About Starling and general

  • What is Starling Bank?

    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.

  • What products do you offer?

    At the moment, we offer three types of mobile-only bank account: a personal account, a business account and a joint account.

    We built our mobile-only personal current account first and recently added joint and business, which feature all the benefits of the original account with some great additional features. You don’t need a personal account to apply for a Starling business account, but you will need one to get a joint account. You can apply for either of the other accounts in the main menu of your app on iOS, or in ‘Account Management’ on Android.

  • Can I download on iOS or Android?

    The app is available on both iOS and Android!

  • What are the minimum OS requirements to download the app?

    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.

  • Where’s the technology from?

    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.

  • What about your security?

    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 notice 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.

  • Do you offer online banking via a web portal?

    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.

  • Can I use my card overseas and will I be charged?

    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/

  • Do I need to let you know when I'm heading overseas?

    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.

  • How much money can I take out from an ATM?

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

  • Can I deposit cash?

    You can deposit cash into your account at any Post Office branch. Just insert your debit card at the counter, confirm the amount, and the cash will appear in your account instantly.

    To use this service you'll need one of our shiny new teal or navy debit cards. If you have one of our old-style purple cards and want to deposit cash at the Post Office, get in touch with our Customer Service team to ask for a replacement.

    If you're depositing into a Business or Sole Trader account, there’s a 0.3% charge (minimum charge of £3) for each deposit.

  • Is there a limit to how much cash I can deposit at the Post Office?

    You can deposit a maximum of £20,000 per transaction, with no more than £250 in coins.

    However, that can vary across Post Office branches, and some smaller branches can have a lower limit. If you want to deposit more than £2,000, it's best to check directly with the branch before depositing.

  • Can I withdraw cash at the Post Office?

    You can withdraw up to £300 per day of cash over the counter at the Post Office.

    For Business and Sole Trader accounts there's a 50p charge for this service, although we won't charge you for using Post Office ATMs.

  • Can I deposit a cheque?

    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.

  • What happens if I lose my phone? How can I change my phone/device?

    If you lose your phone, get in touch with Customer Service via the website Live Chat or phone on +44 (0) 207 930 4450 as quickly as you can. We'll disable the app from your missing device.

    Once you're set up with your existing number again on a new phone, download the app and login with your phone number - make sure you use the original phone number. If you don't have access to your original phone number, please call us so we can update your details before you login.

  • My Android phone is rooted, will the Starling app run?

    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.

  • What do I need to do if I want to close my account?

    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.

  • Can I reopen my account or open a new account with Starling if I close my old 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.

  • Have I been affected by the Ticketmaster breach?

    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.

  • How do I contact Customer Service?

    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 and 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 0800 0234 617. If you’re calling from abroad use +44 (0) 207 930 4450.

  • What customer support do you offer?

    Supporting the needs of all our customers is very important to us. If you are experiencing money worries, dealing with a life event, bereavement, or need help managing your day-to-day money better please take a look at our support information.

  • How do I contact the press office?

    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

  • When will Starling be available in Ireland?

    A first step to launching in Ireland is going to be launching a euro account in the UK. Once we have successfully done this in the Autumn, we will announce a date for coming into Ireland.

  • Is Starling going to put up interest rates after the recent rate change?

    No, we're not raising the cost of borrowing on our overdrafts following the Bank of England decision to raise interest rates in August 2018. The interest rate we pay on current accounts also remains unchanged.

  • Can I have a job with Starling?

    Please go to https://www.starlingbank.com/careers/ where you'll find details of roles available and how to apply.

  • I’d like to talk to a specific Starling staff member, can you put me through?

    Customer Service is unable to put you through to members of staff, take messages or share personal contact details.

  • My phone is connected to the internet but my Starling app says it can’t connect to the server - why?

    To keep your money safe, we've implemented a system that will only permit the app to work on a secure network. If the app is unable to verify that then it won't connect. Try a different wifi network or a mobile (eg 4G) internet connection.

  • How do I log out of the app?

    There is no sign out button. When the app goes into the background, after 30 seconds, when you re-open the app you'll be asked for your fingerprint or 4-digit passcode to securely access it.

  • I live outside the UK can I have an account?

    You can only open an account with us if the address where you live is in the UK.

  • I live in the UK but I’m not from the UK, can I have an account?

    Yes. Starling is for you if you are over 18 and the address where you live is in the UK; you can also be tax resident in another country and be of any nationality. Remember you'll also need to download Starling from the UK iOS App Store or Google Play Store.

  • I’m going travelling for 9 months, is Starling the best product for me?

    Starling is designed to support day to day living in UK and short trips abroad. If you lose your card abroad we can issue a replacement to you at a cost of £60.

  • My phone number is not a UK number - will I be able to open a Starling account with it?

    The Starling app is designed for customers based in the UK with UK phone numbers. We don't support non-EU numbers.

  • What’s your address?

    Please send cheques and paper Direct Debit mandates to Starling Bank, PO Box 74352, London, EC2P 2QU. For cheques and Direct Debits, please use: Starling Bank Operations Team, PO Box 74352, London, EC2P 2QU.

    As we are a mobile only bank, we don't have any branch locations - however if you are filling in any form that requires you to submit a 'branch address' in order to use Starling as your main bank, use the following address: Starling Bank, 2 Finsbury Avenue, London, EC2M 2PP.

    Our PO Box goes directly to our Operations Team, so please don't send anything account-related to our main office address as it may take longer to reach us.

  • How long will it take for my debit card to arrive after I open an account?

    You'll be able to order your new Starling Bank debit card in app as soon as your account is open. It'll then be sent out two working days later by first class post. The whole process normally takes between 3-5 working days, depending on how long it takes to verify your account and deliver your card.

    You can start spending straight away by adding your card to Apple Pay or Google Pay from the Card screen of the app, so you don't have to wait for your physical card to arrive.

  • How do I update my details?

    You can quickly update your address, email and mobile phone number using the app. Just go to menu > Account Management (Android only) > Account Details, and enter your password.

  • Can I get a statement?

    You can download PDF or CSV statements from the app. Just go to Account Management > Account Information > Statements, and select the month you want to download.

  • I need a paper statement, do you supply these?

    Digital statements are available in app and can be downloaded right now as a PDF / CSV. If you need a certified paper statement, we can supply these for £20 per request which can take up to 5 working days.

  • What should I do if my card is lost or stolen?

    If your card is lost or stolen, you should lock your card as soon as you can. If you still have access to the app, you can lock your card from the Card screen so it can't be used if it falls into the wrong hands. If you find it again, you can just unlock it - there's no need to order a new card.

    If you still can't find your card, you can cancel it and order a replacement in the app. You can re-add your card to Apple Pay or Google Pay as soon as you've ordered your replacement card, so you can carry on spending before your physical card arrives.

  • I've lost my card when abroad, will you send me a new one?

    Yes, however our processes for this are currently highly manual, so it is available at a cost of £60. We find that secure delivery is a challenge when our customers on holiday are moving from place to place.

  • I've lost my phone and can't access my account, what do I do?

    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. Once you're set up with your existing number again on a new phone, download the app and login with your phone number again - make sure you use the original phone number.

  • How do I make a complaint?

    We're sorry to hear you want to make a complaint, and we hope we can put things right. Get in touch with our Customer Service team, and we'll acknowledge your complaint within three working days of receipt.

    If we haven't given you a resolution within eight weeks, or if you're unhappy with our decision to close your complaint, you can contact the Financial Ombudsman Service.

  • What is Marketplace?

    The Starling Marketplace puts your Starling account at the centre of a wider financial ecosystem. It works by integrating a range of third party products and services in the app. These include mortgages, insurance and savings products. If you choose to set up an account with any of our partners, you'll be able to see some high-level data from them in the app, such as the balance of your ISA. The Marketplace is at an early stage and we are adding new categories and providers all the time. The aim is to give you choice and control over your finances and to provide you with a simple overview of all your financial products in one place.

  • Which partners are in the Marketplace?

    We have partners in a number of categories: Wealthify, Wealthsimple and PensionBee in Savings & Investments, Habito in Mortgages, Kasko in Insurance and Tail and Flux in Loyalty Schemes. We are continually adding new partners and new categories into the Marketplace so keep your eyes peeled for new options!

  • Who can use your API?

    Our API is used by a number of partners, both those in the Marketplace and externally. In all cases, you can view, manage and revoke the access that any third party has to your data from within the Marketplace section of the Starling app at any time. YOLT, MoneyHub and Truelayer are all examples of external partners which are using our API, but which are not in the Marketplace.

  • I need a certified paper statement, do you supply these?

    Digital statements are available in app and can be downloaded right now as a PDF / CSV. If you need a certified paper statement, we can supply these for £20 per request which can take up to 5 working days.

  • Can I increase the ATM withdrawal limit?

    The maximum daily withdrawal rate is £300.

  • Transactions are showing as 'Curve' in my app. Can you show the individual merchants instead?

    Curve is a merchant in our systems so when you use your Curve card, with your Starling card selected, the transaction will show as Curve in your feed. If you want to see more detailed spending insights then we recommend you use your Starling card when making purchases in store and online.

  • What is the maximum amount I can send via a bank transfer?

    You can make an immediate domestic payment (we are part of the UK's Faster Payments network) of up to £25,000 per transaction, and an international payment of up to £10,000 per transaction. In a calendar day, you can send payments up to £25,000, of which a maximum of £10,000 can be international.

    If you need to make a payment for a higher value, please get in touch with Customer Service.

  • Do you do a credit check when I apply for an account?

    The credit checks we do to open an account are 'soft' credit checks and we use information to inform our decision to open an account and to determine if we can offer you an overdraft. A soft credit check means a request for information from credit bureaus is performed and the information held made available to us so we can responsibly decide to open an account or offer credit or not. You might see that this check has been run if you check your own credit file, but it is not visible to other financial services companies who might be doing the same checks.

    If your account is opened and you are offered an overdraft we then run a hard credit check which will appear on your credit history and will be visible to other financial services checking the credit bureaus.

  • Why can't I download the app in other app stores besides the UK?

    Starling is designed to support people who are UK residents and using the UK app stores.

  • Can I have a Banker's Reference? / Can I have a Status Enquiry?

    These are available on the same basis as certified statements.

  • I don't have a photo ID document. Can I still open an account?

    At the moment we need a government issued photo ID document to open an account. We recognise that some people do not have these documents and aim to make changes to accommodate these cases in the future.

  • I've forgotten my password. How do I reset it?

    You can request to reset your Starling password from the app. Just go to Account Management > Login & Security > Forgot Password, and record a quick selfie video to confirm your identity. We'll verify your request and send you a password reset link within a few hours.

    If you don't have access to the app, you'll need to call us on +44 (0) 207 930 4450 to manually reset your password.

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Digital wallets

  • What digital wallets work with Starling Bank?

    You can use your Starling debit card with Apple Pay, Google Pay, Samsung Pay, Fitbit Pay and Garmin Pay, so you can pay with ease using your favourite device.

  • How does Apple Pay work?

    Add your Starling debit card to your Apple Wallet directly from the Starling app - just go to the 'Card' tab and tap 'Add to Apple Wallet'. You'll then be able to use your device to pay anywhere you see the Apple Pay or Contactless logos.

    Check out our Apple Pay page for more information about how it works.

  • How does Google Pay work?

    Add your Starling debit card to Google Wallet directly from the Starling app - just go to the 'Card' screen and tap 'Add to Google Pay'. You'll then be able to use your device to pay anywhere you see the Google Pay or Contactless logos.

    Check out our Google Pay page for more information about how it works.

  • How does Samsung Pay work?

    If you have a compatible Samsung device, you can add your Starling debit card to Samsung Pay by entering your card details in the Samsung Pay app.

    Once you've verified your details, you're ready to go! Just open the Samsung Pay app or swipe up on the lockscreen to pay anywhere you see the Contactless logo.

  • How does Fitbit Pay work?

    If you have a Fitbit Ionic or Versa smartwatch, you can add your Starling debit card to your watch and pay easily on the go. Just make sure your watch has the latest software update, and then enter your card details in the Wallet section of the Fitbit app.

    Once you've verified your details and synced with your watch, you're ready to go! Just press and hold the left hand button on your watch to pay anywhere you see the Contactless logo.

  • How does Garmin Pay work?

    You can use Garmin Pay on your Garmin Forerunner 645, vivoactive 3 or fenix 5/5S/5X Plus watch. To add your Starling debit card to your watch, head to the Garmin Wallet section of the Garmin Connect app, and enter your card details.

    Once you've verified your details and synced with your watch, you're ready to go! Just press and hold the screen and select the wallet icon to pay anywhere you see the Contactless logo.

  • What happens if I lose my device?

    If you lose your device, get in touch with Customer Service as soon as you can. We can lock your card for mobile wallet transactions to stop anyone using your account if it fell into the wrong hands.

    If you still have access to your phone, you can also lock and unlock your card for mobile wallet transactions using the app without having to contact us. Just tap on 'Card Controls' in the 'Card' screen.

  • What happens to my digital wallet if I lose or you need to replace my physical debit card?

    If you cancel your physical debit card and order a new one, or if we send you a replacement card, your virtual card may stop working. To carry on using your mobile wallet as usual, you'll need to re-enable your new card following the instructions above.

    Don't forget that you can add your card to Apple Pay or Google Pay directly from the Starling app as soon as you order your card, so you don't need to wait for it to arrive to start spending.

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Personal account

  • How can I open a personal current 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.

  • Are there any account fees on the personal account?

    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 open a second personal account?

    Currently we support one personal account for each customer. If you are looking for another personal account for business use for your sole trader business, then you can apply for a dedicated Starling for Business account.

  • What about a personal current account overdraft?

    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

  • Can I have an overdraft?

    When you open an account with us we will make a soft check on your credit history and this will determine if we're able to offer you an overdraft. If you don't see an offer at that point then unfortunately we have not been able to offer you an overdraft at this time. If you get an offer and accept it we will make a hard credit check which leaves a record on your credit file. If you've had an offer but not accepted it, it will remain available in app as long as you remain eligible.

  • Can I increase my overdraft limit?

    Your overdraft limit is based on your credit history and it’s not possible to increase this.

  • I have a larger overdraft with another bank, why can't I get a similar one with Starling?

    Your overdraft limit is based on your credit history and it's not possible to increase this.

  • How can I add money to my Starling bank account?

    You can add money to your account via 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 this can take up to two hours if your bank isn’t part of the network. You can also get your salary paid direct into your Starling account.

    You can also choose to make Starling your main bank account by using the Current Account Switch Service in app. This moves your salary, balance, direct debits and any other regular payments across to Starling from your old bank in seven working days.

  • Do I have to switch my banking to Starling to open an account?

    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).

  • Why doesn't my card work at pay at pump?

    There is a UK-wide issue with pay at pump fraud and so, after consultation with industry bodies, we've had to implement restrictive anti-fraud measures to combat that. At the moment some of our customers will be asked to pay at the till and we continually monitor and update our fraud rules over time.

  • Why doesn't my card work at pay at pump with my joint account?

    Currently, our joint account offering doesn't support pay at pump. Please use your individual Starling account for this service.

  • The same transaction appears twice on my feed. How do I get rid of one of them?

    Sometimes merchants authorise your purchases twice by mistake. Normally this is corrected a few days later when the transaction is completely processed. However if there's a large sum involved and you need the money immediately, please get in touch with Customer Service via in-app chat and we will investigate.

  • I had a payment with a merchant, and I never received the goods / services but I've been left with the authorisation on my account. How can I get my money back?

    Normally the authorisation expires after a few days. However if there's a large sum involved and you need the money immediately, please get in touch with Customer Service via in-app chat and we will investigate.

  • I like your new teal portrait card, how can I get one?

    To get our new teal card, you’ll need to get in touch with our Customer Service team via the app. Go to the main menu, select Customer Service, then select Get in Touch. Once you’ve done this you can send us a message asking for a teal card.

  • I can't add money to my PayPal balance using my Starling card - why not?

    Currently, PayPal reads the card as a credit card which PayPal will then reject. We're working with Mastercard to resolve this but we can't guarantee a resolution date at this point.

  • What is Settle Up?

    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!

  • How does Settle Up work?

    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.

  • How do I use Settle Up to receive money?

    If you have a Starling Bank account, you can activate your Settle Up link from the 'Pay' screen of the app. This will launch a new screen where you can switch on your settleup.starlingbank.com link.

    Just share your link with friends or family to get paid back in seconds. They don't even need a Starling Bank account, as you can use any UK debit card to send money using Settle Up.

  • I activated my Settle Up link and I don’t like the username I have been issued. Can I change it?

    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 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.

  • How do I create a Settle Up request for someone to pay me back?

    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.

  • What happens when someone clicks the Settle Up link I have sent them?

    Receiving a request to pay (Starling Customer):

    When you receive a Settle Up link from another Starling customer you can click on the link and the request will open up in the Starling app. You’ll be directed to a request screen displaying the following information:

    • the person’s name who is requesting money
    • their profile photo and/or initials
    • an obfuscated phone number
    • the amount they are requesting
    • the reason, if they added those details.

    The person receiving the request can choose to accept the request and pay instantly. When paying someone back you can accept or edit the amount, add a personal note and then 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 webpage associated to the person sending you a Settle Up request, for example https://settleup.starlingbank.com/recipientname. You will be able to 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.

  • I’m not a Starling Customer How do I know who was paid?

    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.

  • What card types are accepted on the Settle Up website?

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

  • Is Settle Up secure?

    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.

  • Can I deactivate my Settle Up link if I no longer wish to use it?

    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.

  • How can I schedule payments to a Goal?

  • How can I adjust my overdraft?

  • How can I check what the interest rate is?

  • How can I add a payee and make a bank transfer?

  • How can I see what I've spent with Spending Insights?

  • How can I setup a Standing Order?

  • How can I get a statement?

  • How can I cancel a Direct Debit?

  • How can I lock/unlock my card?

  • How can I see my transaction list?

  • Where can I find my account details?

  • I've forgotten my PIN. How can I get a PIN reminder?

  • How can I remove money from a Goal?

  • Do you now offer loans?

    Yes, we have just launched our first loan product. A Starling loan is a simple unsecured personal loan, customised to you, which is available 100% through your Starling Bank mobile app. It lets you borrow up to £5,000 in a way that suits your needs - you can choose how you pay it back, both the day a repayment is made and over what period.

  • Do I have to be a Personal Current Account customer to have a loan?

    Yes, we have just launched our first loan product. A Starling loan is a simple unsecured personal loan, customised to you, which is available 100% through your Starling Bank mobile app. It lets you borrow up to £5,000 in a way that suits your needs - you can choose how you pay it back, both the day a repayment is made and over what period.

  • Do you offer loans on business accounts?

    We currently don't provide Starling Loans for Business purposes. A Starling Loan is available to Starling Personal Current Account (PCA) customers with an Overdraft.

  • What makes a Starling loan different?

    Flexible, competitive and tailored to your personal financial situation; Starling personal loans are built to make borrowing easier. Applying takes minutes in-app, and if you’re approved you’ll see the money straight away.

  • How do I apply for a loan?

    For certain transactions, we’ll let you know that you may be eligible for a loan. Alternatively, you can head into the ’spaces’ section of the app. If you’re eligible, we’ll give you a nudge in the app – then to apply, you’ll have to go through a simple process in the app and answer a few questions about your general finances and why you’d like the loan. "It should be straightforward" – so it is.

  • What's the difference between an overdraft and a loan?

    A loan provides a structured repayment plan, offering you the guarantee of certainty with respect to payments and payment frequencies. An overdraft is a cash flow management tool with no contractual repayment albeit any borrowing will likely be at a higher rate of interest than a loan.

  • I already have an overdraft. Can I have a loan as well?

    At the moment, our loans and overdrafts are connected, which means if you’re approved for a loan, you’ll be able to borrow as much as you have left in your entire available overdraft. So if you’ve got £2000 left to spend out of, say, a £4000 overdraft, you’ll be able to turn anything up to £2000 into a loan, and when you do, we’ll just reduce your available overdraft by whatever you borrow – then we’ll bump it back up again when you’ve paid it back in full. Easy.

  • Do you do a credit check when I apply for a loan?

    When you joined Starling, to help us understand a little more about you, we asked your permission to carry out a soft credit check (quotation search) which allows us to understand how much credit you can afford to take. Since then we’ve got to know you better - as part of this we are able to refresh this view based on your financial behaviours. All this means that we can let you know in advance how much we can lend you when you need it. However, there may be occasions where we need to undertake a more detailed credit check but rest assured, where we do, we’ll ask your permission first.

  • What time frame can I have a loan for?

    When you apply we'll provide the options applicable to your circumstances which could be between the range of 12 to 60 months.

  • What's the maximum amount I can have a loan for?

    This will be determined by your available Starling Personal Current Account (PCA) Overdraft.

  • Is there a cooling-off period?

    Yes, there is a 14 day 'cooling off' period. Should you choose to cancel your loan within the 14 days then all scheduled repayments will be cancelled and you will have 30 days from the date of cancellation to repay your Starling Loan and any associated interest since you opened your Starling Loan.

  • What can I do if I am struggling to repay my loan?

    Contact us, we’re always here to help. We’ll discuss your circumstances with you and work out what’s best for you.

  • Can I change my repayment date?

    If you are having difficulty meeting your loan repayments then contact us and we'll help you.

  • How can I delay a payment?

    If you are having difficulty meeting your loan repayments then contact us and we'll help you.

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Joint account

  • What is a Joint Current Account?

    A Joint Current Account 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.

  • Who is eligible for a Starling Joint Current Account?

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

  • How do I apply for a Joint Account?

    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 ‘Find them Now’ to apply together. As you’re both already Starling customers you’ll be automatically approved for an account, and you can choose to order new cards straight away.

  • How many cards can I have?

    Each account holder can order their own card.

  • How much money can I take out from an ATM?

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

  • Can I increase the ATM withdrawal limit?

    The maximum daily withdrawal rate is £300.

  • Are there payment limits?

    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.

    If you need to make a payment for a higher value, please get in touch with Customer Service.

  • Do you offer an overdraft?

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

  • Can I switch my Joint Acount from another bank to Starling?

    Yes - as long as both parties agree. You cannot switch from a joint account into a sole account.

  • My partner and I have a joint account but we want to close it. Can I open a new one with someone else?

    Unfortunately, at the moment we only support our customers opening one joint account. Currently this means that if you close one joint account you will not be able to open another one with the same person or with someone else. However, we are working hard to allow you to open a new joint account after closing the previous one.

  • Why doesn't my card work at pay at pump with my joint account?

    The functionality is now available for joint accounts on the same basis as personal accounts.

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Business account

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Sending money abroad

  • How do I make an international money transfer?

    Making an international transfer from your Starling app is easy. To send money abroad, just go to the 'Pay' screen in the app and tap on the 'Foreign' tab. Choose your currency and enter an amount, and you'll then see how much the recipient will recieve in their local currency including all Starling fees. You can then select a payee or create a new one, and follow the steps to make the payment.

    Take a look at our international payments (https://www.starlingbank.com/send-money-abroad/) page for more information on our fees and how it works, or watch our how-to video below for a full walkthrough.

  • How much will it cost to send money abroad?

    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.

    But while we won’t charge you any extra fees, you might be charged some by the bank you’re sending money to or one that’s helping to process the transfer. Unfortunately that’s out of our control, but if your payee receives slightly less than you see on your app’s International Payments page, that’s why.

  • Supported countries and currencies for sending money abroad

    You can currently send international transfers to 38 countries and 20 currencies, straight from your Starling app. We don't currently offer transfers to CAD and AUD accounts, but we’ll be adding support for these soon.

    Countries: Austria (EUR) Belgium (EUR) 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) Poland (PLN) 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 States (USD)

  • What is a SWIFT/BIC Code?

    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.

  • How long does it take to send money abroad?

    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.

  • Payee Checks for sending money abroad

    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.

  • When can I make an international transfer?

    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.

  • How will Starling deliver my international payment?

    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.

  • Our exchange rate

    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 will my transfer arrive?

    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.

  • What happens if my international payment is delayed or doesn't arrive?

    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.

  • Can I cancel an international transfer?

    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.

  • Can I set up a regular scheduled international transfer?

    Due to the 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. This is because to send an international transfer, we need to convert GBP from your account into another currency, and as we use the real market exchange rate it constantly fluctuates.

  • What currencies can I receive into my Starling account?

    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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For more information or if you have a question, please get in touch with us, we’re happy to help.

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