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KeyBank - FAQ

  • I currently have a Laurel Road account. How do I log in to my Laurel Road account after March 29, 2021?
    Exciting news! Laurel Road is launching an online banking experience with a new login process. Using your new login, you’ll be able to manage all your Laurel Road accounts in one place. Beginning March 29th, 2021, all Laurel Road account holders and current applicants will need to create a new User ID and password at laurelroad.key.com to access their Laurel Road application or account. If you are a Laurel Road account holder with a student loan, personal loan, or mortgage, you will be able to use online banking to:
    • Access payment history, statements, and loan details
    • Have easy, direct access to Mohela to make payments on your student loan or graduate loan
    • Make payments on your Laurel Road Personal Loan or Mortgage
    • Manage all your Laurel Road accounts from one place
    • Take advantage of extended hours by phone, online chat, or email
    • Know your accounts are secure with two-factor authentication and online banking alerts
  • I have an application in progress. How do I log in to my Laurel Road account?
    Starting on March 29, 2021, instead of using your email address and password to log in, you’ll be able to create a new User ID and password to use with your application going forward. On March 29th, if you have an application in progress, you’ll receive an email with instructions to create your new login. The next time you return to your application, you’ll be asked to confirm your identity, and we’ll send you a one-time security code. When you reach a certain point in your application, you will be required to create a new User ID and password, which will replace the login you used previously with your application. We’ll also send all current Laurel Road account holders an email notification on March 29th, so if you close your loan before then, you can expect to receive a reminder with instructions to enroll your account in online banking. If you use KeyBank Online Banking for any Laurel Road or KeyBank account, learn more here. PLEASE NOTE: Links in older application-related emails will be outdated. You need to use emails sent after 3/29 to return to your application. MORTGAGE APPLICANTS: Our mortgage application will be moving to the new Laurel Road login experience at a later date. For now, you should continue to use your previous login (email and password) to access your mortgage application. We’ll send an email to let you know when you should create your new login. If you are an existing member and have already created your new Laurel Road login for another account with us, you should continue to use your previous login (email and password) to access just your mortgage application at this time.
  • I’m an existing Laurel Road Student Loan or Graduate Loan account holder. Will my login change on March 29, 2021?
    If you currently have a student loan or graduate loan with Laurel Road, beginning on March 29th, you will be able to enroll in online banking using your Mohela account number. You will be required to create a new User ID and password that will replace the login you used previously with your application or at laurelroad.com. *Please note: Your student and graduate loans will continue to be serviced through Mohela at https://laurelroad.mohela.com/, but you will be able to access all the great new features of Laurel Road online banking, including a direct link to Mohela to make your payments. If you have a Laurel Road Personal Loan or Mortgage, learn more here.
  • I use KeyBank Online Banking for my Laurel Road Personal Loan, Mortgage, or another KeyBank account. Can I use the same User ID and password for online banking with Laurel Road?
    Yes, if you currently use KeyBank Online Banking for your Laurel Road originated Personal Loan, Mortgage, or any KeyBank account, beginning on March 29th you’ll be able to use the same User ID and password when you log in to your Laurel Road account. You do not need to create a separate login, as our system will recognize you. Your Laurel Road Personal Loan or Mortgage will no longer be serviced within KeyBank Online Banking, and you can use online banking with Laurel Road going forward. Please note that if you are a KeyBank Mobile App user today, you will no longer be able to use it for your Personal Loan or Mortgage beginning March 29th, 2021. If you are not currently enrolled in KeyBank Online Banking for your Personal Loan or Mortgage and would like to use Laurel Road’s new online banking to access your Laurel Road account, you will need to enroll using your account number and create a new User ID and password. Any KeyBank originated accounts you have will continue to be serviced in Key Online Banking.
  • What is the relationship between Laurel Road and KeyBank?
    Laurel Road was acquired by KeyBank on April 1, 2019. The acquisition was specifically for Laurel Road’s lending business, and includes our online lending platforms offering Student Loans, Mortgages, and Personal Loans. Laurel Road will operate as a brand of KeyBank and will continue to provide best-in-class lending products under this name.
  • Who is funding my loan?
    Loans closed with Laurel Road on or after April 1, 2019, will be originated and funded by KeyBank as Laurel Road is a brand of KeyBank N.A.