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Q. What is STAR Bank's routing number?

A. Our routing number is 074901672.

Q. How can I check my account information such as my balance or my last three checks to clear?

A. You have three quick and easy ways to access account information: 

  1. Call your local toll-free 24-hour banking line, seven days a week, 24 hours a day 
  2. View your account using online banking
  3. Call Customer Solutions at 888-395-2447 M-F 7:30 AM to 10 PM and Saturdays 8:00 AM to 5:00 PM.

Q. How can I get my loan payoff?

A. To find out the payoff amount on your loan, visit your nearest banking center or call STAR Customer Solutions at 888-395-2447 M-F 7:30 AM to 10:00 PM and Saturdays 8:00 AM to 5:00 PM.

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: 

  1. E-mail your request to us at customer.solutions@starfinancial.com
  2. Fill out the stop payment request form found within online banking
  3. Call Customer Solutions at 888-395-2447 M-F 7:30 AM to 10 PM and Saturdays 8:00 AM to 5:00 PM.

Q. How can I transfer money from one account to another?

A. You have three different ways to easily transfer funds between your accounts: 

  1. Dial into the 24-hour automated banking line
  2. Log into online banking
  3. Call Customer Solutions at 888-395-2447 M-F 7:30 AM to 10 PM and Saturdays 8:00 AM to 5:00 PM. Please note a $5 service fee applies.

Q. What should I do if I use my STAR Debit MasterCard® online and I’m asked for a MasterCard® SecureCode™? 

A. MasterCard SecureCode is a private code for your MasterCard account that gives you an additional layer of online shopping security. For more information or to register your card for a SecureCode, please visit www.mastercard.us/securecode.html.

Q. Who is eligible for a Health Savings Account (HSA)?

A. To be eligible for a Health Savings Account, an individual must be covered by an HSA-qualified High Deductible Health Plan (HDHP). You can also 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 an 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 a Flexible Spending Account (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 Accounts (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 an 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. Can I have an HSA if I do not have a job?

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 dependents on your tax return. 

Q. I'm a single parent with HDHP coverage but have a child/relative who 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.

Q. My debit card or credit card is lost or stolen … what should I do?

A. Call Customer Solutions immediately at 888-395-2447 M-F 7:30 AM to 10 PM and Saturdays 8:00 AM to 5:00 PM. After normal business hours, please use the number above. You will be redirected to a Fraud Center Representative who will assist you.

Q. What should I do if I think my identity has been stolen?

A. If you think that your personal or financial information has been compromised and that you are a possible victim of identity theft:

  • Call STAR Customer Solutions at 888-395-2447 immediately. Ask to have your account numbers, PINs, login IDs and passwords changed.
  • Review your financial account statements and recent transaction histories to determine suspicious activities, including STAR and other financial companies. 
  • Call any other financial company you deal with and make them aware of the situation.
  • Call your credit card companies and ask that access to your accounts be restricted or closed. Open new accounts if necessary.
  • If checks are missing from your check book, issue stop payments on each check.
  • If your driver's license is missing, contact your local Bureau of Motor Vehicles office.
  • If your Social Security card is missing, contact the Social Security Administration at 800-772-1213.
  • File a report with your local police department and obtain a copy for your records.
  • File an Identity Theft Affidavit. This is a voluntary form for filing a report with law enforcement, and disputes with credit reporting agencies and creditors about theft-related problems. 
  • In detail, document when and what happened and to whom you spoke including dates and times.

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 (Experian®, Equifax®, and TransUnion®) and the Federal Trade Commission can provide some of the same services for free as well.

Q. Can I insure someone else's vehicle?

A. Yes, you can insure the property of another person. You will need 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 permission 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 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 having to pay.

Q. How can I apply for online banking and/or receive e-statements?

A. ENROLL ONLINE or visit any of our convenient locations to sign up.

Q. Once I apply for online banking, how long will it be before I can use the online banking system?

A. You will be able to log in immediately upon completing your application. However, you will not be able to use bill pay until your accounts have been verified – typically within 24 hours or less.

Q. How do I log in the first time?

A. Select “Login” from starfinancial.com. Click “I am a new user”, enter the username you’ve created and click “Submit”. 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. That’s it.

Q. Can I change my user ID and password?

A. Yes. After logging in with your current ID and password, go to Setting > Security Preference. 

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. To send a secure message, click on “Messages” and select “New Conversation”. You can also click on “Ask about account” or “Ask about transaction” from within the account details page. 

Q. Can I set up alerts on my accounts?

A. Yes. 

Q. Are alerts real time?

A. No. Alerts are sent out periodically throughout the day. You can also specify a time you’d like to receive your alert.

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. You can either download the STAR Bank mobile app, available on the App Store or Google Play™ store, or login from starfinancial.com. Both online banking and the STAR website are optimized for mobile viewing, whether or not you have downloaded the app.

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 Customer Solutions at 888-395-2447.

Q. Can I export my account history from online banking?

A. Yes, you can export your account information to an Excel spreadsheet, as well as to a .csv formatted file, Quicken®, QuickBooks® and other Intuit products².

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 are 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, go to https://get.adobe.com/reader/.

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 items 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 or 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.

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 Multi Factor Authentication (MFA)?

A. No. MFA is intended to protect you against the ongoing threat of fraud. The Federal Financial Institutions Examination Council (FFIEC) mandates that all online banking customers use tools such as MFA.

Q. Why didn't I get my code? I requested it several minutes ago.

A. There are situations that may cause the delayed delivery of a secure access code. If a code is requested to be sent to an e-mail address, factors such as your Internet connection, the Internet service provider or SPAM filters may delay delivery. The phone service provider may delay text messages or phone calls. 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 twenty minutes. If you received your code more than twenty minutes 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 once. 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.

Q. Is there a fee to use Bill Pay?

A. No.

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. How do I enroll in online Bill Pay?

A. You can enroll for online Bill Pay in three easy steps:

  • Access and login to your STAR online banking account.
  • Select Transactions > Quick Bill Payment.
  • Once on the Bill Pay page go to the Advanced drop-down menu and select Advanced Bill Payment
  • 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 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. 
  • If your payee does not accept electronic payments, your payment will be made by paper check via the U.S. Postal Service. The delivery method is dependent on if your payee accepts electronic payments.

Q: How long does it take before my payment is received?

A: Generally, your payment is received within 2 to 7 days, depending whether it is sent electronically or via paper check.

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 $35.00 stop payment fee.

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 check books, 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 payment activity.

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, you can expect to see it post to their activity at approximately 3 PM ET the day the payment is sent to the payee. For paper checks, typically you should see it post within 5 to 7 business days.

Q. What is a payee?

A. A payee is the person or company to whom you are sending your payment.

Q. What happens if the payee’s address, phone number, or other contact information changes?

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 future scheduled payments?

A. Yes, the new payee information will carry over to all future dated payments.

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. How do I check the status of a payment?

A. Visit Advanced Bill Payment and select Payments on the bill pay dashboard under the “Payments” menu. 

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. 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. Check your account history and statements to make sure your bill payment has been received or cashed by the payee. We also suggest that you check your monthly bill with the payee to make sure they processed your 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 switch which account you use for payments 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 payments should start, how many payments to send, how much the bill is, and on what day(s) to send it. This is all done within Advanced Bill Pay.

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. To go over this limit, simply contact your local banker or Customer Solutions.

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.²

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.

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.

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

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: How can I use the payroll automation feature?

A: Use this feature to automate both payroll and reimbursing employees for expenses. You’ll save time, enhance control and improve organization.

Q: What is Touch?

A: Touch is STAR’s free Personal Financial Management (PFM) tool and mobile app, available through STAR Online Banking and for iOS and Android devices, that allows you to take control of your finances and manage your money, whenever and wherever you need. It lets you categorize your transactions and see accounts from multiple banks and financial institutions in a single view. With Touch you can create your own data visualizations of spending trends, budgets and net worth.

Q. How do I activate Touch? 

A. Log into online banking and select Touch > Manage my money. Click on the Settings icon in the upper right hand corner (It looks like a gear). Choose the Mobile Devices tab. Click "Generate Access Code". Then, open your STAR Touch mobile app and enter the 8-digit code. Note that the code is valid for 10 minutes. Once you enter in your access code, you will now be able to access Touch from your mobile device.

Q. One or more of my external accounts would not import to Touch. Why? 

A. There are many types of online banking accounts, and not every single one is compatible with personal financial management tools such as Touch. If you have an account that will not import to Touch, you can create a manual account in the Accounts app. We’ll be happy to help. Please submit a support request if you have any issues with an account connection or if you would like to know if a connection is available for a particular institution.

Q. Can I add an account in Touch that isn’t supported for automatic download?

A. Yes. Create a Manual Account in the Accounts view, either through online banking or from your STAR Bank mobile app. You will need to maintain this account manually by updating the balance and entering transactions.

Q. I added my checking and savings accounts from another financial institution. Why didn’t my loans and other accounts import as well? 

A. It depends on the institution, but you will usually need to add each account separately. This means that if you have three accounts with an institution, such as checking, a loan, and a credit card, you will need to enter your login credentials for that institution for each account. 

Q. I can see my loan details, like original balance and interest rate, for my STAR Bank accounts. Why don’t I see them on my other accounts? 

A. Not all institutions are able to send us that information. You should always check your loan details to make sure they are correct in Touch.

Q. Can I recover transactions or other data from an account I have deleted?

A. No, only delete an account if you do not need the history for that account or if you have downloaded and saved the history. Otherwise, exclude the account, using the Exclusion feature in the account detail view, if you plan to include it in the future and don't want to lose transaction history. Also, know that if you delete an institution, all accounts under that institution will also be deleted.

Q. I’m on a STAR Bank account that shows up in my Touch, but I don’t want it included with my accounts and budgets. Can I delete it? 

A. Your STAR Bank accounts are integral to your connection with Touch, and cannot be deleted. You can, however, exclude them using the Exclusions feature in the account detail view. You can also exclude individual transactions from Touch within online banking by clicking on the individual transaction then on "Exclude Transaction". 

Q. How does Touch categorize transactions?

A. When transactions are imported, they are auto-categorized based on how you and other users have categorized similar transactions. Touch will begin to pick up on your preferences after you change a transaction category several times.

Q. How far back does Touch save my transaction and budget history?

A. Touch will save your history for as long as you keep your account with STAR.

Q. How far back will Touch import my data from STAR and other institutions?

A. Touch will import 90 days of transaction history from STAR. The amount of data that will be imported from other institutions depends on the institution.

Q. Is my financial data safe in Touch?  

A. Absolutely. Industry leading encryption technology is used to protect your data. STAR places your privacy and security as its highest priority. The Touch applications are as secure as your regular home banking.

Q. How do I get help with my account in Touch? 

A. From Touch within online banking, click on the question mark icon, then click Submit a support request. From Touch on a mobile device, open Settings; then click on Feedback to send an e-mail to the touch support

Q. Are there plans to make Touch available on Blackberry devices?

A. There are no plans to develop Touch for Blackberry devices at this time.

INSURANCE: Funds not insured by the FDIC, not deposits of, or guaranteed by, STAR Financial Bank or any of its affiliates; not insured by any federal government agency; subject to investment risk if the insurance has a cash value, including possible loss of the principle amount invested. Insurance products are made available through STAR Insurance Agency, Inc., a licensed insurance agency affiliate of SFB; insurance products are underwritten by, and are the obligations of, the insurance companies that issue the insurance policies; these insurance companies are not affiliated with SFB.

² Quicken and QuickBooks are registered trademarks of Intuit Inc.