Skip to content

Prepaid Debit Card

Card Questions And Issues

I have questions or need help with my card. What are the best ways to complete tasks or contact someone for assistance?

Many card and account actions can be completed simply and easily at Key2Prepaid.com, or without automated system by calling the number on the back of your card, 866-295-2955. For some actions, you may need to call our 24/7 customer service representatives. And, there are some actions that can only be handled by the Alaska Permanent Fund.

Please note that KeyBank branch locations will not be able to assist cardholders and all questions should be sent to one of the resources noted above for assistance.

Automated phone system self-service at 866-295-2955

  • Activate card and set PIN
  • Change PIN
  • Check balance
  • Get transaction history

Self-service at Key2Prepaid.com.
Note: your card must be activated by calling the number of the back of your card, 866-295-2955, before you can use the features on Key2Prepaid.com

  • Change my PIN
  • Check my balance
  • Transaction history
  • Request paper transaction history
  • Sign up for free deposit alerts
  • Use bill pay
  • Transfer funds to a personal account

Customer service options at 866-295-2955

  • Replace a lost or stolen card
  • Your card is not working
  • Card has been taken by an ATM
  • Request paper transaction history

Access the Permanent Funds’ website using myPFD to update your dividend account for the following:

  • Address change
  • Change payment selection to a direct deposit into your bank account
  • Questions about Eligibility status and payment disbursement

Contact the Permanent Fund directly for assistance with the following:

Specific questions about your application or payment status

What is a Key2Prepaid card and why did I receive one?

A Key2Prepaid card is a prepaid debit card issued to you by KeyBank at the direction of the State of Alaska’s Permanent Fund Dividend Division. You will receive a card if you selected Prepaid Card in the Alaska Permanent Fund Dividend application form or chose to be paid by a prepaid card or check.

I think you have the wrong address on file, how can I update my address?

We receive your mailing address directly from the Permanent Fund Dividend Division. If your address needs to be updated, submit a PFD Address Change form to the division or update your address using myPFD.

How will I know when funds are loaded to my Key2Prepaid card?

The Key2Prepaid card allows you to enroll in optional text or email alerts that will be sent when certain activities or actions happen on your account. You can request an alert for things such as the addition of funds, low balance, or zero balance online at Key2Prepaid.com.

You will need to activate your card by calling the number on the back of the card, 866-295-2955 before accessing the Key2Prepaid.com website for the first time.

Using My Card

How do I activate my card?

For your security, the only way to activate your card is by calling the number on the back of the card, 866-295-2955, and follow the prompts.

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

·        16-digit Key2Prepaid 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, 866-295-2955, 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 16-digit card number, CVV code and follow the prompts. 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.

Where is my card account number?

Your account number is the 16-digit number printed on the card. Please use that number when asked for your card number while logging on to the Key2Prepaid website or calling the number on the back of your card, 866-295-2955.

How do I log in to Key2Prepaid.com?

Your card must be activated and a PIN set to log into Key2Prepaid.com. If you have not activated your card, call the number on the back of your card, 866-295-2955 and follow the prompts for card activation.

My card is activated and I set my PIN. How do I enroll to use Key2Prepaid.com?

1.      Go to Key2Prepaid.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 Key2Prepaid.com

  1. Go to Key2Prepaid.com.x`
  2. Enter in the first nine digits of the card number.
  3. Click “Submit”.
  4. Enter User ID and Password that you chose when you initially set-up your Key2Prepaid account. (If necessary, use the “Forgot Your User ID” and/or “Forgot Your Password” options.)
  5. Click “Continue”.

How do I reset my PIN?

You may reset your PIN using Key2Prepaid.com, or by calling our automated response system and following the prompts.

To reset your PIN on Key2Prepaid.com:

  1. Log in to your Key2Prepaid 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, 866-295-2955.
  2. Press 1 – I have an existing card.
  3. Press 1 – Activate, obtain balance, review transactions, or other cardholder information.
  4. Enter your 16-digit card number, the last 4 of your Social Security Number, and the 3 digit CVV code on the back of the card.
  5. Say ‘Change PIN’; then you will be prompted to enter a 4-digit PIN (you do not need to enter your prior PIN), and then re-enter the new 4-digit PIN to validate.

How do I use my Key2Prepaid card?

The Key2Prepaid 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 Key2Prepaid card balance.

How do I check the balance of my card?

  1. Log in to your Key2Prepaid account on Key2Prepaid.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 automated call center is available 24 hours a day, 7 days a week.

Do I select credit or debit on the merchant’s terminal when making a purchase?

The Key2Prepaid 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 Key2Prepaid card balance.

How do I withdraw cash using my Key2Prepaid card?

  1. ATM Withdrawal—Access your cash by making withdrawals at any KeyBank or Allpoint ATM at no additional cost to you and surcharge free.
    1. www.key.com/locator
    2. www.allpointnetwork.com/atm-locators.aspx
  2. Cash Back With Purchases—At participating merchants such as grocery or convenience stores. . 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.
  3. Card to Account Transfer—Transfer some or all of your balance to a personal checking or savings account through the Key2Prepaid website.
  4. Branch/Teller Withdrawal—Mastercard® over-the-counter cash withdrawal (down to the penny) available at Mastercard® member banks (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
    • Notes:
      Several states 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 State 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, US Virgin Islands, Northern Mariana Islands, and America Samoa—are accepted and are permitted as a primary form of ID.
  • a valid state-issued photo identification card 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


Are there ATMs from which I can make a cash withdrawal without a fee?

All Key2Prepaid cards may be used to make a cash withdrawal at KeyBank or Allpoint ATMs without incurring a fee.

Are there daily withdrawal limits on my Key2Prepaid card?

Yes. As a security feature, your Key2Prepaid card has a daily maximum withdrawal limit.

Daily limits for cash withdrawals

    • ATM withdrawals - $1,500 (some ATM operators may have lower daily limits)
    • Point of Sale cash back with PIN -$2,500 (some merchants may have lower limits)
    • KeyBank teller withdrawal- $7,000
How do I set text account notifications for my Key2Prepaid card?
  1. Log in to your Key2Prepaid 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.

Alert notification examples include card status change, funds added, zero balance, weekly balance, signature transactions, low balance, declined transactions, funds removed, balance inquiry.

Where can I find my Key2Prepaid transaction history and statements?

Your transaction history can be accessed online 24/7 at Key2Prepaid.com. You can also request a paper copy of your transaction history on the Key2Prepaid.com website or by calling Customer Support at the number listed on the back of your card.

To view your transaction history:

1.     Log in to Key2Prepaid.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.

How do I transfer money from my Key2Prepaid card to a personal account?

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

1.  Log in to Key2Prepaid.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 dollar amount you wish to transfer.
5  
Type in your Bank Routing Number. 
6.  
Type in your Bank Account Number. 
7.  
Choose the Account Type. (Checking or Savings) 
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 do I set up bill pay and automatic bill pay using my Key2Prepaid card?

How to set up bill pay:

  1. Log in to Key2Prepaid.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 the 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.

I can’t access my money

When will I get my payment?

The Alaska Permanent Fund provides KeyBank the funds for the Permanent Fund Dividend program. Once KeyBank receives those funds from the State, the funds are deposited to your prepaid card account based upon the funding date determined by the State.

If you need more information regarding the timing of the dividend’s disbursement, please go to the PFD website at Permanent Fund Division.

Once you receive and activate your Key2Prepaid card, you can log in to Key2Prepaid.com to set up notifications for funding, account balances, transaction history and more.

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 866-295-2955 to speak to a customer service representative.

An ATM ate my debit card. What should I do?

Please call 866-295-2955 to speak to a customer service representative.

My card was declined. What should I do?

Check the balance on your card by logging on to Key2Prepaid.com 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 be declined.

If you need to make a purchase for more than the amount you have on your Key2Prepaid card, you will need to use a second form 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 another payment method. Split transactions are only available at participating retailers.

My Key2Prepaid card is not working. What should I do?

Have you activated your card? It must be activated, and a PIN must be set for the card to work. 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 previously activated your card, there are several reasons why a card could become restricted. In each of these scenarios, KeyBank does not have visibility into the cause of the card restriction, but we are happy to help you when you call the number on the back of your card.

Some common card restriction issues are:

  • A suspicious transaction that has been flagged as potential fraud
  • A card has exceeded the total maximum number of PIN entry attempts (3) and is now blocked from PIN transactions (ATM withdrawals or PIN authorizations at a merchant terminal)
  • A card has exceeded the maximum number of consecutive declines for non-PIN / signature transactions (3), and has been restricted from non-PIN / signature transactions
  • A card has been restricted because it was reported lost or stolen. A replacement card is reordered when the cardholder calls the number on the back of the card to report the card lost or stolen at the cardholder’s request.

How can I get change my payment type for the current year Permanent Fund Dividend payment?

You can log in to the Permanent Fund Division to change your payment method to a direct deposit or submit a Payment Method form to the division.

Can I load money to my Key2Prepaid card?

No; only the Permanent Fund can add funds to your Key2Prepaid card. You cannot load other personal funds to your Key2Prepaid card.

Key2Prepaid card limits

Can I use my Key2Prepaid card at the gas pump?

Yes. However, if you use your Key2Prepaid card to pay at the pump, a maximum hold may be placed on your account by the gas station 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 with a clerk 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.

Can the Key2Prepaid card be overdrawn?

In most cases, a purchase that exceeds the available balance on your Key2Prepaid 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.

Will I earn Interest on the funds on my Key2Prepaid card?

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

Balance questions

My balance is different from what I was anticipating.

  • If the funds deposited from the Alaska Permanent Fund are different than what you were expecting, please log on to myPFD from Permanent Fund Division or contact the Alaska Permanent Fund for more information.
  • If your funds are lower on your account than expected, please log on to Key2Prepaid.com or call the number on the back of your card to review your recent transactions.
  • If you feel you were a victim of fraud or theft, please immediately call the number on the back of your card to report this incident. You may be instructed to file a police report.

I got my card, but there's no balance on it.

The funds on your card are provided by the Alaska Permanent Fund Dividend (PFD). It’s possible that PFD has not yet made a deposit to the prepaid card. Please log in to the myPFD from Permanent Fund Division to view details about the timing and amount of PFD payment.

If you believe you have been a victim of theft or fraud, please contact us immediately at the number on the back of your card to report the incident and have a new card issued. You may be instructed to file a police report.

Banking issues

My card is lost, and I need a replacement.

Please call 866-295-2955 to speak to a customer service representative.

The ATM didn't dispense money, but it lowered my balance!

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.

Security and fraud

My card has been stolen. What should I do?

If you believe you have been a victim of fraud or theft, please contact us immediately to report your missing or stolen card at 866-295-2955.

We will deactivate your card immediately, review your transactions for loss of funds, and issue you a new card. You may be directed to file a police report regarding the stolen funds.

What do I do if there are transactions on the card that I didn’t make?

If you believe you have been a victim of fraud or theft, please contact us immediately at 866-295-2955 to report the transactions in question.

Depending on the circumstances, we may deactivate your card and issue you a new card.

My card may have been sent to the wrong address. What should I do?

Please contact us to report your new/correct address at 866-295-2955.

We receive your mailing address from the Alaska Permanent Fund. If your address has changed, log on to myPFD from the Permanent Fund Division website to change your address or submit an Address Change form to the division. 

Scroll to top of page