Key2Benefits^® FAQs

For your security, the only way to activate your card is by calling the number on the back and following the prompts.

To activate your card, you will need to provide your:

• Card number
• Last 4 digits of your Social Security number
• CVV, the 3-digit number on the back of your card.

To activate your card, please do the following:

1. Call the number on the back of your card, you will hear a welcome greeting.
2. Press 1, “I have a card”
3. Press 1, “To activate your card”
4. Key in or speak your card number and this will activate your card
5. You will be prompted to self-select a personal identification number, or PIN for card use at ATMs and merchant point-of-sale (POS) locations to receive cash back with purchase.

Your account number is the number printed on the card. Please use that number when asked for your card number while logging on to our website or calling the number on the back of your card.

Your card must be activated and a PIN set to enroll into Key2Benefits.com. If you have not activated your card, call the number on the back of your card and follow the prompts to do so.

My card is activated and I set my PIN. How do I enroll to use Key2Benefits.com?

1. Go to Key2Benefits.com.
2. Enter in the first nine digits of the card number.
3. Click “Submit”.
4. Click on “New User? Enroll Now!” at the bottom of the screen.
5. Enter your:
   • 16-digit card number
   • PIN
   • Card Security Code (this is found on the back of your card, on the right-hand side of the signature field. It is three numbers.)
   • Enter the code proving this is a valid transaction in the “Enter the code as it appears in the shaded area”
   • Click “Continue”
6. Once you successfully enter this information, you will be prompted to set up a User ID and Password for future access to your card information.

Logging into Key2Benefits.com

1. Go to Key2Benefits.com.
2. Enter in the first nine digits of the card number.
3. Click “Submit”.
4. Enter User ID and Password that were set up when you created your account. (If necessary, use the “Forgot Your User ID” and/or “Forgot Your Password” options.)
5. Click “Continue”.

You may reset your PIN using Key2Benefits.com, or by calling our automated response system and following the prompts.

To reset your PIN on Key2Benefits.com:

1. Log in to your Key2Benefits Account.
2. Select “Change PIN” in the left-hand menu.
3. The Change PIN screen will appear.
4. Type in your old PIN once (1) and your new PIN twice (2) for confirmation.
5. Click the “Submit” button.

To reset your PIN using the automated phone service:

1. Dial the number on the back of your card.
2. Press 1 – I have an existing card.
3. Press 1 – Activate, obtain balance, review transactions, or other cardholder information.
4. Enter card number, last 4 of SSN, and CVV
5. Say ‘Change PIN’; then be prompted to enter a 4-digit PIN (do not need to enter prior PIN), and then re-enter the new PIN to validate.

The Key2Benefits card can be used to make purchases anywhere Mastercard^® debit cards are accepted.

You can use your card for online, phone and mail order purchases. You can also use your card to withdraw cash at ATMs, banks or credit unions or by getting cash back with purchases at participating retailers. Funds are automatically deducted from your Key2Benefits card balance.

1. Log in to your Key2Benefits account on Key2Benefits.com.
2. Your card balance will appear in top right-hand corner of the screen.

If you do not have internet access, you may check your balance without a transaction fee by calling the number on the back of your card. The call center is available 24 hours a day, 7 days a week.

The Key2Benefits card can be used to make purchases anywhere Mastercard^® debit cards are accepted. When making a purchase, select “credit” on the merchant’s POS terminal.

Many merchants allow for cash-back with purchase. To complete this transaction, select “debit” and enter your PIN. If the merchant offers the cash-back option, you will be prompted to select the amount you would like added to the purchase amount, and the cashier will provide you the requested cash with the receipt.

You can use your card for online, phone and mail order purchases. You can also use your card to withdraw cash at ATMs, banks or credit unions or by getting cash back with purchases at participating retailers. Funds are automatically deducted from your Key2Benefits card balance.

• ATM Withdrawal—Access your cash by making withdrawals at any KeyBank or Allpoint ATM at additional cost to you and surcharge-free.
• Cash Back With Purchases—At participating merchants such as grocery or convenience stores.
• Card to Account Transfer—Transfer some or all your balance to a personal checking or savings account through the Key2Benefits website.
• Branch/Teller Withdrawal—Mastercard^® over-the-counter cash withdrawal (down to the penny) available at Mastercard^® member bank (including all KeyBank locations).

Please note: When making a branch/teller withdrawal from a bank, you will be required to present valid, primary identification. See the below list for acceptable identification types.

Types of primary identification

Primary identification is any current, valid government-issued identification with photo and signature. Some examples of government-issued photo identification include:

• a valid driver's license (for your state and other states as determined by your branch and market)
  Notes:
  • Several states, such as Indiana, provide residents with a temporary, interim ID when they apply for new or renewed driver’s licenses. An interim driver's license of this type is valid for a short period of time, allowing the issuer time to mail out the permanent license. An interim driver’s license is an acceptable form of primary identification, as long as it has not expired and contains both a photo and a signature.
  • IDs from the five inhabited U.S. territories—Puerto Rico, Guam, U.S. Virgin Islands, Northern Mariana Islands, and American Samoa—are accepted like any U.S. state ID and are permitted as a primary form of ID.
• a valid Utah Drivers Privilege card (within the state of Utah only)
  Note: A Utah Drivers Privilege card cannot be used for documentary evidence if additional identification is requested by the Customer Identification Unit (CIU).
• a valid state-issued non-driver's license photo identification (for your state and other states as determined by your branch and market)
  Notes:
  • Several states, such as Indiana, provide residents with a temporary, interim ID when they apply for new or renewed driver’s licenses. An interim driver's license of this type is valid for a short period of time, allowing the issuer time to mail out the permanent license. An interim driver’s license is an acceptable form of primary identification, as long as it has not expired and contains both a photo and a signature.
  • IDs from the five inhabited U.S. territories — Puerto Rico, Guam, U.S. Virgin Islands, Northern Mariana Islands, and American Samoa — are accepted like any U.S. state ID and are permitted as a primary form of ID.
• a valid U.S. passport or U.S. passport card
• a valid foreign passport (including Mexican or Canadian)
• a valid military ID card
• a valid military dependent pass
• a valid resident alien card
• a valid Native American (tribal) ID (some do not have a signature)
• a valid Mexican Matricula Consular card
• a valid Mexican driver's license
• a valid Canadian driver's license

All Key2Benefits cards may be used to make a cash withdrawal at KeyBank or Allpoint ATMs without incurring a fee.

1. Log in to your Key2Benefits account.
2. Select “Alerts” in the left-hand menu.
3. The Alerts screen will appear.
4. Click on “Add/Update” in the bottom right-hand corner of the screen.
5. Click “Add” to the right of the alert you wish to set.

Alerts available are address change, card status change, funds added, zero/negative balance, weekly balance, signature transactions, low balance, declined transactions, funds removed, balance inquiry.

Your available transaction history can be accessed online 24/7 at Key2Benefits.com. You can also request a paper copy of your transaction history on the website or by calling Customer Support. Review the Key2Benefits Schedule of Card Fees for details.

To view your transaction history:

1. Log in to Key2Benefits.com.
2. Click on “Paper Transaction History” in the left-hand menu.
3. The Paper Transaction History screen will appear.
4. Click on the year for which you wish to view history. A menu will expand showing months.
5. Click on the month for which you wish to view transactions.
6. Your transactions will appear.
7. You may click on “Print Friendly View of Page” to print these transactions.

Please note: In order to perform this action, you will need a routing and account number for the account you wish to transfer into.

1. Log in to Key2Benefits.com.
2. Click on “Card to Account Transfer” in the left-hand menu.
3. The Card to Account Transfer screen will appear.
4. Type in the amount you wish to transfer.
5. Type in your Routing Number.
6. Type in your Account Number.
7. Choose the Account Type.
8. Enter the security code you see on your screen to verify this is a valid request.
9. Click “Continue”.
10. Verify your information.
11. Click “Submit”.

How to set up bill pay:

1. Log in to Key2Benefits.com.
2. Click on “Bill Pay” in the left-hand menu.
3. The Bill Pay window will open.
4. At the top of the screen, in the “Pay someone new” field, enter the person or business name you’d like to pay.
5. Click “Add”.
6. The “Add a Person or Business to Pay” window will open.
7. Add the Account Number, Address, City, State, Zip Code, and Phone Number of person or business you wish to pay.
8. Click “Continue”.
9. A confirmation page will appear.
10. Click “Go to Make Payments”.
11. You will return to the Make Payments home screen, and see your new payee listed.
12. At this point, you are able to make one-off payments to this payee.

How to set up an autopay (continued from the steps above):

1. Under the payee’s name, click “Autopay”.
2. On the next screen, choose “Pay automatically at regular intervals”.
3. Choose the funding account, if you have more than one.
4. Enter a memo.
5. Type in the amount you wish to pay at the regular interval.
6. Choose the frequency of your payment (e.g., monthly, twice a month, etc.).
7. Choose the start date.
8. Choose how long you would like the payments to continue (e.g., indefinitely, until, number of payments, etc.)
9. Click “Save Changes”.
10. A confirmation screen will appear.

Yes, your Key2Benefits card has a daily maximum withdrawal limit. Please refer to your “Fee Schedule” document for details.

Yes. However, if you use your Key2Benefits card to pay at the pump, a maximum hold may be placed on your account to initiate your transaction. This amount will be held until the actual transaction amount clears. If you do not want funds held while waiting for the transaction to clear, please pay the cashier inside for your gasoline purchase. Payments made inside clear for the actual transaction amount immediately. Similar maximum holds may be placed on transactions at restaurants and car rentals. Refer to the Terms and Conditions for additional information.

In most cases, a purchase that exceeds the available balance on your Key2Benefits card will not be approved. In very limited circumstances, if you do not have sufficient funds when the final amount clears, it may result in a negative balance; however, you will not be charged an overdraft fee.

No. The funds on your card do not earn interest.

Please call 1-866-295-2955. You can select the “Lost/Stolen” option from the call menu and will be redirected to a customer service representative. Note: If you receive benefits from the state of Indiana, please call 833-459-3452 to speak to a customer service representative. Clients using a relay service: dial 711, then the toll-free number on the back of your card.

If the card is still active, and from the same state in which you received unemployment benefits in the past, you will keep the same card. This is the card the state will fund. If you have misplaced your old card, please contact us at 1-866-295-2955 (if you receive benefits from the state of Indiana, call 833-459-3452) to speak with a customer service representative; for clients using a relay service, dial 711, then the toll-free number on the back of your card.. We will be happy to send a new card to you.

Please note: A new card fee may apply in this circumstance.

Please call the number on the back of your card and follow the prompts to speak with a customer service representative. They will be able to look up your transactions and help you to file a dispute to recover your funds.