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.
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).
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.
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.
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.
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 only takes a few minutes and can be completed online or with your mobile device (with the KeyBank mobile app). 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.
Still have a problem with Online Banking? Call 800-539-1539.
Contact us immediately at 800-539-1539 to report the email.
KeyBank takes information security seriously and is committed to protecting your personal financial information. Learn what KeyBank is doing to enforce Online Banking security.
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.
For your security, we may lock your access for any combination of the following:
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.
Your browser setting may be conflicting with Online Banking. Try the following troubleshooting tips:
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.
To ensure that your payments will be received accurately and posted by your payee, follow the guidelines in our Bill Pay Guarantee.
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.
Yes, use the Make Payment button on Account Details or Make Loan Payment in Payments & Transfers. 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).
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.
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.
Additional credit card details are located within our Online Banking website. Improvements include:
For technical questions regarding Online Banking, please call 800-539-1539.
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.
Yes, KeyBank offers mobile apps for iPhone®, iPad®, and Android™ devices and the Amazon Kindle tablet. You can also visit m.key.com from 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.
Be sure to check the following:
†Available for iPhone®, iPad®, iPod® Touch, Android™, Windows® 8, Blackberry® and Amazon Kindle mobile devices, or phones equipped with a supported mobile web browser.
Android™ is a trademark of Google Inc. Use of this trademark is subject to Google Permissions.
Amazon, Kindle, and Fire are trademarks of Amazon.com, Inc. or its affiliates.
iPhone® , iPad®, and iPod® Touch are registered trademarks of Apple Inc. All rights reserved.
BlackBerry®, RIM®, Research In Motion®, SureType®, SurePress™ and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world. Used under license from Research In Motion Limited.
Microsoft® Windows® 8 and related trademarks, names and logos are the property of Microsoft and are registered and/or used in the U.S. and countries around the world. Used under license from Microsoft. KeyBank is not endorsed, sponsored, affiliated with or otherwise authorized by Microsoft.