Have questions? We're here to help.
Next steps. Helpful answers. At Five Star Bank, we're here to support you through every step of this transition. We will continue to share important updates, helpful tips, and comprehensive resources on our website.
Speak with one of our Customer Service Representatives.
Give us a call at (866) 845-8094.
Quick guide for first-time login:
Step 1: Visit www.five-starbank.com to log in, or download the Five Star Bank Digital Banking app
Step 2: Enter your current NetTeller user ID and password. A secure access code will be sent to your chosen delivery method for authentication.
Step 2: Enter your current NetTeller user ID and password. A secure access code will be sent to your chosen delivery method for authentication.
TOKEN USER: Enter a token number in the password field. First-time login will require you to enter a second token number, which you can obtain after 30 second
Step 3: Establish a new password for your Five Star Bank Digital Banking account.
TOKEN USER: You will still need to establish a password for future logins. The token will serve as the second level of authentication. The next time you log in, you will be asked for your user ID, password and a token number.
Step 4: Review and acknowledge our E-sign Consent Agreement and Digital Banking Agreement.
Step 5: Welcome to Five Star Bank Digital Banking - explore what it has to offer!
Step 5: Welcome to Five Star Bank Digital Banking - explore what it has to offer!
*You only need to complete the first-time login process once. Your login credentials will be the same whether you log in from a computer or the app and will carry over to your other devices.
ADDITIONAL Notes:
- Make sure your phone number and email address are current in our records. Digital Banking offers two-factor authentication with Secure Access Codes. A Secure Access Code is a randomly generated 6-digit code that will be sent to you when logging into Digital Banking by a method which only you can obtain (email, automated phone or text message) to confirm it's actually you logging in to view and transact on your account.
- Those who use Face ID or Touch ID to login to their Five Star Bank app today will need to enable that functionality again after the first time login process. This can be done on the login page of the Five Star Bank Digital Banking app or through the Settings menu within the app. Depending on device compatibility, customers are also able to use a Passcode to quickly and securely log in.
Frequently asked questions:
Q: Will my templates be migrated over (Wires & ACH)?
A: Yes. Your ACH and wire templates will be transferred over to the new Digital Banking system. We recommend reviewing your templates at first-time login to ensure accuracy of the data migration. For more information about editing or using a template, go to page 72 of our Business Banking User Guide.
A: Yes. Your ACH and wire templates will be transferred over to the new Digital Banking system. We recommend reviewing your templates at first-time login to ensure accuracy of the data migration. For more information about editing or using a template, go to page 72 of our Business Banking User Guide.
Q: Can I future date wires?
A: Yes. This is a new feature available in Digital Banking. When creating a new wire payment, you will be prompted to select a process date using the calendar feature.
A: Yes. This is a new feature available in Digital Banking. When creating a new wire payment, you will be prompted to select a process date using the calendar feature.
Q: I recently reset my password in Digital Banking. Why am I receiving an error message stating “Authentication has failed.”?
A: During your initial password reset, when prompted to update your saved password in your browser or key chain, select “Not Now” or “No Thanks.” Once you have successfully changed your password and have logged in to your accounts, log out and log back in again- manually entering your new password. This time, when prompted to update or save your password, you may agree to update your password key chain.
A: During your initial password reset, when prompted to update your saved password in your browser or key chain, select “Not Now” or “No Thanks.” Once you have successfully changed your password and have logged in to your accounts, log out and log back in again- manually entering your new password. This time, when prompted to update or save your password, you may agree to update your password key chain.
Q: How do I change my personal details, such as email address or phone number?
A: You can add and edit your preferred delivery method for your Secure Access Code by visiting “Security Options” under Settings, then selecting “Secure Delivery.” If you would like to update your email address or phone number on file with Five Star Bank, please send us a secure message using the “Messages” feature in Digital Banking. Choose the “Address Change” option from the new message drop down
A: You can add and edit your preferred delivery method for your Secure Access Code by visiting “Security Options” under Settings, then selecting “Secure Delivery.” If you would like to update your email address or phone number on file with Five Star Bank, please send us a secure message using the “Messages” feature in Digital Banking. Choose the “Address Change” option from the new message drop down
Q: What are the cut-off times I need to meet to ensure my payments are processed the same day?
A: We have added Quick Tips as a yellow message at the top of screens to help communicate important cut-off times for various payment methods. ACH Payments must be approved by 2:00 p.m. EST to be processed the same day. Wires must be submitted by 3:30 p.m. EST to be processed on today’s business day.
A: We have added Quick Tips as a yellow message at the top of screens to help communicate important cut-off times for various payment methods. ACH Payments must be approved by 2:00 p.m. EST to be processed the same day. Wires must be submitted by 3:30 p.m. EST to be processed on today’s business day.
Q: Can I edit or delete a payment template?
A: Under the Payments option in Move Money you are able to edit, copy, or delete a payment template by selecting the three-dot icon next to a payment method. For more instruction on how to update your payment templates, go to page 72 of the Business Banking User Guide.
A: Under the Payments option in Move Money you are able to edit, copy, or delete a payment template by selecting the three-dot icon next to a payment method. For more instruction on how to update your payment templates, go to page 72 of the Business Banking User Guide.
Q: Am I able to cancel an already approved transaction?
A: Visit the Digital Banking Activity page to find the transaction. At the end of the transaction’s row, click on the three dots under the Actions column and select “cancel.” For any future dated transaction, it is possible to cancel the transaction up to their respective cut off times. Same day internal transfers process in real time prior to 7:00 p.m. EST and are unable to be cancelled.
A: Visit the Digital Banking Activity page to find the transaction. At the end of the transaction’s row, click on the three dots under the Actions column and select “cancel.” For any future dated transaction, it is possible to cancel the transaction up to their respective cut off times. Same day internal transfers process in real time prior to 7:00 p.m. EST and are unable to be cancelled.
Q: Am I able to add/keep a recipient in Digital Banking if I do not need to pay them currently?
A: There is no requirement to pay a recipient after you have created them in Digital Banking. If you are doing a batch payment, you can select the option next to the recipient that says, “Do not pay.”
A: There is no requirement to pay a recipient after you have created them in Digital Banking. If you are doing a batch payment, you can select the option next to the recipient that says, “Do not pay.”
Q: Where can I find a copy of the agreements I accepted during first-time login?
A: We have added a Digital Banking section to our Important Forms & Documents page, https://www.five-starbank.com/resources/forms, which houses the Digital Banking Agreement and E-Sign Consent Agreement that are presented to customers when they first enter Digital Banking. We have also included our e-Statement Agreement to this section because many of our customers will utilized the “View Statements” feature in this new system. You are able to download these PDFs to view, save and print.
A: We have added a Digital Banking section to our Important Forms & Documents page, https://www.five-starbank.com/resources/forms, which houses the Digital Banking Agreement and E-Sign Consent Agreement that are presented to customers when they first enter Digital Banking. We have also included our e-Statement Agreement to this section because many of our customers will utilized the “View Statements” feature in this new system. You are able to download these PDFs to view, save and print.
Q: Will I still be able to connect to my Quicken and QuickBooks accounts?
A: You will need to modify your Quicken/QuickBooks settings to ensure a smooth transition of your data. Follow the conversion instructions for QuickBooks Online, Quicken for Windows Express Web Connect, and Quicken for Windows Web Connect. When searching for Five Star Bank from the drop down options, make sure you select “Five Star Bank (NY) ” from the list. NOTE: You may see as many as three versions of “Five Star Bank (NY)” listed. You can choose any of these versions.
A: You will need to modify your Quicken/QuickBooks settings to ensure a smooth transition of your data. Follow the conversion instructions for QuickBooks Online, Quicken for Windows Express Web Connect, and Quicken for Windows Web Connect. When searching for Five Star Bank from the drop down options, make sure you select “Five Star Bank (NY) ” from the list. NOTE: You may see as many as three versions of “Five Star Bank (NY)” listed. You can choose any of these versions.
Q: As the account admin, am I able to unlock users?
A. Under the Manage Users option in Settings, an admin can create users, edit rights and oversee your employees on a day-to-day basis. If a user appears in red, it means they are locked out of Digital Banking. Click on the three-dot icon associated with the locked user and select “Unlock login.” A user can also contact Five Star Bank at (877) 226-5578 to unlock their account. For more information about user management, visit page 10 of the Business Banking User Guide.
Q: What's new in Digital Banking?
A: Manage all your company's finances easily and efficiently with:
- Enhanced Business Dashboard: Designed to make your Digital Banking experience easy. Seamless experience from your office to on-the-go.
- ACH: Easily manage ACH-Payments for disbursements, receipts, and payroll.
- Wires: Initiate wire transfers, right from your digital device.
- User Management: Control permissions and limits of your employees in a single location.
- Reporting: Standard and customizable reports available.
Q: What information am I able to find under Reports feature?
A: Standard and customizable reports are available for download or print. Corporate Banking customers can now access reports for general activity and a wire activity report. For more information about reporting, visit page 110 of the Corporate Banking User Guide.
Q: How can I update my information in Digital Banking?
A: There are two places you can update your information in Digital Banking. 1) You can add and edit your preferred delivery methods by visiting “Security Options” under Settings, then selecting “Secure Delivery.” 2) Review and update your Digital Banking profile by visiting the “Profile” feature under Settings. In the profile form you can update your name, address, email address, and phone number. Please note that you still need to contact our Customer Call Center at (877) 226-5578 to update your information on file with Five Star Bank.
Q: Why am I unable to access the new Digital Banking site?
A: Please make sure you are accessing the login page through a supported browser. Digital Banking will not work using any version of Internet Explorer. A full list of supported browsers can be found here: https://www.five-starbank.com/resources/supported-browsers(Opens in a new Window).
A: Please make sure you are accessing the login page through a supported browser. Digital Banking will not work using any version of Internet Explorer. A full list of supported browsers can be found here: https://www.five-starbank.com/resources/supported-browsers(Opens in a new Window).
Interested in learning more?
Speak with a member of the Five Star Bank team today.
