Vault Ordering FAQs

You may submit your currency and coin orders by phone by calling the automated ordering system at 800-363-1491, online through KeyNavigator^®, or by File Transmission.

Yes. Any combination of ordering methods may be used, at any time.

No, each ordering type has the same options and cutoff times.

Currency and coin orders placed by the 10 a.m. local time cutoff on a business day will be ready for armored pickup the next business day.

For both the phone and online ordering systems, you will need your Client ID, User ID, and PIN. These are all provided to you by KeyBank. After your first sign-on, you can change the PIN to one of your choosing.

If you are a new user of the Vault Ordering System, the system will prompt you to change your PIN upon your first login. Your new PIN cannot begin with a zero (0), cannot be a PIN used previously, and cannot have recurring digits like 111, 222, etc.

NOTE: The PIN will automatically reset six months after the last reset and a new PIN will need to be set.

Yes, you will be locked out of the ordering system after three unsuccessful login attempts. If this occurs, then you should call KeyBank’s Commercial Banking Services at 1-800-821-2829, Monday through Friday, 8:00 A.M. to 9:00 P.M. ET. Dial 711 for TTY/TRS.

Yes, you may submit multiple orders during the same session.

No, the sign-on credentials are the same for both phone and online ordering options.

Your Client ID, User ID, and PIN are synchronized to be the same online as what you use to place currency and coin orders via phone. For this reason, if you change your PIN online, your PIN for the phone system will also change. If you call to have your PIN changed through the phone system, your PIN for online ordering will also change.

In the KeyNavigator online order history, you will be able to see order history from phone, online, and file transmission orders. You may view your history for any 30 day period within the last seven years.

At the point of order cutoff, KeyBank will verify all order requests for “good funds” and prepare those that have funds available. KeyBank will approve these requests and send them to the appropriate vault for fulfillment. For orders that are drawn on accounts lacking available funds, an escalation process will be pursued. Impacted clients will be required to have funds available before fulfillment can occur. A lack of funds may delay order requests.

For any order, a currency and coin type as well as a delivery date must be received.

Yes, you can review your orders at any time before they are submitted.

After submitting an order request, each order is assigned a Confirmation Number that may be used for review and research purposes.