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 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A. A pending transaction means that you have withdrawn funds, written a check that has been processed or used your debit card to make a purchase against your checking account.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:
- 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 8 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 8 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. 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.
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.
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!
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.
A. Visit the Accounts widget and click on the “Tax Information” tab.
A. Click Settings, then Contact, and the prompts will take you through the rest.
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.
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.
A. You will be able to view at least current year-to-date history as well as the entire previous year of account history.
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.
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).
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.
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.
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.
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.
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.
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.
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.
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.
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.
- 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.
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.
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.
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.
A: Generally, your payment is received within 2 to 7 days, depending whether it is sent electronically or via paper check.
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.
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.
A. A payee is the person or company to whom you are sending your payment.
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.
A. Click the Bill Pay widget and select
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.
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.
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.
- 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.