FREQUENTLY ASKED
QUESTIONS
New Accounts
1. If I apply online how long before I know if I am approved?
If you enter in a valid email address, we will contact you via email, within 1 business day
from the time you apply!
2. How will I know if I qualify for MedKey?
Our program is income based, THERE IS NO CREDIT CHECK! If you make over the
current Poverty Guidelines for the number of persons in your household you will qualify.
Currently, we are only in the state of Virginia. Please consult our Participating Providers
List to see if your facility is listed before applying.
3. What happens after I am approved?
If you apply online, you will receive an email letting you know if you are approved or
denied. If you apply by paper application, you will receive information in approximately
7-10 days. Either way you apply, the information in paper form is sent within 7-10 days,
but applying online is faster and gives you the power to start using your account as soon
as you receive your MedKey account number!
4. If I apply online, will I be notified by email or postal mail?
Both! You will first be notified by email or approval or denial. If approved, the paper
information will follow in postal mail in 7-10 days.
5. How long does it take to get my card?
Approximately 7-10 days, however you do not need to wait for the card to use your
account. Your approval email will have your account number and credit limit on it to
start using immediately.
6. Why can’t I register online for my account?
It takes one billing cycle before the statement is out on the website. Please wait until you
have received your first bill before trying to register.
7. Why is there an annual fee?
To ensure we are able to provide a low interest rate, the $20 annual card fee helps to
defer our costs of providing services.
8. When does the 90 days interest free start?
The 90 days interest free does not start until the day your charge is added to your
MedKey account.
9. What is the interest rate?
A low 5.99% APR after the first 90 days. All charges placed are interest free the first 90
days.
10. When can I expect my first bill?
MedKey mails statements each week. Our billing cycles end on the 5th, 12th, 19th and
26th. Depending on what day of the week this is on, the statements follow in
approximately 2-3 days.
11. Where do I locate my MedKey number?
Your acceptance letter will initially list your account number and the card will be
attached. Your account number will be on your card as well as your monthly statement.
12. Do I have to wait to get my card before I can use my MedKey account?
No! You can start using your account as soon as you receive the information by email!
Call your facility and ask them to submit your charge to MedKey and provide them with
your number. It is that easy!
13. How can I pay my MedKey account?
The easiest way is to manage your account online (www.medkeyinc.com). This is a free
service whereas you will have the choice of paying by bank draft (check) or debit card.
(Regular credit cards cannot be used.) You can also call our toll free number at
1-877-224-1414 where a representative will be available to take your payment over the
phone, free of charge.
14. What facilities participate with MedKey?
Click this link, and then click on “Participating Facilities”
www.medkeyinc.com
15. How can I contact MedKey?
Online at our “Contact Us” tab or by phone toll free at 1-877-224-1414 Monday-Friday.
8:00am – 4:15pm EST.
Existing Accounts
1. When are statements mailed/emailed each week?
MedKey mails/emails statements each week at the end of each billing cycle, within one
to two business days. Statement days are the 5th, 12th, 19th and 26th of each month. If this
date falls on a weekend, they are mailed the following Monday or Tuesday.
2. Where can I register for paper-less billing?
Through our website at www.medkeyinc.com
Your must first register account just as it appears on your statement. Once you are
logged into your account, choose the Paperless option at the left of the page under the
Alerts tab. You will also want to go into the Alert Subscription and sign up to send you
an alert when your statement is available for viewing.
3. Can I view my statements online?
Yes, if you have registered your account through the website.
4. How can I change my address and phone number?
Logon to your account, on the left side of the page, click on the option Change Address.
5. What if my credit limit is less than the amount I need for my medical bills?
Your credit limit is assigned only as a basis for repayment. We work with everyone to
ensure that there is coverage for what is needed. You can email or call us and we will be
happy to assess your situation. We DO NOT charge over limit fees for this service.
6. I have questions regarding the balance on my account, what should I do?
Contact us by either visiting the website, (www.medkeyinc.com), or calling our office at
1-540-224-5300 or toll free at 1-877-224-1414 M-F 8am-4:15 pm. EST. We are here to
help you resolve any issue, even if your account is past due. Together let’s find a way to
work it out! MedKey representatives are trained to offer many options to keep your
account open and current!
7. Does my account automatically close when the balances are paid off?
No, MedKey accounts are revolving lines of credit and stay open as long as the annual
card fee is paid each year. We suggest that you keep your MedKey account open even if
you do not have a balance, as you never know when you will need to use it!
8. What if I had a MedKey account, but have not used it for a long time, do I need to
reapply?
Possibly. If the annual card fee is paid each year it will remain open. However, failure to
pay the annual card fee will result in your account being closed whereas you will need to
reapply.
9. How can I request a new MedKey card?
Online at our “Contact Us” tab or by phone toll free at 1-877-224-1414 Monday-Friday.
8:00am – 4:15pm EST.
Due to the way our software was designed; a replacement card can only be sent if you are
currently carrying a balance. We apologize for this inconvenience.
10. What if I loose my MedKey card or it is stolen?
Contact us immediately either through our website by clicking on the “Contact Us” tab or
by phone toll free at 1-877-224-1414 Monday-Friday 8:00am – 4:15pm EST. We take
every precaution to ensure the bills on your account are your’s or for someone that you
have given permission, to have added to your account.
11. What facilities participate with MedKey?
Click this link, and then click on “Participating Facilities”
www.medkeyinc.com
12. How can I contact MedKey?
Through our website by clicking the “Contact Us” tab or by phone toll free at 1-877-2241414 Monday-Friday 8:00-4:15pm. EST.
Payment Questions
1. How can I pay on my MedKey account?
Option 1: You may use our on-line service to make a payment the same day or schedule
a payment on a specific day of the month or use the automatic payment plan (Recurring
Payments) that will automatically deduct it from your account the morning of your due
date.
Option 2: You can detach your monthly statement stub; send it along with your check or
money order to: MedKey PO BOX 824592 Philadelphia, PA 19182
NOTE: PLEASE ALLOW 7-10 DAYS IF USING THIS OPTION FOR PAYMENT
2. Is there a charge to pay my MedKey account over the phone or online?
No, our services are free for making payments.
3. Can I schedule my payments online for any day of the month?
Yes you can! Choose the day that is convenient for your payment to be deducted from
your financial institution. We ask you keep in mind that it is authorized the morning of
the day that you schedule. Should your payment be declined, an email will be sent
notifying you of the denial.
4. Can I sign up for automatic payments to be deducted from my checking account or debit
card?
Yes, our Recurring Payment Option automatically will pull the amount you select from
your financial institution on the morning of the due date each month! No more worrying
if you have to schedule it, it is always there to do it for you without being late!
5. What is the late fee and when is it assessed?
The late fee is $20. All payments must be received and credited to the account by the due
date appearing on your statement. There is no grace period. .
6. Why was I charged a late fee?
The reason would be that your payment was received after the due date OR the payment
received is less than the minimum payment due appearing on your statement.
If you are sending your payment by mail – please allow 7-10 business days for it to be
received and processed. Should you use a Bill Pay service, you may want to contact
their office to ask what date they actually put this payment in the mail to us. Often we
find that it is taken out of your account on a particular day, but the check is not mailed
until the end of the week. We strongly urge you to use our free online website to make
payments to ensure we receive it within the time line needed to avoid a late charge.
MedKey will not be responsible for late fees associated with Bill Pay Services.
7. How can I avoid being charged a late fee on my account?
Always make sure your payment is mailed in plenty of time to be received and processed
by the due date. If you are running close to the deadline date and time, go online and
make a payment that day or call us toll free and we will take the information over the
phone so you can avoid this additional fee.
8. How can I contact MedKey?
Online at our “Contact Us” tab or by phone toll free at 1-877-224-1414 Monday-Friday.
8:00am – 4:15pm EST.
Adding Charges Questions
1. What facilities participate with MedKey?
Click on the link below, and then click on “Participating Facilities”
www.medkeyinc.com
2. How can I add charges to my MedKey account?
Online you can logon and click on the option in the left hand panel “Charge Request”.
You can also mail the charges to us at MedKey, Inc. PO Box 40032 Roanoke, VA
24022. Calling your facility and giving them your MedKey number will also speed up
this process. If you would like for us to contact your facility, or take the charge over the
phone, please contact our office at 1-877-224-1414 Monday-Friday. 8:00am – 4:15pm
EST.
3. Do you charge over limit fees?
No. Our company was created with being able to help people budget their medical
expenses. While we have to set a credit limit on your account, we will work with you
over and above that amount to provide you with our service and discuss a monthly
payment that will work for both of us.
4. Why were charges denied from MedKey with my facility?
It could be due to a few reasons. Does the facility, at which you received services,
participate with MedKey? Is the charge still being processed through your insurance? Is
your MedKey account delinquent? Has the charge been sent to a collection agency?
If the facility is not on our Participating Provider list, then you will need to contact and
make arrangements directly through their office, for payment. If they are on our list we
would need to research the problem. Should the Provider of Service still be processing
your insurance, the charge is not eligible for MedKey until the balance becomes self pay.
If you have questions about insurance processing, please contact your provider of service.
Should your account be in a delinquent status with our office, your charge privileges may
have been revoked until it is paid up-to-date. Finally, if the charge you are trying to place
has been sent to a collection agency, it is not eligible to be applied to your MedKey
account.
5. Why can’t I see all the charges that have been added to my MedKey account?
Charges added to your MedKey account will be listed on your monthly statement only in
the month they are added to your account.