FAQ

Your questions, answered

  • 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.

  • 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.

  • We focus on one product — a mobile only bank account — and are striving to make it the best in the world.
    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.

  • 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 Switching 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.

  • 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.

  • No. If you do decide you’d like to switch (yippee), you can do so easily using the Current Account Switching 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 users, it’s an option to partially switch some of your regular payments (although it’s not covered by the Guarantee). We’re currently working on the partial switch service for our Android users.

  • The app is available on both iOS and Android!

  • 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, Android Pay is now available to Android customers.

    To add your Starling Bank debit card, make sure you’ve got the Android 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.

  • 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.

  • Right now, we’re concentrating on creating the best mobile-only personal current account in the world. Sign up for early access to our business accounts here. For future developments on joint accounts keep your eyes peeled.

  • 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 blog article on security.

  • 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 on our blog.

  • 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.

  • 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 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.

  • 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.  

  • 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.

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