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FAQs

General FAQs

Q. What is STAR Bank's routing number?
A. The routing number is 074901672.

Q. I need account information. What's my balance? What were the last three checks to clear?
A. You have three quick and easy ways to access all this information: call your local [toll-free] 24-hour banking line, seven days a week, 24 hours a day; view your account using online banking; or call Customer Service anytime between 7:30 AM and 10:00 PM, Monday through Friday, and anytime between 8:00 AM and 5:00 PM on Saturday.

Q. I need my loan payoff. How do I get it?
A. To obtain the payoff on your loan, please visit your nearest banking center or call STAR Customer Service at 888-395-2447. Customer Service representatives are available Monday through Friday 7:30 a.m. to 10 p.m. and Saturdays 8 a.m. to 5 p.m.

Q. How can I place a stop payment on a check without going into a branch?
A. We can help you stop payment on a check three different ways: e-mail your request to us at customer.service@starfinancial.com; fill out the stop payment request form found at online banking; or call Customer Service anytime between 7:30 AM and 10:00 PM, Monday through Friday, and anytime between 8:00 AM and 5:00 PM on Saturday.

Q. May I transfer money between my STAR accounts?
A. You have three different ways to easily transfer funds between your accounts: you can use 24-hour banking line, online banking, or call Customer Service anytime between 7:30 AM and 10:00 PM, Monday through Friday, and anytime between 8:00 AM and 5:00 PM on Saturday.

Q. How can I receive cash after regular banking hours?
A. You can conveniently access your funds at any of our no-fee 24-hour ATMs.  Visit Find Us for a list of locations, including those outside Indiana.

Q. My debit card or credit card is lost, or was stolen … who do I notify?
A. Call Customer Service immediately, seven days a week, 24 hours a day.

 

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HSA FAQs
Q. Who is eligible for a Health Savings Account?
A. To be eligible for a Health Savings Account, an individual must be covered by a HSA-qualified High Deductible Health Plan (HDHP) and must not be covered by other health insurance that is not an HDHP.  Certain types of insurance are not considered "health insurance" (see below) and will not jeopardize your eligibility for an HSA.

Q. Can I get an HSA even if I have other insurance that pays medical bills?
A. You are only allowed to have automobile, dental, vision, disability and long-term care insurance at the same time as an HDHP.  You may also have coverage for a specific disease or illness as long as it pays a specific dollar amount when the policy is triggered. Wellness programs offered by your employer are also permitted if they do not pay significant medical benefits.

Q. Does the HDHP policy have to be in my name to open an HSA?
A. No, the policy does not have to be in your name.  As long as you have coverage under the HDHP policy, you can be eligible for an HSA (assuming you meet the other eligibility requirements for contributing to an HSA). You can still be eligible for an HSA even if the policy is in your spouse's name.

Q. I don't have health insurance, can I get an HSA?
A. You cannot establish and contribute to an HSA unless you have coverage under a HDHP.

Q. I'm on Medicare, can I have an HSA?
A. You are not eligible for an HSA after you have enrolled in Medicare.  If you had an HSA before you enrolled in Medicare, you can keep it.  However, you cannot continue to make contributions to an HSA after you enroll in Medicare.

Q. I am a Veteran, can I have an HSA?
A. If you have received any health benefits from the Veterans Administration or one of their facilities, including prescription drugs, in the last three months, you are not eligible for an HSA.

Q. I'm active-duty military and have Tricare coverage, can I have an HSA?
A. At this time, Tricare does not offer an HDHP options so you are not eligible for an HSA.

Q. My employer offers an FSA, can I have both an FSA and an HSA?
A. You can have both types of accounts, but only under certain circumstances. General Flexible Spending Arrangements (FSAs) will probably make you ineligible for an HSA.  If your employer offers a "limited purpose" (limited to dental, vision or preventive care) or "post-deductible" (pay for medical expenses after the plan deductible is met) FSA, then you can still be eligible for an HSA.  

Q. My employer offers an HRA, can I have both an HRA and an HSA?
A. You can have both types of accounts, but only under certain circumstances.  General Health Reimbursement Arrangements (HRAs) will probably make you ineligible for an HSA.  If your employer offers a "limited purpose" (limited to dental, vision or preventive care) or "post-deductible" (pay for medical expenses after the plan deductible is met) HRA, then you can still be eligible for an HSA.  If your employer contributes to an HRA that can only be used when you retire, you can still be eligible for an HSA.

Q. My spouse has an FSA or HRA through their employer, can I have HSA? 
A. You cannot have an HSA if your spouse's FSA or HRA can pay for any of your medical expenses before your HDHP deductible is met. 

Q. I don't have a job, can I have an HSA?
A. Yes, if you have coverage under an HDHP. You do not have to have earned income from employment - in other words, the money can be from your own personal savings, income from dividends, unemployment or welfare benefits, etc.

Q. Does my income affect whether I can have an HSA? 
A. There are no income limits that affect HSA eligibility.  However, if you do not file a federal income tax return, you may not receive all the tax benefits HSAs offer.

Q. Can I start an HSA for my child?
A. No, you cannot establish separate accounts for your dependent children, including children who can legally be claimed as a dependent on your tax return. 

Q. I'm a single parent with HDHP coverage but have child/relative that can be claimed as a dependent for tax purposes, and this dependent also has non-HDHP coverage. Am I still eligible for an HSA? 
A. Yes, you are still eligible for an HSA.  Your dependent's non-HDHP coverage does not affect your eligibility, even if they are covered by your HDHP.

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ID Theft FAQs
Identity theft is the fastest-growing crime on the government's list of consumer fraud complaints for the fourth consecutive year, according to the Federal Trade Commission. Here are some of the more commonly asked questions about this scary crime. 

Q. What's the first thing I should do when I find out my identity has been stolen?
A.  Click here  to visit a 24 step process that will provide detailed guidance to assist you in notifying the proper authorities of the theft and protecting yourself from further losses. 

Q. Do I really have to give my Social Security number at my doctor's office?
A. You can say no. While any business or agency can ask for your number, few can actually demand it. Agencies that can demand it are generally government related, such as motor vehicle departments, tax departments and welfare departments. Because Social Security numbers are required for transactions involving taxes, entities such as banks, brokerages, employers also have a legitimate need for your number. Most other businesses have no legal right to demand your number. Always ask if they'll accept an alternative piece of identification. 

Q. How can I protect myself from identity theft?
A. Aside from getting a free credit report at least once a year at www.annualcreditreport.com to monitor your credit, you should always be alert when your monthly financial statements arrive. Carefully read over your bank statements and other creditor statements to make sure you recognize all the items listed. Get a cross-cut shredder and shred bank statements, credit card offers, or any other document with your financial information on it. Mind your credit card receipts because some still list your full account numbers and expiration dates. 

Q. How does identity theft happen?
A. All it takes is one slip (of paper) for an identity thief to strike. The most obvious way to steal someone's identity is to snatch a wallet. Thieves also comb the dumpsters of banks, mortgage companies, restaurants and other businesses for receipts, credit slips and applications. Skimming devices are also used to take the encoded information on the magnetic strips and create new accounts. Then there's shoulder-surfing, when thieves stand close enough to see PINs punched in by ATM or phone booth users. And if you have a common name, your credit's more likely to get mixed up with the other John Smiths out there. 

Q. Should I consider purchasing an identity theft insurance policy or a credit monitoring service? 
A. If you've been the victim of identity theft and need to keep a close eye on things like credit card and loan applications, or if you just like to stay on top of your credit information, you will always be your best source of notice and prevention. Several identity theft companies have recently been indicted because of false business practices. Most of these types of companies will charge you for services that you can perform in less than three minutes by phone. Also keep in mind that the three credit bureaus and the Federal Trade Commission can provide some of the same services for free as well.

Q. What is "Phishing"?
A. In the field of computer security, phishing is the criminally fraudulent process of attempting to acquire sensitive information such as usernames, passwords and credit card details by masquerading as a trustworthy entity in an electronic communication. Communications purporting to be from popular social web sites, auction sites, online payment processors or IT administrators are commonly used to lure the unsuspecting public. Phishing is typically carried out by e-mail or instant messaging and it often directs users to enter details at a fake website whose look and feel are almost identical to the legitimate one. Even when using server authentication, it may require tremendous skill to detect that the website is fake. Phishing is an example of social engineering techniques used to fool users, and exploits the poor usability of current web security technologies. Attempts to deal with the growing number of reported phishing incidents include legislation, user training, public awareness, and technical security measures.

Q. What is the "Secret Shopper" scam?
A. The scam might work this way: People respond to an ad looking for a mystery shopper or a secret shopper. When they contact the company about the position, they are told they can earn money by purchasing items at different stores or dining at different restaurants. The company then sends an employment packet. The packet includes business evaluation forms, a training assignment, and a cashier's check, often ranging between $2,000 and $4,000. The training assignment is to cash the check, pose as a customer, and wire the money to an address in Canada. The scam is that the check is fake. The check bounces after the person wires the money, leaving the person liable for the fake check. People who apply for the secret shopper or mystery shopper jobs are told by the company that they have only 48 hours to complete the assignment or they will lose the job. The scam may also gather your information off the Internet from your resume if posted to sites such as monster.com or careerbuilder.com.

Q. So you won the lottery?
A. The first question you must ask yourself is "When or did I enter the lottery?"  If you've received the notice by e-mail, there's no place to put your e-mail address on the lottery ticket you may have purchased. If you receive the notice my mail, and you never entered the foreign lottery, your ship did not come in.  In reality, it's the Titanic going out. Here's a checklist if you still need further convincing that the lottery winning is a fake:

  • There is no such thing as free money. If someone has an inheritance that they want to process, there are a millions of ways to do it. A random email to a random person (you) is one such way. If a bank wants to verify your account, you should call them and do it on the phone. If your Hotmail account is going to be closed and your password is required, call them and provide the information on the phone.
  • Are they asking for your account number or Social Security number? If a bank is asking for your account number of Social Security number, they more than likely already have that information. But to be sure, call them up and talk to someone in person.
  • Patience is a virtue. Ask around about this email. Someone in your family might know more about the email. What does the internet say? Try posting a part of the email in Live Search and see what it says. There is no need for you to respond right away. 
  • Capitalism: You must ask yourself:  Why would a large company (that does not run a lottery) run a lottery? No one has free money to give away. Wouldn't that annoy the shareholders? 
  • And, the number one rule to protect yourself on the Internet is: "I am responsible for my own safety." Things that are too good to be true are probably that. Thus, you need to double or triple check any claims made through email. 


Q. How can I keep up with all the scams that are taking place?
A. Almost on a daily basis, STAR posts the latest information on scams. Click here for  Fraud Prevention.

Q. I've been asked to help a foreign official get $25 million out of his country. Is this a scam?
A. This particular type of Con is referred to as an "Advance Fee Fraud,"  "Four-One-Nine" or "419 Fraud" after the revised and expanded Section 419 of the Criminal Code of Nigeria which relates to fraud and internet activity. Most commonly, however, it is simply referred to as a "419 scam" and comes in many different forms, the Nigeria scam being just one of them.

Top 10 warning signs of a 419 or Nigerian E-Mail Scam

  • A promise to share or transfer millions of dollars to you for your help or participation. (Out of five billion people in the world you were singled out as this fortunate person, lucky you). 
  • The e-mail or correspondence is marked "urgent," "top secret" or "highly confidential" and demands you act immediately. (Time is commonly of the essence). 
  • The sender claims to be an exiled Dignitary, Cabinet Member, General, CEO, CFO, lawyer, doctor or the heir of some other important person or top official to gain your confidence. The Gifter usually uses a Hotmail, Yahoo, Netscape or other such free and anonymous e-mail service to send you the message. 
  • Claims to have obtained your e-mail address "during a personal research on the Internet" or from an unidentified "friend who was once on diplomatic mission." 
  • The proposal contains a seemingly unlikely situation, i.e. overpaid millions on a contract, royal money or assets frozen by a foreign government, an inheritance, or money, gold or diamonds that need to immediately be transferred or be lost forever. 
  • Claims to have smuggled the funds, jewels or precious metals out of their native country in a "diplomatic package" or "consignment" unbeknownst to their unstable or corrupt government. 
  • Seeks an "honest foreign partner" to help with them with their crisis situation. 
  • States they are working with an unidentified "Security Company" or the "Central Bank of Nigeria" (who is as much a victim of the scam as the Mark (you), having received countless numbers of complaints). 
  • Requests personal information from you, i.e. your full name, bank account information and routing numbers, home or business telephone and facsimile numbers, or a copy of your letterhead. 
  • The solicitation or contact requires you to advance money "up front" to secure your participation in the transaction. (Hence, its nickname of "Advanced Fee Fraud") 

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Insurance FAQs
Q. Can I insure someone else's vehicle?
A. Yes, you can insure the property of another person however you have to have authorization to do so and the owner is benefited, or another insured interest in that property exists. An example would be: Dad says "you can use my spare car but you have to get your own coverage." If you have permissive use from the owner of the vehicle then you have an insurable interest. However, only the legal owner of the property can receive compensation for the property in the event of a covered loss.  If you are insuring for liability only, then this is not an issue. 

Q.  What should I do if I have an auto accident?
A. If you have an accident, follow these steps to help speed up the processing of your claim:

  • Call the police
  • Stay at the scene
  • Do not discuss the accident with anyone but the police at the scene
  • Do not discuss details of your insurance coverage or your policy limits
  • Get police report number, if possible
  • Write down names, addresses and phone numbers of others involved in the accident and witnesses
  • Write down the license numbers and insurance company names and policy numbers of everyone involved in the accident
  • Contact your claims representative or insurance agent


Q. What is GAP insurance?
A. GAP insurance can provide valuable protection during the early years of your car's life if you have a loan or lease. If a loss occurs, GAP insurance will pay the difference between the current outstanding balance on your loan or lease and the actual cash value of the vehicle. GAP insurance protects your vehicle lease or loan. The amount between your insurance deductible and the loss from a financial shortfall is the "gap" you can be left owing.

Q. How much automobile insurance should I buy?
A. When working with auto insurance, the higher your limits the more financial protection you will have in the event of a lawsuit. Indiana requires minimum liability limits of $25,000/$50,000. Unfortunately, this is generally not enough to cover a potential overall loss you face. Higher liability limits should be considered. With other coverages, like bodily injury liability, personal injury protection, property damage liability and uninsured motorist coverage, how much insurance you should carry depends on the level of protection that makes you feel comfortable, as well as how much you can spend for insurance premiums. Remember, in an accident where you are at fault, you may be responsible for medical expenses, loss of wages, awards for pain and suffering and damage to vehicles or personal property.

Q. When I rent a car, does the rental company insure it or is it covered under my policy?
A. Rental coverage varies greatly with both insurance companies and car rental companies. Many rental agreements state that your personal insurance is the primary coverage and any rental company coverage is secondary. Keep in mind that by not purchasing the insurance through the rental company, you may not have enough protection. It's a good idea to thoroughly read the rental agreement for items not covered under your regular auto insurance before making your decision.

Q. I don't own very much. Why should I get renter's insurance coverage?
A. Make a list of all of your belongings, such as your TV, computer, stereo, furniture and clothing. Now, estimate the total value of these items. Can you afford to replace all these items with assistance? If the answer is no, then renters insurance is for you!

Q. Are my jewelry and other valuables covered?
A. A standard homeowner's policy provides from $1,000 to $2,000 for theft of jewelry. If your jewelry is worth a lot more, you may want to consider purchasing additional coverage. You may wish to add a floater to your policy to cover specific pieces of jewelry and other expensive items such as electronic equipment, paintings, stamp collections, or silverware, for example. The floater will provide you with higher limits as well as protect you from additional risks that may not be covered in your normal policy.

Q. Am I covered for flood damage?
A. No. If you live in a flood-prone area, it may be wise to purchase flood coverage. Flood insurance is provided by the federal government, under a program run by the Federal Insurance Administration. For information pertaining to flood coverage, visit their website at: www.fema.gov

Q. I have children away at college. Are they covered by my homeowner's insurance?|
A. If they are a full-time college student and part of your household, your insurance generally provides some coverage in a dorm room; typically the homeowner's policy provides 10% of the contents limit. If they live off campus, some companies may not provide this limit if the apartment is rented in the student's name. Contact your insurance agent for more details!

Q. Is Fido causing my premium to increase?
A. You may have the most loveable dog in the world whose attack method of choice is to lick someone to death. However, your insurance coverage may look at Fido differently. Homeowner insurance companies are not very excited about insuring certain breeds of dogs and as a result, you may pay more for your policy. If you are thinking of adding a four-legged addition to your family, you might want to check with your insurance agent before making a final decision. 

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Leasing FAQs
Q. What type of equipment does STAR lease?
A. STAR Equipment Finance leases commercial equipment typically used by businesses including fleet vehicles, construction, shipping, medical, logistics and production.  Please contact your STAR banker if you are interested in financing a car, boat or other piece of equipment for personal use.

Q. Why Lease and not a Loan?
A. Term loans often require down payments which can be 20% or more of the purchase price. Leases offer 100% financing as well as the option to finance certain soft costs such as freight, installation and other ancillary items related to the equipment. 100% financing plus the ability to finance certain soft costs help businesses preserve their working capital.

Q. I want to own my equipment. Why would a business want to lease?
A. Many business owners tell us that they prefer to own their equipment. With a Conditional Sales Agreement (that is commonly known as a $1 buyout or finance lease), the business has all the benefits of ownership including depreciation and interest deductions. The asset is capitalized on the balance sheet just as if the business paid cash or financed via a term loan. The benefit to the business is the ability to receive 100% financing as well as the ability to finance soft costs thus preserving working capital.

Q. My vendor offers financing. Why should I lease with STAR?
A. STAR takes the time to learn about your business and offer financing solutions such as interest only periods, seasonal payments or deferred first payments. Because we're not trying to sell you equipment, a lease quote from STAR enables you to evaluate the financing as a stand alone cost and makes it easy to separate the equipment price from the financing decision.  

Q. There are many different options and somewhat confusing terminology associated with a lease, how do I know I'm making the right choice?
A. Leasing doesn't have to be that complicated. STAR professionals will explain the details to your satisfaction and provide alternative options that you may find attractive based on your objectives. 

Q. How do I get started?  
A.  Complete this form and a STAR Equipment Finance Representative will contact you within one business day to discuss your request and what leasing alternatives may be a good fit for your next purchase. 

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Mortgage FAQs
Q. What are the advantages of purchasing a home?
A. Buying a home gives you benefits such as tax savings because interest payments on a home mortgage are 100% tax deductible (consult your tax advisor to learn more). And as you continue to pay your mortgage payment, you build equity in your home, as opposed to a rent payment that goes into somebody else's pocket.

Q. How much do I need for a down payment?
A. There are many loan programs to meet your financial needs.  Some programs require as little as 3.5% for the down payment.  Typically, if the down payment is less than 20%, private mortgage insurance is required.  Private Mortgage Insurance is insurance for a loss by a lender due to a borrower default.  The premium is paid by a borrower and is included in the borrower's monthly payment.

Q. When should I refinance?
A. Whether to refinance or not can be a confusing decision.  Three questions to ask are:  How long will it take to re-coup any fees that you add to your new loan balance?  Are rates low enough to create a big enough benefit over time?  Has my home appreciated in market value?

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OLB FAQs 
GENERAL QUESTIONS

Q. How can I apply for online banking and/or receive e-statements?
A. Simply fill out our Online Banking Sign-Up Form or visit any of our convenient office locations to sign up for these services as well as free electronic bill pay.

Q. Once I apply for online banking, how long will it be before I can use the online banking system?
A. For personal online banking, approximately 24 hours after we receive your application, you will receive a confirmation e-mail containing your user name and first timer user instructions. For business online banking, 72 hours after we receive your application, you will receive a confirmation e-mail containing your login information. Please call Customer Service if you need help.

Q. How do I log in the first time?
A. Enter your user ID, do not enter your password, check the box for first time user and click login. You will be prompted to choose a phone number or e-mail address to receive a secure access code. Once you receive your secure access code, enter in the box and click continue. Update your profile and create a new password.

Q. Can I change my user ID and password?
A. Yes, you will be able to change your user ID to sign on to online banking, a function that was not available in the old system. You will be able to change your password just like you have with the old system.

Q. How much account history will be available?
A. You will be able to view at least current year-to-date history as well as the entire previous year of account history.

Q. Can I send a secure message to the bank while signed into online banking?
A. Yes, you will be able to send a secure message to us without logging out of the online banking system by going to "messages" under the services tab.

Q. Can I set up alerts on my accounts?
A. Yes, you will be able to set up account alerts to be sent via voice, mobile, text and/or e-mail. These alerts can notify you when your account is above or below a specified amount. General alerts based on date are also available. For example, if your anniversary is 6/10, you can have an alert sent to you as a reminder.

Q. Can I change the listing order in which I view my accounts?
A. Yes, you will be able to select the order in which your accounts appear on the page.

Q. Do you have mobile banking?
A. Yes, mobile banking is available to all online banking users.

Q. What if I forget my password?
A. If you forget your password, you can leave the password section blank on the log in page, put a check in the "Forgot Password" box and choose "Log in." You can also contact STAR Customer Service.

Q. Can I export to an Excel spreadsheet?
A. Yes, you can export your account information to an Excel spreadsheet, as well as to a .csv formatted file, Quicken and Quickbooks.

Q. What are the cut-off times for online transactions?
A. The cut-off time for Wires and Bill Payments is 3:00 PM ET, ACH transactions are 4:00 PM ET and Funds Transfers is 9:00 PM ET.

Q. What version of Adobe Acrobat Reader should I use to view my online statement?
A. You should use the latest version available for your operating system. To download a FREE version of Adobe Acrobat Reader that's right for your system, http://get.adobe.com/reader/.


BILL PAY

Q. What is online bill pay?
A. Online bill pay is a service that allows you to pay virtually anyone or any company through your online banking account. You determine who you want to pay, when you want to make the payment, and which account you want the payment to come from. It's safe, secure and easy to use.

Q: What are the primary benefits of online bill pay?
A: Here's a quick list of the many ways you can benefit from using online bill pay.

  • Save time. It takes only minutes to pay your bills each month. You save time on trips to the post office and filing away paper receipts. In addition, smart features such as recurring payments allow you to set up a schedule to pay your bills automatically.
  • Save money. Online bill pay saves on postage, envelopes, late fees, and checks. If you pay just 10 bills per month, you can easily save over $75.00* per year.
  • Stay organized. Your payment history is stored online so you won't have to file and sort through paper receipts.
  • Gain peace of mind. You can schedule payments in advance so you won't have to worry about paying bills when you travel. Bill pay reminders are also available to notify you it's time to pay your bill.
  • Help the environment by saving paper. With online bill pay, there are no checks to write or envelopes to mail. That's good news for you and the environment.

*Savings are approximate and based upon the average annual cost of stamps, envelopes, and checks required for paying ten bills per month.

Q. Who can I pay with online bill pay?
A. You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter, or relative.

Q. Is there a fee to use bill pay?
A. No.

Q. How do I enroll in online bill pay?
A. You can enroll for online bill pay in three easy steps:

  1. Access and login to your STAR online banking account.
  2. Use the "Bill Pay" link to access the enrollment form.
  3. Complete the enrollment form and click submit.


Q. Who needs to enroll in online bill pay?
A. First time bill pay users will need to enroll in Bill Pay to begin using the service.

Q. How do I start using online bill pay?
A. First, you need to enroll to activate your online bill pay account. If you haven't enrolled, please follow the three steps shown above. If you have enrolled, you can make a payment in four easy steps.

  1. Grab a bill and login to your STAR online banking.
  2. Click on the "Bill Pay" link.
  3. Click the "Add a Payee" button on your dashboard.
  4. Enter the amount you want paid and make your payment.


Q: How are online payments delivered?
A: Payments are sent one of two ways—electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.

Q: Is online bill pay secure?
A: Paying bills online is one of the safest ways to pay your bills. Online bill pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real time access to your payments activity.

Q: How long does it take before my payment is received?
A: Generally, your payment is received within 2 to 7 days, depending on whether or not it is sent electronically or via paper check.

Q: How are the scheduled payments processed with online bill pay?
A: Bill Payments will memo post to the account when they are processed by the payee. For electronic payments, customer can expect to see it post to their activity at approximately 3 PM (EST) the day the payment is sent to the payee. For paper checks, typically they should see it post within 5 to 7 business days.

Q. What is a payee?
A. A payee is the person or company you are sending your payment to.

Q. What happens if the payee changes their address, phone number, etc?
A. When a payee changes any contact information, it is important that you edit the payee information.

Q. If I edit the payee's information, will it become effective for the future scheduled payments?
A. Yes, the new payee information will carry over to all future dated payments.

Q. What happens if the payee does not receive the paper check sent via bill pay?
A. If a bill pay check is lost in the mail, you can issue a stop payment on the check, free of charge, 10 business days after it was sent (processed). If you would like to stop a bill pay check prior to this date, there is a $30.00 stop payment fee.

Q. Can I stop payment on a bill pay transaction that is submitted electronically?
A. No, bill payments sent electronically are sent directly to the payee on the date scheduled. We can request the funds back from the payee but it is up to them to return the money.

Q. What time are my bill payments sent to the company?
A. All bill payment requests are processed at 3:00 PM on normal business days (Monday – Friday) on the send date selected when you originally scheduled the payment.

Q. How do I check the status of a payment?
A. You can check your bill payment history under the new Bill Pay dashboard under the “Payments” menu.
Please note: 12 months of bill payment history will carry over into the new Online Bill Payment dashboard. Payments older than 12 months will be housed under Online Activity.

Q. Why is a payment not showing up on my account history page?
A. Your bill pay transactions will not show up on the account history page until the payee accepts and processes your payment on their side. Once the company or individual cashes your check or processes your electronic payment, it will post to your account history.

Q. How will I know my bill has been paid?
A. You will need to check your account history and statements to make sure your bill payment has been received or cashed by the payee. It is also a best practice to check your monthly bill with the payee to make sure they processed you payment in a timely manner.

Q. Why does my payment come out of "X" checking account when I want it to come out of "Y" checking account?
A. The payment account defaults to the most active checking account. You can choose to switch what account you want it to pay out of by using the drop-down menu on the Payments screen.

Q. Can I schedule recurring payments?
A. Yes, you can create recurring payments for any payee. You can choose when you want it to start, how many payments to send, how much the bill is, and what day(s) to send it on.

Q. Can I skip one of my payments scheduled as a recurring payment?
A. Yes.

Q. It says I'm over my bill pay transaction limit. What does this mean?
A. Each person is designated with a bill pay amount limit. However, if you want to go over your limit, please contact your local banker or Customer Service.


BUSINESS ONLINE BANKING

Q: How do I enroll for business online bill pay?
A: To enroll, complete the online enrollment form. Or call us at and we will help set you up.

Q: How do I start using business online bill pay?
A: First, you need to enroll to activate your business online bill pay account. If you haven't enrolled, please follow the instructions shown above.

If you have enrolled, you can set up payees and start making payments in a few easy steps:

  • Go to the "Payees" tab
  • Click "Add a Payee"
  • Choose to add a company, individual or bank or credit union
  • Complete form by providing requested information about payee and "submit payee"
  • Then click "schedule a payment to this payee"


Q. What is a recipient?

A. A recipient is a receiving party of a credit or debit ACH item or wire transfer initiated through online banking. A recipient must be set up before transactions can be conducted.

Q. What is dual authorization?
A. Dual authorization is when a transaction initiated through online banking requires the approval of two users to finalize and send the transaction to the bank for completion.

Q. Can wires and ACH items be set up as recurring on online banking?
A. Yes, wires and ACH items can be set up as recurring items.

Q. As a business supervisor user, can customers add and delete users themselves?
A. Yes, if a business customer is the primary user, he/she may add or delete users to their online banking account.

Q. What file types can be imported in the ACH section?
A. Only NACHA formatted files can be imported.

> Making bill payments
Q: Does business online bill pay have Quicken/QuickBooks integration?
A: Yes. You can import payees from Quicken or QuickBooks directly into your business online bill pay account.

Q: Can I set up recurring payments?
A: Business online bill pay allows you to set up recurring payments for bills that are consistent every month. Examples include insurance payments, contractual payments, or your office lease.

Q: Can I pay multiple invoices at once?
A: Absolutely. With extended remittance you can send a single payment for multiple invoices from a single vendor.

> Delegating tasks and setting permission controls
Q: What kinds of payment responsibilities can I delegate?

A: You can delegate the payment responsibilities you want, such as paying utilities and suppliers, running reports or accessing payment history.

Q: What kind of permission controls can I set?
A: Specify who can make payments, which payments they can make, and the maximum payment amount. You can also set up final approvals so you give the go-ahead before any payments are made.

> Customized reporting
Q: What kind of customized reports can I run?
A: You can run reports that allow you to:

  • Have the audit information you need
  • Review your spending
  • View the payment activity of your authorized users


> Account-to-account transfers
Q: How can I use the account-to-account transfer feature?

A: This feature allows your business to transfer money from different accounts. These can be setup as a one-time single transfer or recurring transfers. You can also move funds back and forth between your personal and business accounts to help facilitate operations.

Q: What are the major benefits of this feature?
A: Account-to-account transfers provide you with:

  • Quick and flexible method for improving cash flow
  • Anytime, anywhere transfer of funds
  • Less expensive option than wire transfers


> Payroll automation

Q: How can I use the payroll automation feature?
A: You can automate your payroll and expense reimbursement, saving time, improving organization, and enhancing control. That means no more manual calculations, spreadsheets or check writing.

Q: What are the major benefits of this feature?
A: Payroll automation provides you with:

  • Online access so you can handle payroll anytime, anywhere
  • Payroll history that's automatically updated and stored for you
  • Filter options that allow you to set salaried and hourly employee compensation parameters
  • Reminder emails that help you stay on top of when payroll is due


MULTI FACTOR AUTHENTICATION (MFA) SECURITY

Q. Why do I have to get a code every time I log in?
A. If you choose one-time access, you will be prompted for a secure access code each time you attempt to log in from that computer. If you choose to authenticate a computer for future use, you will only need to request the code once and will not need to re-authenticate your computer the next time you log in.

Q. I delete my cookies every day. Is there a way to keep from having to get a code each time I log in?
A. If you choose to delete the Internet cookies from a browser, you will need to request a new secure code each time a login is attempted. If you choose to delete your cookies on your active browser, a dedicated browser for online banking access is recommended, where cookies will not need to be deleted.

Q. Can I opt out of MFA?
A. No. Multi Factor Authentication is intended to protect you against the never ending threat of fraud. Security tools including MFA are mandated by the Federal Financial Institutions Examination Council, FFIEC, and these tools are required to be used by all online banking customers.

Q. Why didn't I get my code? I requested it several minutes ago.
A. There are situations which may cause the delayed delivery of a secure access code. If a code is requested to be sent to an e-mail address, it may be delayed by the items such as Internet connection, the Internet service provider or SPAM filters. Text messages or phone calls may be delayed by the phone service provider. If you request multiple codes during the same log in attempt, the past codes will be invalid. Only the last requested code will be valid. Also, secure access codes expire after three hours. If you received your code more than three hours ago, you will need to request a new secure access code and use the code within that time frame.

Q. I received a code at work, but it won't work on my home computer. Why is that?
A. Secure access codes can only be used one time. If you request a secure code and use that code for your work computer, you will need to request a new code for your home computer.

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Treasury Managment FAQs
Q. What types of Treasury Management services do you have for small businesses?
A. STAR has a complete suite of Treasury Management products/services. STAR's Treasury Management services are designed to help you manage your cash flow electronically in an efficient and secure environment.

Q. How can you assist in speeding up the collection of my receivables?
A. Speeding the collection of your receivables is a significant issue for most businesses. STAR has several solutions to assist in the process again utilizing as much or as little technology as you choose. Bank Within sets you up to scan and process all your check receivables without ever leaving your office. STAR's Lock Box system allows you to outsource your receivables. These are just two solutions that STAR has available. Visit  Account Receivable Solutions for other time and money savings solutions. 

Q. How can you help me make federal tax payments?
A. STAR provides you with two options. You can authorize payment from your account to the IRS or you can authorize the IRS to access your account and pull the funds to pay your taxes. 

Q. How can I save on the cost issuing payroll checks?
A. STAR has two cost-saving payroll options: direct deposit and Expressway, our payroll card solution.

Q. Who do I need to contact if I want more information on these or any other Treasury Management products/services?
A. If you need information about Treasury Management products/services, please contact treasury.services@starfinancial.com

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