Frequently Asked Questions

Only verified banks can use the .BANK domain, providing you with the highest level of security. Moving to .BANK allows Stellar Bank to prioritize and enhance our cybersecurity against phishing and spoofing, the leading causes of breaches, identity theft and financial fraud. A .BANK domain is like ‘.gov’ and ‘.edu’, but for the banking sector. By looking for .BANK at the end of an email address or website URL you can confirm they are authentically from a bank helping protect you from cyberattacks that steal personal information or login credentials.

What is Stellar Bank's Customer Service Number?

The Customer Service number is 713.499.1800.

What is Stellar Bank’s Debit Card Support and Bank By Phone Number?

The Debit Card Support and Bank By Phone number is 844.378.7564.

How do I sign up for Telephone Banking?

All clients are automatically set up for Telephone Banking. To get set up call 844.378.7564 and follow the prompts to set up your Telephone Banking PIN.

How can I find out about Shareholder interest and Investor Relations?

Stellar Bancorp, Inc. is the holding company for Stellar Bank and is traded on the NYSE under the symbol STEL. Please visit our Investor Relations page to learn more or email us at [email protected].

How can I find out about employment opportunities with Stellar Bank?

Stellar Bank is always looking for qualified individuals who are interested in making a career in banking. For 13 consecutive years, Stellar Bank has been voted Houston Chronicle’s Top Workplaces. For more information and view employment opportunities, please visit our Careers page to learn more.

Business Banking

What kind of business checking accounts are offered by Stellar Bank?

For a full list of business checking options, click here.

What Supporting Materials do I need to open an account?

Sole Proprietorship

Social Security Number
Assumed Name Certificate/(DBA) file with the county
Valid driver's license for account signers

OR permanent resident alien card (AKA green card)
OR current and valid passport

Corporation

EIN
Certificate of Formation
Meeting minutes (may be required if unable to identify ownership and authorized signers)
Valid driver's license for account signers, beneficial owners and controlling person

OR permanent resident alien card (AKA green card)
OR current and valid passport

Limited Liability Partnership (LLP)

EIN
Partnership Agreement
Certificate of Formation
Registration of LLP filed with Secretary of State
Valid driver's license for account signers, beneficial owners and controlling person

OR permanent resident alien card (AKA green card)
OR current and valid passport

Limited Partnership (LP/LTD)

EIN
Certificate of Formation
Partnership Agreement
General Partner required documents (if applicable)
Valid driver's license for account signers, beneficial owners and controlling person

OR permanent resident alien card (AKA green card)
OR current and valid passport

Limited Liability Company (LLC)

EIN
Certificate of Formation
Operating Agreement
Assumed Name Certificate (DBA) filed with the Secretary of State
Valid driver's license for account signers, beneficial owners and controlling person

OR permanent resident alien card (AKA green card)
OR current and valid passport

General Partnership

EIN
Assumed Name Certificate
Partnership Agreement if account has Managing Partner
Valid driver's license for account signers, beneficial owners and controlling person

OR permanent resident alien card (AKA green card)
OR current and valid passport

Professional Associations

OR permanent resident alien card (AKA green card)
OR current and valid passport

Associations

EIN
Assumed Name Certificate (if applicable)
Meeting minutes (may be required if unable to identify ownership and authorized signers)
Valid driver's license for account signers, beneficial owners and controlling person

OR permanent resident alien card (AKA green card)
OR current and valid passport

Treasury Management Services

What Treasury Management services are offered with Stellar Bank?

Stellar Bank has a full team of specialists who offer cash management consulting and ongoing service and support. From fraud prevention and security to information reporting and funds management, our team can advise you on ways to make your business agile and structure your accounts to help your business thrive. Learn more.

Commercial Lending

What are some loan options for my business?

Examples of business loans offered are equipment financing, real estate term loans, commercial real estate loans, working capital term loans and more. Learn more.

What can I use an SBA Loan for?

SBA loans can be used for buying/constructing an owner-occupied building, equipment purchases, business acquisitions, partner buyouts, working capital lines of credits and franchise expansions. Our dedicated SBA lending team can guide you through the intricacies from start to finish. Learn more.

What is a Factoring Loan and how is it used?

Through our subsidiary, American Prudential Capital, businesses can access working capital through alternative funding and quickly turn your accounts receivable into cash. Use our Bank Factoring for acquisition funding, growth funding, customer concentration funding, invoice funding, growth spike funding, startup funding and working capital funding. Learn more.

Personal Banking

What types of personal checking accounts does Stellar Bank offer?

Stellar Bank offers a variety of personal checking accounts that are designed to fit your personal checking needs. For a complete list of personal checking account options,click here.

What supporting materials do I need to open an account?

Please bring the following documentation along when you stop by the bank to open your account:

Valid driver's license for account signers

OR permanent resident alien card (AKA green card)
OR current and valid passport

Social Security Number (card not required)
New bank customers must be present to open an account

How do I access my account?

You can access your account by visiting stellar.bank and logging into online banking or by downloading the Stellar Bank mobile app.

Consumer Lending

What personal loan options does Stellar Bank offer?

We offer a full range of personal loans to meet your needs from buying, building or renovating a home, purchasing a new vehicle, consolidating debt or planning your dream vacation. Learn more.

Online Banking

What types of accounts are eligible for online banking?

Both business and personal accounts can take advantage of online banking.

What features are offered with Stellar Bank online banking?

Stellar Bank offers integration with Quicken® and QuickBooks®, enhanced security, Bill Pay, consistent features, functions and user experience across all devices and more.

What do I need to sign up for Consumer Online Banking?

An active account (checking, savings, certificate of deposit (CD), or loan)
Driver’s License, Social Security number, and Zip Code

Can I change my Login ID or password?

You will create your online banking login ID during the initial enrollment. It can be changed at any time in online banking by going to Settings/Security Preference.

I keep getting errors when I try to enroll in Consumer Online Banking. What should I do?

Please contact us at 713.499.1800 Monday – Friday from 8 a.m. - 5 p.m. CST and a member of our team will be happy to assist you.

How do I add additional accounts to view online?

You should be able to see all of your consumer accounts that share a common online banking login ID. If you have any questions or need to request additional accounts send us a message though your online banking. Request may take up to one business day to process.

I am having problems with my online banking session. Why is it making me sign in again?

Contact our Customer Service Department for assistance at 713.499.1800. Below are some basic troubleshooting tips.

Cookies can sometimes cause problems when logging in. Instructions on how to correct this depends on the customer’s web browser, but generally the customer can go to the browser Tools menu and see the Internet Options. Once in the Internet Options, you need to follow the steps to delete Cookies or Browsing History. You will then need to close your current browser window and open a new one. Once the cookies and/or browsing history have been deleted, try to log in again.

Add our web address to your browser’s trusted websites.

What are the steps for when an online banking user is locked out?

Please contact your Business Online Banking Administrator or call customer service at 713.499.1800.

How do I enroll into Business Online Banking?

Please click here to begin the online enrollment process.

Why can’t I access my Business Bill Pay?

The online banking administrator is required to properly activate the Bill Pay module within the new Stellar Bank online banking system. Until this action is taken, the Bill Pay sub-users will receive an error message and will not be able to access the Bill Pay system.

How current are the balances in Consumer Online Banking?

Account balances are usually up-to-date. Pending transactions can take a few days to post and will not display in the running balance.

How do I enroll in paperless statements?

You can enroll, view and change your statement delivery preferences any time. Enroll in eStatements by going to Services & Statements and selecting "Sign Up/Changes." New statements generated after your enrollment will display in online banking. You will need to have Adobe Acrobat Reader® Software to view the statement.

What is the cut off time to submit a bill payment?

Our bill pay cut off time is at 2 p.m. CST. Payment made after 2 p.m. CST will process on the next business day.

What’s Financial Tool?

This service allows you to view and track your monthly spending, as well as create budgets for your accounts.

What should I do if I experience fraud on my account?

Set up alerts to monitor your account regularly. Enroll by going to Settings & Alerts and click on +New Alert. Contact customer service immediately if you see unauthorized activity by calling 713.499.1800. We are available Mon-Fri 8 a.m. - 5 p.m. CST. It is recommended to change your password if you believe you have been a victim of fraud.

Do I need to turn off pop-up blockers?

It is highly recommended to turn off pop-up blockers when using Consumer Online Banking. Some information or screens will appear in pop-ups.

Mobile Banking

How do I download the Stellar Bank mobile app?

Simply download the Stellar Bank mobile app for Android® or Apple® devices by visiting the respective app store and search Stellar Bank.

Can I add my Visa® Debit Card to my digital wallet?

Yes. Once you have activated your new Stellar Bank Visa® Debit Card, you can add it to your Apple®, Google® or Samsung® wallet(s).

Does Stellar Bank offer Zelle®?

Yes. Use Zelle® to conveniently send money to family and friends straight from your personal bank account in minutes. Learn more.

Quicken® and QuickBooks®

Does Stellar Online Banking have a direct connection to the Quicken® and QuickBooks® software?

Yes. To get started, search Financial Institutions for Stellar Bank. With Direct Connection, you can enjoy the following features:

All services are available from within Quicken® or QuickBooks®; you don’t need to log in to your Financial Institution’s website.
You can use One Step Update to update multiple accounts during one session.
Two-way communication with your Financial Institution.
Downloaded transactions are automatically matched with existing transactions and new ones are entered into register.
Quicken® or QuickBooks® can remember your log in information (i.e., Customer ID and Password).
You must set up service within Quicken® or QuickBooks® even if you log into your Financial Institution’s website.

I want to access my account through Quicken® or QuickBooks®. What do I need to do?

You must have an online ID and password for Stellar Online Banking to access your accounts through Quicken® or QuickBooks®.

I got my ID and temporary password, why can’t I just log in to Quicken® or QuickBooks®?

You must login to Stellar Online Banking to set your password and accept the online agreement before you are able to access accounts through Quicken® or QuickBooks®.

My password is stored in the password vault and it says it is invalid. What do I need to do?

You need to log in to Stellar Online Banking; your password may be expired. Once you update your password in Stellar Online Banking, you will need to update your password in the password vault.

If I already have a Web Connection to Stellar Online Banking how do I update to Direct Connect?

You will need to select “One-Step Update” with nothing check marked to update the financial institution directory. Only one update can be done per day.

How can I transfer funds within Quicken® or QuickBooks®?

Scheduled transfers are supported in Direct Connect, but you cannot set up recurring transfers. To set a recurring transfer you must log in to Stellar Online Banking. Transfers are not processed on Saturday and Sunday from Quicken® or QuickBooks®. To do an immediate transfer on the weekend, you must log in to Stellar Online Banking. Transfer cutoff for Quicken® or QuickBooks® is 2:00 PM CST.

Are Bank-to-Bank Transfers available through Quicken® or QuickBooks®?

External Transfers are not supported in Quicken® or QuickBooks®.

How can I enroll in E-Statements?

You must log in to Stellar Online Banking to enroll in E-Statements.

How can I stop a payment?

You must log in to Stellar Online Banking to enter a stop payment.

Zelle®

It has been more than two days, where is my money?

Recipients must be enrolled with Zelle® to receive their money. Check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number. Please have the sender check with their financial institution to assist in locating the payment.

What account is my phone/email linked to?

Log into our mobile app, click “Send Money with Zelle”, and view the accounts you are able to pay from.

Message says phone/email is already registered? How can I find where?

This is the message that is displayed if the user is already registered.

Can I increase my daily limits for Zelle®?

Please reach out to your account officer.

Is there a limit on how much money I can receive?

There is no limit to the number or dollar amount of incoming transactions a user can receive.

My friend said they sent me money, but I didn’t get a notification. What do I do?

Have the friend verify the email and or phone number the money was sent to. If correct, please have them reach out to their institution to assist in locating the payment.

Money was sent to the wrong account. How can I file a dispute?

If the person has not yet enrolled with Zelle®, you can try to cancel the payment. To check whether the payment is still pending, go to your Zelle® activity page in our Stellar Bank mobile app, find your transaction to see if it is still listed and pending, and if so, choose the payment you want to cancel, and then select “Cancel This Payment.”

If the person you sent the money to has already enrolled with Zelle®, the money is sent directly to their bank account and cannot be canceled. If the payment is no longer pending, please call us immediately at 713-499-1800 so we can help you.

If the customer needs to escalate this for non-receipt of payment or is claiming fraud. Open a Reg. E Case for Zelle within Reg. E Manager. This will route it to a Reg. E Specialist for investigation.

How can I tell if the person I sent money to has received it?

Log into our Stellar Bank mobile app, click “Send Money with Zelle®”, and then click “Activity.” If the payment is listed as “pending,” the recipient has not yet enrolled with Zelle® and has not received the money. If the payment is listed as “Completed,” the money moves directly into the account, typically in minutes.

Why can I not set up recurring payments?

This feature is not yet available.

How can I change my email address?

Log into our Stellar Bank mobile app, select “Send Money with Zelle®,” then “Update Contact Information” and update the information enrolled with Zelle®.

How can I change my debit card?

Now that the bank has the Zelle® product within the Stellar Bank mobile banking app, a debit card is no longer being used.

I am a Business customers and do not see Zelle® in the mobile app or online?

We are not able to offer Zelle® for Business. This is a consumer product offering.