Frequently Asked Questions

General

Are my deposits FDIC insured?
Deposits held by Sterling Bank & Trust are FDIC insured, subject to FDIC limitations. Our FDIC insurance certificate number is 32232.
How do I wire money to Sterling Bank & Trust?
Domestic Incoming Wire Instructions
  1. Bank information
    • ABA/routing number: 121081872
    • Sterling Bank & Trust FSB
      One Towne Square, Suite 1900
      Southfield, MI 48076
    • Account number required
International Incoming Wire Instructions
  1. Intermediary/send through bank
    • Pacific Coast Bankers’ Bank
      Walnut Creek, CA 94596
    • SWIFT CODE: PCBBUS66
    • ABA/routing number: 121042484
  2. Final destination bank
    • Sterling Bank & Trust FSB
      One Towne Square, Suite 1900
      Southfield, MI 48076
    • Account number: 272471849
  3. Beneficiary information
    • Beneficiary name
    • Beneficiary address
    • Beneficiary account number

Online Banking - General and Technical

What software and hardware do I need to do my Online Banking?
You will need a PC, laptop, tablet or Smart Phone. In addition, you will need Internet access and a web browser with 128-bit encryption. Microsoft Internet Explorer, Google Chrome, Apple Safari and Mozilla Firefox are available with this feature. Please see our Security Page for more details.
How do I create a Login ID and Password for Online Banking?

If you are a current Sterling customer, you need to first enroll in Online Banking to gain access to your accounts.

For personal, deposit accounts and home loans, take advantage of our website’s Online Banking enrollment. You will enter the required information and receive a temporary Password. Click here to enroll.

For business deposit accounts or loan customers, please visit one of our branches and complete an Online Banking application. Once we process your application, a welcome letter with instructions and your temporary Password will be mailed to you so you may begin using Sterling’s Online Banking.

How secure is Online Banking with Sterling Bank & Trust?

Keeping our customer information secure is a top priority at Sterling Bank & Trust. See our Privacy Policy and Verisign Information for details. Sterling takes every precaution to safeguard the information in our customers’ accounts.

You will have your own Login ID and Password to access your online account. In order to ensure privacy, you must keep your Password confidential.

Where can I get help if I have trouble with Online Banking?
You may call 800-944-BANK (2265) during normal business hours. You may also email your neighborhood branch for assistance. Additionally, you can contact us at Branch Customer Support and a banker will contact you via email or by phone by the next business day. Or, you can send us a Secure Message from the Messages option located in Online Banking or Mobile Banking.
What do I do if I forget my Login ID and/or Password?

To reset your Password or to request a new temporary Password, please call Branch Operations at 800-944-BANK (2265) during bank hours and we will be happy to assist you.

Or, if you are attempting to login on our website, follow the instructions by clicking on “Forgot Password”.

I keyed in the wrong Password 3 times and now I can’t get into Online Banking. What should I do?
For your protection, we have limited the number of login attempts to 3. If you have exceeded your 3 attempts, please call 800-944-BANK (2265) during bank hours to have your Online Banking access reset.
Can I use Quicken®, QuickBooks® or Microsoft Excel® with Online Banking?
Yes, you can export posted transactions from your Online Banking history into all of the above. Click here for easy-to-use instructions.
I am a Quicken® user and I received an error when trying to export my history from Online Banking into my Quicken® Software. What do I do?

Quicken® and QuickBooks® users who are receiving an error (OL-202, OL-231, OL-232, OL-248, OL-249 or OL-297) when using Online Banking can find a resolution at QuickBooks Updates or Quicken Updates. There is a mandatory update to the Quicken® 99 or higher software for successful export of Online Banking history to your Quicken® or QuickBooks® software.

If you prefer to call an Intuit Support Representative, call 800-4INTUIT (446-8848).

How much history is maintained on my accounts?
You’ll be able to view up to the last 365 days of history. Or, you can view up to the last 24 months of eStatements online. If you would like a copy of an older statement, please call Branch Operations at 800-944-BANK (2265) during bank hours or contact your neighborhood branch.
How do I order checks?

The initial check order needs to be placed in your branch. Once your initial order is placed, subsequent orders may be done through Online Banking:

  • Go to Services
  • Click on Check Reorder
  • Select the appropriate account checks will be ordered for
Can I bank by phone?
Yes. If you are away from your computer or cannot get on the Internet, you can transfer funds between Sterling accounts, get account information and more. Just call 888-776-BANK (2265) to access your account information, 24 hours a day, 7 days a week.
What are eStatements?
Instead of receiving paper statements in the mail, you will view an electronic statement in your Online Banking account. Each statement cycle, when your electronic statement is ready to be viewed, you will receive an email notification. We will never send this statement via email, just the notification. You must login to your Online Banking account to view it.
How do I sign up for eStatements?

Login to your Online Banking account:

  1. Go to Settings
  2. Deposit Statement Delivery or Mortgage Statement Delivery
  3. Select the appropriate option from the drop down box (eStatement option)
  4. Read disclaimer and select Submit
Can I review or change my selections for receiving eStatements?
Yes. At any time you can change your delivery selections for eStatements. Please keep in mind that depending on the date you change your selection, it may take one statement cycle for your changes to take effect.
Why is Sterling using Online Banking risk tools?
Sterling uses these tools to protect you and your money. We can analyze transactions to identify and suspend suspect transactions, giving us the ability to verify that you, and not someone else pretending to be you, initiated a transaction.
What types of transactions are reviewed as part of these risk tools?
Our tools monitor:
  1. ACH Origination Transactions
  2. Domestic Wire Transfers
  3. External Transfers
What happens if one of my transactions needs to be reviewed?
If your transaction is flagged for review, you will receive an online alert notification that the transaction requires further review by a bank representative before the transaction can be processed. We will review it and may contact you by phone using the contact information you have provided us. If we contact you, a bank representative will ask you a few questions to confirm you have authorized the transaction; if you have, we’ll release the transaction to be processed.
What causes a transaction to be reviewed?

Transactions that do not fit in your normal Online Banking pattern will need to be reviewed, for example:

  1. Drastic changes in the dollar amount of the transaction you are processing
  2. A change in the week, day or time of the transaction
  3. A change in the recipient of a transaction

These examples are not a complete list of every possible kind of unusual activity. Other patterns of behavior such as login days and times, profile changes and requests for Password resets may also result in a flag for unusual activity and we will resolve those in the same manner as we do the transaction alerts.

What if I’m new to the system, how does the system flag unusual activity without the history of my behavior?
Our security tools build a history of your behavior over the first several months of your presence in our Online Banking system. During this initial period, if you use the services we monitor (ACH origination transactions, domestic wire transfers and external transfers), you may receive higher than normal alerts and confirmation calls until your normal behavior pattern is established.
Are these security tools a free service?
Yes. This Online Banking protection is free of charge.
What if I do not want to be contacted, can I opt out of this service?
We take your financial security very seriously. This is not an optional service. It greatly minimizes fraud risk thereby protecting your assets in our bank. We respect your time and believe that a brief confirmation phone call is worth it to protect your account. It is much better to spend this time protecting your funds than the time it will take to reverse the damage done from fraudulent activity on your accounts.
Who do I contact if I have questions about Online Banking security?
If you have questions about these online security features, please use the Secure Messaging feature within Online Banking, contact one of our neighborhood branches, call our Branch Operations Department at 800-944-BANK (2265) or email us at Branch Customer Support.
How do I set up Online Bill Pay?

Activation and enrollment for Online Bill Pay can be done through your Online Banking account:

  1. Transactions
  2. Bill Payment
  3. More Options
  4. View Bill Pay Site (you will be directed to a separate site)
  5. Follow instructions to register and set up personal security questions


Add a Payee:

  1. Transactions
  2. Bill Payment
  3. More Options
  4. Add A Payee
How do I learn more about the ACH rules?
You may purchase a copy of the NACHA Operating Rules or obtain free, limited (read-only) access at www.achrulesonline.org. Visit www.nacha.org or the website of our regional payments association, The Payments Authority, www.thepaymentsauthority.org, for other resources and information.

Voice Banking

What is the phone number to access Voice Banking?
888-776-BANK (2265)
How do I enroll in Voice Banking?
Please call 888-776-BANK (2265) and follow the prompts. When calling for the first time, you will need one of your account numbers and the last 4 digits of the primary tax ID number for the account.
What transactions and information can I obtain from Voice Banking?
Voice Banking allows you to obtain account balances, transfer money between Sterling accounts, check the status of a check, verify the last five transactions or deposits in your account, check current interest rates, year-to-date interest earned and more.
Is Voice Banking secure?
You will have your own private Password to access Voice Banking. In order to ensure privacy, you must keep your Password confidential.
What do I do if I forgot my Login ID or need to reset my password?
To obtain your Login ID information, please call Branch Operations at 800-944-BANK (2265) during bank hours.
When can I access Voice Banking?
Voice Banking may be accessed 24 hours a day, 7 days a week.

Direct Deposit

What is Direct Deposit?

Direct Deposit is a service that provides for automatic deposit of your paycheck, Social Security check or other recurring payment to you.

Direct Deposit continues until you cancel it. You may cancel at any time by contacting your employer or originator of the recurring payment. You’ll need the following information:

  • ABA/routing number: 121081872
  • Your account number
What else can be done through Direct Deposit?
You can have interest on dividend payments or any other recurring payments deposited directly into your account.

ATM Card

How do I apply for an ATM card?
Complete a Deposit Account Application, which you can pick up from your local branch or request by email. Once completed, return the application to your branch or mail to the address preprinted on the application.
How soon will I receive my ATM card?
You should receive your card(s) within 7-10 business days. If you don’t receive it after 10 business days, please contact a branch representative.
What do I do if my ATM/Debit card is lost or stolen?

To block or change the status of your ATM/Debit card, please call 800-523-4175.

To reorder a new ATM/Debit card, please contact your neighborhood branch.

Where is my card accepted?
You have immediate access to surcharge-free ATMs across the country with STARsf and Allpoint logos. Keep in mind that not all ATMs participate in these programs, so be sure to look for the logos.
What is my personal ATM card limit?
Please contact a branch customer service representative to obtain your limit.

MasterMoney™ Card

What is a MasterMoney™ Card?
A MasterMoney™ Card is a multi-purpose debit card with immediate access to your Sterling checking account for purchases and ATM transactions.
If I have a Sterling ATM card, may I apply for a MasterMoney™ Debit Card?
You may apply for a MasterMoney™ Debit Card at any time. If you are approved, you will also use it as your ATM card, and your existing ATM card will be deactivated.
How can I apply for a MasterMoney™ Card?
Submit a completed Deposit Account Application for the card either through a branch or by requesting an application through the Sterling website.
How long will I have to wait for my card?
After submitting an application to a branch or through the mail, a customer service representative will advise you of your eligibility for the card. If you are approved, the card will be mailed to you in 7-10 business days.
Where can I use the card?
Cardholders can use their Sterling Bank & Trust MasterMoney™ Card at STAR Network ATMs and retailer locations throughout the U.S. And customers with a Sterling Eagle® Checking account have free ATM usage anywhere in the USA.
Is cash back available?
Yes, some merchants may give you cash back privileges.
What are my cash and retail purchase limits?
Purchase limits are determined when your application is processed. You will be advised of the limits at that time.
What do I do if my card is lost or stolen?

To block or change the status of your ATM/Debit card, please call 800-523-4175.

To reorder a new ATM/Debit card, please contact your neighborhood branch.

Am I charged interest on purchases?
There is no interest incurred when you use your MasterMoney™ Card to purchase goods or services.
What should I do if I forget my PIN?
Please call 866-985-2273 and have your account information ready. Once we verify your identity for security purposes, you can select a new, easy-to-remember PIN. After your PIN is changed, you can begin using your debit card right away.

Certificates of Deposit

What happens if I have to withdraw my money from a CD before it matures?
An interest penalty is applied for any withdrawal prior to the maturity date, except if the withdrawal is required as a result of disability or death of the CD holder.
What happens when my CD matures?
When a CD matures, the interest is added to your initial deposit. You may then withdraw the total amount or choose not to withdraw the money. If you choose not to withdraw your funds, the CD will automatically rollover for the same time period, at the interest rate applicable at the time of rollover. The interest rate at the time of rollover may be more or less than the interest at the time the CD was initiated or last rolled over. You may choose, upon the maturity date, to add to or reduce the amount of money in the CD, and then open a new CD for a different length of time.
How will I know when my CD matures?
The maturity date is provided on the original document when you open a CD. You will also receive a written notice prior to your CD maturity date. As a courtesy, a Customer Service Representative may contact you by phone prior to the maturity date to notify you of the maturity date of the CD and answer any questions.

Money Market (MMDA)

What is the minimum amount I need to open a MMDA?
The minimum amount needed to open an MMDA is $500. Balances below $500 earn the current Sterling Bank & Trust checking account rate. Also, a minimum balance fee will be imposed each statement cycle if the average account balance falls below $500 on any day during the statement cycle.
How do I withdraw money from my MMDA and are there any limits on the number of times I can withdraw money during a statement cycle?

You may make up to six (6) withdrawals per statement cycle in any combination of withdrawals to another account of yours or to a third party by Online Banking, Voice Banking, Automated Clearing House (ACH), fax requests, automatic transfers (including payroll transfers and overdraft transfers), check, debit card or similar order. You may make unlimited ATM and personal visit withdrawals.

To avoid exceeding this limit, you may wish to make insurance, utility or other recurring payments electronically from your checking account instead of your savings or money market account. You may also consider direct deposit into your checking account and then transfer funds to your savings account as funds are available.

May I add money to my MMDA after I open it?
Money may be added by depositing funds into the account at any time. You may also arrange for direct deposit of your payroll, Social Security check, etc.

Web Site Accessibility

How does Sterling Bank & Trust comply with ADA accessibility?

Sterling Bank seeks to have a universally accessible web site, based on the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0, Level AA Standards. Should you have any questions or comments about our accessibility accommodations, please contact us:

  • by telephone at 800-944-2265;
  • by email message through the “Contact Us” section of our web site;
  • or, send us a letter at:
    Sterling Bank and Trust, FSB
    2122 Market Street
    San Francisco, California 94114

Mobile Banking

What is Mobile Banking?
Mobile banking provides free and secure access to your Sterling Bank & Trust account information right from your mobile phone. You can check balances, make transfers, and look up transactions from your mobile browser, our Apps for mobile digital devices, or from SMS or text messaging.
What do I need to sign up for free Mobile Banking?
  • You need to be enrolled in Online Banking.
  • You need to have a mobile phone capable of sending and receiving SMS or text messages.
  • If you plan on using one of our free mobile banking apps, you need to have a mobile phone with a browser and data plan. Text and data plan charges may apply depending on your plan with your mobile carrier.
Do I have to have a particular phone or service for Mobile Banking to work?
There are several ways to access your account information using Mobile Banking: From a mobile browser, SMS text messaging, or one of our Smart Phone Apps.
  1. Mobile browser: This is usually included on most mobile phones. Even if you have a browser, you will need to subscribe to a data plan with your carrier. We suggest you contact your carrier if you are not sure what services you have. (Data plan charges may apply.)
  2. SMS text messaging: For customers who are accustomed to text messaging with friends and family, you will find this service quick and easy to use. Your mobile phone must be capable of sending and receiving text messages for Mobile Banking to work. If you're unsure of your phone's text messaging capabilities, please check with your mobile provider.
  3. From your Smart Phone, go to www.sterlingbank.com and download one of our FREE Mobile Banking apps.
    • iPhone®, iPodtouch® and iPad® mobile digital device: Click here to download our free app from the iTunes® Store.
    • Android™ Application: Click here to download our free app from Google Play™.
    • Mobile Phone Browser: Click here
How do I enroll in Mobile Banking?
As an online banking customer, you'll have access to our mobile banking applications using the same login as your online banking account. To get started, download our app from the iTunes store or Google Play.
Who can use Mobile Banking?
Personal and business deposit customers with Online Banking can use Mobile Banking.
Can I use Mobile Banking from the browser on my Smart Phone?
Yes. Complete the Mobile Enrollment page of your online banking to enable your Smart Phone's browser. Complete the following steps:
  1. Log in to your online banking at www.sterlingbank.com.
  2. Select Mobile from the Preferences menu.
  3. Select "Yes, enable my User ID and Password for use on my mobile device".
  4. You will use the same User ID and Password for mobile banking that you do for online banking.
  5. And, if you want to use your mobile devices web browser for mobile banking, enter your email address on the same screen and select Send. The URL for mobile banking will be emailed to you mobile device.
Do you have a Mobile App for other mobile devices?
Yes. We have a variety of FREE Smart Phone Mobile Banking Apps. From your Smart Phone, go to www.sterlingbank.com and download one of our FREE Mobile Banking apps.
  • iPhone®, iPodtouch® and iPad® mobile digital device: Click here to download our free app from the iTunes® Store.
  • Android™ Application: Click here to download our free app from Google Play™.
  • Mobile Phone Browser: Click here.
What will I be able to do with Mobile Banking?
For your Sterling Bank & Trust accounts, you can see your account balances, transactions and even transfer funds from one account to another. You can also locate a branch or ATM and even pay your bills.
Can I view all my accounts through Mobile Banking?
Yes. You can view all accounts through Mobile Banking that you view through Sterling Bank & Trust's Online Banking. We suggest you assign Nicknames to your accounts in Online Banking for easy viewing in Mobile Banking.
I have external accounts that display in my Online Banking. Will these show up in Mobile Banking too?
Yes, your external accounts will display to provide convenient funds transfer access.
How do I assign and change Nicknames in Online Banking?
Nicknames can be assigned and changed from the Account Option in Online Banking.
What are account Nicknames used for?
Nicknames make it easier for you to recognize which accounts you want to transfer funds between and lookup history for.
What happens if I change my mobile carrier or my mobile phone number?
If you have a new mobile phone number, please log in to your Online Banking account and click Mobile and enter your new mobile phone number. If you have a new mobile carrier, and your phone number hasn't changed, then you don't need to do anything. However, if you have a new mobile phone number with a new mobile carrier, simply enter the new mobile phone number.
What should I do if I lose my phone?
As soon as you are aware that your phone is lost, you should log in to your Online Banking account and disable your mobile access. This can be found under the Preferences Menu, Select Mobile. This will prevent anyone who finds the phone from attempting to access your account. When you find your phone, you can then log back into Online Banking, and enable your mobile access. Remember to check your account for any unauthorized transactions.
What happens if I forget to log out of Mobile Banking?
Access to your Mobile Banking accounts will end after 15 minutes.
Why, after 15 minutes, do I have to log back into Mobile Banking?
For your security protection, we have an automatic 15 minute time out. After 15 minutes, Sterling Bank & Trust will terminate your session to help protect you against unauthorized access.
Can I pay bills in Mobile Banking?
Yes. You can initiate bill payments through Mobile Banking. Please note that you will continue to manage your overall Bill Payment experience (such as adding and deleting bills and changing billers) through Online Banking.
What does SMS mean?
SMS stands for Short Messaging Service. It is also called text messaging.
What number do I send SMS/text commands to?
  • Sterling Bank & Trust's short code is 226563. Send all SMS text message Mobile Banking requests to this number.
  • You can add 226563 as a contact in your mobile device. When you want to quickly get your balance, you would send Bal or B as a SMS text message to 226563.
What are the lists of SMS/text commands?
  • BAL or BAL <account nickname> - Request account balance
  • HIST <account nickname> - Request account history
  • XFER <from account nickname> <to account nickname> <amount> - Transfer funds between accounts
  • LIST - Receive a list of keywords
  • HELP - Receive a list of contact points for information on text banking (for example, your website or phone number)
  • STOP - Stop all text messages to the mobile device (for text banking and SMS alerts/notifications)

Sterling eDeposit

How does eDeposit work?
eDeposit allows you to deposit a single check to your checking or savings account by simply taking a picture of the front and back of the check with a camera-enabled smart phone.
What kind of mobile device will work for eDeposit and what are the device requirements?
eDeposit will work on Apple iPhone® (iOS 3.1+), Android™ (models w/ 2+ MP auto-focus camera, OS 2.1.1+). The phone's camera must have a resolution of 2 megapixels or higher.
How do I enroll for eDeposit?
As an online banking customer, you'll have access to our mobile banking application, including eDeposit, using the same login as your online banking account. To get started, download our app "Sterling Bank & Trust" from the iTunes Store or Google Play.
Is there a fee for eDeposit?
There is no charge from Sterling Bank & Trust. Data charges may apply based on your data plan with your cellular carrier. Please check with your carrier so you will be aware of potential charges.
How should I endorse the check I am depositing?
On the back side of the check write "Deposit Only", your account number, and then sign the check.
What do I do with the check after I submit it for deposit using eDeposit?
Keep the check in a secure location for 60 days after depositing the check to your account. Deposits should be verified through online banking or when you receive your monthly statement. Once the deposit is verified, destroy the check by shredding.
How quickly will the deposit show up in my account?
Deposits completed prior to 4PM PT will be posted to the account on the same business day. Deposits are subject to verification and are not available for immediate withdrawal.
Can I make a deposit to my savings account?
Yes. Deposits can be made to either checking or savings accounts.
Can I use eDeposit with my business accounts?
Yes, If you have more than 30 checks a month we recommend our remote deposit capture service. Call Branch Operations at 800-944-2265 (BANK) or visit your local branch.
Can I use eDeposit to deposit checks to different checking/savings accounts?
Yes, you can deposit checks to either your checking or savings account.
What are some tips I should keep in mind when I take a picture of a check?
  • Take the picture in an area with good lighting
  • Place the check on a surface that will provide a dark background
  • Only the check should be viewable in your camera.
  • Make sure the check is in focus on your camera. If you are too close to the check it can become blurry.
What happens if the picture of the check is bad?
eDeposit will analyze the picture of the check and let you know immediately if there is an issue with the quality of the picture. We may request that you retake the picture because there was a problem reading the check. For example, if the picture is missing part of the check due to a folded corner or there was poor lighting, etc.
Can I view checks that I have deposited through eDeposit?
Yes. eDeposit allows you to view the front and back images of checks that were deposited during the previous 30 day period.
How long does it take to upload a deposit?
Upload times vary, from 5 to 90 seconds, depending on the speed of your connection.
Will I be notified when an updated version of the app is available?
Yes, you will be notified either by the mobile banking app itself or via the App Store when a newer version is available.
How secure is this service?
eDeposit provides the following security measures: Login authorization, encryption of locally stored data, Secure Socket Layer (SSL) connection requirement and two-factor authentication. Check images are not stored on your device.
Who should I call if I need help with eDeposit?
Please call Branch Operations - Monday to Friday 9 AM - 5 PM (PT) or Saturday 10 AM - 2PM (PT) at 800-944-2265 (BANK).
What if I want to add or delete a checking/savings account?
To add or delete an account or to cancel eDeposit, please call Branch Operations at 800-944-2265 (BANK). You may also visit one of our branch locations or submit a request through Online Banking.