Benefits debit card frequently asked questions
Jump to a category: Customer support | Receiving and Activating a Card | Using the debit card | How money gets loaded onto your debit card | Transferring funds | Managing your card/transactions | Additional cards | Replacing debit cards | Privacy questions
Q: Who should I contact if I have questions about my card?
For questions about your debit card, contact the Key2Benefits Customer Support line at 866-295-2955 which is available 24 hours a day, 7 days a week, 365 days a year.
Q: When will I receive my debit card?
If you are eligible for unemployment benefits, you should receive your debit card by mail within 7-10 business days of applying or after you request to be switched to the card. The card is issued directly from KeyBank to the address on record at the time of the request. With your card, you will receive a welcome packet that includes instructions on how to use the card. If your card does not arrive after 10 days, contact the Key2Benefits Customer Support line at 866-295-2955.
Q: How do I activate my card?
Your welcome packet from KeyBank will contain the debit card, instructions and a phone number to call to activate the card.
Q: How do I set up a PIN for my card?
You will be prompted to set your PIN when you call to activate your card. You can change your PIN by calling the Key2Benefits Customer Support line at 866-295-2955 or you can do it on the Key2Benefits.com website.
Q: What will the envelope look like that will contain my debit card? What should I do if I do not receive my debit card?
For security, your card will come in a white, envelope with both an Employment Security Department and KeyBank Card Member Services/Sioux Falls SD return address.
Q: Where is my debit card/I haven't received my debit card?
It could take 7-10 business days from the time you requested the card to the time you receive it in the mail. If you have not received your card within 7-10 days after applying for unemployment benefits, you should do the following:
- call the ESD Claims Center at 800-318-6022 (Monday – Friday from 8 a.m. – 4 p.m. except holidays) to make sure we have your correct address on file.
- If the address on file is correct, then you should immediately contact the Key2Benefits Customer Support line at 866-295-2955 to let them know you need to request a replacement card
Q: What happens to my debit card if it is mailed to the wrong address?
The card will be returned to the KeyBank debit card center. You must contact the ESD claims center at 800-318-6022 (Monday – Friday from 8 a.m. – 4 p.m. except holidays) or go online to your eServices account to update your address so the card will reach your new address.
It may take up to 3 business days for this information to update with KeyBank. You can then contact the Key2Benefits Customer Support line at 866-295-2955 to request a new card be mailed to you. A replacement card will be issued to you. Please keep in mind due to mailing time it can take up to 7-10 days.
Q: Will the post office forward my debit card if I move and leave a forwarding address?
No. The card will be returned to the KeyBank Debit Card center. You must first contact the ESD claims center at 800-318-6022 or go online to your eServices account to update your address. You also need to contact the Key2Benefits Customer Support line at 866-295-2955 and give them your updated address. Please keep in mind due to mailing time it can take up to 7-10 days to receive a new debit card.
Q: What should I do if my name is spelled wrong on my debit card?
Call the ESD claims center at 800-318-6022 to update the spelling of your name. You can continue to use your current debit card until you get the new one with the corrected name in the mail. When you get your new card and activate it, the old card will then automatically be disabled.
Q: How long does my debit card remain valid? How long should I keep my card?
Your KeyBank prepaid debit card remains valid for three years (36 months). You should plan to keep your card until the expiration date of the card has passed – don’t throw it away!
Q: What if I file another unemployment claim in a year or two – will I still use the same debit card or will I get a new debit card each time I file a claim?You will not receive a new card each time you file unless the card has expired. Your debit card is valid for three years (36 months), so you should keep your card in case you open another unemployment claim within that three year window.
Q: Why was there no money loaded on my debit card when I received it? What should I do?
As soon as you filed your claim, your information was sent to KeyBank and they automatically generated and mailed as debit card to you. If in the interim, ESD identified an issue with your claim money will not be loaded onto the card until issue is resolved.
- Do not to throw the card away – as soon your issue is resolved, money will be loaded onto the card.
- Call the ESD Claims Center at 800-318-6022 (Monday – Friday from 8 a.m. – 4 p.m. except holidays) for assistance in getting your claims issue resolved.
Q. Where can I use the card to make purchases?
You can use the debit card to make purchases anywhere MasterCard debit cards are accepted. You can also use your card for online, phone and mail order purchases.
Q. Do I select credit or debit on the merchant’s terminal when making a purchase?
Select “credit” to make a purchase. Select “debit” if you want to get cash back with your purchase - available at participating retailers. (You will have to enter your 4-digit PIN.)
Q: Can I use my card at a gas pump?
Yes. However, if you use your 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 don’t want funds held while waiting for the transaction to clear, pay the cashier for your gasoline purchase. Payments made directly to the cashier clear immediately for the actual transaction amount. Restaurants, hotels and car rental companies may place similar maximum holds on transactions. Refer to your card’s Terms and Conditions for additional information.
Q. Where can I withdraw cash using my debit card without ATM fees
You can use your card to withdraw cash, without charge, at the following locations:
- Over 1,500 KeyBank ATMs located in 16 states.
- Over 55,000 ATMs in the worldwide Allpoint network. Allpoint ATMs are located in major retail stores such as Target, Costco, Safeway, Walgreens, as well as local gas station minimarts and convenience stores.
- Participating MasterCard member bank branches.
- Participating retailers who allow cash back with debit purchases.
When you withdraw cash, funds are automatically deducted from your card balance.
Q. How do I find a KeyBank ATM?
You can locate the closest KeyBank ATM two ways:
- By Phone: Call 800-KEY2YOU (539-2968)
Q. How do I find an Allpoint ATM?
You can locate the closest Allpoint ATM two ways:
- Online: Go to the Allpoint network locator site. You can type in an address, city or zip code and the closest Allpoint ATM locations are listed as well as displayed on a map. Links with directions to each location are also provided.
- By phone: A voice-assisted ATM locator is available by calling 1-800-809-0308, Option 2.
Q: Can I receive cash back when using my debit card at retail locations?
Yes. You can choose to get cash back with no fee when you make a purchase at participating merchants, such as grocery and convenience stores.
Q: Is there a daily cash withdrawal limit from the debit card?
$1500 per day
PIN point of sale cash back*
$2,500 per day
Cash (over the counter bank teller)
$7,000 per day
$7,500 per day
* This is the total allowed by KeyBank. Individual retailers may have a lower limit.
Q: How will I know when funds are loaded to my card?
You may self-enroll in optional text or email alerts to inform you when funds are added to your account and when you have a low or negative balance. To enroll in the alerts, login to your account on the Key2Benefits.com website.
Q: Can I load money onto my card?
No. Only the Employment Security Department can add funds to your debit card.
Q: Who should I contact if I have questions about the amount loaded on my card?
If you question the amount loaded on to your card, you should call the ESD claims center at 800-318-6022 (Monday – Friday from 8 a.m. – 4 p.m. except holidays) . KeyBank can’t answer questions about how much you should have received in benefits.
Q: Can I transfer funds from my debit card to a personal checking or savings account?
Yes. You can transfer some or all of your balance to a personal checking or savings account through the Key2Benefits.com website. Once your transfer is made, it can take up to 2 business days for the funds to actually be credited to your checking or savings account, and the transfer cannot be canceled once entered.
Q: Can I transfer money onto the debit card from cash or another bank account?
No, the card is a single-source funded card and can only be funded by Washington Employment Security Department.
Q: Can my card be overdrawn?
Since the debit card is a prepaid card and not a credit card, KeyBank ensures that you may only transact up to the available balance on the card so you do not find yourself in a negative balance situation.
Q: Can I check my balance and access my transaction history?
You can check your balance and view your transaction history online at the Key2Benefits.com website. You can also check your balance for free at any in-network ATM or call the customer support number provided with your card.
Q: Can I request a second debit card for use by a family member?
No. This card is specific to the person who is eligible for unemployment benefits.
Q: Can I walk into a KeyBank branch and get a temporary card?
No. KeyBank branches do not have temporary debit cards.
Q: What should I do if my card is lost, damaged or stolen?
Contact the Key2Benefits Customer Support line at 866-295-2955.
Q: If I lose my card can I go into a KeyBank branch to order a replacement card?
If a card is lost, damaged or stolen you need to contact the Key2Benefits Customer Support line at 866-295-2955. KeyBank branches do not have the ability to replace cards.
Q: If I lose my card, am I charged for a new card?
No, there is no fee for a standard card replacement which is sent first class via the U.S. postal service. (Expedited 2-day delivery (FedEx, UPS) carries a $12.00 cost.)
Q: Is the card “frozen” if I misplace or lose my card?
You can temporarily suspend your card to prevent spending while you look for the card by calling the Key2Benefits Customer Support line at 866-295-2955. If a replacement card is ultimately required, the old card cannot be reactivated once it has been replaced.
Q: Can I go into a KeyBank branch and get a temporary debit card?
No, KeyBank branches do not have temporary debit cards.
Q: Do Employment Security staff have access to my debit card number?
No. Only KeyBank and the cardholder have access to that information.
Q. Can collection agencies garnish wages from my KeyBank debit card?
The KeyBank debit card is not a bank account. The state of Washington garnishes your benefit payment for required child support and IRS payments owed before we release your payment—whether by check, debit card or direct deposit. Other entities may not garnish your debit card once the payment is loaded.