Star One Credit Union
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Online Banking Homepage FAQs

Q.  Where can I see my check images on the new Checking Account History page?
A. 
Click on the Checking Account link to open the new Checking Account History. The check number will display as a link on the date it cleared your account here at Star One.  Simply click the link to view images of the front and back of the check. Click the Close button at the bottom of the window when you are finished. 

Q.  Why are we making these changes?
A.  The new back-end architecture provides greater flexibility and more options that are user-friendly and clutter-free. These enhancements will enable Star One to provide you with next-generation products and services today and in the future.  Our Online Banking provider, Digital Insight, is driving this migration.
 

Q.  I don't see the .qfx download option in the new interface.  How do I download my .qfx files?
A.  Just click on the "Account Export" link in under the Other Functions drop-down menu and select it from the "please choose an export format" drop-down menu.  You can also sign up for Quicken Direct Connect that does not require a .qfx file.  For more information on how to use Direct Connect, please refer to your Quicken application "Help" section or contact Quicken support.

Q. I see that you offer Quicken Direct Connect and Quicken Web Connect. What is the difference between the two?
A.  We offer the Quicken Web Connect option within the Export facility in Online Banking. This allows you to download a file from Online Banking into your Quicken via a .qfx file format. Direct Connect allows you to download your Star One transactions from your Quicken application without having to log into Online Banking. Direct Connect requires registration within your Quicken for use with Star One accounts. For more information on how to use Direct Connect, please refer to your Quicken application "Help" section or contact Quicken support. Please note that we do not offer QuickBooks Direct Connect, only QuickBooks Web Connect.  You can reach the Direct Connect registration page here.

Q. My Quicken Direct Connect PIN needs to be reset. How do I go about doing this?
A.  Please contact us at (866) 543-5202 or (408) 543-5202 to have your Direct Connect PIN reset.

Q.  How can I change the transaction date range from the 10 day default to something else?
A.  You can change the date range by selecting your desired date range from the date range drop-down list. To make the new range your default date range, choose Always use this date range from the date range drop-down list after selecting your range. The options that can be used to set the date range are: 10 day, 30 day, or monthly increments.
NOTE:
Custom date ranges are not allowed as a default.

When you set a new date range as the default, the system displays a temporary green check mark to the left of the new value. Otherwise, a warning icon will alert you that the new date range was not saved. If an error condition should occur, just try selecting Always use this date range again.

Temporarily Changing the Date Range
You can use the handy left and right buttons ( ) located at the bottom of the page to go forward or backward in time. Or to select a different date range just click on the date range drop-down and select another time period.
 
Use a Custom Date Range
To enter a custom date range, click the From calendar icon, navigate to the month you want and click on the date you want. Repeat those steps for the to calendar icon and click the Go button to display transactions for the new date range.
 
 
 

Q.  How do I view my older transaction history?
A. 
Click on the double arrows beside your chosen date range to go forward or back in time.

Q.  What is the New Online Banking Home Page?
A. 
The New Online Banking Home Page helps you do your everyday money management tasks quickly and easily all in one place. In fact, we've brought together the tools needed to perform your most common daily tasks without ever leaving the page. You can easily:


  • Check all of your account balances at once
  • Take a quick peek at your most recent transactions
  • Make a one-time transfer between your accounts
  • Make a loan payment within My Accounts
  • See where you are spending your money
So instead of switching between Account Summary, Account History, Bill Pay, Transfer Funds and other pages, you can take action right there on one page to complete several basic functions. We hope you will think of it as your money management control panel.
 
Q.  What's on the New Online Banking Home Page?
A.  The New Online Banking Home Page contains task-specific areas that are usually found individually on several different pages within Online Banking: Account Summary, Account History, Bill Pay, Transfer Funds and FinanceWorks.

My Accounts
This is where you can see all of your accounts and balances in a glance without having to scroll. In the upper-right portion of My Accounts you will find the Make a transfer icon and link that enables you to make a one-time funds transfer between your accounts and much more. To view the most recent activity for any account, click the Quick Peek link. Clicking Quick Peek opens a new window that shows the most recent transactions or payment activity for the account along with links to Make a Transfer and Go to account history.
 

Make a transfer
Just select the Make a transfer button to make a one-time transfer between your accounts. You can also transfer funds to make a loan payment.

Selecting the Make a transfer button opens the Move Money window above the My Accounts list. Just enter the amount, select the transfer To and From accounts, then click the Transfer button and confirm the transfer details and you're done. Transactions post in real-time when you complete a transfer.
 
  
Q.  How do I make a Bill Payment?
A.  To make a payment, click on the “Go to payments” link in the Make Payment section. That will take you to the current interface.
 
 
 
Q.  How do I view My Spending?
A.  If you are a FinanceWorks user, the pie chart shows all of your spending trends with a summary of your transactions for the past 30 days, categorized and broken out as totals and percentages. You can click on a pie piece to see a complete list of transactions for the selected category.

If you are not yet a FinanceWorks user, instead of seeing the spending pie chart a message will encourage you to try FinanceWorks. Just click the link below the message to go to FinanceWorks and get started.
 

 
Q.  How can I get to other pages in Online Banking from the New Home Page?
A.  Each section of the New Online Banking Home Page has a link that will take you to other pages within Internet Banking that may help you do things that are not currently available on the new page.
 
  • In the My Accounts section you will find a Quick Peek link to the right of each account name. Clicking the link opens a new window listing the most recent transactions. At the bottom of the window you will find a Go to account history link, which, when selected opens the New Account History Page for that account.

       
  • The View My Spending section has a Go to FinanceWorks link below the spending chart. Clicking that link opens the main FinanceWorks page within Internet Banking where you can categorize transactions, set spending and savings goals for today and the future. 


     
  • At the bottom of the Make a Payment section you will find a go to payments link to pay your bills and manage your payees.
Q.  Can I copy and paste transactions into a spreadsheet?
A.  Yes you can copy data from the transaction list and paste it into standard spreadsheets like Excel. Just highlight and copy the data you want (e.g., date, description or amount) from Quick Peek and paste it into a row of the spreadsheet.
  
Q.  Which browsers can I use to view the New Account History Page?
A.  Browsers that are officially certified include Microsoft Internet Explorer (IE) 8.0+ as well as Firefox 4.0+. Browsers that are supported but not certified include IE 9.0+, Safari 5.0+ and Google Chrome.
 
You may notice a green colored announcement just below the top menu that encourages you to upgrade to the latest browser. Doing so will enhance the speed and functionality of the new online banking pages.
 
Q.  Why do I have to keep entering a verification code to log in?
A.  This appears to be an issue with Internet Explorer 9 automatically deleting your cookies every time you shut down your computer. That's why you are not recognized the next time you try to log in to online banking and you have to enter the verification code again. To fix this just follow the steps below.
 
  • Within Internet Explorer, click the Tools icon on the upper right side (looks like a gear wheel).
  • Select Internet Options from the drop-down list.
  • In the Browsing history section, uncheck the 'Delete browsing history on exit' check-box.
  • Click the Privacy tab.
    1. Click the "Advanced" button.
    2. Select the "Override Automatic Cookie Handling" check-box.
    3. Select 'First-party Cookies' and 'Third-party Cookies' radio buttons, if needed.
    4. Select the "Always Allow Session Cookies" check-box.
    5. Click the OK button.
  • Q.  Where can I check my account balances?
    A. 
    The My Accounts section in the upper left area has all of your accounts categorized by type (Deposit, Savings, Loans, etc.) with the current balance and available balance for each account. Within each category group the accounts are listed in alphabetical order by name – either the original account name or the account nickname that you assigned.

    Your first Deposit account is displayed at the top of the list and shows the balance and available balance. The Total Accounts value is displayed at the bottom of each account section.

 

 
Q.  Where can I find when my Certificate Account matures?
A.  You will be able to see the maturity date of your Certificate Account in the account bar without having to access the account details.
 
 

Q.  Where can I find my transactions?
A.  Clicking Quick Peek opens a new window that shows the balance and available balance along with the most recent transactions or payment activity for that account. High transaction volume accounts (like Checking) will show 5 days of account activity. Low volume accounts (like loans) will show 30 days of account activity. You will also find helpful links to Make a Transfer and Go to account history at the bottom of the window.

Just click the X button on the top right or anywhere outside of the window to close it. Clicking the account name or the Go to account history link opens the New Account History Page for that account.
 

For all loan accounts you will see the balance, next payment amount, a Pay now link (to make the loan payment), interest paid for the current and previous years, recent payments made, and a link to the account history page. Clicking the Pay now link will open the Move money window so you can complete the payment.
 

Q.  How do I hide or show my accounts?
A.  Just click on the arrow icon that's located to the right of the account category name to hide all of the accounts for that category. Simply click on the arrow icon again to redisplay the accounts.
 
 

Q.  How can I make a one-time transfer using Move Money?

A.  In the upper right portion of the My Accounts section you will see the Make a Transfer button. Clicking the button opens the Move Money window. Select the From and To accounts, enter the transfer amount, then click the Transfer button. If it applies, the number of transfers available and number of transfers used for the month will be displayed below the account field. NOTE: You can use the switch accounts button ( ) to switch the From and To account values.
 
 

When you click the Transfer button you will get a message asking you to confirm the funds transfer, as seen in the example below.
 

When you click the Make Transfer button a transfer complete window will display with all of the relevant transfer details and the option to Make another transfer or Print the transfer details. Transactions will post immediately when you complete the transfer.
 
This means that we will automatically refresh the page (to get new account balances) when you close the transfers success window shown below. NOTE: If an issue should occur during the transfer process, an error message will instruct you what to do next.
 

Q.  How do I make a loan payment using Move Money?
A.  To make a loan payment using Move Money:
  1. Click the Pay link to open the Move Money window
  2. Select the From account from the drop-down list (the Available dollar amount will be displayed)
  3. Select the To account from the drop-down list (the Balance amount will be displayed)
  4. Review the Amount to be paid
  5. Click the Transfer button and review the payment details
  6. Click the Make Transfer button to complete the payment and display the payment details
  7. Click Make another transfer to make another transfer or payment, click Print confirmation to print out the payment details, or click Close to close the Move Money window  

     

Q.  How long does it take for transfers to display?
A.  Transfers made on the New Home Page will display in real-time in the My Accounts list and the New Account History Page transactions list. This means that we will automatically refresh the page (to get new account balances) once a user closes the transfers success window.
 
Q.  How do I add outside accounts?
A.  Adding outside accounts if you are not enrolled in FinanceWorks
If you are not a FinanceWorks user, you will see the promotional spot in the Outside Accounts module, as shown below. Just click the Get Started link to open the FinanceWorks enrollment page, then follow the on screen instructions to sign up for free. See the details for adding your outside accounts below.
 

Adding outside accounts for a FinanceWorks user that has no accounts added yet
Once you have signed up for FinanceWorks, you can start adding your outside accounts (checking, savings, investments, etc.) so they will be available within FinanceWorks and the Outside Accounts module on the new Online Banking Home Page. Within FinanceWorks, outside accounts can be added on the Overview page.
To begin adding outside accounts from the Home Page, click the Add Outside Accounts link in the Outside Accounts module to directly access the Financial Institution Search page in FinanceWorks. Start typing the financial institution name or account name in the field provided, as shown below. Matching names will automatically display below the entry field, so just click on the name you want to select it.

Clicking on the account name opens a new window where you will enter your User ID and Password. This enables FinanceWorks to automatically access your account data and display it in the Accounts column, as well as the Outside Accounts module on the Home Page. Simply follow the on-screen instructions to add each bank or account.

NOTE:
You only have to enter your account login information once for everything you set up, except for a Wells Fargo account. You will have to enter your Wells Fargo login credentials every time you access FinanceWorks.
 

Adding additional accounts in the Outside Accounts module
So what types of financial institutions and accounts can be added? You can add an outside bank, credit union, or investment firm from more than 18,000 financial institutions from across the country. You can also add a variety of accounts: Checking, CD, Money Market, Savings, Mortgage, Loan, Line of Credit, Taxable Investments and Tax-deferred Investments (that may include securities like stocks, bonds, mutual funds and cash reserves).
The accounts will be organized by financial institution with all available accounts listed for each one, as shown below. There will be a hide/show arrow icon to the right of the financial institution name. Clicking on the arrow icon will open a collapsed group of accounts, or collapse an account set that is open.

When you have added one or more accounts the Outside Accounts module will look more like what you see below. To add an additional financial institution or account, simply click the Add button to directly access the Financial Institution Search page within FinanceWorks.

Each account will display a "Last updated" date and time below the account balance. If FinanceWorks cannot connect to an account, a warning sign is displayed with the following message, "We cannot connect to this account." Clicking on the How do I fix this? link displays specific instructions of how to use the Go to FinanceWorks link to remedy the issue there.
 
 
Q.  Where can I check my spending?
A.  If you are a FinanceWorks user, you will see the familiar pie chart in the View My Spending section. The pie chart is created with your transaction data that comes directly from FinanceWorks. It shows your spending over the past 30 days and each spending category that you have used is represented by a slice of the pie.
The pie slice categories are listed in a legend next to the chart and show the total value and percentage of the total amount. Please be aware that only Personal spending categories – and NOT those categorized as Business expenses – will appear in the spending chart.
 

 
Resting or hovering your mouse over one of the pie slices, displays the category name, total amount and percentage in a pop-up, as seen below.
 
 

Now click the slice to refresh the chart and show the transactions that make up that category as pie slices and legend information. When you want to see all the main categories again, just click the All Categories link above the chart.
 

If you are not yet a FinanceWorks user, instead of the spending pie chart you will see a message encouraging you to sign up. Just click the Go to FinanceWorks link or icon to get started, if it is available.
 
Q.  Why are some transactions on My Accounts list not in the spending chart?
A.  The transactions shown in the spending chart are collected every night from your different accounts by FinanceWorks. But in some cases it may take a day or two for transactions to appear in the chart. FinanceWorks may not be able to get the transactions from one or more of your accounts (e.g., if an account is offline and doesn't respond). In those cases, FinanceWorks won't be able to retrieve transactions from that account until the error is fixed.
 
Hint: If you would like to ensure that all available transactions are displaying in the pie chart, click on the Go to FinanceWorks link at the bottom of the View My Spending section. Once in FinanceWorks, click the Refresh button in the upper left part of the page to download your latest transactions. Once the page reloads, your latest transactions should be included in the chart.
 
Q.  Where can I find my detailed account history?
A.  Just click the account name link that you want to open the New Account History Page. The page will open with transaction details for your default date range. Or you can click on the Go to account history link in the Quick Peek window to directly access the New Account History Page.
 
 

Q.  Where can I find my full 14 digit account number?
A.  Go to the account you want and click the Checking Account name link to open the New Account History Page. Click the See account details link in the account summary window in the upper right-hand part of the screen. If it's available, your full account number will be listed with other relevant account details.
 
When you are finished just click the Hide account details link to collapse the extra information. (NOTE: Your 14 digit account number can also be found at the bottom of a physical check.)
 
 
 
 
Q.  How do I print my transactions and check images?
A.  First go to the My Accounts area and find the account you're looking for. Click the account name link for that account to open the New Account History Page.
 
Print Transactions: Make sure the date range is what you want (e.g., 30 days) or select a different date range using the Change drop-down list. Click the Print icon or link to open a separate window showing the transactions in a printer friendly format. Select a printer, if needed, and click the Print button to send the transaction list to the printer.

Print Check Images:
In the New Account History Page, open the account that you want and then click the check link that you want to print. With the check images displayed, click the Print icon or link. Select a printer, if needed, then click the Print button to send the check images to the printer.
 
Q.  How do I create or change nicknames for my accounts?
A.  It’s very easy to do:
  1. Click My Profile in the top right corner within Internet Banking.
  2. Click the Account Nicknames link (the name of the link may vary).
  3. Find the account you want and type the new name in the Nickname column field.
  4. Repeat this for each account that you want to change.
  5. When finished, click the Change button.
  6. You should see your account nicknames the next time you log in to online banking.
NOTE: These changes can take up to five minutes or more to take effect.

Q.  How do I change the order of my accounts?
A.  Your account categories have been set up to automatically display in a certain order: Checking, Savings, Money Market, Certificate of Deposit, Mortgage Loans, etc. However, if you happen to have multiple accounts within a given category (e.g., two or more savings accounts), you can change the display order of those accounts.

The account names or nicknames within a category appear in alphabetical order, so you can change the account nicknames so the accounts display in the order you want, e.g., My Savings Account will display before zAdvantage Savings Acct because of the added ‘z’  Upper case letter precede lower case letters.
 

Q.  Can I track my tax deductible donations?
A.  Yes, using FinanceWorks’ Tax Watch. Just click on the Tax Watch link.
 
 
 

 

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