Q.Why does the online and mobile banking transfer module look different?
A.Based on member feedback, we’ve optimized and streamlined the transfer module to make it easier to transfer funds and pay bills.
Q.How do I access Instant Pay?
A.You may access the Instant Pay service through Star One’s online banking and mobile banking service under the Transfers & Pay option.
Q.Who can I pay with Instant Pay?
A.You can pay anyone who has an account with a U.S. Financial Institution that participates in the Instant Pay Service.
Q.Do I have to enroll in the Instant Pay service?
A.No, you do not have to enroll in Instant Pay. Simply add a new recipient along with the account and routing number of a participating financial institution.
Q.If I do NOT want to use Instant Pay, what do I do?
A.Instant Pay is an optional service that you may choose not to use. There is no ability to permanently turn off this service.
Q.Will I receive confirmation if my Instant Pay transfer was approved, declined, or under review?
A.Yes, you will receive transaction confirmations by email, text message, and in-app push notification.
Q.How do I know if I can send funds instantly to a person in my recipient list?
A.The Instant Pay logo will reflect next to the recipient’s account information in your recipient list.
Q.How do I add a new recipient?
A.View our interactive demos and learn how to add a new recipient:
Q.Where can a member see all their Instant Pay transactions?
A.Posted transactions will be available on the account history in online and mobile banking.
Q.Can an Instant Pay transaction be canceled?
A.No. Once funds are sent via Instant Pay, you are not able to cancel the transaction.
Q.How do I dispute a transaction or report fraud?
A.When disputing a transaction, please complete the Instant Pay Dispute form and attach the completed document to a secured message within your online banking access or visit a local branch. In the event of fraud, please complete the Instant Pay Dispute form and contact Star One at 408-543-5202 (M-F 7 am to 7 pm and Sat-Sun 9am to 5pm).
Q.How will I know who sent me funds through Instant Pay?
A.The name of the sender will display as a part of the transaction description in your account history. Additionally, you will receive notifications through text message, email, and in-app push notification when funds are received by an Instant Pay participant.
Q.Will Zelle, Same Day Transfer, and other current money movement services still be available?
A.Yes, all current money movement services are still available.
