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 800-395-STAR (7827) for assistance.
Bill Pay Instructional Video 
Shared Account Access
Instructional Video 
First Login After Update
Instructional Video 

In an effort to deliver the best online banking experience, we will be bringing some enhancements to our online banking. Upon first login on or after November 10, 2020, you will be required to reset your password.

 

If you use an Android phone, you will need to uninstall the STAR online banking app and download the new app from the Google Play Store.

If you use an iPhone, you will need to update your current STAR online banking app.

 
Download the app today.

Available on the iPhone App Store Android app on Google Play


Frequently Asked Questions

 
 
 

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 in the bottom right-hand corner of the screen.
 
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.
 
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.
 

Bill Pay

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.
 

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.