Have questions? We're here to help.
- Have your NetTeller user ID readily available.
- Allow yourself 1-2 minutes to complete first-time login.
- You only need to complete the first-time login process once.
- 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.
This simulator is designed to give you an overview of the new Digital Banking platform. We will walk through the dashboard controls and the feature and functions available.
This simulator is designed to dive deeper into a few key features that customers use every day. This tutorial will get you ready for everyday banking with Five Star Bank’s Digital Banking system.
Comprehensive User Guide:
Frequently asked questions:
A: As part of our transition to Digital Banking, we made some noteworthy changes to a handful of relationships. Select accounts - including Power of Attorney or Trustee and Executor/Administrator, Guardian or Representative Payee relationships- will be placed in View Only access upon transition to Digital Banking. If you would like to have full access rights to perform transactions, please contact us so we can discuss the necessary paperwork required and to verify we have it on file.
A: Customers will receive a message stating Invalid NetExpress Teller ID or Password/PIN if they have been migrated over to our new Digital Banking system but attempt to access their accounts through NetTeller. Try the Login option under “Digital Banking Users” using your same login and password. If you continue to have trouble after attempting the “Digital Banking Users” Login, please contact the Call Center at (866) 845-8094 Customers who use our AirTeller app and receive a message stating Sign in Failed/ Not Authorized when trying to access their accounts through AirTeller may have been migrated over to our new Digital Banking system. Download our new app by searching “Five Star Bank Digital Banking” in the App Store or in Google Play and try to log in using your same login and password. If you continue to have trouble after trying the new app, please contact the Call Center at (866) 845-8094.
A: Registering your device with Digital Banking means that you would like to recognize your device as a secure means to access your account information. When using a registered device, you will only be prompted to enter your user ID and will not be asked for a secure access code. Customers should only register personal devices that are not accessible to the public.
- Manage My Bills – a single dashboard that allows you to establish a direct connection to your monthly bills and make payments all in one spot.
- CardSwap® - one place to manage your card on file for how you pay various subscriptions, streaming services, and e-commerce merchants.
- Financial Tools – to help you budget and set goals for a prosperous tomorrow.
- Coming soon! Send Money – a quick and easy way to send money to others.
A: Manage My Bills is a new way to manage and pay your monthly bills. It will not replace Bill Pay- but simply be another way for customers to manage their financial well-being.
A: To utilize Send Money you will need to know the email address or mobile phone number of the recipient you would like to send money to. Send Money will work on the Star, NYCE, Pulse, Accel, Culiance and Shazam networks and is working to expand their list of networks further.
A: Our Customer to Customer feature allows Digital Banking users to send money to other Five Star Bank customers enrolled in Digital Banking. The only information you need from the receiving individual is an email address used for their Digital Banking, and the last four digits of their account number.
A: There are two ways to add an external account to your Digital Banking environment, and each serves a unique purpose. 1) Use the “Add an External Account” feature under Online Services. Instructions on the screen will walk you through how to add and verify your external accounts so that you are able to transact with these accounts. By using “Add an External Account” you will be able to see your added accounts in your list of accounts when using functions under the Move Money tab (Loan Payment, Funds Transfer, etc.). 2) On the home page use the “Link Account” feature to have your external accounts display on the home screen and also appear in your Financial Tools reporting. Linking an Account is a great way to understand your full financial picture across multiple financial institutions but does not allow you to transaction on the account within Digital Banking.
A: While we currently support a large number of vendors in Digital Banking, we continue to work to expand this network. Restrictions based on vendor or product are possible. You may be able to manually link some of your external account to display in the Financial Tools reporting, but these manually added accounts will not appear on the home page.
A: If you are not currently enrolled in e-statements, when selecting the View Statements tab within Online Services you will be asked to complete a series of questions and accept our e-statement agreement. Once the enrollment process is complete you will be able to view your statements using the View Statements function in Digital Banking (statements starting with enrollment date). Customers with joint relationships on accounts are able to enroll one account holder in e-statements using the View Statements function in Digital Banking. To add an additional recipient for the e-statement select Additional Recipients within the e-statements settings.
A: Unfortunately, there have been some instances where account nicknames have not carried over from the NetTeller system into Digital Banking. You can easily re-establish your account nicknames by clicking on the three dots next to the account title and selecting “Nickname Account.”
A: For customers who have completed their scheduled transition, 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.
A: Quicken and QuickBooks are still available to our customers, but at limited capacity until June 8th, 2020. As we complete our transition to Digital Banking, 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. We are just as excited as our customers to have compatibility with financial tools like Quicken and QuickBooks, but recommend waiting until the June 8th, 2020 for the best transition of data.
A: Customers will experience minimal downtime during their scheduled conversion. For those customers scheduled to transition as part of the first phase on April 21st, NetTeller and AirTeller will not be available for customers from 10:00 AM on Monday, April 20th, 2020. You will gain access to the new Digital Banking platform the morning of Tuesday, April 21st. Check your emails as we will be sharing conversion-time reminders with customers several days prior to their scheduled transition!
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-Statements Agreement to this section because many of our customers will utilize the “View Statements” feature in this new system. You are able to download these PDFs to view, save and print.