Star One Credit Union
Online Banking
Font SizesmallmediumlargePrint This Page

Online Help Index

GENERAL INFORMATION

TROUBLESHOOTING

INTERNET TIPS

NEW USERS

Star One's free Online Banking can be accessed from our homepage. You must have an assigned Touchtone Teller Access Code to use Online Banking. If you are a first time user, or haven't signed on for 365 days, your temporary Online Banking password is your current Touchtone Teller (phone) Access Code.

When you log in for the first time using your Touchtone Teller Access Code, you will be required to change your Online Banking password. This will not affect your Touchtone Teller Access Code. If you don't use Touchtone Teller services, please call a Star One Phone Representative at (866) 543-5202 or (408) 543-5202. If you are a registered user, enter your assigned member number and password. Learn more about passwords.

We recommend using the latest version of your browser. You must enable JavaScript and accept all cookies in order to use Online Banking. Your browser must support encryption technology, which ensures your data is secure. We require the use of 128 bit encryption browsers. You can check your level by opening your browser and clicking on the drop down menu "Help/About".

ABOUT SECURITY

Security refers to preventing unauthorized access to a computer system or network. AXIS™ Internet Banking* uses several layers of technology to prevent unauthorized users from gaining access to our internal network. Star One's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.

Online Banking can be referred to as AXIS™ Internet Banking* or "Internet Banking". We use these terms to describe the system that provides access to your account information over the Internet.

Online Banking uses software that incorporates full data encryption to ensure the security and privacy of transactions. This encryption technology is so secure that it is classified by the U.S. Department of Defense. United States law forbids export of this technology to other countries. As a further security measure, Online Banking utilizes its Internet server as a firewall, thereby preventing customer data from being directly accessed via the Internet.

Star One's entire Web site is automatically and entirely secured/encrypted. This includes our Online Banking service, as well as the entire "in front of the pin" site.

To ensure security, we recommend the following:

  • Never reveal your password.

    Password or PIN refers to your Touchtone Teller Access Code or the password that you selected when you signed up for Online Banking. If you have questions about which number to use to access Online Banking for the first time, contact us at (866) 543-5202 or (408) 543-5202.

    IMPORTANT: Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser.

    Passwords are case sensitive. Mixing uppercase and lowercase letters is permitted. Your Online Banking password must be between 6 and 32 characters.

  • You can change your Online Banking password under My Profile at any time. It is recommended that you change your password every six months. Log in to Online Banking and select the "My Profile" link.

    NOTE: We do not have access to your Online Banking password. If you forget your password, please use the "Forgot Password?" link, or contact us and ask us to reset your Online Banking password to a temporary password. When you log in to Online Banking, you will be prompted to update your Online Banking password. This will have no effect on your Touchtone Teller Access Code

  • Use the Logout link to end your Online Banking session. This will expire all the cookies that were set during your Online Banking session. Do not use the Back key. IMPORTANT: If you do not exit the browser, the browser will allow you to use the Back key to return to your Online Banking session should you wish to explore another site.

  • It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner.

Back To Top 


ABOUT COOKIES

A "cookie" is a small piece of information (a text file) that a web server can store temporarily with a web browser. Once the cookie is stored, the site's web server can later retrieve that information for that browser.

When browsing the web, any cookies that are sent to a browser are stored in the computer's memory. When the browser is closed, any cookies that haven't expired are written to a cookie file so they can be reloaded next time the browser is used.

Online banking uses a different kind of cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. These cookies are placed temporarily and are never stored to the user's computer memory. Instead, these pre-expired cookies are used as part of the stringent security measures in the Online Banking product. As the end user navigates through Online Banking, a pre-expired cookie is set each time a page is viewed. Because the HTML page they are viewing is not "cached", it must always be re-retrieved from the server.

The pre-expired cookies keep the session alive until the end user logs out properly or times out of Online Banking. Once this occurs, the end user must log in with their User ID and Password to gain access again. This ensures that another user using the same computer cannot access the previous session.

By default, Safari 6 blocks all third-party cookies from being accepted. This setting will cause parts of online banking including FinanceWorks, Bill Pay and other third-party services to function incorrectly.

If you are experiencing any issues accessing these parts of online banking from Safari 6, please verify their cookie settings by going to Safari > Preferences or by hitting â, (Command key plus the comma key) and looking at the Privacy tab. The option for Block cookies should be set to “Never.”

The Internet is a stateless machine. This means that once a user makes a request, and a response is sent back, all communication is severed. The server has no idea or concept of what the client* is doing when it severs the communication. Knowing what state a client is in is very important for Online Banking.

*The client is the end user's computer (yours) that is making a request of the host server (ours).

One of the ways to know what state a client is in is to leave "cookies" with a client when a request is made. Cookies are bits of information that a Web site sends to a user's computer. The user's computer may then display the information back to the server on subsequent pages, actions, or visits.

Online Banking uses session cookies that expire once the session has ended. The use of cookies within Online Banking is necessary for security and is required to access the system. Our use of persistent (cookie stays on the local machine) cookies is for user authentication only.

All of our session cookies have expiration dates, so they will not cache* to your computer at the end of the day. (*Cache is the computer's ability to store more information in a special location.)

New browser versions have the ability to see what cookies are left behind, and whether they are willing to accept a cookie. All cookies must be accepted for the Online Banking software to operate. Each cookie is required to move you along in Online Banking. It does not allow you to input a URL to gain access to an Online Banking session.

Since there are a number of cookies within our secured site, you may want to turn off the cookie alert during your Online Banking session. It can always be enabled later. Slower computers may time out accepting multiple cookies.

To disable the "Accept Cookies" warning in Microsoft® Internet Explorer 5.0 +:

  1. From the "Tools" menu, click on "Internet Options".
  2. Click on the "Advanced" tab.
  3. To enable Java, verify that the "Enable Java" and "Enable JavaScript" boxes are selected.
  4. Click on the tab marked "Security" (use "Privacy" tab for IE 6+ and select the desired section).
  5. Click on the button marked "Custom Level".
  6. Under "Java" make sure the radio button is set to "Medium Safety".
  7. Under "Scripting of Java Applets" make sure the radio button is set to "Enable".
  8. Under "Cookies", allow per-session cookies (not stored), make sure the radio button is set to "Enable".
  9. Under "Cookies", allow cookies that are stored on your computer, make sure the radio button is set to "Enable".
  10. Click on "OK" until completely exited from the menu.

Receiving the following message, after logging in successfully, will stop all further processing and/or access to any portion of Online Banking during this session:
"Internet Account Access Session Error."

Return to the log-in screen to start a new session. This error indicates that you did not accept one or more cookies. You must accept cookies to enter the secured encrypted site. Since there are several within Online Banking, it is suggested that you disable the cookie alert within your browser while viewing your account information.

IMPORTANT: If you are prompted by a dialog box asking you to reenter your password after initially entering your member number and Online Banking password, your browser may not support JavaScript™, or JavaScript™ may not be enabled. An upgrade to  Microsoft® Internet Explorer 4.5 or greater may be necessary (Netscape is not supported).

As soon as a member signs off Online Banking using the Logout link, all cookies are automatically terminated. Use the Logout link to end an Online Banking session. When the Logout link is used to exit Online Banking all of the cookies expire that were set during your session.


Back To Top 


ACCESSING ONLINE BANKING

Online Banking registration. Use your current Touchtone Teller (phone) Access Code if you are a first time user.

If you are entering your Touchtone Teller Access Code in order to enter Online Banking and your phone password contains letters, convert the letters to numbers using a Touchtone phone keypad
Example: The password 12mary would be converted to 126279.

The first time you access Online Banking you will be prompted to change your password. The new password you select must contain at least two of the following; letters, numbers, or symbols. The password can be between 6 and 32 characters in length. Remember that letters are case sensitive. This will not affect your current Touchtone Teller (phone) Access Code.

Your Online Banking password is now independent of other computer systems. Your Touchtone Teller Access Code will remain the same unless you change it on the phone system. You may now change either code at any time without affecting the other. Remember, they are independent of one another.


MINIMUM BROWSER REQUIREMENTS FOR ONLINE BANKING

Product
Microsoft Internet Explorer (IE) 7
Microsoft Internet Explorer (IE) 8
Microsoft Internet Explorer (IE) 9
Firefox
Safari 6
(Mac only) 
 
Chrome
Online Banking
Not Supported
Supported
Certified
Certified
Supported
Supported
Bill Pay
Not Supported
Supported
Certified
Certified
Supported
Supported
Finance Works
Not Supported
Supported
Certified
Certified
Supported
Supported

 

Web TV and Netscape are not supported.

CookiesJavaScriptScreen Resolution MinimumAdobe Acrobat ReaderAdobe Flash Player
Enabled - first and third partyEnabled1024 x 768Version 9.x or higherVersion 10 or higher

IMPORTANT: It is highly recommended that newer browsers be used to access Online Banking.

A free copy of Microsoft® Internet Explorer is available by going to Microsoft's homepage.

AOL users operating in Windows 95 can get America Online's Web Browser by entering the Keyword "Upgrade".


Back To Top 


DETERMINING YOUR BROWSER VERSION

In Microsoft® Internet Explorer:

  1. Click on "Help".
  2. Click on "About Microsoft® Internet Explorer".
  3. Click here to upgrade to a newer version of Explorer now!

In America Online's Web Browser:

  1. Click on "Help".
  2. Click on "About America Online".

DOWNLOADING FILES TO FINANCIAL SOFTWARE

Within Online Banking there is an option to download your transactions into Quicken® or QuickBooks®, or MS Excel (.csv files). Your financial information is provided in a format that is compatible with your PFM's software. See below for instructions on how to use the PFM software. Use the dropdown menu on the form within Online Banking to select the proper version.

The information provided in your Transaction Detail is the only information that can be downloaded. You may download the current and previous months' transactions. Depending on your account activity, prior information may also be available (limited to the prior three months).  Up to 12 months of Online Transaction history is available for viewing only.

To download the information from your Transaction Detail:

  1. Click on the "Export" tab in Online Banking's navigation bar.
  2. Select the desired Account for downloading.
  3. Select the date range.
  4. Choose the appropriate Export format.
    1. OFX - MS Money*
    2. QIF - Quicken**
    3. QFX - Quicken Web Connect
    4. QBO - QuickBooks
    5. CSV - Comma Separated Values - example use: MS Excel
  5. Click on Download Date.
  6. Select Open File.  The appropriate program will launch and handle the data exchange/display. 

To search for help with Quicken, visit the Intuit web site here. For help with Quickbooks, click here.

* MSMoney has been discontinued.  You can replace it with Money Plus Sunset Home and Business.

** Quicken's outdated QIF information page.

New Feature!  Quicken Direct Connect!

You can sign-up with Direct Connect within your Quicken application to download transactions from your Star Once accounts. Please refer to Quicken's software "Help" section for how to set-up and use the service. For your convenience, you may also access the Direct Connect registration page here. For assistance with Quicken software issues, please contact Quicken here.

 Back To Top 


Log-on Security Information

Internet Explorer Content Adviser End Users that have Content Adviser enabled in Internet Explorer will require some changes that need to be made in order to use Internet Banking.
  1. Click on Tools.
  2. Select "Internet Options"
  3. Select the "Content" tab
  4. Select "Settings" and input the Content Supervisor password. (The password was created when Enabling the Content Adviser, if you have forgotten this password contact Microsoft)
  5. Select "Approved Sites"
  6. Copy and paste the entire Login page URL, For example: www.myfi.com/onlineserv/HB
  7. Select "Always" and then click "Apply"
  8. Click "OK" to close the Window.
  9. When logging into Internet Banking, you may see the following message box:



     
  10. Select "Yes" to continue.

Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent end user access into Internet Banking. This can also include some types of pop-up blockers. In order to log in to Internet Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor instructions for information on how to perform these steps.

Spyware/Adware

Due to increased security, certain spyware/adware may also prevent end user access into Internet Banking. In order to log in to Internet Banking, end users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.

UNABLE TO LOG IN TO ONLINE BANKING

If you can view the other areas of our web site, but are unable to access Online Banking, it may indicate a problem accessing all secured web sites. Both your browser and Internet service provider must support secured sites.

This Web site is designed for browsers and operating systems shown in the table above.

Using other browsers may cause the Web pages to appear misaligned and prevent access to Online Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Online Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites.

Contact your company's Data Processing Department regarding the problem or try to access Online Banking from another location.

IMPORTANT: When reporting problems to Star One, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Online Banking during this session:

"Internet Account Access Session Error."

Return to the log in screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept cookies. Since there are several within Online Banking, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to reenter your password, (after initially entering your member number and Online Banking password, your browser may not support JavaScript™, or JavaScript™ may not be enabled. A browser upgrade may be necessary.

Go to Microsoft's Web site to download Internet Explorer.  The "Enable JavaScript" function may be disabled.

To enable JavaScript™ in Microsoft® Internet Explorer 5.0 - 6.0:

  1. From the "Tools" menu, click on "Internet Options".
  2. Click on the "Advanced" tab.
  3. To enable Java, verify that the "Enable Java" and "Enable JavaScript" boxes are selected.
  4. Click on the tab marked "Security" ("Privacy" tab for IE 6.0 users).
  5. Click on the button marked "Custom Level".
  6. Under "Java" make sure the radio button is set to "Medium Safety".
  7. Under "Scripting of Java Applets" make sure the radio button is set to "Enable".
  8. Under "Cookies": Allow per-session cookies (not stored). Make sure the radio button is set to "Enable".
  9. Under "Cookies": Allow cookies that are stored on your computer. Make sure the radio button is set to "Enable".
  10. Click on "OK" until exited completely from options.

Back To Top 


COMMON ERROR MESSAGES

Error Messages - To show us the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open your Word Processor and paste the selection. You can save this file and e-mail it to us for support. When experiencing an error message, try the following steps before contacting us:

  1. Close the browser
  2. Retry
  3. Delete the Cache, Reload, or Refresh.

After trying this and you still continue to receive the error message, contact us. The following errors may occur when accessing Online Banking:

  • Membership cannot be verified as entered. Check your user number and try again, or contact Star One for further assistance. This indicates that your user number is incorrect. Try entering your account number without using leading 0's (zeros). Example: Try entering 0006789 as 6789.

    IMPORTANT: When reporting problems to Star One, have as much information ready as possible (e.g., browser version, etc.).

  • Passwords cannot be verified as entered. Possible causes include the following:
    • Your password is incorrect. Verify the password and then reenter it.
    • The Caps Lock key is on. Since passwords are case sensitive, the Caps Lock key may alter the way your password is being entered. If you are accessing Online Banking for the first time, convert any alpha characters in your password to numbers based on the layout of your telephone keypad.
      Example:B4TIME must be entered as 248463.
    • If you have not logged into Online Banking for six months or more, your account may now be inactive and your password reset. Try entering your current Touchtone Teller Access Code.
    • Too many invalid log-in attempts. As a security measure, the Online Banking system will allow five invalid password attempts and will lock out the account on the sixth try. Contact Star One for assistance at (866) 543-5202 or (408) 543-5202.
  • The Service Temporarily Unavailable message is displayed when Online Banking is temporarily down for system maintenance or is experiencing telephone circuit problems. Try again periodically. If the message is displayed repeatedly, contact Star One.

INTERNET TIPS

Find and Replace - Control + F is a find and replace feature on the browser that allows you to search for key words.

Error Messages - To show Star One the exact error message that you are receiving, display the error message on your screen, then press Alt + Print Screen on your computer's keyboard. This will transfer the image to your clipboard which can then be transferred to a Word document or other application.

When experiencing an error message, try the following steps before contacting Star One:

  1. Close the browser.
  2. Retry.
  3. Close the cache, reload, or refresh.

After trying this and you still continue to receive the error message, contact Star One.


Back To Top 

 

Account Access
NCUAEqual Housing Lender
Privacy  |  Security  |  Rates  |  Disclosures  |  Calculators  |  Help  |  Site Map
© 2014 Star One Credit Union. All rights reserved.