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  • Online Banking
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Enrolling and Signing In

What do I need to enroll in Online Banking?

You will need your:

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

Enroll Now

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.

First, make sure your browser is:

  • 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

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.

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.

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).

Can I use Online Banking to setup alerts to notify me about account activity?

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

Technical Information

Why did I get locked out of Online Banking?

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

  • Failed password check
  • Failed to answer security questions correctly
  • Failed computer authentication
  • Unable to authenticate yourself
What devices are supported with the KeyBank Mobile App?

The KeyBank mobile app is compatible with iPhone, iPad and iPod Touch devices running iOS 9 or above as well as Android Smartphone devices running OS 5 or above. KeyBank's Online Banking can also be accessed by visiting Key.com from a mobile browser.

Why do I keep getting automatically logged off?

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

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.

Viewing Account Information

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

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 800-539-1539 for additional options.

What information is available for credit cards in Online Banking?
  • 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

For technical questions regarding online banking, please call 800-539-1539.

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 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.

I don't see my current statement in Online Banking. How can I get it to appear?

Be sure to check the following:

  • Click here to log in and view your statement.
  • 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.

Transactions

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

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.

Why can't I see or edit my payee's address and phone number?

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.

Can I make multiple payments at once?

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

Can I edit or delete a pending payment or transfer?

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.

How do I transfer funds between my KeyBank accounts?

Transfers can be made in Online Banking and KeyBank’s mobile app. 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.

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

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.

How do I transfer funds to or from another bank?

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.

  • Within Online Banking, you will need to select an account, and then select the Transfer Money icon. Select the account you wish to transfer money to (all eligible accounts are in the External Accounts section). Enter an amount, determine date and accept the Terms and Conditions.

Note: there are monetary limits associated with the transfer.

  • Within 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

When will my funds be available?

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 EST will be available the next business day.
What should I do with my check after I deposit it?

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

Is there a limit on using mobile check deposit?

There is a limit on how much you can deposit using mobile check deposit in 30 days. For most checking and savings account, that limit is $5,000, and for our relationship checking and savings accounts, it’s $10,000.

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.

Are there any fees associated with using mobile check deposit?

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

Financial Wellness

What is HelloWallet?

HelloWallet, a KeyBank company, provides financial wellness tools and resources that can help you on your path to being more financially confident.

How do I enroll in HelloWallet?
  • Sign on to your KeyBank Online Banking account
  • Click on the HelloWallet link on the right side of the screen
  • Complete the easy enrollment steps

Personal Financial Management

What personal financial management (PFM) software does KeyBank support?

KeyBank supports PFM software from Quicken and QuickBooks. You can connect directly to KeyBank to download account balances and transactions, pay bills, and transfer funds.

What do I need to enroll in Quicken or QuickBooks?

To enroll in the Service, you must follow the Online Banking set up instructions on your software, complete the enrollment over the telephone or accept the terms and enroll online. To enroll you will need a valid social security number or federal tax identification number listed on each Activated Account.

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.
HelloWallet

Your Complete Financial Picture in One Place

March 2018 Your Complete Financial Picture in One Place
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Online & Mobile Banking

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March 2018 Directly Deposit Funds for Faster Access

Disclosures

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

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

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