Make a Mortgage Payment

Keep your budget on track knowing your mortgage payments are made on time, every time. Key has several convenient payment options for you to make your payments as quickly and easily as possible.

If you’re having trouble making payments on a KeyBank mortgage, home equity loan or home equity line of credit because of the coronavirus pandemic, you can ask for a deferral. For information on other assistance options, visit KeyBank Borrower Assistance.

KeyBank Mortgage Payment Options

Remember, your payment will be considered effective on the date it’s received, and payments made after the cutoff time will be effective the next day.

Online and Mobile Banking

Transfer funds, make a one-time payment or schedule a recurring payment in online banking or with the KeyBank mobile banking app. Online and mobile banking are secure, convenient and easy to use.

Pay by Phone

Make a payment using our automated system 24/7 or with a representative during business hours. Payments made by 11:59 p.m. ET will be effective the same day. (For example, if you're in the Pacific time zone, payments made until 8:59 p.m. are effective the same day, and payments made after that are effective the next day.) It may take up to 5 days to see your payment reflected in your account.

KeyBank Customer Service
1-800-KEY2YOU® (539-2968)

For clients using a TDD/TTY device: 1-800-539-8336
Monday to Friday 8:30 a.m.–8 00 p.m. ET

Pay in a Branch

Visit a branch to make your payment and it will be effective the same day. It may take up to 5 days to see your payment reflected in your account.

Pay by Mail

To send your payment by check, include your payment stub and write your account number on your check’s memo line. To be sure your payment is received on time, allow 7–10 business days before your due date.

KeyBank Mortgage Payment Processing
P.O. Box 94588
Cleveland, OH 44101-4588

Mortgage Payments

If your account is not overdue beyond 60 days, please contact us at 1-866-325-9677. If your account is more than 60 days past due, please contact us at 1-866-325-9653.

If you missed a payment, please contact us at 1-866-325-9677.

To change an address, the primary mortgage holder can call 1-800-422-2442 or use the form on the back of the detachable stub that comes on your monthly mortgage bill.

Yes, you must still make your payment. If you want to, you can view and print copies of your monthly statement in KeyBank online banking.

You can pay your bill through online or mobile banking, by phone, by mail or at a nearby branch, without having your statement with you.

To confirm the monthly payment amount, call mortgage customer service at 1-800-422-2442.

If you would like to make your payment by mail, write your account number on your check and mail your payment to:

  • KeyBank Mortgage Payment Processing
    P.O. Box 94588
    Cleveland, OH 44101-4588

Most of KeyBank’s mortgages are due on the 1st of the month, but please refer to your loan closing documentation, first payment letter or monthly statement to confirm your payment date, or call mortgage customer service at 1-800-422-2442.

No. Your monthly payment must be drafted from a checking or savings account.

In certain situations, we will accept a partial mortgage payment. However, it cannot be applied to your loan until we have received enough funds to satisfy a regular payment. To learn about your options, call mortgage customer service at 1-800-422-2442.

If you are having difficulty making your payments, visit our Borrower Assistance. We may have a program available to assist you.

Once your regular payment has been satisfied, any additional funds left over will be applied to your mortgage as a "Principal Only" payment. Note, we can only process the principal payment if your current month’s payment has been received, your loan is not delinquent and you have no outstanding fees.

Late charges and grace periods vary in accordance with the mortgage note. Most mortgage payments are due on the 1st of the month and have a 15-day grace period. If your payment is not received before the grace period ends, a late charge will be assessed at the end of business on the 16th day.

Hardships can come in many forms. Unemployment, decrease of income, declining property value, divorce, injury or illness – these are all considered hardships. If you are experiencing a hardship that is making it difficult for you to pay your bills, there may be help.

If you are having difficulty making your payments, visit our Borrower Assistance page. We may have a program available to assist you.

If your mortgage payment is returned due to insufficient funds, we will send a letter to notify you that your payment has been returned. You will need to use a different payment method (like making your payment at a local branch or paying by phone) to make up this payment. Once your loan is current, the Auto-Pay will go back into effect on the next scheduled payment date.

You can easily change additional principal amount, use a different account or cancel your existing Auto-Pay in online and mobile banking. You will also receive an Auto-Pay confirmation email along with mailed letter on any updates performed on your account.

Auto-Pay Questions

Auto-Pay lets you set up automatic and recurring payments from a deposit account, such as a checking account, to your mortgage account. When you set up Auto-Pay, you can choose from two types of automatic payments:

  • Regular payment due
  • Regular payment due and additional principal

It’s easy to set up Auto-Pay or adjust your payment election anytime in online banking.

Here’s how:

  • Sign on to online banking
  • From your account dashboard, choose the KeyBank mortgage loan that you want to set up the Auto-Pay for
  • Select "Manage Auto-Pay" and follow the prompts

For mortgage loans, only payment due date can be selected while setting up Auto-Pay. If payment due date falls within 3 business days, Auto-Pay will begin with your next payment due date.

Auto-Pay will start on the effective date shown on the review screen. Once you submit, it will also be communicated via email and mailed letter.

To be sure your payments are made on time, you should continue making them until you receive confirmation from KeyBank that your setup was successful.

Once the Auto-Pay is fully processed and not returned for insufficient funds, your mortgage account will be credited as of the payment date.

If you select a payment date that falls on a weekend or holiday, the payment will be effective dated to the due date. If the account you send the payment from is held at KeyBank, we’ll withdraw the funds for your payment on the business day after that weekend or holiday.

If the account you send the payment from is held somewhere other than KeyBank, the withdrawal will generally occur after the payment date, but the exact timing depends on your financial institution’s processing schedule.

Auto-Pay will automatically pull the new total amount due without any updates needed.

Auto-Pay will not draft the final payment.

Electronic Statements

Electronic statements are available online for your convenience and the safety of your account information. There are no fees to receive your statements online. When you receive them electronically, you reduce the risk of identity theft, eliminate having to store them, and get immediate access to view, print or save statements/documents.

  1. Sign on to KeyBank online or mobile banking.
  2. Select the mortgage account.
  3. At the top of the screen, select "statements."
  4. Change the "Enroll in Paperless Statements" toggle to on (green) and read and agree to the "online statement and document delivery authorization" disclosure.

Once you’re enrolled, your statements will no longer be mailed to you in paper form. You may change your preferences at any time by following the above steps and clicking the toggle button again.

Payoff Information

The best way to pay your loan off more quickly is to make additional principal payments in addition to your required minimum payments. This will save on interest and shorten the length of time required to pay off your loan in full. If your account is current and you satisfy the required minimum payment, any additional payment you send is applied to the principal balance on your loan. If you prefer, you can also use the transfer feature in online banking and select "Principal Only." As a reminder, principal-only payments do not satisfy your required payment for the cycle and your regular minimum payment is still due.

For more information regarding payoff, call mortgage customer service at 1-800-422-2442.

A paid-in-full letter is mailed 7 business days after the loan payoff is posted to the account. Additional documentation will be mailed in accordance with state guidelines.

A check will be issued within 20 business days of the date your loan is paid in full.

Yes. It is important that you continue to submit your monthly payment as you normally would. If your payment is submitted using our ACH program, notify us at least 3-5 days in advance of the next scheduled draft so your ACH can be canceled. Should the payment be deducted from your bank account after your loan is paid in full, we will return it to you within two weeks.

Moving On and Moving Up

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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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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