A. Our routing number is 074901672.
Q. Where can I find my full account number?
A. To access/view your full account number:
- Log in to online banking and navigate to Settings > Account Preferences.
- Visit a STAR branch near you.
- Download or review your most recent bank statement.
- 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:
- View your account using online banking
- Call the toll-free 24-hour banking line, seven days a week, 24 hours a day at 800-395-STAR (7827), option 1.
- Contact a Customer Solutions Representative at 800-395-STAR (7827) M-F 7 AM to 10 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A. A pending transaction means that you have withdrawn funds, written a check that has been processed or used your debit card to make a purchase against your checking account.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 10 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:
- Log into online banking and complete the stop payment request form found under Services > Stop Payment.
- Call Customer Solutions at 800-395-STAR (7827) M-F 7 AM to 10 PM and Saturdays 7 AM to 5 PM.
- 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:
- Log into online banking and submit a funds transfer under Transactions > Funds Transfer.
- Call the toll-free 24-hour banking line, seven days a week, 24 hours a day at 800-395-STAR (7827), option 1.
- Contact a Customer Solutions Representative at 800-395-STAR (7827) M-F 7 AM to 10 PM and Saturdays 7 AM to 5 PM. Please note a $5 service fee applies.
- Log into online banking and navigate to Services > Check Reorder.
- Visit your nearest STAR branch.
- Call Customer Solutions at 800-395-STAR (7827).
- Log into online banking and navigate to Settings > Update Contact Info.
- Visit your nearest STAR branch.
Q. Why should I keep my contact information updated?
- Visit your local STAR branch and get one immediately, OR
- 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?
- Visit a STAR ATM, enter your current PIN, then follow the prompts to reset, OR
- 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.
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. Enter the username you created during enrollment and click "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.
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. Please note, Customer Solutions is not able to see what you bought or a copy of the receipt - rather, just the business name, amount, time we received the transaction, and debit card or account is was drawn on.
Q. Can I set up alerts on my accounts?
A. Yes. After logging in, navigate to Settings > Alerts.
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. After logging in, navigate to Settings > Account Preferences. Use the arrows up or down to change the order of the accounts.
Q. Do you have mobile banking?
A. Yes, mobile banking is available to all online banking users. The STAR Bank mobile app is available on the App Store or Google Play™ store.
Q. What if I forget my password?
A. If you forget your password, you can leave the password section blank and click "Forgot Your Password". Follow the prompts to receive a secure access code to reset your password.
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 standard cut-off time for electronic transactions (in Eastern Standard Time) are:
|Wire Transfers||Bill Pay||ACH
(including Same Day ACH)
|Mobile Check Deposits||Fund Transfers|
|3 PM||3 PM||4 PM||7 PM||9 PM|
Q. How do I view my online statement?
A. Log in to online banking and navigate to Transactions > Statements. You must have Adobe Reader to vie your statement. To download a FREE version of Adobe Reader that's right for your system, go to https://get.adobe.com/reader/.
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 by selecting "Remember Me" when logging in, 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.
Personal Financial Management Tools
Q. How do I activate the personal financial management (PFM) tools?
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 link. Why?
A. There are many types of online banking accounts, and not every single one is compatible with personal financial management tools. 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, please submit a secure message within online banking.
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.
Q. Can I recover transactions or other data from an account I have deleted?
A. No. Once a linked account is deleted, all the history is deleted from the database. We recommend hiding an account or transaction 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 I don’t want included with my accounts and budgets. Can I delete it?
A. Your STAR Bank accounts are integral to your connection with PFM, and cannot be deleted. You can, however, hide them under Settings > Account Preferences.
Q. How does STAR categorize transactions?
A. When transactions are imported, they are auto-categorized based on how you and other users have categorized similar transactions. STAR will begin to pick up on your preferences after you change a transaction category several times.
Q. Is my linked account data from other financial institutions safe?
A. Absolutely. Industry leading encryption technology is used to protect your data. STAR places your privacy and security as its highest priority.
Q. Can I use my linked accounts to transfer money to and from STAR?
A. Currently, when you link another bank account to STAR, you can only see the transaction history and use the account with the PFM tools. To transfer money between bank accounts, you can use the Advanced Bill Pay features.
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.
A. Yes. Single batch NACHA formatted files or .CSV files must meet the following requirements:
- Must contain the following columns:
- Recipient name
- Routing transit number
- Account number
- Account type
- Account type is a numeric value
- Checking = 1
- Savings = 2
- Loan = 3
- For 5-column imports, you will be prompted to classify the payment as PPD or CCD. Select a Pay From / Pay To account, subsidiary (where applicable), and effective dte.
Q. Is there a fee to use Bill Pay?
Q. Who can I pay with online Bill Pay?
A. You can pay virtually any business or person 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 log into your STAR online banking account.
- Select Transactions > Quick Bill Payment.
- Review and accept the bill payment terms and agreement.
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.
- You can review the delivery method of each payee in Advanced Bill Pay.
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, a stop payment fee would be applied.
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. For electronic payments, the payment is posted on the send on date. For payments sent via check, the payment is posted to your account history when the company or individual cashes your check at their bank.
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. To add an account to pay bills from, go to Advanced Bill Pay > My Account > Pay From Account > Add Account.
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, you can edit or skip a recurring payment within Advanced Bill Pay.
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.
- 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 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.