KeyBank Mobile Banking Reviews

Like many others using KeyBank, I too had all the same lack of device recognition and inability to access my accounts.
A very efficient Key phone rep recommended that I delete KeyBank and then re-download from KeyBank Store. That solves the problem (the new app version includes a bug fix that resolved the issue). When asked if there was anything else she could do, I asked if there were a way I could combine my business accounts to the same login, so I was transferred to another adept rep who talked me through and now all my business as well as personal accounts are on the same app !!
GREAT HELP ! ( PS the Business Accounts Rep had been getting calls all week with the ‘unrecognized device’ issue but he had not yet been appraised by Key Technology on the method to fix the problem !! Key IT needs to give all their reps the tools to do their work properly. They are our only link to fixing our problems and they do a good job at it...
Evidently, however, a feature I really like with KeyBank seems to be disabled once I added the business accounts to my profile. I no longer have facial recognition even though the feature is turned on in my System controls.
I hope the is something that can be resolved.

This is my second complaint about whatever you’ve done to KeyBank in regards to updates or whatever. As I’ve mentioned previously, any time I made a purchase in the past - my balance would immediately update with my new balance so I could be aware of what was available in my account. But NOW; it takes DAYS for a purchase to show up in my transactions as well as for my balance to update. I’ve uninstalled KeyBank , reinstalled it, checked for updates and it’s STILL doing this crap. I am now in the negative due to KeyBank not updating my balance after a transaction. I have KeyBank to make keeping up with my balance easier. If I wanted to have to write down and record my purchases and deduct it from my balance manually why even have KeyBank ? Isn’t KeyBank SUPPOSED to make banking easy and simple? For the last two months ive dealt with late balance/transaction updates and because of it I spent money I didn’t have. At this point if something isn’t fixed I will definitely be uninstalling it FOR GOOD and possibly even just take my banking business elsewhere. This has NEVER been an issue for me so I’m not understanding why it is now or why there’s isn’t being anything done to fix the bugs

Be very careful when you make your payments. Unfortunately I have a car loan with Key Bank. KeyBank constantly freezes or acts very unclear if the payment was taken out or not. It will not show you any pending payments at any point. You can not set up recurring payments. Next thing you know 2/3 payments are being taken out of you account. If that happens- good luck dealing with Key Bank customer service. The bank made the whole refund process extremely difficult and it takes so long that it almost does not to make sense to spend all this time on the phone trying to get it. By default they apply these extra payments to your principal which means your next payment will be due as usual next month.. and if you do want the extra payment to be processed as a payment for the next month, you will still have to call, spend a long time on the phone to have this done. If you want a refund- in case of a car loan and if you do not have a checking acct with Key bank - it will take you number of calls, 1-2 h on the phone, then you will realize that the money will not be transferred to your account just as it was taken out, you will be receiving a check! So good luck with this worthless app and the bank.

Account Breached and Money Missing via Unauthorized Charges and charges are put back into my account SUPPOSEDLY, it only shows the charge in my pending transactions but doesn’t reflect in my balance. When I asked about this issue yesterday while speaking with a bank representative He just kept saying that once a charge posts in geeen to my account that means it’s been accredited. But if my balance isn’t affected by it then technically it wasn’t accredited. Then the even strangest thing is, a few weeks ago my card declined for NO APPARENT REASON and when I called the bank customer service line they told me MY ACCOUNT WASS CLOSED OUT and that there were NO ACCOUNTS in my name. When I informed Him I needed to speak with a Supervisor because I had a balance and DID NOT AUTHORIZE for my account to be closed out, He hurried up and hung up on me. A few minutes later I received a Fraud Alert asking me to verify my last transaction. I am definitely about to find out what’s going on with my Bank Accounts because I’m the only one who opened both accounts and no one should have privileged access to it except me. And if the bank is accessing my account without my consent then that must mean someone is monitoring my account a little too much.

I deposited almost $3,000 by mobile deposit into my account. It stated funds would be available the next day. Key Bank then withheld the checks from my account and began charging me overdrafts and refused to clear the funds. I met with them and showed the funds had left the other accounts and that they were causing me problems with my business by unnecessarily holding the funds. They simply did not care at all. They put me into a really bad situation with my business and I had to go open a line of credit somewhere to cover the checks not being released. Key Bank did not care and continued charging me overdrafts and claiming nothing could be done. I was assured the checks would be released by the 14th, and they STILL have not been released. I have 100% proof the checks cleared their original accounts almost a week ago. Key Bank didn’t care at all the problems they caused me. They actually told me that by depositing the checks by the mobile app, it triggered a fraud alert algorithm. So yeah, use their app the way they ask you to, but make sure you can access thousands of dollars of credit to run your business when they hold your money for no reason. 🙄

I have a Pnc Account also, and my notifications are A1 on the account. Anytime the card is used, I get an alert of when, where, and how much. Anytime there’s money added/subtracted/declined or anything I’m instantly getting a notification. i get daily account balance notifications. Overdraft notifications. If my account is under my “Safety level” that I set I am notified. I love it cause my account is not something I check everyday…..guilty lol. With this account I have it all set up to notify me and it doesn’t. It doesn’t tell me when deposits have been made like my direct deposit paychecks. It doesn’t tell me when and where I just used my card or my card has been used. It does tell me when my funds are low in the “Safe Level”, but it doesn’t notify me if my funds are above the safe level. I don’t get a daily account balance notifications or text message. Maybe It’s something I’m doing but I have all the buttons pressed to “send me alerts when…” but I’m never alerted.

I’ve been with Key Bank for about 6 years and I would highly recommend them for all of your banking needs. I’ve been with a few different banks and they all lacked in one area or another. At Key they’re top notch all around! When you need customer service you can actually get a person on the phone. In person, they are always very kind and courteous. Plus they will go the extra mile to make sure my questions are answered and my issues were resolved. I have everything other than my 401K and my mortgage through Key and I would like to have them as my mortgage lender too. Just haven’t done it due to covid!! I’d like to thank Key Bank and their employees especially my home branch in Orem, UT. They always make sure all of my needs are taken care of!!!

3.5 if I could... KeyBank feels like and “obvious” hybrid and not that native. The scrolls and touch points and not natural making the interactivity feel clunky. This makes the experience feel painfully slow, even if it is not. Suggestions would be to introduce a more natural swipe and scrolling behaviors with a little easing in and out from an interaction perspective.
During the flows in KeyBank , I love that you are giving status with the green bar at the top, but from a usability perspective, you are covering up important information throughout the flow and forcing me to click a tiny “x” in the corner. This repeats every step throughout the flow causing friction and cognitive load. Suggestions would be to animate the screen and slide the notification in and push the information downward. This keeps everything in context if executed correctly.
For the most part, you are heading in the right direction and KeyBank accomplishes the tasks I need done 95% percent of the time.
Keep improving and staying on top of it!

My actual complaint was going to be simply given in feedback in app. however considering KeyBank crashed four times when I tried to get negative feedback that will now be my new main complaint. When I went in to give feedback, every time I selected poor feedback KeyBank would crash. My workaround was selecting positive feedback then entering in all the negative information and then changing it to poor feedback before clicking submit. The complaint I was trying to submit in Feedback is not listed below.

So they implemented a new system to where if the amount detected on the check doesn’t match what you entered it will not be accepted. That sounds like a good plan until you realize that handwriting is different everywhere. It’s very inaccurate.
The workaround for this at ATMs if they allow you to manually change it if it detects the wrong amount. However KeyBank will not allow you to. It just continually gives the message ‘unable to deposit because amount entered does not match amount detected’

I’ve been with Key bank since I opened our business over 10 years ago, and I’ve had their app since it was released. However, it is still not possible to make mobile deposits with a business account. Mobile deposits are only permitted for personal accounts, which makes KeyBank essentially useless for anything other than checking balances as we have all of our billing setup with automatic payment.
I have other business accounts with Chase and Umpqua, both of which have apps that provide mobile deposits for business accounts. So, I’m not sure why Key Bank won’t allow it. When I have inquired about this in the past I was told it wasn’t available “yet”. That’s been a number of years ago. I’ve been rather happy with this app otherwise, but not having the ability to deposit checks with KeyBank has been rather inconvenient when compared to other options. Perhaps it’s time to move my account to another bank.

Over all, KeyBank does what it’s supposed to do. However, it is increasingly difficult to navigate with iPhone X/s/Max, Xr, 11, and 11 Pro/max models (anything without a home button). Certain places where you need to tap to navigate KeyBank over-lap with system features, particularly in the top left/right corners of the screen, near the FaceID notch. For example, after viewing a statement, you have to tap an “X” in the top left to close out and go back to view your accounts. This tends to overlap with the “Go back to previous app” feature of iOS. KeyBank worked great on my i8, but has not been optimized for a “Home-button-less” display. This is not meant to bash KeyBank or this app, but mainly as a suggestion to the developers. KeyBank on these phones just feels kind of clunky and in some cases I need to force quit and restart to get back to my account view or find some other back end way of getting there.

Looking forward for KeyBank for Key Banks personal checking to become even faster for when debt card is used and money is withdrawn from checking account and being able to trace and account from where when and what time money was taken out deposited and used. Looking forward to future improvements and faster results and Security. Thank you D. Tomczak
April 2021, I would like to find ways to pay bills faster on my checking account?
I would like a way to have money withdrawn from my checking faster when I write out checks? If there’s a way to resolve my dilemma please let me know
Damian Tomczak

I use to live in OHIO and always used Key Banks(Bucyrus,Toledo area,Powell). Unfortunately when I moved to Gettysburg PA there were NO Key Banks anywhere close by. I have chosen to keep my Key Accounts because as a Retired OH Educator my Monthly Retiremt payment is automatically deposited in my Key Account. I have been able to continue with Key due to Key’s great Online Banking Service. My only complaint is that when I have to use a different/local bank’s ATM to get $ from MY KEY ACCOUNTS I GET CHARGED because KEY DOES NOT have a location near by; I Get Charged for Something that is Not My Fault. I think Key should ReEmburse Me for that charge... Otherwise Key has been Great!

The bill pay on KeyBank would be convenient once you save your accounts but does not always work. It also takes 3-5 days for the payments to actually go through. It takes them forever to update the running balance of your checking account so you have to balance the our own check book. Pending transactions don’t always show up on my account for some reason to and it makes keeping track of a balance a pain. You can't edit repeating withdrawals in KeyBank . KeyBank really isn't functional or user friendly at all. I also have commercial loans and a commercial LOC with Key. You can only pay those accounts 7am to 7 pm. If you try out of their hours you will get error messages. I work crazy hours and can't get to it during those times so it's frustrating. I work with other mobile banking apps that are extremely better.

this app app is not working when running Norton Secure VPN with Norton security even after disabling Block Ad Tracker is turned off

Touch ID screen does not come up when logging in and my other banking apps from Wells Fargo capital one and other financial institutions work just fine.

Could you guys please do some beta testing with Norton secure VPN and get the this app app working as it should with a VPN.

Also the ad in the general ledger is annoying it would be nice if you guys remove that feature

I prefer not to see an ad when I’m reviewing my general ledger.

Please get the this app app working so that Norton Secure VPN app and Norton security app can be running when logging in.

Login issue exists with touch ID on
iPhone 6 Plus and 6s IOS 12.3.1 running
Norton secure VPN on US servers

And for some reason I’m able to login just fine with Norton VPN with all options running through Israel ?

Thanks guys please do some beta testing with Norton VPN on an iPhone logging into this app app over both WiFi with Xfinity and on AT&T Cellular data network.

There are many times where the background image does not come in on the open screen and touch ID does not pop up when Norton Secure VPN is running And will not work at all if Norton VPN with ad blocker is turned on.

Please up date KeyBank.

Thanks.

I just saw the new update and my goodness, is it awful to try to navigate. I liked KeyBank a lot before. It was easy to go look at my accounts and see nice visuals of how much went in, how much went out, with the totals with each transaction, and being able to scroll down quite a ways and have things be color coded.

Now it’s a step (or three) back, and I hate looking at the accounts. The interface isn’t intuitive anymore, everything is just black or white when you’re looking at an account’s history, and it’s just overall not good. I’ll still use it because it’s convenient to have KeyBank on my phone and check my balance, but it won’t be as often and I won’t do as much through KeyBank because it’s just awful now.

When doing a mobile deposit I get a window pop up apologizing the transaction can’t be processed at the time call......... (paraphrased). I called that number for mobile banking and she couldn’t help me. Didn’t understand why it did that. I actually screen shot it. Took it to the bank and showed them. I had to make an inconvenient trip to the bank to deposit the check. They didn’t know anything about it. This happens constantly. My last deposit, Sunday, took 8 tries over a period of 3 hrs. It may take 15 x or multiple tries on multiple days to get it to go through. A few times I got that error message the deposit actually went through! I really don’t have time for this.

Oh by the way mobile deposit is still IFie if a deposit actually gets deposited,, i had to stop using it, and use my other bank again,, you people are not fitting these problems in a reasonable time and some are not getting fixed it seem,, stars going down.
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Star has going down.. log on painfull
Evidently you don’t look at these.
Now there’s another problem,
Each time logging on with finger print it say device isn’t recognized you have to put in the, security word, then it says ,, SORRY
Having technical difficulties,,
Why can’t you leave KeyBank alone once it kinda works right.
You haven’t addressed my first problem, below. I’ve even called key about that..
This new problem has been since the new update 5 days ago,, KeyBank has now actually gotten worse,,
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This I put in sometime ago..
This should not happen while you're
actively using KeyBank ,, when you are right in the middle of a transaction especially,, this didn't happen on the older app.. grrr

and the bill pay should be more like the bank version, at least with a calendar history total, KeyBank isn't close to where and in comparison to the Bill pay on site. it should have at the very least in the list of payees in order of last paid, or have it switchable, ty

KeyBank was so easy and user friendly to use as well as quick for on the go transactions. It now has way to many steps to transfer money. You can’t just click-enter amount and confirm, you have to stop, scroll to account, then stop again to enter amount, then confirm and then review and then submit and then you go back to the balance page rather than being able to anger another transfer ... very slow and tedious to do on an app. It also is to sensitive to scroll thru any of the transaction as it opens each one when trying to move up or down thru them, when I don’t want to see the full details just the date & dollar amount. A good app is one you can move quickly & complete your transaction easily ... just as the previous versions!!
I would NOT recommend KeyBank

Let me put it in this way, I have never ever had such a terrible experience at any banks beside this app. First, the always error stupid APP. Literally 5 out of 7 days KeyBank is fixing some silly problems. I have never seen Chase or BOA fix their app all the time. Second, the never be able to transfer issue and unhelpful customer service. Frankly speaking, those agents know nothing about what they do and how bank works. They always blame problems on YOU! Saying YOU doing things wrong not theirs! Lastly, the poor customer service hours. Tbh, I would highly suggest you get a 24 hours customer service bank. These lazy guys get off work even before their official work hours. Called at 4:51PM waited several mins then I got hanged up. Then no one ever picked up my call. Great, I wish the bank last forever.

I love KeyBank and use it all the time on my phone, iPad and watch, very convenient. My biggest problem with it though is that it kicks me out of the site to quickly and I have to log back in several time while trying to use it. I wish that while you were in it and using it that it would not automatically sign you out. I have even tried moving the page I’m on up and down so it was not idol and I still logged out automatically. Not sure if I’m the only one that has this issue but I would love being able to login one time do everything I need to do then get out. Please take a look at this!

Here’s the real deal. KeyBank has greatly improved since it was first released. Touch ID is integrated nicely, and works as expected. The layout is clean and unobstructed. It shows me what I need to know, except for 1 important key feature.

When you rotate the phone, it would be great if KeyBank showed you your daily running balance. Currently if you want that, you have to login to the website on a computer to get it.

When I get that feature added, I will update my review to 5 stars. Seriously KeyBank used to be horrible. The developers have done a great job of fixing it up and making it worthwhile to have. Keep up the good work fellas!

Activity option -option to edit scheduled payment. You can only cancel the payment. Sometimes I just want to simply change the date or the amount but I can't do that. I have to cancel the payment then go back in and add it again with the changes. Simplify the process. To many steps I have to do for something so simple.
Balances-NEED to be more accurate!!!!! And easier to read & understand. Well, in my opinion at least.
Text messages/alert option when a payment is scheduled to come out.
Thank you Key bank for listening and appreciate all you do.

I use KeyBank every day. Literally. I don’t have the time, patience, or attention span to keep a register for my checking account. So KeyBank helps in giving me up to the minute info on my balance, transfers, and payments.

However, I think you should be able to get your full account numbers and routing numbers from KeyBank as there are many possible applications for this data.

I also think that the bill pay interface should allow you to see the delivery date of payments not just the send dates.

Where did Touch ID go? It's no longer even an option on my app, which is unavailable probably 1/10 of the time I try to use it.

Also -- this is a Key bank rather than strictly an app thing, but -- why a transfer between Key Bank accounts can't be processed until Tuesday morning if you make the transfer Friday after 5pm is just absurd. It's a business decision, not a technology or personnel constraint. I'm switching banks because of it. Just very customer-unfriendly practices. There's no delay when their system auto transfers from savings into checking (plus $10 fee), but if I try to prevent overdraft protection by initiating a transfer, apparently that takes a full business day, despite no human review necessary. Within Key Bank, with same account owner.

I deposited $5000 with the mobile app assuming that the funds would be available quicker than if I did it in person due to the ease and quickness of KeyBank . However, I was sorely mistaken. Apparently, the funds would not be available for possibly 48 hours. In addition, even if I had deposited the check in person at a branch, only $100 would’ve been immediately available. Because I was not able to access the funds immediately, and because the mobile deposit could not be reversed, I am incurred late fees on a payment that was due my credit rating was negatively affected. The mobile app should have a warning pop-up window advising depositors that none of the money would be available 24-48 hours. I am seriously considering switching banks.

I like the convenience of KeyBank in moving money between accounts. I use it daily.

I wish that the display of money movements was more instantaneous.
I pay off my credit card and the card balance doesn’t display the change for several days.
Debits occur changing the balance and when viewing KeyBank I do not see the actual correct sequence of charges that hit my account and remain perplexed at what most recently changed my balance.

KeyBank is great for checking your balance, but when it comes to depositing checks, it is not what you want. You are lucky to be able to deposit one check a day.....otherwise it gives you an error message and a phone number to call. When you call that number you are put on hold that seems like an eternity, then all they tell you is what you already know.....our system is experiencing technical difficulties, please try again later or stop by one of our branches. No joy.

KeyBank is great for checking balances and making transfers, but the mobile deposit feature has never, ever worked. Countless updates later, it's still a waste of time to even try to deposit a check, and I end up having to make a trip to a physical branch.

What's worse is KeyBank looks like the deposit is going to work...but it's a tease every time. The photos upload, you click deposit, and you wait. Then you get the repeated error message.

My local credit union and community bank have managed to create working deposit apps but this app can't? Developers, please fix this. It's been YEARS. This is ridiculous.