Online Banking

 

Online Banking FAQs

Account Activity

Why is the amount in "Pending Activity" in Online Banking higher than the amount I signed for when using my debit card?

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).

Example: At a restaurant, an authorization is requested and includes an estimated tip amount. You decide to pay the tip in cash so the final purchase amount will be less than the amount authorized.

How long after I make a deposit do the funds become available?

Deposits made before the displayed branch or ATM cut-off time will be credited to your account the same business day. Deposits made after the cut-off time or on a non-business day will be credited to your account on the next business day. Business days are Monday – Friday, except for banking holidays. Cut-off times for most KeyBank branches are 4 p.m. Monday – Thursday and 6 p.m. Friday, local time. Cut-off time for ATM locations is 7 p.m., local time. Cut-off times are displayed in all locations.

In some cases, it may be necessary to place a hold on your deposit. For case-by-case holds, the first $200 of your total deposits on any day will be available the first business day after the business day of deposit, but the remainder of the deposit may not be available for two business days. For your convenience, Online Banking displays details of the hold. If you have additional questions, please call 800-KEY2YOU (800-539-2968).

How do I stop payment on a check I wrote and is there a fee to do so?

You need to provide the check number, the amount of the check, the date the check was written, and the payee name. You can request a stop payment via Online Banking, by calling 800-KEY2YOU (539-2968), or by going to your local branch. The stop payment will remain in effect for six months. The stop payment fee ranges from $27 to $34 to place a stop on one check or a range of checks in sequence. There is no fee for lost or stolen blank checks.

When will the funds from a direct deposit be available?

Funds from your direct deposit are completely available to you after 8 a.m. (local time) on the effective date of the deposit. The effective date is created by the person making the direct deposit. In Online Banking, your available balance will be updated with your direct deposit on the effective date and you can view it in Pending Activity.

I have an unauthorized direct withdrawal on my account. What should I do?

Contact KeyBank as early as possible to initiate a dispute. Disputes may be initiated by email via Contact Us in Online Banking, by calling 800-KEY2YOU (539-2968), or by visiting your local branch. You must provide the account number, date of the transaction, the amount, and the merchant/transaction description and will be required to complete and return an affidavit form. We can either mail or fax the form to you. Once we receive your fax number or mailing address, we will initiate a dispute for the direct withdrawal. Your dispute cannot be completed until the signed form has been returned. Within 10 days, we'll notify you of our findings.

Can I set up alerts to notify me about account activity?

Yes, you may select to receive specific email and mobile alerts for specific accounts. This option is available through the Self Service tab in Online Banking. If you are not an Online Banking customer, you can sign up for Mobile Alerts and Text Messaging by calling 866-798-4109.

Enrollment and Sign On

What do I need to enroll in Online Banking?

Enrollment only takes a few minutes. You will need your Social Security number or Tax ID, your email address, and either your account number or ATM/debit card and PIN. Learn about the benefits of enrolling in Online Banking.

Why am I unable to bring up the sign on or enrollment page for Online Banking?
There could be a few reasons why you are not seeing the page. Please try these tips below:
  • Check to ensure you have met the browser and encryption requirements for Online Banking.
  • Refresh the cache on your browser for Internet Explorer, Firefox, or Chrome. To refresh your cache:
    • In Internet Explorer: Go to "Tools" and select "Internet Options." On the General tab under “Browsing History” click “Delete”.    Verify the Cookies option is unchecked and select “Delete”.
    • In Firefox: Go to Tools and select Click “Clear Recent History.  Verify cookies are unchecked and select “Clear Now”.
    • In Chrome: Select History under the “wrench” tool at the end of the Address Bar and click “Clear all browsing data”.
  • Try an alternate browser or upgrade your existing browser to the most recent version.
  • Restart your computer.

Still have a problem with Online Banking? Call 800-539-1539.

I received an email alert that my password changed, but I didn't change it. What do I do?

Contact us immediately at 800-539-1539 to report the email.

Online Banking Security

Is Online Banking secure?

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

How can I protect myself from email fraud?

Education is the best defense. Know that KeyBank will never ask for private information via an email. Learn more about email and Internet-related fraud.

Technical Information

Why do I get locked out of Online Banking?

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

  • Failed password check
  • Failed to answer security questions correctly
  • Failed computer authentication
  • Extensive use of security questions to gain access
  • Unable to authenticate yourself
What is cache and what are the recommended settings?

Cache is a temporary holding place in your computer memory labeled "temporary internet files." As you visit internet sites, certain pieces of the page, such as graphics, are stored in cache. Your browser looks for pieces of the page that could be stored in cache to be more efficient when loading and re-loading sites you often visit. Due to the real-time nature of Online Banking, certain settings could cause your browser to store old account information from its cache instead of the new information from the site. View recommended settings.

What are the browser requirements and how do I determine my current settings?

Internet Explorer 7.0 or higher and Firefox 2.0  or higher, and Chrome 16.0 or higher are supported. The browser must be set to accept cookies and JavaScript MUST be enabled. Learn more about browser requirements.

Why do I keep getting automatically logged off?

Your browser setting may be conflicting with Online Banking. Try the following troubleshooting tips:

  • In Internet Explorer: Go to "Tools" and select "Internet Options." On the General tab under “Browsing History” click “Delete”.    Verify the Cookies option is unchecked and select “Delete”.
  • In Firefox: Go to Tools and select Click “Clear Recent History.  Verify cookies are unchecked and select “Clear Now”.
  • In Chrome: Select History under the “wrench” tool at the end of the Address Bar and click “Clear all browsing data”.

Transactions

My payee hasn't received my bill payment. What are my options?

You can file a dispute online eight or more days after the payment was made by selecting the Dispute this Payment link next to the payment on the payee's Payment History screen. If the link is not available, you can call us at 800-539-1539. Within 10 days, we'll notify you of our findings. With our Bill Pay Guarantee, if there is an issue with a payment, we will research and take corrective action - even if it means paying late fees.

If I use Bill Pay, will my payment be guaranteed by my due date?

To ensure that your payments will be received accurately and posted by your payee, follow the guidelines in our Bill Pay Guarantee.

How do I transfer funds between my KeyBank accounts?

In Online Banking, go to Payments & Transfers and select Schedule Transfer. Most transfers completed in Online Banking between your accounts are completed immediately. You can set up single or recurring transfers.

Can I pay my loan or line of credit from a non-KeyBank account?

Yes, use the Make Payment button on Account Details. Payments from non-KeyBank accounts take two days to process but are backdated to the date the payment was made. Payments processed from KeyBank using Bill Pay or Funds Transfer are guaranteed and process the same day.

How do I transfer funds to/from another bank?

From Payments & Transfers, select Add Transfer Account. Once the account is added and confirmed, it can be used for transfers. To complete a transfer, go to Payments & Transfers and select Schedule Transfer. You can set up single or recurring transfers.

Viewing Account Information

Can I view both my personal and business accounts online at the same time?

Yes, if you are a sole proprietor using the same SSN/TIN for both personal and business accounts. If you have different SSN/TINs, contact Customer Service at 800-539-1539 for additional options.

What information is available for credit cards online?

Additional credit card details are located within our Key Credit Card Online Banking website. This site provides access to view detailed credit card information and allows you to sign up for additional features. Some of the new features offered include:

  • Current balance and available credit information
  • Online credit card Statements
  • Current transaction details, plus the ability to download transaction history
  • Access credit card rewards information(if applicable)
  • Payment options, including the ability to make a payment from a non-KeyBank account (8:00pm ET cut-off if completed on this site) and establish AutoPay
  • Request a credit line increase or balance transfer

For technical questions regarding the Key Credit Card Online Banking website, please call 877-334-0460.

Should I keep a ledger if I use Online Banking?

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 ledger. 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.

Does KeyBank offer Mobile Banking?

Yes, KeyBank offers Mobile Banking, Mobile Alerts, and Text Messaging. Visit m.key.com from your BlackBerry®, Android®, iPhone®, smartphone, or any web-enabled mobile device and sign on to Mobile Banking using your Online Banking user ID and password. You can view account balances and details, pay bills, transfer funds between your accounts, and locate a Key Branch or ATM. Mobile Alerts and Text Messaging are available for any text-enabled phone. You can enroll in this service via Online Banking (select Sign Up on the Mobile Settings tab under Self Service) or by calling 866-798-4109.

I am enrolled in Online Statements, but I don't see my current statement. How can I get it to appear?

Be sure to check the following:

  • 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.
  • Has your email address recently changed or is your inbox full? If we receive notice twice that an Online Statement notification was not delivered, you are automatically unenrolled from Online Statements and you will receive a paper copy.
  • Because the statement appears in a new browser, check if the Statement window is behind the Online Banking window.
Why can't I see my credit card's due date?

Currently, due date is not available online for credit card accounts. Your due date is available on your statement or by contacting us via the phone number on the back of your card.

Personal Financial Management

What is Personal Financial Management?
Personal Financial Management (PFM) is a software package you can purchase to track and analyze your accounts. You can connect directly to KeyBank to download account balances and transactions, pay bills, and transfer funds. Supported software is Quicken and QuickBooks.
What do I need to enroll in Quicken or QuickBooks?
Complete the enrollment form on key.com. You will need your account number, Social Security number or tax ID, and the version of software you will be using. Enrollment is not immediate. Learn more about the enrollment process.
Why can I no longer download my credit card transactions into my software?
To download credit card transactions you will need to sign on to Key's Online Banking and select Download Transactions. You will be able to download credit card transactions into your Quicken software. Quickbooks download for credit card information is not available at this time.