Debit Card Frequently Asked Questions

Frequently Asked Questions
Topic Question Answer
General What is a debit card for Unemployment Insurance benefits?

A debit card is a bank card that is used in cash transactions. The debit card you get for Unemployment Insurance works like other debit cards. It lets you withdraw your benefits at:

  • ATMs, and
  • MasterCard affiliated banks.

The debit card also allows you to spend your benefits directly at retail point-of-sale locations and through online, phone, and mail order purchases.

Debit cards are safer than checks. Because they carry the MasterCard logo, the funds are guaranteed. Only the Department of Labor can deposit money into the debit card account. You must have enough funds in your debit card account in order to make a purchase or cash withdrawal.

General What are my other options for receiving benefits? You can get your benefits direct deposited into your personal checking account. Register for direct deposit via your online account at: www.labor.ny.gov/signin.
General When will I get my debit card?

After you file an Unemployment Insurance claim with the Department of Labor, you should receive your debit card in the third week of your claim. If there are any issues on your claim, it may take longer.

For security reasons, you will receive your debit card in a plain white envelope. Please watch for it in the mail. Do not throw it away (even if you sign up for direct deposit). When you receive your card, call KeyBank Customer Service at (866) 295-2955 to activate it.

General When will I start to receive my benefits? After you first apply for Unemployment Insurance benefits, it takes about three weeks for you to receive your first benefits. If there are any issues on your claim, it may take longer. After that, in most cases we transfer benefits to your debit card account two to three business days after you claim your weekly benefits. You can get notified when your benefits are deposited onto your debit card by signing up for text alerts at www.Key2Benefits.com.
General What if I think my payment is late?

You must first learn if we released your benefit payment. To find out if a payment was released:

  • Log in with your NY.gov ID account,
  • Click on Unemployment Services, and
  • Click on the icon to view your payment history.

If the payment has been released, check your debit card account at www.Key2Benefits.com/NYSDOL or call KeyBank Customer Service at (866) 295-2955.

Remember, it usually takes at least three weeks to get your first benefit payment. Benefits can also be delayed when there is a federal holiday. If you still believe your benefit payment is late, call the Telephone Claims Center at (888) 209-8124.

General Do I have to activate the card before I use it? Yes. Once you receive the debit card in the mail, you must call KeyBank Customer Service at (866) 295-2955 to activate your card. To activate your card, you must choose a 4-digit Personal Identification Number (PIN) that you will enter on the keypad at stores and at ATMs. You will also need your PIN to access your account information online at www.Key2Benefits.com/NYSDOL. This PIN should not be the same as your Unemployment Insurance claimant PIN, which is also a four-digit number.
General My money is on my card and I can't access it.

Have you activated your card? If not, please call the automated activation service using the number on the back of your card and follow the prompts to activate your card and select a PIN.

If you have activated your card and set a PIN, please call the customer service line using the number on the back of your card to speak to a representative.

General What if my address changes? You must provide us with your new address. To do this:
  • Log in with your NY.gov ID and click on Unemployment Services,
  • Click on the icon to claim weekly benefits, then choose Continue at the bottom of the page, and
  • Click on the Change Address/Telephone Number button.

Call the Telephone Claims Center at (888) 209-8124 if you need to update your address but you are not currently claiming benefits.

After you enter both your Social Security number and Unemployment Insurance Personal Identification Number (PIN) on the touchtone pad and the system confirms them, listen for the option, "to change your name, address or phone number, press 1."

You also must call KeyBank Customer Service at (866) 295-2955 to update your contact information.

General How do I reset my PIN?

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

To reset your PIN on Key2Benefits.com/NYSDOL:

  1. Login to your Key2Benefit 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.
General How can I view my monthly account statement and other debit card account information?

To view your monthly statement and other debit card account information online, go to www.Key2Benefits.com/NYSDOL. The first time you log on, you will need your debit card number and your four-digit PIN. You will also have to choose a user ID and password for future logons.

You can request monthly paper statements through your online account at: www.Key2Benefits.com/NYSDOL. Once you log in, you will see the Cardholder Information page. At the bottom of this page, change your preference to Paper Transaction History. You may also call KeyBank Customer Service at (866) 295-2955 to make this request.

  • There is no fee to get paper statements.
  • Once you choose to get paper statements, you will get a paper statement each month until you turn this feature off through your online Key2Benefits account or by calling KeyBank Customer Service.
General My card was declined. I don't know what to do.

Check the balance on your card by logging on to Key2Benefits.com/NYSDOL or by calling the number on the back of your card and following the automated prompts to check your balance. If the funds on your card are below the amount you are trying to spend, your card will decline.

If you need to make a purchase for more than the amount you have on your Key2Benefits card, you will need to use two forms of payment. Tell the cashier how much you want taken from the balance on your card - the cashier cannot determine your available balance. Then, pay the remaining balance with cash, check, credit card or another debit card. Split transactions are only available at participating retailers.

General How do I transfer money from my Key2Benefits card to a personal account?

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/NYSDOL.
  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."
General How can I prove that I get Unemployment Insurance benefits? You may review and print the benefit payment details from your current claim after you log in with your NY.gov ID and select Unemployment Services.
Fees for Using the Card Is there a fee to activate my debit card? There is no activation fee.
Fees for Using the Card Is there a fee to use my debit card?

You can use your debit card to withdraw cash, free of charge, at over 46,000 KeyBank, First Niagara Bank and Allpoint ATMs in the United States.

To find the nearest Allpoint ATM, please visit: http://www.allpointnetwork.com/atm-locators.aspx

To find the nearest Key Bank or First Niagara ATM, please visit: https://www.key.com/locations/search

KeyBank will charge $1.50 for each withdrawal outside the network, plus any fee charged by the out-of-network ATM owner. Visit www.Key2Benefits.com/NYSDOL for details.

You may also use your debit card to make a purchase at millions of businesses that accept MasterCard debit cards. Some businesses, like grocery stores, allow you to get cash back with your purchase. Before you begin your transaction, ask the cashier.

Fees for Using the Card What is the best way to avoid paying fees to access my money?

To avoid paying fees, keep track of your account balance. You can do this:

  • On KeyBank's website: www.Key2Benefits.com/NYSDOL,
  • At any KeyBank, First Niagara Bank or Allpoint ATM, or
  • By calling KeyBank Customer Service at (866) 295-2955.

You may get cash free of charge:

  • At any KeyBank, First Niagara Bank or Allpoint ATM location, and
  • By visiting a teller at any bank that displays the MasterCard logo.

To find an ATM near you, use the ATM locator at www.key2benefits.com/NYSDOL

Lastly, you may also use your debit card to make purchases at millions of businesses (known as Point-of-Sale locations) that accept MasterCard.

Fees for Using the Card What is the difference between transaction fees and a surcharge?

KeyBank charges transaction fees for using the debit card at ATMs outside the network.  There is a fee of $1.50 for each withdrawal at an out-of-network ATM in the United States and a $3.00 fee for each international ATM withdrawal.

A surcharge is a fee imposed by the owner of the ATM if it is not a KeyBank, First Niagara Bank or Allpoint ATM. Most ATM owners outside the KeyBank network will charge a fee for the use of their machine. These fees may vary, so check your account balance and plan ahead. Most ATMs will tell you the fee amount in advance and ask you to accept the charge before you continue with the transaction.

Fees for Using the Card Will I have to pay ATM surcharges?

It depends on how you choose to access your funds. KeyBank has joined with First Niagara Bank and the Allpoint ATM network, which means you can use your debit card with no surcharge at more than 46,000 KeyBank, First Niagara Bank and Allpoint ATMs nationwide. You can also make free over-the-counter withdrawals at banks that display the MasterCard logo.

KeyBank will charge a $1.50 transaction fee for withdrawals at out-of-network ATMs. There may be an additional surcharge from the ATM owner. A transaction that is free at a KeyBank, First Niagara Bank or Allpoint ATM, or with a teller at a bank that displays the MasterCard logo could cost more than $1.50 somewhere else.

Please note that at Allpoint ATMs you must press "YES" to accept the surcharge and proceed with your transaction.

  • You will not be charged for the fee.
  • There will not be a fee deducted from your account.
  • Check your ATM receipt to verify this.

For the nearest ATM location, visit www.Key2Benefits.com/NYSDOL.

Many other ATM owners do assess a surcharge, so keep track of your balance. If you use an ATM with a surcharge, you must pay that fee. To avoid ATM fees if there is no in-network ATM nearby:

  • Visit the teller at any bank that displays the MasterCard logo, and
  • Withdraw funds from your account at no charge.
Fees for Using the Card Is there a fee to use a non-KeyBank ATM? Withdrawals at ATMs that are not KeyBank, First Niagara Bank or Allpoint ATMs cost $1.50 each. The fee for withdrawals at international ATMs is $3.00. There may be an additional surcharge from the ATM owner. Most ATMs will tell you of the fee in advance and ask you to accept the charge before you proceed with the transaction.
Fees for Using the Card How many free ATM withdrawals do I get?

You have an unlimited number of withdrawals with no fee at:

  • Any KeyBank, First Niagara Bank and Allpoint ATM, and
  • A teller in any bank that displays the MasterCard logo.
Fees for Using the Card Is there a fee if I use an ATM outside the US? There is a $3.00 fee for each cash withdrawal made at an ATM outside the United States.
Fees for Using the Card Is there a fee to check my account balance?

You can check your account balance free of charge:

  • At all KeyBank, First Niagara Bank and Allpoint ATMs,
  • At any out-of-network ATM,
  • By calling KeyBank Customer Service at (866) 295-2955, or
  • By logging on to KeyBank's web site at: www.Key2Benefits.com/NYSDOL
Fees for Using the Card Is there a fee to get cash from a bank teller? There is no fee to get cash if you go to a teller at any bank that displays the MasterCard logo. Please note: the teller will not be able to see your account balance, so you will have to give them an exact dollar amount to withdraw. If you ask the teller to withdraw more than is in your account, the transaction will be denied.
Fees for Using the Card Are there any fees at Point-of-Sale locations? You can use your debit card without a fee to make purchases at any location that displays the MasterCard logo.
Fees for Using the Card Is there a fee to get cash back at a Point-of-Sale location? KeyBank does not charge a fee to get cash back at a retailer’s Point-of-Sale terminal. However, the retail location may charge a fee to get cash back. You should ask about any fees before you proceed with the transaction.
Fees for Using the Card Is there a fee if my debit card is denied for insufficient funds? There is no charge for Point-of-Sale or ATM transactions that are denied for insufficient funds.
Fees for Using the Card Where can I get a complete list of fees? There is a complete list of fees in the paperwork that came with your debit card. You can also review the fees online at: www.Key2Benefits.com/NYSDOL.
Where You Can Use the Card Where can I use my debit card? You can use your debit card at any location to purchase essential goods and services.
Where You Can Use the Card Can I get my benefits in cash or check from a bank teller?

You can withdraw your benefits in cash at the teller window at any bank that displays the MasterCard logo. You will need to show the teller your debit card and he or she may ask to see your photo ID. Usually, the teller will only be allowed to give you cash, not a check.

Please note: the teller will not be able to see your account balance, so you will have to give the teller an exact dollar amount to withdraw. If you ask to withdraw more than is in your account, the transaction will be denied.

Where You Can Use the Card Can I use my debit card at any bank? You may withdraw cash with no fee at the teller window of any bank that displays the MasterCard logo. This includes KeyBank locations. You will need to show the teller your debit card and he or she may ask to see your photo ID.
Where You Can Use the Card Can I get cash back at a Point-of-Sale terminal? Some vendors will allow you to get cash back with your PIN-based (debit) purchase. For example, most grocery stores allow this. However, the amount of cash they allow and the fees charged will vary by store. Be sure to ask the clerk or cashier about their policies before you complete your transaction.
Where You Can Use the Card Is there any way to convert my benefits to a check?

There are several ways that you can convert your benefits to a check:

Log on to www.Key2Benefits.com/NYSDOL and use the Online Bill Payment feature to make a payment to someone else. If you do not have an account number for the person you are paying, you can just enter their name, address and the amount you want to pay. KeyBank will issue and mail the check on your behalf.
If you have a personal checking account, log on to www.Key2Benefits.com/NYSDOL and transfer funds to your checking account. You will need to provide your account number, routing number, account type and the dollar amount you wish to transfer. You can then write a check from your checking account.
Buy a cashier’s check from any bank with cash you withdraw from an ATM or from a teller at any bank that displays the MasterCard logo.

Where You Can Use the Card What if there are no KeyBank branches where I live?

You can go to any bank that displays the MasterCard logo to withdraw your benefits from your account in cash at no charge. You will need go to a teller and show your debit card. The teller may ask to see your photo ID.

There are no surcharges attached to Allpoint ATMs. To find the Allpoint ATM nearest you, please visit: http://www.allpointnetwork.com/atm-locators.aspx

Where You Can Use the Card What ATM networks accept the debit card? KeyBank, First Niagara Bank and Allpoint networks all accept the debit card with no fee.
Where You Can Use the Card Is it better to use an Allpoint ATM vs. a KeyBank or First Niagara Bank ATM? Allpoint ATMs are located in retail outlets across the state, not in banks. Depending upon your location, you may find you have greater access to Allpoint ATMs.
About the Debit Card What should I do if I lose my debit card? If your debit card is lost, stolen or damaged, call KeyBank Customer Service at (866) 295-2955 and they will mail you a new card. You card will arrive within seven to 10 business days. KeyBank offers one free replacement card during each calendar year. Additional replacement cards will cost $5 per card. If you choose overnight delivery of your replacement card, there is a $15 fee for this service.
About the Debit Card How will I know how much money is on my debit card?

To find out your debit card account balance:

  • Check it through KeyBank's safe, secure website at: www.Key2Benefits.com/NYSDOL, or
  • Call KeyBank Customer Service at (866) 295-2955, or
  • Check it (without a fee) at any ATM, or
  • Get notifications about your debit card account balance by signing up for text alerts at www.Key2Benefits.com.
About the Debit Card Can I get alerts about my debit card account?

Yes, you can get text messages or email alerts with account information such as:

  • Benefits deposited (funds added),
  • Low or zero account balance,
  • Declined transaction, and
  • Suspected fraud.

You can set the alerts you’d like by logging on to www.Key2Benefits.com/NYSDOL and choosing “Alerts” from the main menu.
 

About the Debit Card How much money can I withdraw from an ATM?

You can withdraw a maximum of $1,500 per day from any ATM with your debit card. However, there may be a lower limit on the individual ATM.

You can withdraw a maximum of $7,000 per day from a bank teller at any bank that displays the MasterCard logo. You will not be able to withdraw an amount that is greater than your account balance from an ATM or a bank teller.

About the Debit Card What if I forget my PIN? If you forget your debit card PIN, call KeyBank Customer Service at (866) 295-2955 to create a new one. You should choose numbers that are easy for you to remember, but hard for someone else to figure out.
About the Debit Card What if I enter the wrong PIN?

When you have trouble remembering your debit card PIN, do not try to guess when entering it on a Point-of-Sale terminal or ATM. If you enter the wrong debit card PIN, you have two more chances to enter the correct number.

After three consecutive incorrect tries, you will be locked out of your account. Any transaction you try after this will not work, even if you enter the correct PIN. You will either have to wait for your account to become unlocked, which takes 24 hours, or you can call KeyBank Customer Service at (866) 295-2955 to have the lock removed.

About the Debit Card What if my debit card doesn't work?

If your debit card doesn't work, please make sure that you:

  • Have activated the card, and
  • Have a balance in the account.

If an ATM doesn't accept your card, try another ATM. The first ATM may be out of service or may not be part of the network that accepts the card. If the card still does not work, call KeyBank Customer Service at (866) 295-2955 for help.

About the Debit Card How many purchases can I make per month? You can make an unlimited number of Point-of-Sale purchases per month. You can use your debit card as long as there is money in the account to cover the amount of the purchase.  Be sure to keep track of your balance.
About the Debit Card What happens if I try to make a purchase and there are insufficient funds in my account? In most cases, if there is not enough money in your account to cover a purchase, it 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. If this happens, you will not be charged an overdraft fee. However, future deposits will be taken to cover the negative balance.
About the Debit Card There is less than $20 in my account - how do I get it if the ATM requires withdrawals to be in multiples of $20?

If there is less than $20 in your account, you can get the balance in your account for free from a teller at any bank that displays the MasterCard logo. Please note: the teller will not be able to see your account balance, so you will have to give the teller an exact dollar amount to withdraw. If you ask to withdraw more than is in your account, the transaction will be denied.

You can also spend these funds at any Point-of-Sale that accepts MasterCard.

About the Debit Card I no longer collect benefits. What do I do with the debit card? Your debit card is valid for three years. Even if you no longer collect benefits, you should keep the debit card in a safe place in case you need to claim benefits again. Keeping the card will help you get benefits more quickly on future claims.
About the Debit Card Do I need a new debit card every time I apply for benefits? No. It is good for three years. Even if you are not currently receiving benefits, you should keep the card in a safe place. It will re-activate with the same PIN if you are approved for Unemployment Insurance benefits at a later date.
About the Debit Card What do I do when my debit card expires or if I lost it?

If you have been actively using your debit card, KeyBank will automatically send you a replacement card in the mail. If you do not receive a replacement card, call KeyBank Customer Service at (866) 295-2955 to request a new card. Make sure to verify your address with KeyBank when you order a replacement card.

If you filed a new claim for Unemployment Insurance benefits or you still have an unspent balance on your card, but you:

  • lost the card,
  • threw the card away, or
  • have an expired card (more than three years old),

please call KeyBank Customer Service at (866) 295-2955 to request a new card.