FAQs

Get fast answers to most of your questions. 

You can also use the Search tool at the top of the page to find answers quickly.


 


Q. What is STAR Bank's routing number?

A. Our routing number is 074901672.

 

Q. Where can I find my full account number?

A. To access/view your full account number:

  1. Log in to online banking and navigate to Settings > Account Preferences.
  2. Visit a STAR branch near you.
  3. Download or review your most recent bank statement.
  4. Look at the bottom of your checks.


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. View your account using online banking
  2. Call the toll-free 24-hour banking line, seven days a week, 24 hours a day at 800-395-STAR (7827), option 1.
  3. Contact a Customer Solutions Representative at 800-395-STAR (7827) M-F 7 AM to 8 PM and Saturdays 7 AM to 5 PM.


Q. What is a "pending" transaction?

A. A pending transaction means that you have withdrawn funds, written a check that has been processed or used your debit card to make a purchase against your checking account. All transactions are processed overnight during our end of day processing. This means that a transaction is normally pending for about one day and will post to the account on the next day's business.

 

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 800-395-STAR (7827) M-F 7 AM to 8 PM and Saturdays 7 AM to 5 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. Log into online banking and complete the stop payment request form found under Services > Stop Payment.
  2. Call Customer Solutions at 800-395-STAR (7827) M-F 7 AM to 8 PM and Saturdays 7 AM to 5 PM. 
  3. Visit your local branch.


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. Log into online banking and submit a funds transfer under Transactions > Funds Transfer.
  2. Call the toll-free 24-hour banking line, seven days a week, 24 hours a day at 800-395-STAR (7827), option 1.
  3. Contact a Customer Solutions Representative at 800-395-STAR (7827) M-F 7 AM to 8 PM and Saturdays 7 AM to 5 PM. Please note a $5 service fee applies.
 
Q. How do I reorder checks?
A. You can reorder checks in one of the following ways:
  1. Log into online banking and navigate to Services > Check Reorder.
  2. Visit your nearest STAR branch.
  3. Call Customer Solutions at 800-395-STAR (7827).
 
Q. How do I update my contact information, such as address, phone or email?
A. To update your contact information, you can either:
  1. Log into online banking and navigate to Settings > Update Contact Info.
  2. Visit your nearest STAR branch.

Q. Why should I keep my contact information updated?
A. In the event STAR needs to reach you regarding important account notifications, such as security alerts, we must have a valid phone and/or email on file, along with a mailing address.
 
Q. I'm traveling and want to use my STAR Debit Mastercard. DoI need to let STAR know?
A. Yes. For your protection, STAR and Mastercard® monitor your debit card transactions. When we see charges that are out of the ordinary, like those made out of state, we may deny the transactions, to protect you from being a victim of fraud. To prevent any interruptions during your trip, send us a secure message within online banking or call Customer Solutions at 800-395-STAR (7827) and let us know your travel plans before you leave. We'll take care of the rest from there so all you have to do is pack for your trip!
 
Q. I need a PIN for my debit card. How do I get it?
A. If you need a new PIN, you can either:
  1. Visit your local STAR branch and get one immediately, OR
  2. Call Customer Solutions at 800-395-STAR (7827). A representative will mail you a new PIN which will arrive in 7-10 business days.

Q. How can I change my PIN for my debit card?
A. If you know your current PIN, you can either:
  1. Visit a STAR ATM, enter your current PIN, then follow the prompts to reset, OR
  2. Visit your local STAR branch.


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, please visit https://www.mastercard.us/en-us/consumers/features-benefits/securecode.html.


Q. Can I make a deposit at an ATM?

A. Yes. A majority of STAR ATMs can accept deposits. Deposits must be made by 7 PM (ET) to be processed on the same day's business.

 

Q. Is there a fee to use my debit card at a foreign ATM?

A. Yes. To view our current fee schedule, click here.


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. 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 800-395-STAR (7827) option 2.


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 800-395-STAR (7827) immediately. Ask to have your account numbers, PINs, login IDs and passwords changed.
  • Visit https://www.identitytheft.gov/ and file an identity theft report. IdentityTheft.gov is the federal government’s one-stop resource for identity theft victims. The site provides streamlined checklists and sample letters to guide you through the recovery process.

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.


Update Questions

Q. Will recurring transfers carry over in the update?
A. Recurring transfers will be converted as part of our update. There will be a gap where recurring transfers will NOT be auto-converted. This is anticipated to be from 10/22-11/10.

Q. Will bill payments have to be set up again?
A. Most customers will not have to set up bill payments after the update. However, with this update we anticipate a small number of customers might encounter some issue. Contact Customer Solutions or your banker if you encounter issues with your online banking following the update.

Q. It says my password isn’t correct – but I know it is, what do I do?
A. Passwords are sensitive information, To protect your sensitive information, you will need to enter a new password. The first time you attempt to log in to online banking following the update, enter your existing username, then enter the first 6 digits of your SSN and your full ZIP code in the password field. Once you log in, set your new password, and you will once again be able to login to online banking as normal.

Q. What can I expect from the new Online Banking experience?
A. We're improving so much about STAR's online banking experience. We're adding exciting new features like Savings Goals, Savvy Money, and more. We've enhanced some existing tools, and added some features you've been asking for, like external transfers. We will be updating this page with new How-To videos and highlighting some of our new features. Talk to a STAR banker or contact Customer Solutions to find out more.
 

New Features

Q. What are savings goals?
A. Savings goals help you manage your savings. All savings accounts will be loaded into this widget. Specific goals can then be named, and goal dates can be set. You can enable notifications to help you stay on top of your savings goals. Once goals are successfully achieved, just click “spend funds” to transfers the amount to your checking account to be spent.
 
Q. What is SavvyMoney? Can I see my credit score with it?
A. Clicking on Savvy Money will launch you into an experience that not only tells you a credit score, but clearly lays out the factors that make up that score and “grades” these factors for your specific credit history. You can also see a full credit report and get credit monitoring notifications. There is a wealth of information all within the online and mobile experience!
 
Q. How do I find my loan payoff amount?
A. Loan payoffs will still need to be quoted by the bank. Different loans may have different structures, so our bankers will need to review the loan in question to provide an accurate and up-to-date payoff. However, we've made it easier than ever to request a loan payoff quote. Within online banking, use secure messaging secure messaging. You may also call or e-mail Customer Solutions, visit your local branch, or click the "Let's Talk" bubble on starfinancial.com.
 
Q. How do I see tax information?
A. Visit the Accounts widget and click on the “Tax Information” tab.
 
Q. How do I update my contact information?
A. Click Settings, then Contact, and the prompts will take you through the rest.
 

General Questions

Q. How can I apply for online banking and/or receive e-statements?
A. During our upgrade we’ve temporarily disabled self-registration. We’ll be turning it on in the near future, but until then just contact Customer Solutions at 1-800-395-7827 to get setup.
 
Q. Can I report my debit card lost/stolen online?
A. The quickest way to report a lost or stolen card would be to call Customer Solutions at 1-800-395-7827. You may report a lost or stolen card through the Message Center or the “Let’s Talk” button in Online Banking. This will connect you to a Customer Solutions representative.

Q. Once I register 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 registering.

Q. Can I change my user ID and password?
A. Yes. After logging in with your current ID and password, go to your username and select Settings then select the Security tab.
 
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 communicate with a STAR banker via Online Banking?
A. Yes. You can send a message via the message center at any time. You can also use the “Let’s Talk” button to live chat with a banker during business hours.

Q. Can I customize my dashboard?
A. Yes, you can select which widgets appear, reorder of your accounts, or adjust their nicknames. These options are found in your Settings.
 
Q. What if I forget my password?
A. If you forget your password, you can use the “forgot password” option on the login page. You can also contact Customer Solutions at 1-800-395-7827 (STAR).
 
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. 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. 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. Can I transfer money between my STAR account and accounts I own at other Financial Institutions?
A. Yes. You can transfer to accounts outside of STAR by setting up an external account in the transfers widget. You’ll need to select the “Classic” tab to see that option.
 
Q. How do I give someone else access to my online accounts?
A. Go to Settings and click Shared Access. You can add a user by inputting their information, selecting their level of access across all available accounts, and then saving that information. Once saved, you will need to provide a secure code from that Shared Access tab to the person with whom you are sharing access.
 

Financial Wellness

Q. Can I transfer to and from my linked accounts?
A. No. Although you can see balances and transactions plus modify transaction descriptions and categories, you cannot transact with linked account directly, such as creating new transactions or transferring funds between accounts. You can, however, setup those same accounts as “external transfer accounts” to use them in the transfers widget to send and receive funds.

Q. Why won't my linked account import to online banking?
A. There are many types of online banking accounts, and not all are compatible with common aggregation methods. Note the following details about linked accounts:

  • You can only link accounts from domestic, U.S.-based financial institutions.
  • Various issues can block you from linking an account. For example, if a specific financial institution does not appear during a search, it may not be currently accessible through our aggregation services. Financial institutions can be added so be sure to check back later.
  • If your account credentials for an external bank are not accepted, the issue may be related to the account type or status at the external financial institution.
Q. If I update my login information for a linked account, how do I update it in online banking?
A. Swipe left on the account or click the two vertical bars on the account tile to reveal the Quick Actions underneath, and the click "Update Login". When the link account window appears, make your changes and click "Save".

Q. Can I change the name of the categories?
A. Although you cannot change the names of or delete the default parent categories or subcategories, you can add your own subcategories and then rename or delete them as you choose.
 
Q. If I hide a linked account held at another financial institution, will Financial Wellness continue to pull transaction data for that account?
A. If a linked account is hidden, but you have at least one other account aggregated and visible for the same bank, we will continue to receive transaction data for that account. If you hide all accounts for a given financial institution, they will all be deleted from your profile completely and we will no longer receive transaction data for those accounts.

Q. How will I know if my login credentials are out of date for a linked account?
A. A Last Updated date appears on each linked account tile. If Financial Wellness determines the credentials are invalid, a warning icon appears, along with the length of time since the last successful update. If you click through to Account Details for the account, you will be prompted to update the credentials for that account.
 

Q. What is Bill Pay?
A. Bill Pay is a free service that allows you to pay any business or individual with a mailing address in the United States and Puerto Rico. 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:

Q. How do I enroll in online Bill Pay?
A. You can enroll for online Bill Pay in three easy steps:
  • Log into your STAR online banking account.
  • Select the Bill Pay widget.
  • You’ll then be prompted to accept the terms and conditions of the system, then proceed to enroll.
 
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: 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. This will ensure any future payments, including any already scheduled, are updated.

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. Click the Bill Pay widget and select
 
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. You can select the default funding account when you setup your payee. You can adjust this at any time, or you can select a different account when scheduling a payment.

Q. Do I have to be enrolled in STAR Online Banking to use the STAR Bank Mobile app?
A. Yes. However, you can enroll in STAR Online Banking via starfinancial.com. You can use the ATM/Branch locator, as well as access Chase contact information, without being enrolled in STAR Online Banking.
 
Q. What can I do with my STAR Bank Mobile app?
A. Using your STAR Bank Mobile app, you can:
  • Pay bills.
  • Use STAR Mobile Check Deposit – Deposit checks using the camera on your mobile device.
  • Transfer money between eligible STAR accounts.
  • Use Advanced Bill Pay to send money to almost anyone with just an email address.
  • See routing and account numbers, balances, transactions and past statements.
  • Set up Account Alerts to stay on top of your finances and track account activity.
  • Confirm payments and deposits and see check images.
  • Find a nearby branch or ATM.
  • Find out how to reach us.
Q. What security features are in place to protect my account information on my phone?
A. We use 128-bit Secure Socket Layer (SSL) technology to encrypt your personal information such as user names, passwords and account information. The STAR Bank Mobile app will decode any encrypted information we send you. We also use multifactor authentication that verifies that you own the accounts you want to access when you first sign in using the STAR Bank Mobile app. To do this, you’ll need to request an Identification Code, which you can receive by email, phone or text message.
 
Q. How do I view my account activity?
A. Sign in to the STAR Bank Mobile app. Your home screen will display all of your available account balance(s). Select the account you want to view for recent payments, transfers and deposits. You can also select the image icon on the right of checks and deposits to view the front and back of checks and deposit slips.
 
Q. How do I make a payment?
A. Sign in to the STAR Bank Mobile app and select Menu > Transactions > Quick Bill Payment. Select your payee, enter the amount, “Pay from” account and the “Send on Date”. Review your payment information and if everything is correct, select “Submit Payment” and confirm. Then you’ll see your payment confirmation.
 
Q. How do I make a transfer?
A. Sign in to the STAR Bank Mobile app and select Menu > Transactions > Funds Transfer. Choose the accounts that you want to make the “Transfer from” and the “Transfer to” and enter the amount and transfer date. Review your transfer information and if everything is correct, select “Transfer Funds” and confirm.
 
Q. How does STAR Mobile Check Deposit work?
A. In the STAR Bank Mobile app, choose Menu > Transactions > Deposit Check. Enter the account to deposit to and the amount of the check then select "Capture Image". Take a picture of the front and back of the check. Verify your information and submit your deposit. After you submit, you can deposit another check or view the receipt. You’ll get an email when your deposit is received — and another when it’s accepted. If the deposit is rejected, you’ll also get an emailed explanation. Remember to properly endorse the back of the check with your signature and "For mobile deposit only."

Q When will the funds from my mobile check deposit be available?
A. Deposits submitted before 7 PM Eastern time on a business day generally will be available by the next business day. Deposits submitted after 7 PM or on a non-business day will be processed the next business day. However, we may delay availability if we require further review of the deposit. Any information about delayed availability will be provided via email.

Q. What should I do with my check(s) after I’ve deposited it?
A. After you complete your transaction, write “deposited” and the date of deposit on the face of the check. Please retain the marked check for two business days or until you receive a notification that your mobile check deposit has been accepted. After that time, you may destroy it.





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.