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 Bank accounts via the Internet. Online Banking is free for personal account holders and some business accountholders with limited online banking needs. Please ask your Personal Banker for details. Additional services provided .

Do I have to register to use Online Banking?

Yes, a simple, 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 User 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. You may also change your Online Banking User ID from the Bank-issued number to a more personalized ID by clicking the My Details tab, and then clicking Personalization.

How do I use Online Banking?

After you enter your User ID and Password on the first screen of Online Banking, you will be shown a list of your accounts and the balance in each on the Account Summary page. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the respective account. Any additional pages will have action buttons lead you through your transactions.

What do I need to access Online Banking?

You will need a connection to the Internet, 128-bit encryption; for PCs, Microsoft Internet Explorer, Firefox; and for Macs, Safari.

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 the Client Contact Center at 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 the My Detail tab, and then Personalization; follow the simple instructions under Modify Login Information.

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, please contact the Client Contact Center at 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, a Client Contact Center Associate can reset your Password and then you can change it to your own preferred Password. Just give us a call at 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 888.785.5271.

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

All internal 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 online 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.

How many snapshot summary 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 888.785.5271 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 off of the system

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

If you have a problem with Online Banking, call the Client Contact Center at 888.785.5271.

eStatements

How do I enroll in eStatements (electronic statements)?

Log in to your Online Banking account and click the eDocuments tab at the top of the page. Follow the easy steps on the enrollment page, and then click Enroll Now. eStatements and other electronic documents are securely housed within your Online Banking account for 365 days after initial enrollment; you may also download your statements/documents to your computer or a disk for longer storage life.

Can I choose to add someone else to receive my eStatements?

Yes. Under the eDocuments tab click Additional Recipients. You will need to have the recipient’s email address handy. You will provide them a Username and an Access PIN so they can access your personal statements.

I need to update the email address where my eStatement notification emails are sent. Where can I do that?

Under the eDocuments tab, click Email Settings. You can change your email address or your security phrase if you choose. When finished be sure to click Save Settings to save your changes.

Bill Pay

How do I enroll in Bill Pay?

Log in to your Online Banking account and click the Bill Pay tab at the top of the page. Be sure your popup blocker is turned off. Follow the easy enrollment instructions to get started.

Where can I find more information about StellarOne’s Bill Pay service?

If you are currently a StellarOne Online Banking user, log in and click the Bill Pay tab at the top of the page, and then click Help in the upper right hand corner of the page. If you are not currently a StellarOne Online Banking user, click here.

eAlerts

How can I set up eAlerts (electronic alerts) for my accounts?

eAlerts is a great way to keep on top of your finances - you can set up event alerts, balance alerts, check alerts or personal alerts. Log in to your Online Banking account, click the My Details tap at the top of the page, and then click eAlerts. You can then select the eAlert type you would like to set up and enter the specific details. Remember to click Submit to save.

Mobile Banking

How do I enroll in Mobile Banking? How do I get the StellarOne App?

Click here to download our FREE Mobile Banking App from Apple iTunes App Store and Android Play Store for the Android, or access StellarOne Mobile Banking on any smart phone by going to www.stellaronemobile.com.

What features are available through Mobile Banking?

For the accounts you selected to access through Mobile Banking, you have the ability to:

  • Access transaction details, including current and available balance, and the date and dollar amount of each transaction
  • View recent account activity with a Mobile Snapshot Statement
  • View check images from a smart phone
  • Transfer funds quickly and easily between accounts using a mobile device
  • Access Bill Pay to view your payment history, check scheduled payments, and set up bill payments
  • Use the Locations function to see a list of all of the ATM and bank locations available
  • Find lobby and drive through hours for all bank locations

Text Banking

I heard I can get balance information sent via text message to my mobile phone. How can I get set up?

Upon logging in to your Online Banking account, click the My Details tab at the top of the page, and then click Mobile Banking. Under Mobile Banking, click Text Mobile Settings – check the ‘Enable text access for your mobile device’ box, enter your mobile phone number and select the accounts you wish to have text access. Click Submit to save your settings. Standard Message and Data rates may apply.

Can I use text banking if I don’t have a smart phone?

SMS texting capabilities is determined by the type of mobile phone you have and your wireless service provider. If you have any questions about the SMS texting capabilities on your personal mobile phone, please contact your service provider directly.

What are the text commands for text banking?

Text one of the following commands to 89549 to receive the requested information:

BAL = All accounts balance
BAL ACCT NAME = Single account balance
HIST = All accounts recent activity
HIST ACCT NAME = Single account recent activity

How can I stop text banking for my mobile phone?

Simply text STOP to 89549 to cancel.

Dashboard

What is the Dashboard available on my Online Banking account?

It is an alternative, customizable landing page for your Online Banking account. When set up, rather than going directly to the default Account Summary page after you log in, you will come to your personalized Dashboard. The Dashboard allows you to easily view all the options available within Online Banking, with the exception of Bill Pay, on one convenient page. You can customize your Dashboard with the Online Banking options and services you use most!

How do I set up and customize my personal StellarOne Dashboard on my Online Banking account?

Under the Account Summary page, select Dashboard, and then place a check in the ‘Set As Start Page’ box. Then click Configure This Page. Drag and drop or use the (+) to add the options to your view in the order you want them to appear on your personal Dashboard or use (-) to remove them from view.

Online Financial Management

What is Online Financial Management? How do I get started?

Our Online Financial Management program allows you to track spending behaviors, categorize expenses, and set goals to help you easily manage your finances and budget. You can view all your available StellarOne accounts in addition to any other accounts you may have at another financial institution you can add other checking accounts, savings accounts, credit cards, retirement accounts any bank account you currently have online access to (online accounts). You have the ability to also add accounts that you may not have online access to but would like to manually track yourself (offline accounts).

To get started, click the My Finances tab on your StellarOne Online Banking account. The program will automatically pull in your existing StellarOne accounts in your Online Banking account.

How do I add additional accounts under the Accounts menu?

To add additional accounts under the Accounts menu, select Add Online Account (if you have online access to that account) or Add Offline Account (if you do not have online access to that account). After selecting the financial institution’s name you will be prompted to enter your identification and any answers to security questions that bank’s online website may require. Your log in information remains secure and is only used to gather balance and transaction information. It may take a few minutes for the system to gather and pull in that information.

Is there a user’s guide for Online Financial Management?

Yes. Once you have entered your Online Financial Management account, click the Help menu. You will find the complete list of Frequently Asked Questions, tips on using the program, and other helpful information. However, if you still cannot find the answer to the question you have, please contact us at 888.785.5271.

If you have any additional questions about StellarOne’s Online Banking services please contact us at 888.785.5271.