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Mobile Banking FAQs

How to install the Star One Mobile Banking App. How to make a Mobile Deposit. How to use the Quick Peek feature. How to set up notifications and blackouts. How to activate your Visa cards.

Q. How do I enroll or sign up?
A. After downloading and installing the App, press the "Not Enrolled? Enroll now" link on the login page to get started.

Q. Are there things I can do to ensure the security of my information when using Mobile Banking?
A. Yes.

  • Always use a password to log into your phone.
  • If your phone is lost or stolen, contact your service provider and stop service immediately and call us to stop your mobile service, then enroll your new phone when you're ready.
  • Use a strong password for your Mobile login.
  • Remember to logout of each session.

Q. I'm using an iPad or other tablet device and am being asked for a phone number during enrollment. My device has no phone number; what I should I enter?
A. You can enter a dummy phone number or your land-line number during enrollment for Mobile Banking on a tablet device.

Q. Which account balances are being shown in the "quick peek" area on my phone or device and are they real-time balances?
A. The account balances shown in the "quick peek" area (upon swiping down on the login page) belong to the last one that was logged into. Each time you swipe down to use "quick peek" the balances are refreshed and are real-time balances being displayed.

Q. Does creating a mobile password change my Online Banking password? Is there any relationship between the two?
A. No, the Mobile password and your Online Banking password are separate and have no affect on each another. You can make them the same if you like. Your Mobile Banking password must be from 6 to 32 characters, using letters, numbers, and/or special characters (except %, / and \ ) and it is case-sensitive.

Q. It asks me to nickname my accounts during enrollment. Do I have to?
A. No, but we recommend that you use account nicknames for clarity, particularly if you add more than one membership acount later on. Mobile Account nicknames can only be seen from the account you logged into, and apply to your mobile login only. Please note that your nicknames will not show up in the Transfers section.

How long can my nicknames be?
A. Each name can be up to 8 characters.

How much does Mobile Banking cost?
A. Star One does not charge a fee for the service. Check your phone’s data plan for specifics on charges for text messages, online usage, and roaming.

Q. I have more than one Star One membership account. Can I view them all at once in Mobile?
A. Yes. You can add them after enrolling and logging into your Mobile account. Tap on the in the “Services” button, then tap “Add New Membership”. You will then be able to add in your other member number. Perform the same steps to add multiple memberships. Then upon logging in, you can click on the "+" or "-" signs on the landing page to maximize/minimize each desired membership view. Note: The membership in which you enrolled with first will always be the membership on top of the "Accounts" page display.

Q. How does the Locator work?
A. The Locator is GPS-enabled. You can search based on your current location and find Branches, ATMs (of both credit unions and banks), and Shared Branches close to your current location. Includes dynamic mapping within your device.

What is Rate Watch?
A. This feature sends you atext message when a rate that you want to follow reaches your set threshold. It is unrelated to the “Monitor our Rates” function available on our public Rates page. You can find Rate Watch in the Services/Alerts menu.


Q. Why am I getting a message after I make a transfer from my Savings account?
A. Federal Regulation D limits the number of electronic transfers from your Savings account to 6 per month. The message is simply a reminder, telling you how many transfers you have left.

Is Mobile Banking secure?
A. Yes. Your account information is sent via 2048 bit RSA encryption to your device. We use other security measures as well, such as multi-factor authentication and device recognition. In addition, all online and mobile transaction activities are filtered to detect geolocation, session and device anomalies.

Q. Is there a session time-out period?
A. Yes. For your security, you will be logged out automatically after 10 minutes of inactivity.

Q. Can I set up alerts?
A. Yes. We offer a variety of text alerts for your convenience. They are located behind the "Services" button.

Will the alerts I requested be sent to me on time?
A. Alerts are typically sent out every hour near the top of the hour. You can also set a blackout period to determine when text messages should not be sent. The default is after 9:00am up to to 9:00pm, text message alerts will be sent only during those times. Go into the Services area to edit your balckout period if desired.

Q. Why do my debit card alerts come at different times?
A. It depends on the merchant and whether or not you use your PIN or signed your name to complete the transaction. If you use your PIN, the alert will arrive at the top of the next hour. Signature based transaction alerts can be delayed up to several days, depending on when the merchant processes the transaction file.

What are the short codes for Text Banking?
A. Text the commands below to 28640:

  • STAR HELP: Text 'STAR HELP' to get the list of commands.
  • STAR BAL: Text 'STAR BAL' to get the balance of your default account.
  • STAR BAL ALL: Text 'STAR BAL ALL' to get the balance for all of your accounts.
  • STAR HIST: Text 'STAR HIST' to get the transaction history for your default account.
  • STAR MORE: Text 'STAR MORE' to get the subsequent transactions for the previously queried account.
  • STAR HIST NICKNAME: Text 'STAR HIST {NICKNAME}' to get the history or balance for a different account using the account's nickname.
  • STAR STOP: Text 'STAR STOP' to deactivate text banking service.

This list of codes will be text-messaged to you shortly after you enroll if you select that option during enrollment.

Q. I can't log in. How do I reset my password?
Call us at (408) 543-5202 or toll-free (866) 543-5202.

Q. I forgot my user name. How can I find out what it is?
From the App login page, press the "Forgot your User ID or Password?" link and enter your mobile number to receive a text message containing your user ID.

Q. I just replaced my phone, but I still have the same phone number. What do I do?
A.. You can use the same credentials that you had previously set up for your Mobile Banking. Re-install the App.


Q. If my phone number changes, how do I update it in Mobile Banking?
A. In Mobile Banking, under "Services," choose "Change Mobile Number." There is no need to set up your alerts again; they will be sent to your new number.

Q. What happens when I Delete Enrollment?
A. All of your Mobile account information will be deleted. This includes your Alerts and Rate Watch alerts.

Q. What is Mobile Deposit?
A. Mobile Deposit is much like ezDeposit. But instead of a scanner, you use your smartphone to take a photo of the check that you would like to deposit. Mobile Deposit is only available in our Apps. The maximum daily deposit limit is $200,000. After making a Mobile Deposit, your deposited images are available to view in the App (tap "deposit history"). After making a Mobile Deposit, retain your physical checks for a period of 90 days, then it is OK to destroy them. Do not write on the checks and do not mail them to us.

Q. How far back can I view my checks that I deposited using ezDeposit and/or Mobile Deposit?
A. There is a 6-month rolling archive of check images within Mobile Deposit interface.

Mobile and Smart Phone Security

A Few Things to Know about Mobile Banking

There are important security features regarding mobile phones.

  • Your mobile device does not store any of your account information, it simply displays it. Once your Mobile Banking session is complete, the information is released.
  • All mobile devices have specific identifying characteristics. When you enroll in mobile banking, you also uniquely enroll your device. A cookie helps identify your device for future logins. You can log in using a different device, but you will be asked a security question.
  • Our 2048 bit RSA encryption ensures your sessions are secure.

Always remember that your mobile phone is basically a tiny computer, and is vulnerable to many of the same types of attacks as your personal computer. As a result, we recommend that you follow the following security guidelines provided by the Credit Union National Association (CUNA).

  • Password-protect all mobile phones.
  • Download mobile applications only from trusted sources.
  • Refrain from enabling the “install from unknown sources” feature in mobile banking platforms using the Android operating system.
  • Avoid storing user names and passwords on your mobile phone.
  • Keep the mobile phone with you or secure the device when not in use.
  • Frequently delete text messages received from the Credit Union, especially if they contain confidential information.
  • Notify the Credit Union or carrier immediately if the mobile phone is lost or stolen; ensure it is then deactivated.
  • Refrain from modifying mobile phones as it may disable important security features.
  • Install anti-virus software if available.
  • Check account activity frequently and notify the Credit Union of any unauthorized transactions.
  • Adopt safe practices modeled after those for personal computers, such as not opening attachments or clicking on links contained in email received from unfamiliar sources.
  • If your phone is lost or stolen, make use of remote wipe to protect your information.
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