New Features FAQ

How does the KeyBank acquisition affect my use of HelloWallet?

The acquisition of HelloWallet is a significant step in our commitment to empowering our clients to thrive financially. You will likely see some enhancements to features within HelloWallet as well as Key Online Banking.

How does KeyBank use my information?

The data you share in HelloWallet will be used to provide you with the tools and guidance needed to keep your finances on track. Learn more about our Terms and Conditions.

Can I link non-KeyBank accounts in HelloWallet?

Yes, we support over 10,000 financial institutions. To add non Key accounts, navigate to the “Accounts” tab in HelloWallet and then click the “Add Account” button.This will help you see everything in one place and give you a full financial picture.

How do I sign in to HelloWallet?

There are two ways to sign in to HelloWallet:

1. Access HelloWallet through KeyBank Online Banking using the Financial Wellness tile on the dashboard.

2. Or via the KeyBank Mobile app, where you can scroll down from the homepage and press the "Your Financial Wellness Score" tile. This will automatically open the HelloWallet mobile app and bring you to your HelloWallet Dashboard.

How do I change my KeyBank password if I need to?

You can change your KeyBank password in any of the following ways:

  • Sign In to your online banking account and update your password through your profile.

  • Contact 1-800-539-1539

  • Visit a local KeyBank branch. Find your local branch.

What should I do if I am having an issue with my KeyBank accounts within the HelloWallet tool?

If you’re experiencing issues, please contact our support team at or 1-866-55-Hello.


How do I change my name, DOB, zip code, and email address in HelloWallet?

Your Profile data is read-only in HelloWallet.

To change your name and date of birth, visit a local
KeyBank branch.
To change your email, go to KeyBank Online Banking and navigate to your profile page.

To see your Profile changes reflected in HelloWallet, sign in to your HelloWallet account by signing in to
KeyBank Online Banking and clicking on the Financial Wellness tile on the dashboard. 

If you sign in via the HelloWallet mobile application or directly via, the changes to your Profile information will not be reflected in HelloWallet.

Can I choose not to take advantage of HelloWallet?

HelloWallet is now a feature of KeyBank Online Banking, you may choose not to use it but it will always be available to you.

Who should I contact with questions related to HelloWallet?


Chat: Our support team can also be reached using the “Chat with Us” button in the bottom right corner of the HelloWallet application.

Phone: 1-866-55-Hello (43556).

Support hours: 9am-8pm EST, Monday through Saturday
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