurring transfer, it will be completed in the morning. See below for making a transfer using online banking or the mobile app:

In online banking, select the:

  • Account you want to transfer from
  • The transfer money icon
  • Account you want to transfer to
  • Then, make your transfer

In the mobile banking app, select the:

  • Transfer icon
  • Account you want to transfer from
  • Account you want to transfer to
  • Then, make your transfer

Note: You cannot edit or cancel scheduled or recurring transfers in the mobile app, but you can in online banking.

Yes, use the Make a Payment action button on the Account Details page. Payments from other financial institutions may take a few days to process. Payments processed from Key using Bill Pay or funds transfer are guaranteed and process same day. Credit Cards take an extra day to process but will be backdated to the original date.

In online banking, you will first need to add an account. From within any account, select the Transfer Money icon and choose Add An Account. Once the account is added and confirmed, it can be used for transfers. You can set up same day/future dated/recurring transfers in either online banking or the mobile app.

  • Sign on to online banking, select an account, and then the Transfer Money icon. Select the account you wish to transfer money to (all eligible accounts are in External Accounts). Enter an amount, determine the date and accept the Terms and Conditions.

Note: There are monetary limits associated with the transfer.

  • In the mobile app, you will need to select the Transfers icon from within the action button menu. Make your transfer.

Note: You cannot edit or cancel scheduled or recurring transfers in the mobile app, but you can in online banking.

Mobile Deposit

Your deposit will be verified before funds become available, and when you make a deposit, you will be able to follow its progress in online and mobile banking.

  • Deposits made by 11 PM ET will be available the next business day.

Hold on to your check for 14 days after you’ve made the deposit. Then, you can destroy it.

There is a limit on how much you can deposit using mobile check deposit. For more information, visit KeyBank Mobile Deposit Limits.

If you deposit your maximum at one time, you’ll have to wait until the 30 days is up to use mobile check deposit again. You’ll notice a reminder of how much you can deposit when you select the deposit option in the mobile app.

We do not charge any fees for using mobile check deposit. You may have fees for mobile use charged by your wireless carrier.

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IOS®, iPhone®, iPad® and iPod® Touch are registered trademarks of Apple Inc. All rights reserved.

Androidtm is a trademark of Google Inc. Use of this trademark is subject to Google Permissions.

Quicken® and QuickBooks® are registered trademarks of Intuit Inc.

call us

Call Us

1-800-KEY2YOU® (539-2968)

Clients using a TDD/TTY device:
1-800-539-8336

Clients using a relay service:
1-866-821-9126

Schedule and Appointment

Schedule an Appointment

Talk to a Branch Manager in your neighborhood.

Schedule an appointment now

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Find a Branch or ATM

call us

Call Us

1-800-KEY2YOU® (539-2968)

Clients using a TDD/TTY device:
1-800-539-8336

Clients using a relay service:
1-866-821-9126

Schedule and Appointment

Schedule an Appointment

Talk to a Branch Manager in your neighborhood.

Schedule an appointment now