Online Banking Resource Center

If you’re new to online banking or haven't used it in awhile, you might not be familiar with all the great ways STAR Online Banking can help you save time, save money and manage your finances online. If you have any questions about any aspect of STAR Online Banking, we want to get your questions answered as quickly as possible. Our Online Banking Resource Center will answer many of your questions right away. If you can't find what you are looking for, please contact Customer Solutions at (888) 395-2447 for assistance.
Bill Pay
How to pay bills with STAR Online Banking 
Linking accounts
How to link to non-STAR accounts 
Funds Transfer
How to transfer money between your STAR Bank accounts 

Frequently Asked Questions

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 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. 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. 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. 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. 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.

Bill Pay
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:
  • Log into your STAR online banking account.
  • Select Transactions > Quick Bill Payment.
  • Once on the Bill Pay page go to 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: 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, you can edit or skip a recurring payment within Advanced Bill Pay.

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.

Commercial Transactions
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.

Personal Financial Management
Q. Can I transact against 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.

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. Can I link to other STAR accounts, such as a spouse's or child's account?
A. Yes, we encourage you to aggregate all of your accounts to have a comprehensive view of your finances.

Q. If I hide a linked account held at another financial institution, will PFM 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 PFM 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.