Q: When can I access my accounts online?
A: Your account will be available one business day after the initial deposit to the account. Select the Enroll for Online Banking link from the Log In page to start using the service. Once enrolled, you'll have immediate access to your account information.

Q: How do I enroll for online banking?

A:

(1) Click the Personal Online Banking box on our home page, then click the Enroll for Online Banking link above the Username box. (2) Enter your social security number, email address, number and type of your account (checking or savings), and the amount of your last deposit in whole dollars. (3) Next, create a Username and Password, then choose a PassMark image and type in a phrase or word that reminds you of the image. (4) Select three challenge questions to answer. (5) Indicate whether you want to register the computer you are using as a personal computer. (6) On your subsequent logins using a registered computer, you will not be asked the challenge questions again as long as you enter the correct Password. (7) If you log in from an unregistered computer, you will be asked one of the three challenge questions in addition to needing to provide your Password.

Q: What is PassMark?
A: PassMark protects you from accidentally revealing your Username and Password to a fake web site. In addition, if someone learns your Username or Password, he or she will not be able to answer the challenge questions and therefore access your account from an unregistered computer.

Q: Why do I select a PassMark image and phrase?
A: The appearance of this image and phrase, which are known only to you, will indicate that you are at the legitimate Sterling Bank site, and that it’s safe to enter your Password. If the correct image or phrase does not appear, do not enter your Password. Contact Sterling Bank immediately if you suspect any problems with your PassMark phrase or picture.

Q: What are the requirements for my Password?
A: Your Password must be a minimum of 8 characters and include at least one number. It is case sensitive. Your Password will not expire. However, you should change it periodically, especially if you have reason to believe it may have been discovered by an unauthorized individual.

Q: Why do I have to answer the challenge questions?
A: When you are using a computer that you didn’t previously register as personal, the challenge questions are used to confirm that you are the authorized user of online banking. The questions may also appear when an incorrect Password is entered, giving you another opportunity to enter the correct Password.

Q: What if I forget my Password?
A: If you forget your Password, enter your Username. When you see the screen with your PassMark image and phrase, select the Forgot my Password option. You will be able to enter a new Password after entering your account type (checking or savings) and number, and the amount of your last deposit in whole dollars.

Q: How many unsuccessful login attempts does the system allow?
A: Three unsuccessful attempts to log in to online banking will disable your ability to access online banking. If access has become disabled, you will need to contact Sterling Bank to have access reactivated. You will not need to re-enroll if you are locked out of online banking.

Q: How do I sign up for Bill Payment?
A: Click on Messaging within Personal Online Banking and select Inbox. Click Create a New Message and select Request to Add Bill Pay for the Message Topic. Type in Add Bill Pay to the Message Subject and provide your email address. You should receive an email within one business day letting you know that Bill Payment is available.

Q: Can I access Online Banking from different computers?
A: Personal Online Banking can be accessed from any computer that has an Internet connection. However, you will need to answer a challenge question if you are using an unregistered computer. We also recommend that you not use public wireless networks to access your banking information.

Q: What if someone steals my Password?
A: If you suspect someone has discovered your Password, go to Administration within Online Banking to change your Password.

Q: What if I have questions about online banking?
A: Contact our customer service team by calling 713-507-7638 in Houston, or toll free at 877-306-2001 from outside the Houston area. Our hours of service are from 8:30 a.m. to 5:00 p.m. Monday – Thursday, 8:30 a.m. to 6:00 p.m. on Friday, and 9:00 a.m. to 12:00 p.m. on Saturday.