FAQ

Your questions, answered

About Starling and General

  • We’re a tech business with a banking licence, authorised by the Prudential Regulation Authority since July 2016 and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

    Our vision is to give everyone in the world the opportunity to enjoy a healthy financial life.

  • We focus on one product — a mobile only bank account — and are striving to make it the best in the world.
    On personal current accounts we pay interest at 0.5% AER on balances up to £2,000 and 0.25% on balances above £2,000, up to £85,000.

    *Annual Equivalent Rate (AER): the rate of interest you would receive over a year if you were to put your money in your account and leave it there. AER is a common way of showing interest rates on current accounts which you can use to compare different banks’ rates.
    In addition to the bank account, we will offer our customers access in-app to a marketplace of innovative financial products and services.

  • Yes, existing Starling Bank customers can apply for a business and / or joint account in their app menu.

    New customers can apply for a business account by downloading the Starling Bank app and following the on-screen instructions.

  • The app is available on both iOS and Android!

  • If you have an iOS device, the requirement to download the app is iOS 9.0 or later. It is compatible with iPhone, iPad and iPod touch. If you have an Android device, the requirement is 5.0 or later.

  • We’ve built a full-stack bank which means that we’ve created as much of our own systems as we physically can, from scratch. Essentially, this means designing software that’s resilient, fast and secure making our banking technology completely unique.

  • When I open an account with Starling, will my money be safe?
    Yes, your money is secure within your Starling account. Starling Bank is authorised by the Prudential Regulation Authority (PRA) and regulated by the Prudential Regulation Authority and the Financial Conduct Authority (FCA). Your Starling Bank account is also protected by the Financial Services Compensation Scheme (FSCS). In the unlikely event that the bank were to become insolvent, your eligible deposits are protected up to £85,000. To find out more, go to fscs.org.uk.

    What about my information? Is that safe?
    The protection and security of your personal data is of paramount importance to us. We use advanced data encryption and storing technologies that ensure your personal information and transactions are sent and stored securely. Our privacy policy provides more information on what data we collect and how it gets used.

    You can also read more about how we keep your account secure here.

  • Starling began with the belief that we would do one thing well — that’s why we created a fully functioning current account that can be managed from one place: your mobile phone.

    Do all the things you normally expect from online banking such as standing orders, direct debits and Faster Payments, plus experience high-tech security features and smart money management tools. It’s banking that keeps up with your lifestyle.

  • The Starling card is the ultimate travel buddy — welcome anywhere you see the Mastercard acceptance logo.

    Starling will not add any fees or charges when using your card abroad. Mastercard foreign exchange rates will apply for transactions outside the UK or online in foreign currency. It’s also free to withdraw domestic and foreign cash from an ATM outside the UK (remember you may be charged by the ATM provider, the same as in the UK).

    Take a look at our pricing policy for more info: www.starlingbank.com/legal/account/pricing/

  • There’s no need to let us know if or when you’re heading overseas, you can carry on using your card as usual. That’s one less life admin task to do before you head off abroad!

    If you do feel you need to add a layer of security, you can instantly lock your card within the app from the Card Management section, then unlock again when you’re ready to.

  • You can make up to six withdrawals per day, with a maximum total withdrawal per day of £300.

  • Get in touch with our Customer Service team directly from the app if you’d like to deposit cash in to your account.

  • Yes, a cheque can be deposited if the cheque is made out in your name and in Sterling GBP. On the back of the cheque, please clearly write your last name and Starling account number.

    The cheque can be mailed to Starling Operations Team, PO Box 74352, London, EC2P 2QU.

  • If you lose your phone, get in touch with Customer Support via the website Live Chat, email or phone as quickly as you can. We will then disable the app from your missing device. You’ll be able to recover your account on any new device (temporary or permanent) by logging in with the same details.

  • Rooted devices and custom ROMs are not compatible with the Starling app security features. If your Android device is rooted, our app won’t be able to run. You’ll need an un-rooted device to create and use your Starling account. For more information read our security page.

  • At the moment, a Starling account is designed for UK tax residents. If you don’t have an account and wish to open one, you must confirm that you are a UK tax resident only. Starling are not currently accepting new customers who have a tax residency outside of the UK. If this applies to you, unfortunately you won’t be able to open an account at this time.

    Good news is, we are intending to make accounts available for those who have a foreign tax residency in the future.

    If you have a Starling account and hold a tax residency outside the UK we encourage you to go to the ‘Tax Residency’ section of the app, and fill in the relevant tax information.

    For information on why we collect information from you, see What is CRS?.

  • It’s possible to be tax resident in more than one country as the definition of tax residency varies between countries. Generally, you’ll be tax resident in the country you live in, but there are other factors to consider such as if you spend time in the UK and another country(ies), you own property in another country or you work in another country. As Starling cannot advise you on your own circumstances, we recommend you contact your local tax authorities or a professional tax advisor if you’re unsure about your tax residency status.  

  • The Common Reporting Standard is an information gathering and reporting requirement for financial institutions operating in participating countries, including the UK. It’s been implemented to help defend against tax evasion and uphold the integrity of taxation systems.

    Therefore, as a financial institution, Starling is required to determine where you are tax resident, (which is where you are usually required to pay your income taxes) and report certain information to UK tax authorities who will pass this information to the relevant jurisdiction.

  • If you are tax resident outside the UK, Starling will collect certain information and report it to the UK tax authorities — they, in turn, will report it to the tax authorities in your country of tax residence. If you’re a resident for tax purposes only in the UK, you won’t generally be considered ‘reportable’ in the UK.

  • Starling is required to get a ‘self-certification’ from you, which gives details of your tax residency. We’ll then confirm it with information we already hold about you, for instance, your nationality or residential address. Your ‘self-certification’ is available through the app and we may need to contact you if we have queries or need further information about overseas tax residency.

    What do I need to do?

    As a customer, keep an eye on your app — occasionally we may ask you questions about your tax circumstances. Additionally, if you have tax residency in a country that’s not the UK, you should let us know via the app, and enter the country’s Tax Identification Number (TIN).

    You should also let us know if your tax residency changes and we’ll update our records and reporting accordingly.

  • Your TIN may be under a different name depending on the country you’re a tax resident in. The Organisation for Economic Co-operation and Development (OECD) provide country-specific information, which should be able to help you to identify your TIN.

     

  • For more information on your tax residency, please refer to the rules governing tax residence that have been published by each national tax authority. You can also find out more at the OECD Automatic Exchange of Information portal.

    Just so you’re aware, Starling Bank is unable to provide advice about a person’s tax residency. However, if you get in contact with us, we’ll provide as much assistance as we can.

  • We’d be sorry to see you go. If you want to close your account, please get in touch with us from your app, or email [email protected]

    If you have a positive balance on your account, please transfer this to another account in the usual way.

    If you prefer, we can send a cheque for the outstanding balance to the address we have for you. You will also need to cancel all payment instructions, debit debits and standing orders you have on your account. Please also delete the app from your device.

    However, if your account is overdrawn on the date on which you wish to close the account, we will leave this open and seek to recover the amounts you owe us.

    Please see paragraphs 30-36 of our account Terms and Conditions for everything you need to know about closing your account.

  • Starling accounts are very popular right now. It is our current policy not to open new accounts for previous account holders for a period of 12 months from the date of closure or switch of your old account. At this stage it is also not possible to reopen old accounts.

  • If you used your card with Ticketmaster, TicketWeb or GETMEIN! between February – June 23rd 2018, you may have been impacted. As a precaution, we’ve issued a new card to all those affected.

    If you’ve received an email from us about this, you can use your current card until you activate your new one. Please remember to update online shops or services with your new card details, including any digital wallets. We’re sorry for any inconvenience this may cause.

    Don’t worry, you’ll not be liable for any unrecognised transactions. We’d like to reassure you we have a team dedicated to combating fraud and systems in place to handle it.

    Should you see unrecognised transactions on your card, please let us know via an in-app chat so we can investigate.

  • In-app chat: Opening up the chat inside your app is the fastest way to get through because we have your details already.

    Start a Live Chat: Click on the icon at the bottom right of this screen to start a Live Chat with the team.

    Email: Ping your questions over to us at [email protected], and we’ll get back to you usually within two hours.

    Lost & stolen cards: Card gone missing? Lock or cancel it instantly in the app – or if you don’t have access to it at the moment, give us a call on +44 (0) 207 930 4450.

  • Please email us at [email protected]

    or contact:

    Alexandra Frean
    Head of Corporate Affairs
    [email protected]
    +44 7973 668363

    Charlotte Lorimer
    Communications and Marketing
    [email protected]
    +44 7715 547987

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Digital wallets

  • Yes, Apple Pay is now available to iOS customers.

    To add your Starling Bank debit card, simply update to the latest version of the app, go to the Card Management screen and tap on ‘Add to Apple Wallet’.

     

  • Yes, Google Pay is now available to Android customers.

    To add your Starling Bank debit card, make sure you’ve got the Google Pay app from the Google Play Store — then open it. Add your Starling debit card by taking a photo of it or enter the details manually, and once verified, you’re all set to go!

  • Yes, Fitbit Pay is now available for Starling customers with a Fitbit Ionic device. Time to spend while you sweat — no extra baggage required!

    To add a Starling Bank debit card, make sure you’ve got the Fitbit app from the Google Play Store or Apple Store, then open it. In the Fitbit app, go to Account, choose your Ionic, then open the Wallet section. Add you card details and once verified, you’re all set to go!

    For the moment, Fitbit Pay will only work on Fitbit Ionic watches, not on other Fitbit devices.

  • You can link your Starling card to Samsung Pay by adding the Starling card to your Samsung Pay app. You can do this by taking a photo of your Starling card or by entering the details manually. Once verified, you are ready to go. After that, just follow the relevant instructions when making a payment with Samsung Pay (which may include security features like Touch ID or entering a password). Please note that contactless payment limits may apply depending on the retailer and payment terminal used.

  • To stop using Samsung Pay with your Starling card, go into the Samsung app and select “remove card”.

  • Your Starling account terms and conditions contain a number of really important security provisions – what you must and must not do to keep your device and account secure. The same apply to using your card with Samsung Pay. Please remind yourself of them before you start using Samsung Pay. Do not share your security details. If you lose your Samsung device, get in touch immediately. If you change device, delete all relevant information including Samsung Pay.

  • The cards on Samsung Pay are digital copies of your physical cards. If you lose your physical card and then receive a replacement card, you should delete the original card from Samsung Pay and replace it with the information from your new physical card.

  • Garmin Pay is now available for Starling customers with a Vivoactive 3, Forerunner 645 or a Forerunner 645 Music device.

  • You can link your Starling card to Garmin Pay by adding the Starling card to your Garmin Wallet via the Garmin Connect app on your phone. In the Garmin Connect app, select the relevant device, then Garmin Pay and then Create Your Wallet. Follow the on-screen instructions to complete set-up. 

    Once verified, when making a contactless payment with your Garmin device, just follow the relevant instructions, which may include security features like your Garmin device passcode. Please note that contactless payment limits may apply depending on the retailer and payment terminal used.

  • To stop using Garmin Pay with your Starling card, go into the Garmin Connect app and select “remove card”.

  • Your Starling account terms and conditions contain a number of really important security provisions – what you must and must not do to keep your device and account secure. The same apply to using your card with Garmin Pay.  Please remind yourself of them before you start using Garmin Pay.  Do not share your security details.  If you lose your Garmin device, get in touch immediately.  If you change device, delete all relevant information including Garmin Pay.

  • You will need to update your card details in your Garmin Wallet.

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Personal account

  • If you’re over 18 years old and a resident in the UK, you can apply to open a Starling Bank current account today. Download the Starling app from the Apple App Store or Google Play Store, we’ll run some quick checks, ask you for an acceptable photo ID and a video selfie and in minutes, if everything’s looking okay, you’ll be up and running.

  • There is no fee to have a Starling Bank current account.
    We do not charge fees for using your card abroad.
    We do not charge unauthorised overdraft fees.
    We do not charge you for withdrawing money from ATMs.

  • Can I apply for an overdraft?
    When you open an account with Starling, you may be offered an overdraft subject to some quick checks about you with a Credit Reference Agency to make sure we’re offering you an overdraft that’s both affordable and manageable.

    What interest is charged?
    If you do have an overdraft with us, we charge interest at 15% EAR* – this is the actual rate you will pay (we may update rates from time to time). Interest is accrued daily, charged monthly and it’s all updated in your app.

    *Equivalent Annual Rate (EAR): the rate of interest you would pay over a year if you were to remain overdrawn. An EAR is a common way of showing interest rates on overdrafts which you can use to compare different banks’ interest rates. An EAR does not include fees that some banks may charge you in addition to interest. Starling does not charge additional fees.

    We understand that everyone can slip up from time to time so if your total overdraft interest charges are less than 10p at the end of any given month, we will waive your interest charge for that month.

    What can I do if I’m struggling to pay off my overdraft?
    Starling’s budgeting tools are there to help you. But if you do end up struggling and feel like you’re stuck, we will try to help — contact customer support in-app via Live Chat, message or phone. Also, free debt counselling, debt adjusting and providing of credit information services is available from the Money Advice Service. You can find out more by visiting the Money Advice Service website.

    See how our overdraft compares using our interactive tool

  • You can fund your account in app using a card from your mobile wallet or your debit card; at the moment there is a limit of £250 per day.

    And not to worry if you want to add more than that. The best way to do it is to do a bank transfer directly from another bank account using your Starling account number and sort code. Starling is part of the Faster Payments network which means the money usually arrives instantly in your account, but occasionally can take up to two hours if your bank isn’t part of the network.

    Of course, you can make Starling Bank your main bank account by using the in app Current Account Switch Service. With the service you can choose your switch date, so long as you allow at least seven working days and make sure that the date doesn’t land on a Saturday, Sunday or Bank Holiday.

  • No. If you do decide you’d like to switch (yippee), you can do so easily using the Current Account Switch Service (CASS) in-app, which comes with a Current Account Switch Guarantee. The Guarantee means in the unlikely event that something goes wrong, you can be confident that any interest or charges you incur as a result of any problem with your switch will be refunded.

    For iOS and Android users, it’s an option to partially switch some of your regular payments (although it’s not covered by the Guarantee).

  • The Starling Marketplace puts your Starling Bank account at the centre of a wider financial ecosystem. It works by integrating a range of products and services in the app, which give you choice as well as control over your money. Imagine, for example, being able to move money with one swipe, from your account into an investment platform. Or you could be able to check out different mortgage options from fintech companies, other banks, and so on, all from within the Starling app.

  • Version 1 of the Starling Marketplace is now available in your app! We have launched with Flux, which will allow you to see detailed receipts for selected merchants in your transaction feed. We are planning to roll out loyalty schemes with Flux, as well as a number of exciting partnerships over the next few months, so keep your eyes peeled!

  • I had the Apple TestFlight version of Starling — how do I get the App store app?
    All you need to do is download from the App Store and log in like normal.

    I am on the beta and already got the app from Google Play — do I need to do anything?
    No, you don’t need to do a thing, just continue using Starling as normal.

  • Settle Up is a way to pay friends back instantly.

    Need to pay someone back or settle up a bill? Pay anyone who has a Starling account by using their personal Settle Up link – it’s simple, free and instant!

  • Settle Up is the easiest way to repay anyone who has a Starling account. Keep on top of IOU’s, pay friends back and settle bills without the stress – it’s simple, speedy and most importantly? It’s free.

    Don’t worry – you won’t need to set up your own account with Starling to make a payment. Just use your friend’s personal Settle Up web page (settleup.starlingbank.com/username) to pay them back instantly.

  • Create your own Starling account in under five minutes by downloading the Starling app. Once you’ve been approved for an account, you’ll receive your own personal Settle Up link which, once you’ve activated, you can send to friends so they can pay you back instantly with a couple of clicks.

    Already got a Starling account? Head to Pay and select Settle Up to activate your personal settleup.starlingbank.com link.

  • As a Starling customer, you’ll see a new ‘Settle Up” button on the Payments Hub screen. Tapping the Settle Up button launches a new screen where you can turn on your settleup.starlingbank.com link. This will activate your personal link meaning friends can pay you back easily. Your link will be something like: settleup.starlingbank.com/username (your first name and last name, plus a unique number if required).

  • When you activate your Settle Up link, you’ll be allocated a unique username which is appended to your Settle Up link to access a personalised payment page.

    By default, this will be created using your first name and your last name together. When we have more than one customer with the same name, we’ll apply numbers after the username to ensure every username is unique.

    We’re are not currently offering the ability to change your Settle Up username as we’d prefer the link you send to be identifiable as you to avoid your friends thinking you’ve sent them a phishing link or to avoid users impersonating another person.

  • After activating your Settle Up link, you’ll be able to create a Settle Up request. Add an amount and a message (both optional) and then click Send. This will launch your phone’s native sharing options where you can usually choose from a messaging or email app to send the request to a personal contact. Hit send to send a default message saying “Pay me easily using Settle Up” or write your own message to your friend.

  • Receiving a request to pay (Starling Customer)

    When a Starling customer receives a Settle Up link from another Starling customer they can click on the link and the request will open up in the Starling app. You’ll be directed a request screen displaying the person’s name who is requesting money, their profile photo and/or initials, an obfuscated phone number and the amount they are requesting and why if they added those details.
    The person receiving the request can choose to accept the request and pay them instantly. When paying someone back you can enter or edit the amount, add a personal note and simply tap the Pay button to send money. You’ll receive an instant notification when your payment is complete and you’ll see the amount in your daily spend Pulse and your transaction feed.

    Receiving a request to pay (Non Starling customer):

    As a Non-Starling Customer if you receive a Settle Up request you can tap on the link in the message you receive and it will open up the web page associated to the person sending you a Settle Up request. For example, https://settleup.starlingbank.com/ and you can see the name of the person requesting money, and a snippet of the phone number.

    To make a payment select Let’s Go and set or edit the amount you wish to pay the Starling Customer and a personal message back to them. You’ll then be asked to choose your payment method – you can choose from a UK debit card to send money.

    Once you’ve entered your payment details and submitted your payment you’ll receive an on screen confirmation and as soon as the payment completes you’ll receive a receipt by email to the email address you provided.

  • If you’ve made a debit card payment to a friend who is a Starling customer the transaction will most likely appear on your statement as a payment to the person you paid. This can however vary from bank to bank and some might display your transaction differently. You might also find that depending on the bank you use your transaction might not appear instantly on your statement.

  • If you’ve made a debit card payment to a Starling customer using Settle Up – it is possible that the transaction will display as a payment to Starling Bank rather than the name of the person you paid. In this case, if you’re not sure who you paid don’t hesitate to get in touch with our customer service team who will be able to help provide further information about your transaction.

  • Your friends can pay you back using a UK debit card. We are not able to accept prepaid or credit cards.

  • Starling Bank is a fully licensed bank, so we take security seriously. Any data you submit via Settle Up will always be fully encrypted, and your card details will never be stored. All of your data will be stored and processed within our highly secure system.

  • Yes you can – although this is not a feature in app. If you wish to deactivate or turn off your Settle Up page get in touch with our customer service team who will be happy to turn off your link on your behalf.

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Joint account

  • A JCA is a full UK current account for two people who lead a joint financial life. Both account holders will have full access to the account and will be able to see all account transactions in their Starling app.

  • A JCA is available to any two existing Starling personal account customers whose personal accounts have been fully verified.

  • Starling is the first bank to allow two people to apply for and create a fully mobile-only joint account – no branch visits necessary. If you’re on Android, you’ll need to go to the ‘Account Management’ section of the app, and if you’re on iOS, just tap your profile icon on the home screen, then tap ‘Get another Starling account’. You and the other person you want to create an account with just need to sit next to each other and tap to ‘Find them Now’ and then tap to apply together. As you’re both already Starling customers you’ll be automatically approved for an account, and you can choose to order a new card too.

  • Each account holder can order their own card.

  • You can make up to six withdrawals per day, with a maximum total withdrawal per day of £300. These limits are per card.

  • Payment limits apply to the account, which means that any payments made by either account holder will contribute towards the overall limit. Making a faster payment is currently limited to £25,000 per transaction. International payments are limited to £10,000 per transaction, and in a calendar day, you can send up to £25,000 payments, of which a maximum of £10,000 can be international.

  • We’re not currently offering overdrafts for our joint accounts.

  • CASS isn’t currently available for JCA – but we’re working on it.

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Business account

  • For our fees, rates and charges please visit our legal section.

  • We do not currently offer overdrafts on Starling for Business accounts. We may offer lending in the future.

  • You can send money from another bank account into your Starling account, and set up regular payments. Your Starling account number and sort code can be found in Account Details.

  • At the moment, a Starling account is designed for UK tax residents. If you don’t have an account and wish to open one, you must confirm that you are a UK tax resident only. Starling are not currently accepting new customers who have a tax residency outside of the UK. If this applies to you, unfortunately you won’t be able to open an account at this time.

    Good news is, we are intending to make accounts available for those who have a foreign tax residency in the future.

    If you have a Starling account and hold a tax residency outside the UK we encourage you to go to the ‘Tax Residency’ section of the app, and fill in the relevant tax information.

    For information on why we collect information from you, see “What is CRS?”.

  • The Starling for Business Marketplace puts your Starling Bank account at the centre of a wider financial ecosystem. It works by integrating a range of products and services in the app, which gives you choice as well as control over your money. Imagine, for example, being able to move money with one swipe, from your account into an investment platform. Or you could be able to check out different mortgage options from fintech companies, other banks, and so on, all from within the Starling app.

  • We will be launching the Starling for Business Marketplace very shortly.

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Sending money abroad

  • Making an international transfer from your Starling app is easy. Tap on the ‘Pay’ section of your app, then tap the ‘Foreign’ tab to explore the countries and currencies you can send a transfer to. You can change the amount you want to send or the amount you want to receive in your chosen currency, plus you can check the exchange rate and the fee that would be included based on the delivery method you choose.

    If you’re happy, tap the Payee tab to select a recipient, and if you already have a payee with an account that supports the currency you’ve chosen you can select them and proceed or choose to add a new person or business to pay.

    Once you’ve set up or chosen your payee, add a reference and set the payment category and just tap Pay.

  • The amount you pay when you send a foreign exchange payment will vary depending on the amount you want to send and the delivery method you choose.

    When you make an international money transfer through our app, you choose the amount you want to send, or that you want the recipient to receive. A payment fee is applied based on the delivery method you choose and taken from the GBP amount you want to send from your Starling account. We’re always upfront about rates and we’ll never add hidden charges or markups to any of our fees.

    We’ll then apply a 0.4% fee on the currency conversion. You’ll always know exactly how much a foreign exchange payment will cost you before choosing to go ahead.

    If you need a payment to get there quickly, you can pay a flat rate of £5.50 to make a straightforward bank-to-bank payment via SWIFT, which is taken from the full amount you’re sending. Alternatively, can send your payment via a local network of partner banks, which can take a little longer for some currencies, but prices start at just 30p per transfer.

  • You can currently send international transfers to 37 countries and 19 currencies, straight from your Starling app. Whilst we do not currently offer transfers to USD, CAD and AUD accounts, we’ll be adding support for these soon.

    Countries:
    Austria
    Belgium
    Bulgaria (LEV)
    Cyprus (EUR)
    Czech Republic (CZK)
    Denmark (DKK)
    Estonia (EUR)
    Finland (EUR)
    France (EUR)
    Germany (EUR)
    Greece (EUR)
    Hong Kong (KHD)
    Hungary (HUF)
    Ireland (EUR)
    Italy (EUR)
    Latvia (EUR)
    Lithuania (EUR)
    Luxembourg (EUR)
    Malta (EUR)
    Mexico (MXN)
    Netherlands (EUR)
    New Zealand (NZD)
    Norway (NOK)
    Portugal (EUR)
    Qatar (QAR)
    Romania (RON)
    Saudi Arabia (SAR)
    Singapore (SGD)
    Slovakia (EUR)
    Slovenia (EUR)
    South Africa (ZAR)
    Spain (EUR)
    Sweden (SEK)
    Switzerland (CHF)
    Thailand (THB)
    Turkey (TRY)
    United Arab Emirates (AED)

  • A SWIFT or BIC code is used to identify banks and financial institutions globally. It says who and where in the world they are — in other words, it functions as an international bank code or identification. These codes are usually used when money’s being transferred between banks, particularly for international wire transfers or SEPA payments, and banks also use these codes when exchanging messages.

  • The time your payment takes to process will depend on the service you choose.

    Priority delivery via SWIFT is the quickest option, and it will take anywhere between one and three business or calendar days, depending on the country and currency you’ve chosen to send to. Alternatively, you can transfer via a local partner network, which takes a little longer. You can compare estimated delivery dates in app and choose the delivery method that’s right for you.

  • Before we send a payment from your account, we’re required by law to run some checks on the person or business you’re sending money to. The payee details you provide – including the full name and address – will be screened against a sanctions list to confirm they haven’t been involved in money laundering, financing crime or terrorism. If a match is found, we won’t be able to process your international transfer.

    On occasion, we might be unable to successfully carry out the checks we’re required to run, and so we’ll require more information from you. Whilst our international transfers service is in an early testing phase, we won’t process your international transfer at this time or take any money from your account. We’ll be adding further functionality soon to request additional information from you to improve this process.

  • The global currency market takes weekends off – which means for now we’ll only be processing international transfers from 02.00 Monday to 22.00 Friday.

  • We rely on a number of third parties to make sure that your payment instruction is processed and that the funds reach your payee, including the bank in the country where their account is located. Starling doesn’t have control over these third parties, and we’re dependant on them to complete certain stages of your international payment. If your payment is delayed or doesn’t arrive, we’ll always try to help out by establishing what happened to the funds, but it’s worth noting that we won’t always be able to resolve the situation without cooperation from these third parties.

  • We don’t add hidden fees or markups to our exchange rates – and we never will. The exchange rate you’ll see is the real market rate, and we’ll use that to make the exchange into your currency of choice. We also guarantee your exchange rate for one minute, which means you’ll get the exchange rate you’ve been quoted during that time, even if it changes.

    The real market rate is sometimes called the mid-market rate, interbank rate or spot rate. It’s the mid-point between the BUY and SELL rate on the global currency market and it fluctuates. You’ll see it refresh in our app every 30 seconds.

  • When you make an international transfer via the app, we’ll give you an estimated delivery date for when your recipient can expect to receive the money. This is based on the country and currency to you wish to send to and the delivery method you choose.

    Priority delivery via SWIFT is the quickest option, and it will take anywhere between one and three days depending on the country and currency you’ve chosen to send to. Alternatively, you can transfer via a local partner network, which is normally quicker.

    If you have a specific query about an international transfer you have made, get in touch with our Customer Service team via the app.

  • If your payee confirms that the payment has not arrived within the timeframes set out in the payment confirmation, please get in touch with us as soon as possible.

    We will try to help out by establishing what has happened to the funds. It may be that the payment is rejected or returned for reasons outside our control. If that’s the case, you may receive less money back into your account than you originally paid, because of the fluctuating exchange rates.

    If it’s our fault that the payment was rejected, we will refund any difference back into your account, so that you receive the full amount back. If you have provided incorrect information on the original payment instruction, we’ll always try to help you recover the funds. However, we may charge you a fee for this, and the recovery isn’t guaranteed.

    Please see our International Payments terms and conditions for more information about this.

  • After tapping Pay in app to send money abroad, you’ll have five seconds to cancel the transfer. Just tap the profile photo of the person your sending to and your transfer will be stopped. Once a transfer has been sent, you won’t be able to cancel the request.

  • To send an international transfer, we need to convert GBP from your account into another currency. We action this using the real market exchange rate, which constantly fluctuates. Due to this nature of foreign currency exchange, we don’t offer the ability to set up a regular scheduled international transfer, which means you’re never exposed to an exchange rate you’re not comfortable using.

  • Starling accounts are GBP accounts and can only receive GBP payments.

    If a payment is received in EUR we will convert the amount received in to GBP before depositing it to your account on the same day. We convert the EUR received using a rate set for the day – this is based on the global foreign exchange market but is not the real or mid-market rate. This means if you send EUR to your Starling GBP account you will likely receive less GBP than you might expect based on a mid-market calculation.

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