Online FAQs

Online Banking FAQs

What is Online Banking? Is there a fee?

Online Banking is a real–time online system that allows our customers a secure and convenient way to access their StellarOne accounts via the Internet. Online Banking is free for personal accounts.

Do I have to register to use Online Banking?

Yes, a one–time application is required to sign up for Online Banking. Enroll online or at any StellarOne office. Once the completed application is received by the bank, we will issue a Bank ID number and a Password. During your visit to the Online Banking site you will be asked to select a Password of your choice which you will use whenever you access Online Banking.

How do I use Online Banking?

After you enter your Bank ID and Password numbers on the first screen of Online Banking, you will be shown a list of your accounts and the balance in each. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the account you are interested in and press the “submit” button. Any additional pages will have action buttons on them that lead you through your transactions.

Can business customers use Online Banking?

Yes, the same great features of Online Banking are available to our business customers. Because of their special needs, our business customers have access to some electronic payments methods not available to our personal account holders. The person opening the Online Banking account must be authorized by the business to do so. Apply at any StellarOne office.

What do I need to access Internet Banking?

You will need a connection to the Internet and Web Browser that supports 128–bit SSL encryption. Netscape Navigator 7.0 (or higher) or Microsoft Explorer 6.0 (or higher) both support this type of encryption. Firefox 1.5 (or higher) and America Online 8.0 (or higher) will also support this type of encryption. Test your browser here.

You can download the latest browser software from the following sites:

Microsoft Internet Explorer:
http://www.microsoft.com/windows/downloads/ie/getitnow.mspx

Netscape Navigator:
http://browser.netscape.com/

Firefox:
http://www.mozilla.com/en-US/firefox/

America Online:
http://daol.aol.com/software/

What if all my accounts do not appear on my account list?

You must be a sole or joint owner on an account to have it added to your account list. If an account falls in this category and is not shown on your listing, simply call customer service at 888.STTLAR1 (888.785.5271) to have it added.

Can I change my User ID and Password?

Yes, you can change your User ID and Password as often as you want. Simply click on “Options” and then “Account” and follow the simple instructions.

What if I enter the wrong User ID or Password?

For security purposes, three consecutive invalid sign–on attempts will lock you out of the system for 24 hours. If you are locked–out, you can contact customer service at 888.STLLAR1 (888.785.5271). Upon proper identification, your accounts will be unlocked and your Password reset.

What if I forget my Password?

We do not have access to your Password once it has been changed. However, any Customer Service Representative can reset your Password and you can then change it to your own preferred Password. Just give us a call at 888.STLLAR1 (888.785.5271).

Why doesn’t my Online Banking Password work?

There could be several reasons. You may be entering the wrong Password. You could also be locked out of Online Banking. You are allowed three login attempts. On the third attempt, if invalid, you are locked out of Online Banking. In addition, if you have not logged in to Online Banking in the past 90 days, you will be locked out of the system. If you are locked out, please call 888.STLLAR1 (888.785.5271).

On a normal business day, how late can I make a funds transfer?

All transfers requested before 6:00 pm ET will be processed that day. Any transfers after that time will post the next business day.

How current is the information in Online Banking?

The information displayed in Online Banking is real time information. You will see transactions post to your account as they occur. The available balance in your checking and savings accounts will change throughout the day based on your activity. As you use your Visa Check Card, use an ATM, or transfer funds between accounts, your available balance will be updated to reflect that activity as it occurs.

Are there limits on the number of transfers I can make?

Yes, depending on the type of account you have. Some accounts, such as checking accounts, have no limits on the number of transfers a client can make. However, savings accounts and Money Market Accounts by federal regulation are allowed no more than six electronic transfers per month.

Why does it sometimes appear that my Visa Check Card transactions are posting twice?

Merchants use telephone communication to approve transactions from your card. They receive a pre–authorization and a permanent authorization, both of which appear on your account information. You may also see a pre–authorization for $1.00. There will be an offsetting credit in the same amount. In every case, the amount charged to your card will equal the amount of your purchase.

What does the downloading feature do?

The download option allows you to download your transactions into Quicken/Quick Books and Microsoft Money.

How many statements can I see online?

You will be able to access and print your current transactions since your last statement as well as the statement dates shown on the Statement/Notice screen. The statement file will begin to build from the date that you sign up for Online Banking.

What if I get an error message?

If you get an error message please make a note of the message, the error number and the time. Then simply give us a call at 888.STLLAR1 (888.785.5271) and we will make every effort to resolve the issue as quickly as possible.

What can I do to keep my information secure?

There are several things you can do to protect your Identification and Password:

  • Do not use an obvious number or other accessible information for your Online Banking Password
  • Ensure no one is watching when you enter your Online Banking ID and Password
  • Try to memorize your Online Banking ID and Password rather than writing them down
  • If you record your Online Banking ID and Password, store the document in a secure place
  • Do not share your Online Banking ID and Password with others
  • Report an unusual activity immediately
  • Do not give your information to anyone requesting it over the phone unless you have initiated the call
  • Always log out of the system

Who do I contact if I have a problem with Online Banking?

If you have a problem with Online Banking, call 888.STLLAR1 (888.785.5271).