Avatar for Username

Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

This thread was archived. Please ask a new question if you need help.

Using Zelle to send money from Key Bank blocked by Firefox

  • 4 replies
  • 2 have this problem
  • 29 views
  • Last reply by JG

JG
JG
more options

I have successfully used the money sending app called Zelle to send money from Key Bank. But it only works sometimes. Usually I get an error message telling me Zelle is unavailable to me at this time and please call Key Bank customer service.

Key Bank customer service said that there is a conflict with Zelle and Firefox but I don't understand what it is. Like I said I have used it successfully in the past but usually it doesn't work. All customer service does is tell me to use a different browser.

I have cleared my cache, removed Key Bank cookies and closed and reopened Firefox but none of that helped.

Note: I only use the Zelle app through Key Bank; it is not an app I have downloaded.

Suggestions appreciated. Thank you

I have successfully used the money sending app called Zelle to send money from Key Bank. But it only works sometimes. Usually I get an error message telling me Zelle is unavailable to me at this time and please call Key Bank customer service. Key Bank customer service said that there is a conflict with Zelle and Firefox but I don't understand what it is. Like I said I have used it successfully in the past but usually it doesn't work. All customer service does is tell me to use a different browser. I have cleared my cache, removed Key Bank cookies and closed and reopened Firefox but none of that helped. Note: I only use the Zelle app through Key Bank; it is not an app I have downloaded. Suggestions appreciated. Thank you

All Replies (4)

agfox35
agfox35
more options

I have the same problem w/Key and the same error msg. When I contacted Key support, I received this reply: Emily B <[email]>

9:25 AM (5 hours ago)

to AGFOX35 Dear Joseph,

Thanks for telling us about your experience with KeyBank. We take your feedback seriously and want to follow up on the issue you described in your recent survey response.

At this time Zelle and Firefox are not compatible, we suggest changing to a different browser such as Google Chrome, Microsoft Edge, or Safari for your online banking and Zelle concerns. If you have any additional questions, please email or call me directly at [phone number]

Thanks again for taking the time to share your thoughts.

Sincerely, Emily B Customer Advocate Team Member

Why are Zelle & KeyBank incompatible? Other Banks seem to be able to tolerate Zelle.

Modified by Andrew

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 25 Contributor
more options

I wonder whether this is related to cross-site cookies or other privacy protections that Firefox has amped up in recent versions. Do either you use the "Strict" level of Tracking Protection, or the Custom level with blocking of "Cross site cookies"? (It hopefully works fine to block "Cross-site tracking cookies".)

JG
JG Question owner
more options

@agfox35

Thanks for sharing your Zelle and Firefox experience.

I also sent some feedback to Key Bank about my issues with trying to use Zelle and I got a reply similar to yours but less specific. Here's the email I got:

Dear Jeanie,

Thanks for telling us about your experience with KeyBank. We take your feedback seriously and want to follow up on the issue you described in your recent survey response.

We're sorry for any frustration it may have caused and would like to discuss it with you. Please call our Digital Experts at 800-539-1539 for further assistance.

Thanks again for taking the time to share your thoughts.

Sincerely, Akeem G. Client Advocate

I did not call the Digital Experts number given because I had already spoken to them and I was told it would be better to use something other than Firefox. It seems ridiculous that they want their customers to use a different browser for something that should be so simple. I guess it's too much trouble for them to try to fix whatever the issue is. What is weird is that Zelle works sometimes but not sure why. For now I'll just find a different way to send money.

JG
JG Question owner
more options

@jscher2000

Thanks for your suggestions.

I use standard tracking and not sure about the cross site cookies. I don't usually change any of the Firefox default settings or do any custom settings.