Mobile Banking FAQs
General
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.
- Make sure that your mobile browser session is secure by looking for “https…” in the address when using your device browser.
- If you 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. How do I enroll or sign up?
A. Log into Online Banking and click on the “Mobile Banking" tab. You will be presented with an enrollment form. Here you can choose services, which Star One accounts you want to view (you will be shown all accounts that you have a relationship with), set up your mobile banking user name and password, and set up your account nicknames. NOTE: During enrollment you will be sent a one-time pass code text message that you will need to complete your registration. You will also be sent another text message after enrollment that points to your respective App store. If you do have text message ability on your device see below.
Q. I don't have text messaging or will use an iPad. How do I register?
A. There are two ways you can register.
- During enrollment, when prompted to select your carrier and phone type, choose "Other" for both. This will bypass the one-time pass code requirement.
- During enrollment, when prompted to select your carrier and phone type, choose your options and continue. You will be prompted to enter a pass code. Call us at (408) 543-5202 or (866) 543-5202 and ask for Web Services (available from 8:00 am - 6:00 pm M-F Pacific Time) and we will provide you with the pass code.
Q. What if my phone model isn't listed on the "Mobile Device Information" page during enrollment?
A. You can still enroll. Just click on the "Other" radio button beneath the "Phone Platform" option.
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 \ ). Your password 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 account 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.
Q. How long can my nicknames be?
A. Each name can be up to 8 characters.
Q. 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. In my Checking History, sometimes multiple draft transactions are combined into one entry. Why?
A. To save space we combine draft transactions that clear on the same day. You can touch the transaction description to display each check number and its corresponding amount.
Q. How does the Locator work?
A. The Locator is GPS enabled. You can search based on your current location and find Branches, ATMs, and Shared Branches close to your current location. Includes dynamic mapping.
Q. What is Rate Watch?
A. This feature sends you a text 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.
Q. 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.
Q. How often does the server check for alerts?
A. Every hour typically near the top of the hour.
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.
Q. 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?
A. You have two options. You can click on the forgotten password link on the mobile homepage, or call us at (408) 543-5202 or toll-free (866) 543-5202.
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. If using our App, you will need to re-install it.
Q. If my phone number changes, how do I update it in Mobile Banking?
A. In Mobile Banking, under "Services," choose "Change Mobile Number." Alerts and text messages will be updated to go 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.
Device Browser (WAP) FAQs
Q. What is the URL?
A. The URL is https://www.starone.mobi/. Be sure to bookmark it on your mobile device.
Q. After I’m logged in, I’m not sure how to get back to the main page.
A. There is a “Home” button on almost every page. If you can’t find it, just click on our logo located at the bottom of almost every page.
Q. Is Mobile Deposit available in the starone.mobi version?
A. No, it is only available using the App.
Q. I just updated to the latest version of my Apple iOS. Why doesn't the App work?
A. Due to low member usage of devices running on iOS version 4.2 and lower, the latest version of our Apple App no longer supports these devices. You will need a device that runs on iOS version 4.3 or higher.
Q. Are the Apps available now?
A. Yes, Apps for Android and Apple are available now. Learn more here.
Q. How do I download/install the App to my device?
A. Apple users will need to visit the Apple App store, while Android users will need to visit the Android Market (Google Play Store). Search on “Star One Credit Union.”
Q. Are the Apps free?
A. Yes, they are free.
Q. Do I have to enroll, or can I just start using the App?
A. You will need to log into Online Banking to enroll in Mobile Banking (click on the Mobile Banking tab) so that you can set up a Mobile User Name and Password.
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 $50,000. 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. This is due to very rare instances where we may ask you to provide the physical item.
Q. What if I’m already enrolled? Can I install one of the Apps?
A. Yes. It really doesn’t matter if you are enrolled in Mobile Banking or not, you can still download and install our App if you choose.
Q. Why does the App open quickly sometimes, and other times it takes longer to open?
A. Most Apps may take longer to open if:
- The App was shut down all the way from the last time it was used.
- The device went to sleep while the app was open.
- There are data or carrier communications issues.
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 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.
