From 1st December 2026 we're going to stop supporting the Starling app on Huawei AppGallery. When this happens, any versions of the Starling app that have been installed from there will stop working and you won’t be able to log into the Starling app on your device.
\n\nIf you’ve installed the Starling app from the Google Play Store, or you use an iPhone or iPad, this change won’t affect you.
\nWe'll stop supporting the Starling app on Huawei AppGallery on 1st December 2026. On that date, any versions of the Starling app that have been installed from there will stop working and you won’t be able to log into the Starling app on your device.
\n\n120 days before that happens, we'll email and send an in-app notification to anyone who will be affected by this change.
\nIf your international payment hasn’t reached your account yet, check:
\nAs a regulated bank, we need to do checks on international payments before we can add them to your account. If we need more information about your payment, we'll contact you in the Starling app.
\nIf you haven’t heard from us and the payment still hasn’t gone through, you’ll need to ask the person who sent the payment to check it with their bank. The sender’s bank will need to track it because we can only see payments once they’ve
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":61,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5790187789894828733,"question":"Why has my BIC/SWIFT code changed?\n","answer":"The BIC part of your international account details has changed from SRLGGB2LXXX to SRLGGB3LXXX. You’ll see this new BIC in the Starling app and on your statements.
\nWe’ve changed your BIC to improve our international payment service, and so you can receive payments in more currencies into your Starling account.
\nGoing forward, it’s best to use your new BIC to receive international payments. Payments made with your old BIC will still go through for now – as long as they pass our usual checks. We check all international payments to help keep your money safe.
\nWe’ll contact you to let you know before we stop accepting payments made with your old BIC.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":72,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5789736520666662867,"question":"What currencies can I receive into my Starling account?","answer":"You can receive these currencies into your British pound Starling account:
\nIf we receive a payment that’s in a currency other than British pounds, we’ll use the Starling inbound exchange rate to convert the payment.
\nThe ‘inbound exchange rate’ is calculated using exchange rates received from third-party market providers and includes a margin of 2%. The rate before the margin is applied is a mid-market point that’s updated regularly. When we say mid-market point, we mean the point in the middle of the exchange rates at which banks buy and sell currencies.
\nStarling euro accounts can only receive euros.
\nStarling US dollar accounts can only receive US dollars.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":71,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5789391126427225692,"question":"What is my IBAN and BIC/SWIFT code?","answer":"An IBAN, or International Bank Account Number, is a unique identifier for your bank account, used for international transactions.
\nAnd a BIC, also known as a SWIFT code, is a unique code that’s used to identify a bank.
\nTo receive an international payment to your account, you’ll need to share your IBAN and BIC with the sender. You can find these in the Starling app:
\nIf you have a Starling euro account, its IBAN will be different from your British pound account’s IBAN.
\nFind out more about IBANs and BICs.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":70,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915625124343334132,"question":"What is my IBAN/SWIFT/BIC code?","answer":"An IBAN, or International Bank Account Number, is a unique identifier for your bank account, used for international transactions.
\nAnd a BIC, also known as a SWIFT code, is a unique code that’s used to identify a bank.
\nTo receive an international payment to your account, you’ll need to share your IBAN and BIC with the sender. You can find these in the Starling app:
\nIf you have a Starling euro account, its IBAN will be different from your British pound account’s IBAN.
\nFind out more about IBANs and BICs.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":69,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":254479414888514849,"question":"Where can I receive international payments from?\n","answer":"Your account can receive payments from anywhere in the world, as long as:
\nSome of our accounts only accept certain currencies. For example, our euro accounts can only accept euros.
\nCountries we can’t accept payments from
\nWe rely on a network of partner banks to process payments in foreign currencies. The bank we use for euro payments doesn’t allow payments to or from countries that are on the EU’s high-risk third countries list.
\nThere are also some other countries and territories that we can’t accept payments to or from, which are separate from the list above. If your payment is connected to one of these countries, we won’t be able to process it for you.
\nCheck the full list of countries we can't accept payments to or from.
\nBoth lists of countries can change at any time.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":68,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915624304059891893,"question":"What does it cost to receive a non-British pounds payment into my account?\n","answer":"If you receive payment in one of our supported currencies that isn’t British pounds, we’ll use the Starling inbound exchange rate to convert the payment.
\nThe ‘inbound exchange rate’ is calculated using exchange rates received from third-party market providers and includes a margin of 2%.
\nThe rate before we apply the margin is a mid-market point that’s updated regularly. When we say mid-market point, we mean the point in the middle of the exchange rates at which banks buy and sell currencies.
\nAn example of how the rate works:
\nExchange rates change regularly, so we can’t tell you in advance the exact rate that we’ll use to convert a payment. Any rate that we do provide beforehand is a guide only. Once you receive or send a payment, you’ll be able to see the rate that was used in your transaction feed and on your statements.
\nYou can get in touch with us to find out the current exchange rate for a currency, or the rate that applied to a specific payment.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":49,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915604379444266407,"question":"How do I get my statements?","answer":"You can download a statement in the app by following these steps:
\nYour monthly statements are a permanent record of your account history. You can export them in PDF or large-print PDF.
\nIf you’d like a physical paper copy, you can download the statement in the Starling app and then print it.
\n\nYour statements for the previous month are available in the app between the 4th and 10th of each month.
\n\nFrom August 2026, we changed how we provide your statements in the app.
\nThe change means you now get a consistent statement service across all of your Starling products. It also gives you a verifiable record of your account activity each month.
\nEvery statement now has a ‘True Copy’ stamp at the top. You can read more about verifiable and certified statements here.
\nFrom November 2026, we’re also adding extra information to make your statements easier to understand. This includes explaining what interest rate terms like AER and EAR mean.
\n\nFull monthly statements cover full calendar months only. You can download multiple months at once.
\nIf you select more than one month, the statements will download together in a compressed ZIP file.
\nIf you need custom dates, you can export a transaction summary instead. This can cover any dates in the last 12 months. You can export it as a PDF, large-print PDF or CSV file.
\n\nYou can still get a CSV transaction summary with custom date ranges. Here’s how in the app:
\nTransaction summary exports are not verifiable statements. If you need a full statement, follow the steps above in ‘How do I get my statements?’.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":66,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4227648939010117045,"question":"What is an opening statement balance and why does Starling need it?","answer":"An opening statement balance is the amount of money in your account at the start of your opening balances date – which is either the day after your year-end date on Companies House, or your incorporation date if you haven't filed your accounts yet.
\n\nWhen you add an account to Starling Accounting, you'll need to enter its statement balance from your opening balances date. For example, if your year-end date on Companies House was 31 December 2025, we'd need your account's statement balance from 1 January 2026.
\n\nIf your bank account is new, your opening statement balance will be zero.
\n\nWhy does Starling need an account’s opening statement balance?
\n\nWhen you add an account to Accounting, you need to enter its correct opening statement balance to keep your financial reports accurate. For limited companies, it means your balance sheet will show the correct balance for any of your non-Starling accounts.
\n\nYour dashboard's total balance will also be correct as it includes the balances of any accounts you add to Accounting.
\n\nWhat happens if I add a foreign currency account?
\n\nIf you’re a limited company, you can add a foreign currency account you have with another bank to Accounting. If you do, we'll convert the account’s opening statement balance into British pounds using the market exchange rate at the time.
\n\nExchange rates change, so the value of that balance in British pounds can go up or down over time. Because of this, we automatically update the balance on your reports by recalculating the difference between its original converted value and its value as the exchange rates change – this is known as an unrealised revaluation gain or loss.
\n\nIf you want to check the unrealised revaluation gain or loss, you can see the bank balance on your balance sheet, or look at your profit and loss report where it'll be categorised as Exchange rate changes.
\n\nWhat happens when I add an account’s opening statement balance?
\n\nWhen you add an account to Accounting, we record its opening statement balance on the Opening Balances page as a journal entry. To keep debits and credits balanced, we offset each account's opening statement balance against Categorise later. For example, if your opening balance is a £200 debit, we'll add a Categorise later entry with a £200 credit.
\n\nTo view a journal entry:
\n\nEntering opening balances on the Opening Balances page
\n\nWhen you enter your opening balances from your old accounting software, you'll need to cancel out the Categorise later entry we added when you added your account. To do this:
\n\nYou can't save the journal entry until the total amounts in the debit and credit columns are the same. This is because every entry needs a balancing entry of the same amount so your accounts stay in balance. For example, if you have £200 in your bank account, there needs to be another £200 entry showing where that money came from – it could be money you’ve put into the business, profit you’ve made, or something else. This is known as double-entry bookkeeping.
\n\nFind out more about opening balances.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":65,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4632702134708096622,"question":"How do I read the exchange rate on my statement?","answer":"If you move money between your Starling euro account and another account you have with us, you have to pay a conversion fee. The fee is 0.4% of the money you’re moving.
\nIf you move money between your Starling US dollar account and another account you have with us, you have to pay a conversion fee. The fee is 0.4% of the money you’re moving.
\nExample of how the money moves
\nIf you move 100 dollars ($) from your US dollar account to your business account:
\nThe conversion fee for moving $100 would be $0.40. This is 0.4% of $100.
We take that conversion fee off the $100 you want to move.
That would leave you with $99.60.
Then we convert that $99.60 from US dollars to British pounds.
We use the exchange rate $1 = £0.7890 to convert the money.
Once converted, the amount is £78.5844.
When we add the British pounds to your business account, we round the amount to the nearest whole penny or cent. In this example, you’d see £78.58 in your business account and on your statement.
\nHow this looks on your statements
\nBased on the example above, if you moved $100 from your US dollar account to another account you have with us, your US dollar account statement would show:
\n(£78.58, Exchange Rate: 0.7890, Fee: $0.40)
\nThis line means:
\nThe amount you received after the conversion was £78.58
The exchange rate used was $1 = £0.7890
The 0.4% conversion fee you paid was $0.40
If you looked at your business account statement, it would show the information in a slightly different way:
\n($100.00, Exchange Rate: 1.2674)
\nThis line means:
\nThe total amount that you moved to another account was $100.00
The exchange rate used was £1 = $1.2674
The exchange rate looks slightly different on your business account statement because it shows how many US dollars each British pound is worth, instead of how many British pounds each US dollar is worth. Both statements show the same amount that’s received.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"Currency Conversion","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5875493748384419748,"question":"How do I read the exchange rate on my statement?","answer":"If you move money between your Starling euro account and another account you have with us, you have to pay a conversion fee. The fee is 0.4% of the money you’re moving.
\nExample of how the money moves
\nIf you move €100 from your euro account to your personal account:
\nThe conversion fee for moving €100 would be €0.40. This is 0.4% of €100.
We take that conversion fee off the €100 you want to move.
That would leave you with €99.60.
Then we convert that €99.60 from euros to British pounds.
We use the exchange rate €1 = £0.8460 to convert the money.
Once converted, the amount is £84.2616.
When we add the British pounds to your personal account, we round the amount to the nearest whole penny or cent. In this example, you’d see £84.26 in your personal account and on your statement.
\nHow this looks on your statements
\nBased on the example above, if you moved €100 euros from your euro account to another account you have with us, your euro account statement would show:
\n(£84.26, Exchange Rate: 0.8460, Fee: €0.40)
\nThis line means:
\nThe amount you received after the conversion was £84.26
The exchange rate used was €1 = £0.8460
The 0.4% conversion fee you paid was €0.40
If you looked at your personal account statement, it would show the information in a slightly different way:
\n(€100.00, Exchange Rate: 1.1820)
\nThis line means:
\nThe total amount that you moved to another account was €100.00
The exchange rate used was £1 = €1.1820
The exchange rate looks slightly different on your personal account statement because it shows how many euros each British pound is worth, instead of how many British pounds each euro is worth. Both statements show the same amount that’s received.
","accountTypes":["INDIVIDUAL","BUSINESS"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4621158069741961836,"question":"How do I read the exchange rate on my statement?","answer":"When you spend in a currency that isn’t British pounds (£), you’ll see the exchange rate details on your statement.
\nOur exchange rates use up to 5 decimal places – for example, 1.08542. But the converted amount on your statement needs to be in whole pounds and pence, or two decimal places – for example, £12.50. So we round the converted amount to the nearest whole penny.
\nThe information on your statement will look a bit different depending on the type of payment. Here are some examples.
\nSpending on your card abroad
\nLet’s say you buy something with your card in France for €0.01.
\nWe use the Mastercard exchange rate for this, and we don’t add any fees or charges.
\nIf the exchange rate is £1 = €1.1431 (or €1 = £0.8796 in the other direction), the payment should cost you £0.008796.
\nBut because our accounts use two decimal places, your transaction is rounded up in this case and you’ll be charged £0.01.
\nYour account statement will show this as:
\n(€0.01, Exchange Rate: 1.0000)
\nThis line shows:
\nthe original payment amount: €0.01
the exchange rate used: Rate: 1.0000
You'll notice that your exchange rate shows as 1.0000 instead of 1.1431.
\nBecause your card payment was so small (€0.01), the converted amount in pounds is less than a penny. We can’t charge fractions of a penny – so we have to round the converted amount to £0.01.
\nOn your statement, the ‘Exchange Rate’ is calculated based on the rounded-up (in this example) converted amount (£0.01) versus what you paid on your card (€0.01). As these two numbers are identical, your statement shows a rate of 1.0000.
\nSending a payment abroad
\nNow let’s imagine you transfer £10 to someone in Australia.
\nYou’ll be charged a £5.50 SWIFT payment fee and a 0.4% conversion fee (£0.04). We take these fees off the £10 you want to transfer.
\nThis leaves £4.46, which we then convert into Australian dollars (A$).
\nIn this example, we’ll use an exchange rate of £1 = A$1.9223 (or A$1 = £0.5202 in the other direction) to convert the money.
\nOnce converted, the final amount is A$8.57. This is what you’ll send to your payee in Australia.
\nYour account statement will show this as:
\n(A$8.57, Exchange Rate: 1.9223, Fee: £5.54)
\nThis line shows:
\nthe amount sent (after conversion and fees): A$8.57
the exchange rate used: Rate: A$1.9223
the total fees charged (0.4% conversion fee (£0.04) fee and SWIFT payment fee (£5.50): £5.54
Receiving a payment from abroad
\nFor this, we base our exchange rate on the mid-market rate. That’s the rate you’d typically see if you looked it up online.
\nThe final rate you get is the mid-market rate, plus a 2% margin to cover our costs. We don’t charge any other fees for this kind of payment.
\nSo, let’s say you are due to receive a payment of 1,000 euros (€) into your GBP account.
\nIf we convert the €1,000 using an exchange rate of £1 = €1.1679 (or €1 = £0.8562 in the other direction) which includes the 2% margin,, you’ll get £856.23.
\nYour account statement will show this as:
\n(€1000.00, Exchange Rate: 0.8562)
\nThis line shows:
\nthe original payment amount: €1000.00
the exchange rate used (including our 2% margin): Rate: 0.8562
Moving money between your Starling currency accounts
\nLet’s imagine you need to transfer £100 from your GBP account to your Starling euro account.
\nYou’ll be charged a 0.4% conversion fee (£0.40) for the transfer.
\nAfter we take off the conversion fee from the £100, there’s £99.60 left to convert into euros.
\nIf the exchange rate is £1 = €1.1819 (or €1 = £0.8460 in the other direction), you’ll get €117.71 into your euro account.
\nYour account statement will show this as: (€117.71, Exchange Rate: 1.1819, Fee: £0.40)
\nThis line shows:
\nthe amount after conversion: €117.71
the exchange rate used: Exchange Rate: 1.1819
the 0.4% conversion fee: Fee: £0.40
To be entered, you must meet all the eligibility criteria and explicitly opt in by clicking the link provided in our promotional communications or via the Starling websiteStarling website. When opting in, you must enter the email address associated with your Starling personal current account. Once you are opted in, you remain in the draw each month unless you win, at which point you are taken out. You only receive one entry per calendar month, and there are no extra fees or ways to buy additional entries.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5946585273847201841,"question":"When will I get my reward for referring a friend?","answer":"The reward will be added to a Space called 'Friend Fund' in your account. We’ll create the Space for you, and the money will be added within 30 days of the referee completing the steps set out in the referral message. Learn more about how Refer a Friend Spaces work.
\nIf the money hasn’t been added to a Space in your account after 30 days, message us in the Help section of the app and we’ll look into this for you.
","accountTypes":["INDIVIDUAL"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":146,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7999746696740947889,"question":"How do Refer a Friend Spaces work?","answer":"When you refer someone to Starling, and they successfully open an account with us and complete the steps set out in the referral message, you both earn the reward stated. Read more about what counts as a successful referral.
\nWe’ll add the reward to both of your accounts within 30 days of the referee completing the steps set out in the referral message. We’ll add the money to a Space in your account that we’ll automatically create for you, called a ‘Friend Fund’ Space.
\nSpaces let you separate money from your main balance. You can move money between your main account balance and Spaces – including your Friend Fund Space – any time you like.
\nThe money you have in your total account balance will be made up of the money in the main balance plus any money you have in Spaces.
\nIf you have a negative balance in your account, the reward you get for a successful referral will reduce that negative balance. For example, if you have -£30 in your main account, but £25 in the Friend Fund Space, your total account balance will be -£5.
","accountTypes":["INDIVIDUAL"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":143,"context":{"appScreen":["ALL_TOPICS","REFERRALS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7994741343189356490,"question":"Are there any restrictions or limits for referring a friend?","answer":"You can refer up to 10 people to us. After 10 successful referrals, you won’t be able to use your code again
\nFor a referral to be successful, the person you refer must successfully open a personal account. And they must complete the steps set out in the referral message for you both to be rewarded.
\nYou can read more about this in our referral terms and conditions.
\n","accountTypes":["INDIVIDUAL"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":142,"context":{"appScreen":["ALL_TOPICS","REFERRALS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7994070964740377793,"question":"What’s the reward for successfully referring someone to Starling?","answer":"If you successfully refer someone to Starling, both of you will get the reward stated in the referral message added to a dedicated Space called ‘Friend Fund’ in your accounts. Learn more about how Refer a Friend Spaces work.
\nYou can read more about this in our referral terms and conditions.
","accountTypes":["INDIVIDUAL"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":141,"context":{"appScreen":["ALL_TOPICS","REFERRALS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5626598902063647524,"question":"How do I refer a friend?","answer":"To refer a friend, you need to find your unique referral code in the app, and send it to the person you want to refer.
\nYou can only refer new customers to Starling – they can’t be a previous or existing Starling customer. You can use your code to refer up to 10 people. After 10 referrals, your code will no longer be valid.
\nTo find and share your referral code:
\nWe’ve been rolling out a Refer a Friend programme to our personal current account customers.
\nYou can invite your friends and family to join Starling. You can’t refer someone who is already a Starling customer, or who used to be a Starling customer.
\nIf the person you invite successfully opens a new Starling personal account and completes the steps set out in the referral message, then you will both receive the reward.
\nYou can learn more about how Refer a Friend works in our FAQ. Or, You can read our Refer a Friend terms and conditions.
\nThe Refer a Friend programme isn’t available to everyone
\nIf you can’t see the referral code in the Starling app, it means you can't refer a friend and get a reward at the moment.
\nBut we plan to introduce it to everyone in the future, so check back soon.
","accountTypes":["INDIVIDUAL"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":135,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":888714180845781743,"question":"How do I download an interest tax statement for the previous tax year for my Easy Saver?","answer":"You can download a statement in the app by following these steps:
\nIf you need a physical paper copy, you can download the relevant statement in the Starling app and then print it.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":73,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":437780668748351515,"question":"What is a bonus rate?","answer":"A bonus rate is an extra interest rate added on top of your Easy Saver’s standard rate for a limited time. The bonus rate may also only apply to some of your savings balance. If you have an account with a bonus rate, you can find details of this in the Spaces section of the Starling app. You can also see the date you’ll move onto the standard rate and any other conditions that apply to the bonus. Go to Spaces and tap on your Easy Saver, then View detail in the Interest section.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":72,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915636924279046932,"question":"How do I close my business US dollar account?\n","answer":"We're sorry you want to close your business US dollar account. Is there something wrong or that we could do better? If so, please message us in the Starling app and we'll look into it.
\n\nYou can close your US dollar account at any time in the app. Just make sure:
\nAny payments due to be paid out will be cancelled automatically once you close the account.
\nTo close your US dollar account:
\n\nIf there's still money in your US dollar account, you'll need to transfer this out before you can close it in the app. Or, you can get in touch with us through the app to ask us to close your account.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Subscriptions","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9016162986608774889,"question":"Can I reopen a business US dollar account after I close it?","answer":"If you cancel your US dollar account subscription, the account will close.
\nOnce the account is closed, you won’t be able to apply for a new one until one calendar month after the date you close it.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Subscriptions","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915611923680218952,"question":"Are there any fees for the business US dollar account?\n","answer":"There’s a £5 a month subscription fee for the account. We’ll take this on the first day of the month from your British pounds business account.
\n\nWe don’t charge a fee if you:
\nIf you move money between your Starling accounts
\n\nYou can move money between your business US dollar account and another account you have with us that’s in a different currency. Each time you do, that money is converted between currencies, and you’ll pay a 0.4% conversion fee on the money you want to move.
\n\nThe conversion fee is always 0.4%, no matter how much money you move or which currency you’re converting.
\n\nWe always show you the exact cost of converting money before you move it between your Starling accounts.
\n\nYou can find out more about fees and charges in our FAQs on our website.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Subscriptions","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915718015678498247,"question":"Do you offer overdrafts or loans on the business US dollar account?\n","answer":"We don't currently offer arranged overdrafts (overdrafts we've agreed with you in advance) or loans on any Starling currency accounts. This includes US dollar accounts.
\n\nWe usually decline any payments that would take your US dollar account balance below zero.
\n\nThere are a few cases where this might not happen, though. For example, a payment might still go through if it's processed offline, like if you're on a plane.
\n\nIf a payment goes through that takes the total account balance of your US dollar account below zero, this puts you in an 'unarranged overdraft'. This is an overdraft we haven't agreed with you in advance. We won’t charge you interest or fees on the amount you're overdrawn by, but you will have to pay back the amount to keep using your US dollar account.
\n\nIf you're struggling to pay back your unarranged overdraft, you can talk to our Financial Assistance team. You can either message us in the app at any time, or call us on 020 3841 4955 Monday to Friday, from 9am to 5pm.
\n\nWe'll take the time to understand your personal circumstances and let you know what support is available. Anything you tell us will be kept confidential and we'll only use it to support you.
\n\nFind out more about how we can help support you with money worries.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"Borrowing","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756034214085381,"question":"Who can open a business US dollar account?\n","answer":"You can apply for a business US dollar account in the Starling app by tapping Open a new account. You’ll need a Starling business account first.
\n\nOur accounts are subject to eligibility criteria. This means they’ll only be visible in the app to eligible customers and businesses.
\n\nWe can’t confirm if you’ll be eligible for a business US dollar account until you’ve opened a business account with us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"US Dollar accounts","subcategory":"USD Account Features","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915786453608383529,"question":"Which types of payments can I send and receive using my business US dollar account?","answer":"We’ve recently let you know that we’ll be removing the ability to receive payments through the Automated Clearing House (ACH) network.
\n\nIn its place, we will now offer you the ability to receive USD payments via SWIFT from any of our supported countries. You will now have access to a unique IBAN and BIC, which can be used to receive funds from the USA as well as countries outside of the USA.
\n\nYou can use your business US dollar account to:
\nIf you want to send a Fedwire payment (also known as a US dollar wire transfer), you can only do this from your British pounds Starling account.
\n\nYou can’t currently receive Fedwire payments into any Starling account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"US Dollar accounts","subcategory":"USD Account Features","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915629053404136976,"question":"Will I get a new debit card for my business US dollar account?\n","answer":"You won’t get a new debit card for your US dollar account. But you can make USD card payments from it using the debit card for your British pounds business account.
\n\nYou’ll first need to link your card to your US dollar account in the Starling app:
\n\nIf you don’t see this option, it means you’ve already linked your card to your US dollar account, so the ‘USD Card Spending’ toggle will be switched on.
\nWhen you link your card to your US dollar account, all card payments in US dollars will come from that account. Payments in other currencies will still come from your business account.
\n\nTo go back to using your British pounds business account for card payments in US dollars:
\n\nYou can’t deposit cash or cheques of any currency into your US dollar account.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Payments","featured":false,"priority":28,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915626246684950608,"question":"When are US dollar payments processed?\n","answer":"If we receive a payment for your business US dollar account, we’ll process it the same day subject to our standard checks.
\n\nIf you’re making a payment from your US dollar account and want it to leave on the same day, make sure you send it by 5pm UK time.
\n\nUS public holidays may delay payments to and from your US dollar account. You can send payments in the app on US public holidays, but we’ll process them the next working day after the public holiday.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Payments","featured":false,"priority":27,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915781439665291454,"question":"Can I set up Direct Debits and standing orders from my business US dollar account?\n","answer":"You can’t set up Direct Debits on business US dollar accounts. These are also known as ACH Pull or ACH Debit transactions.
\nYou can set up a standing order from your business US dollar account:
\nYour standing order will then show in the Scheduled tab.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Payments","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915631286641510153,"question":"What are the card limits for my business USD account?","answer":"You can spend the US dollar equivalent of £50,000 per day with your Starling debit card. And you can make a maximum of 50 card payments per day.
\nYou can also make up to 6 cash withdrawals per day, with a daily limit of £300.
\n\nYou can link your Starling debit card to your business US dollar account so card payments in US dollars come from it. If you do, you can spend up to the equivalent of £50,000 in US dollars with your card at the current day's exchange rate.
\nSome US card readers still use magstripe – the magnetic stripe on the back of your card – instead of chip and PIN or contactless. If a US merchant's card reader only supports magstripe, you'll need to turn magstripe on in the app for these payments to go through.
\n\nTo turn on magstripe for your card temporarily:
\nIf Magstripe payments are switched off and a payment is declined for this reason, we'll send you a notification in the app so you know why.
\n\nYou can ask the merchant if they’ll accept a bank transfer in US dollars, which you can send from your US dollar account in the app. Or you can ask the merchant if you can split your card payments across multiple days.
\n\nYou can send up to $25,000 per day from your business US dollar account.
\n\nThere are no limits on how much you can receive into your business US dollar account.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Payments","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915766838567586766,"question":"Where can I send money using my business US dollar account?\n","answer":"You can use your business US dollar account to send payments to US-based bank accounts, as long as they have an Automated Clearing House (ACH) routing number.
\n\nYou can only send US dollars from your business US dollar account.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Payments","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8993393008217112839,"question":"I’ve made a mistake with a payment – what should I do?","answer":"If you’ve made a mistake with a payment, let us know as soon as you can. We’ll do our best to recover the payment so that we can return the money to your account. But we can’t promise this will always be possible.
\n\nWhen you send an international payment from your US dollar account, it goes through the Automated Clearing House (ACH) network. This is a low-cost payment network used in the United States to move money between banks.
\n\nIt may involve one or more of our network of payment providers, which makes it harder to trace or recover the payment if there’s been a mistake. We’ll make reasonable efforts to get it back, but we can’t promise this will always be possible or how long this process will take.
\n\nIf we recover the payment, the amount you get back might be slightly less than you sent. This is because the bank that received the payment may charge a fee for sending the money back.
","accountTypes":["BUSINESS"],"category":"US Dollar accounts","subcategory":"US Dollar Payments","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915696231624819517,"question":"What is Currencycloud?","answer":"Currencycloud is a global payments provider we've partnered with so you can make some international payments.
\nCurrencycloud help us:
\nYou will need to contact us if you have a negative balance in an archived Kite or Connected Card Space. You can message us or live chat in the app or call us on 020 7930 4450.
\nIf you have other types of Spaces, you can unarchive them and then move the money. To unarchive a space: open the app, select 'Spaces', then 'Manage' then 'Archived Spaces'. Then tap the Space to unarchive and choose 'Restore Space'
\n\nEven after a spending Space is archived, it can still receive charges or payments-in. For example, offline card purchases that arrive late (e.g. underground tube travel) or refunds that were started before the Space was archived. Before October 2026, any such charges remained in the archived Space.
\nFrom October 2026, if an archived Space gets a new credit or debit charge, (for example, from an offline card transaction that occurred before you archived the Space) we will automatically allocate that balance to the main part of your account, to cover it.
\nThese transfers are an automatic process designed to ensure that the information you have about your account is complete and clear.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Spaces","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5946349673295529866,"question":"Who is eligible to refer a friend?","answer":"If you’re included in our referral scheme, you’ll see this option to share a code in the Refer a Friend section of your app.
\nYou can only refer anyone who is:
\nWhat are VAT locks?
\nWhen you submit your VAT return to HMRC, those figures become part of your official records. VAT locks can play an important role in maintaining the integrity of your financial data.
\nVAT locks are a protective feature in our tool that prevents any modifications to transactions and figures after you've submitted these to HMRC.
\nOnce your VAT return has been filed through Accounting, we automatically apply a VAT lock to the relevant period. This means transactions dated within that locked period cannot be edited or deleted in Accounting.
\nWorking with locked periods
\nIf you discover an error in a locked period, don't worry. Read HMRC's guidance on how to correct VAT errors. If the correction is within HMRC's thresholds, you can make a correcting entry/ies in your current, unlocked period. This could be done by creating a manual journal entry or manual transaction. This maintains the historical accuracy of your filed returns while ensuring your overall accounts remain correct.
\nVAT locks aren't obstacles – they're safeguards that protect both your business and the integrity of your records, giving you confidence that your filed figures remain trustworthy and unaltered.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"VAT in accounting","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5071715577710463295,"question":"What is Starling’s new Business Refer a Friend programme?","answer":"We’re currently testing a Business Refer a Friend programme with a limited group of customers.
\nIf you’re part of this group, you can invite your network and friends to join Starling as a business customer. You can’t refer someone who is already a Starling customer, or who used to be a Starling customer.
\nIf the person or business you invite successfully opens a new Starling business account or sole trader account and makes at least 1 qualifying transaction within 30 days of opening their account, you’ll both receive a reward. You’ll find full details of the reward value, reward requirements and eligibility criteria in the app.
\nYou can learn more about how Refer a Friend works in our FAQ, or read our Refer a Friend terms and conditions.
\nThe Refer a Friend programme isn’t available to everyone yet
\nWe’re testing it with a limited group of business and sole trader customers to begin with.
\nIf you can’t see the referral code in the Starling app, it means you can't refer a business or sole trader and get a reward at the moment.
\nBut we plan to introduce it to more people in the future, so check back soon.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":122,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5072344079902067391,"question":"What’s the reward for successfully referring someone to Starling?","answer":"If you successfully refer a new business or sole trader to Starling, both of you will receive a reward added to a dedicated Space called ‘Rewards’ in your accounts. You’ll find full details of the reward value, reward requirements and eligibility criteria in the app.
\nFor a referral to be successful, the business or sole trader you refer must:
\nFor qualifying transactions, there is no minimum spend and they can use a virtual card, debit card stored in a mobile wallet, or a physical debit card linked to the newly opened account.
\nThe type of payments that won’t count towards a successful referral are:
\nThe reward includes any VAT that applies. You’re responsible for checking whether any tax (including VAT) is payable on the reward and for accounting for it accordingly. We recommend getting independent tax advice.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":121,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5072505004737119098,"question":"Are there any restrictions or limits for referring a business?","answer":"You can refer up to 10 new business accounts to us. Whether you refer a combination of business or sole trader accounts, your code will no longer be valid after 10 successful referrals.
\nPeople who are referred through the scheme will not be able to self-refer or create circular referral chains.
\nFor a referral to be successful, the person you refer must successfully open a new business or sole trader account and make at least 1 qualifying transaction within 30 days.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":120,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5072927069081390497,"question":"How do Refer a Friend Spaces work?","answer":"When you refer someone to Starling and they successfully open a business or sole trader account with us and make a qualifying transaction within 30 days, you both earn a reward. You’ll find full details of the reward value, reward requirements and eligibility criteria in the app.
\nWe’ll add the reward to both of your accounts within 30 days of the referee completing their qualifying transaction. We’ll add the money to a Space in your account that we’ll automatically create for you, called a ‘Rewards’ Space.
\nSpaces are like pots of money in your account where you can keep money separate from your main balance. You can move money between your main account balance and Spaces – including your Rewards Space – any time you like.
\nThe money you have in your total account balance will be made up of the money in the main balance plus any money you have in Spaces.
\nIf you have a negative balance in your account, the reward you get for a successful referral will reduce that negative balance. For example, if you have -£30 in your main account, but £50 in the Rewards Space, your total account balance will be £20.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":119,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3346480542757439825,"question":"How do I bulk upload other account transactions to Starling Accounting?","answer":"You can add accounts you have with other banks to Starling Accounting to see all your balances and transactions in one place, and keep your reports accurate.
\nTo manually add a bank account to Accounting:
\nOnce you’ve added your account, you can add its transactions. If you have a lot of past transactions to add, it’s quicker to bulk upload them using our template file than to add them manually one by one.
\nTo bulk upload your account’s transactions:
\nYour CSV file needs to keep the template file’s format. Keep the columns in the same order as they are in the template, and use these headers:
\nMost common upload mistakes
Here are the most common upload errors and how to fix them:
| Error message | \nWhat happened, and how to fix it | \n
|---|---|
| ‘This file type isn't supported, please upload a CSV file’ | \n\n You uploaded an Excel (.xlsx), Numbers, or PDF file. \nSave or export your spreadsheet as a CSV file before you upload it. \n | \n
| ‘Column headers don't match the template. Please keep the original headers.’ | \n\n The first row of your file was changed. Re-download our transaction file template and make sure you don’t change the column headers in row 1. \n | \n
| ‘Dates can't be within a locked accounting period…’ | \n\n You've tried to upload transactions dated before a locked accounting period (for example, before 6 Apr 2026). You can either remove these transactions from your file, or remove your accounting lock to upload them. \nIf you remove the accounting lock and make any changes that affect a previously submitted tax return, you'll need to resubmit it to HMRC. \n | \n
| ‘Invalid date format, make sure it's DD/MM/YYYY\" | \n\n Some dates in your file aren't written as DD/MM/YYYY. Update them to this format – for example, 26/04/2026. \n | \n
| ‘Remove any currency symbols’ | \n\n Your amount column includes currency symbols. You need to remove these so each cell only has the number, for example 50.00 instead of £50.00. \n | \n
| ‘Missing data…’ or ‘Enter a transaction amount’ | \n\n Each row needs a date, description, and amount. Fill in the missing information in any highlighted rows. \n | \n
| ‘File is too big, make sure it has no more than 10,000 rows’ | \n\n Your file has too many rows. Split your data into two or more CSV files and upload them one at a time. \n | \n
Managing your transactions
Once you've uploaded your account’s transactions, you may need to make some changes. You can delete an individual transaction without deleting any other transactions from the same upload. To do this:
Once you've deleted a transaction, you can't restore it. If you delete it by mistake, you'll need to add it again.
\nIf you want to delete all the transactions you've uploaded in a file, you can delete the file itself:
\nIf you add a credit card account you have with another provider to Starling Accounting, you’ll be able to see its balance and transactions in one place and keep your reports accurate.
\nOnce you add a credit card account, you can bulk upload its transactions to Accounting using a CSV file, or add them one by one.
\nYou might want to add a credit card account if:
\nTo add a credit card account to Accounting:
\nOnce you've added your account, you'll need to add its transactions. If you have a lot of past transactions to add, it's quicker to bulk upload them using our template file than to add them manually one by one.
\nTo bulk upload your account's transactions:
\nHow to record credit card transactions in the template file
Credit card statements are written differently to bank statements, and it matters when you’re preparing a CSV file with credit card transactions.
On a regular bank statement, money going out of your account (an expense) is shown as negative, and money coming into your account (income) is shown as positive. On a credit card statement, it's the opposite – a purchase you make on a credit card increases what you owe and shows as a positive amount, while a payment towards your balance reduces what you owe and shows as a negative amount.
\nIf you copy your credit card statement into the our transaction file template without changing anything, our system will read your purchases as income and payments towards your balance as expenses. Before you upload your CSV file, check that your transactions are the right way around. Purchase amounts need a minus sign in front of them (for example, -50) while payments towards your credit card balance should be recorded as a positive amount with no sign (for example, 50).
\n\nYour CSV file needs to follow our template's format. Keep the columns in the same order as the template, and use these headers:
\n| Error message | \nWhat happened, and how to fix it | \n
|---|---|
| ‘This file type isn't supported, please upload a CSV file’ | \n\n You uploaded an Excel (.xlsx), Numbers, or PDF file. \nSave or export your spreadsheet as a CSV file before you upload it. \n | \n
| ‘Column headers don't match the template. Please keep the original headers.’ | \n\n The first row of your file was changed. Re-download our transaction file template and make sure you don’t change the column headers in row 1. \n | \n
| ‘Dates can't be within a locked accounting period…’ | \n\n You've tried to upload transactions dated before a locked accounting period (for example, before 6 Apr 2026). You can either remove these transactions from your file, or remove your accounting lock to upload them. \nIf you remove the accounting lock and make any changes that affect a previously submitted tax return, you'll need to resubmit it to HMRC. \n | \n
| ‘Invalid date format, make sure it's DD/MM/YYYY\" | \n\n Some dates in your file aren't written as DD/MM/YYYY. Update them to this format – for example, 26/04/2026. \n | \n
| ‘Remove any currency symbols’ | \n\n Your amount column includes currency symbols. You need to remove these so each cell only has the number, for example 50.00 instead of £50.00. \n | \n
| ‘Missing data…’ or ‘Enter a transaction amount’ | \n\n Each row needs a date, description, and amount. Fill in the missing information in any highlighted rows. \n | \n
| ‘File is too big, make sure it has no more than 10,000 rows’ | \n\n Your file has too many rows. Split your data into two or more CSV files and upload them one at a time. \n | \n
Once you've uploaded your account's transactions, you may need to make some changes.
You can delete an individual transaction without deleting any other transactions from the same upload. To do this:
Once you've deleted a transaction, you can't restore it. If you delete it by mistake, you'll need to add it again.
If you want to delete all the transactions you've uploaded in a file, you can delete the file itself:
Your safe locations are saved to your Starling account, so you won't need to add them again on each device. You'll just need to check each device is set up for safe locations:
\nOpen the app.
\nTap your account menu icon in the top-right corner of the home screen.
\nTap Settings.
\nTap Login and security.
\nTap Safe locations.
\nIf your device is set up for safe locations, you’ll be able to see your safe locations. Otherwise, you’ll see a different screen if:
\nlocation services need to be turned on for your device and the Starling app.
\nfingerprint or face security needs to be set up on your device and turned on for the Starling app.
\nIf location services stay turned off on your device
\nWe won't be able to tell if you're at one of your safe locations. This means you’ll need to use your fingerprint, face, or password every time you try to move money out of your Spaces and savings accounts - no matter where you are.
\nIf fingerprint or face security stays turned off on your device
\nYou’ll need to enter your password to move money out of your Spaces and savings accounts when you're not in one of your safe locations.
\n\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Accounts & Setup","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3915678847188749237,"question":"I’ve closed my account. Why’s there still money in it?\n","answer":"When we close your account, we email you a closing statement.
\nSometimes, that statement may show there’s still money in your account, even though it’s closed. And we’ll try to contact you to tell you there’s still money in your closed account.
\nThis may happen if a payment wasn’t fully processed or if you didn’t move all the money out of your account before it was closed.
\nIf there’s any money left in your closed account, we’ll try to contact you to ask where you’d like us to send it.
\nIf we don't hear back from you, we'll send a cheque to the registered address we hold for you. For closed business current accounts, this will be the business address on the Companies House register.
\nFor closed euro or business US dollar accounts, we may be able to move the money to your linked Starling account. Or, if that's closed, we'll send you a cheque.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":62,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8766066058793273944,"question":"How do I open and manage my joint Easy Saver?","answer":"To apply for a joint Easy Saver both account holders must:
Both account holders will need to go through eligibility and fraud checks.
You can open and manage your joint Easy Saver in the app. Go to the Spaces section and tap the 'Saving' tab to find the Easy Saver. Both account holders can move money in a joint Easy Saver.
","accountTypes":["JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":71,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":886075586299971170,"question":"How do I open and manage my Easy Saver?","answer":"To apply for an Easy Saver, you must:
\n- have an open Starling personal current account.
\n- be aged 18 or over.
\n- be a UK resident.
\nAs we are a regulated bank, you also need to go through some additional eligibility and fraud checks. We'll use the personal information we hold for you to complete these checks. If you need to update any of these details, make sure to do this before submitting your application.
\nYou can open and manage your Easy Saver in the app – just go to Spaces and tap the 'Saving' tab to find the Easy Saver. You can also add and withdraw money in online banking.
\nYou can only have one Easy Saver open.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":70,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":551225182154410409,"question":"Will my details be made public if I win?","answer":"We publish or make available information confirming that the draw took place, typically including the winner’s surname and county. You can object to your surname and county being published by emailing privacy@starlingbank.com. However, we may still be legally required to provide this information to the Advertising Standards Authority (ASA) upon request.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":554177215609783113,"question":"Who is not eligible to enter?","answer":"You will not be eligible if:
\nTo be eligible for the draw, you must:
\nAn eligible payment is a salary paid directly into your Starling Personal Current Account by your employer(s) via Bacs payment. You must receive a total minimum of £1,500 per calendar month. This can come from one single payment or multiple payments, provided all are sent via Bacs and arrive by 23:59 on the final day of the calendar month prior to the draw.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":551502155395516525,"question":"What personal data does Starling collect for this draw?","answer":"We collect your name, email address, and confirmation that your eligible salary has been paid into your account. We use your details strictly to fulfill the offer and communicate with you. If you don't receive emails or suspect your contact details are out of date, please contact Customer Service.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":553509777350216358,"question":"What payments are NOT considered eligible?","answer":"The following payments do not qualify, even if they equal or exceed £1,500:
\nThe draw is a promotion for eligible Starling Personal Current Account customers who have their monthly salary paid directly into their Starling account. Each month, 10 winners are selected at random to win £3,000, paid out in equal instalments of £250 per month for 12 consecutive months.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":552920496635530616,"question":"What happens to my prize payments if I close my account?","answer":"Prize payments are made only while your Starling Personal Current Account remains open. If you close your account at any point during the 12-month payout period, you will forfeit all remaining monthly payments. If a winner closes their account before payments begin, a reserve winner will be selected.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":550977135381532019,"question":"What happens if a winner passes away during the payout period?","answer":"If a winner dies before prize money starts paying out, their personal representative can claim the funds on behalf of the estate upon providing proof of authority.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":true,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":553153402301271047,"question":"How is the prize money paid out?","answer":"The prize is paid directly into your Starling Personal Current Account in 12 consecutive monthly instalments of £250. It is never paid out as a single lump sum. The first payment will be made within 30 days of the draw.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":553102245528620273,"question":"How and when are winners selected and contacted?","answer":"We run the draw monthly and select 10 winners at random, with each eligible entrant having an equal chance. We aim to contact winners by the last working day of the month via in-app message and/or email. Potential winners may be required to provide reasonable proof of identity, age, and address.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":550650992829418750,"question":"Can Starling change or end the promotion?","answer":"Yes. Starling reserves the right to change, replace, or cancel the prize draw at any time. Our decision is final in all matters relating to the draw. Terms are governed by the laws of England and Wales (or Scotland/Northern Ireland courts if you reside there).
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":551591386852708006,"question":"Can I win the draw more than once?","answer":"No. Customers who have previously won the prize draw are not eligible to win again.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":552722840034755626,"question":"Can I enter using a Joint Account or an Additional Account?","answer":"No. Salary payments into Joint Current Accounts, Additional GBP Accounts, or Euro/USD Accounts are not eligible. Only one standard Starling Personal Current Account per person can be used to enter the draw.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Promotions","subcategory":"Salary Prize Draw","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8082870385683677585,"question":"Can I send a standalone Settle Up for business payment link to a customer?","answer":"No, for the time being, you can only use Settle Up for business in Invoicing. This means you need to create an invoice, add a payment link to it, and then send the invoice to your customer.
\nThey’ll then be able to pay you through the payment link in the invoice. We plan to introduce standalone payment links in the future.
\nFind out more about how to access Settle Up for business.
\n\n\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8082520882262526613,"question":"Are there any fees for Settle Up for business?","answer":"There are no monthly or set-up fees. Instead, we’ll charge you a 1.6% payment fee for every payment you take using Settle Up for business. If you sign up for Settle Up for business but don't use it, you won’t be charged anything.
\nFees for payment disputes
\nIf a customer disputes a payment, we’ll investigate it. As part of the investigation, we’ll temporarily remove the money from your account and charge you a £10 fee. We’ll also charge you a variable fee from Visa or Mastercard. If you successfully challenge the dispute, we’ll add the original payment back into your account, but we won't refund the fees.
\nFind out more about payment disputes.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8080120797738976257,"question":"What is Settle Up for business?","answer":"Settle Up for business is a way of accepting online card payments from your customers. It’s a payment link that you can add to your invoices to help you get paid faster.
\nThere are no monthly or set-up fees. Instead we’ll charge you 1.6% for every payment you take with Settle Up for business.
\nCustomers can pay using physical cards, mobile wallets, and international bank cards – as long as they are Visa or Mastercard. But all payments and refunds will be in British pounds.
\nThere are individual, daily, weekly, and monthly payment limits on how much you can accept. Payments that take you over a limit will be declined.
\nFind out more about how to access Settle Up for business.
\nFind out more about Settle Up for business limits.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Getting Started","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8114999575986127464,"question":"Why can’t I see the accept payments option in the Starling app?","answer":"For now, only certain business and sole trader accounts will have access to Tap to Pay and Settle Up for business. This is based on our eligibility criteria.
\nBut we’re always reviewing our criteria so that more of our customers can use more of our products. So check back regularly to see if these features are available to you.
\nFind out more about the eligibility criteria for Tap to Pay and Settle Up for business.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Accepting payments","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8116335294839866527,"question":"Who is Adyen?","answer":"Adyen is a company we've partnered with to provide Tap to Pay and Settle Up for business. They're a payment service provider for Starling, which means they process payments for us on behalf of other businesses.
\nAs part of setting up Tap to Pay and Settle Up for business, you’ll have to read and agree to Adyen’s terms and conditions. This is because an account with Adyen will be set up for you to process the money you make from Tap to Pay and Settle Up for business.
\nAdyen will also be responsible for storing and managing your payment data. You can learn more about this in Adyen's privacy policy. You can also learn more about Adyen on their website.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8112357498865995007,"question":"Where can I see the payments I’ve received through Settle Up for business?","answer":"To see a payment for a specific invoice
\nTo see the individual payments that make up an income payment
\nThe money you make from Tap to Pay and Settle Up for business will be added to your Starling account the next working day after it’s been processed.
\nPayments taken on a Friday, Saturday, or Sunday will be added to your Starling account on a Monday – unless it’s a public holiday, in which case they’ll be added on the next working day after the holiday.
\nIf you take several payments in one day, we’ll send you one income payment that covers all of them. We’ll take off our fees, plus any refunds you owe, before sending the money to you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Accepting payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8115316287800427875,"question":"What is a chargeback?","answer":"A chargeback is when your customer’s bank disputes a card payment they made to you using Tap to Pay or Settle Up for business. A customer can raise a chargeback if they believe the payment was incorrect or fraudulent, or they weren’t happy with the goods or services they got. When someone raises a chargeback, they can request a full or part refund.
\nIf one of your customers disputes a payment, we’ll message you in the app to let you know. We’ll explain what you can do to challenge the chargeback, and the information you need to give us. If you don’t reply to our app message, we’ll also email you.
\nIf you don’t get back to us within 15 days of us receiving the chargeback, or if we don’t successfully challenge the chargeback, it’ll be accepted and we won’t be able to reverse it. If this happens, we’ll message you in the app or email you to let you know we’ve taken the money from your Starling account.
\nIt's important to know
\nIf your total Starling account balance (including your Spaces) is below zero and you get a chargeback, we’ll still take the original payment amount, the £10 chargeback fee, and the variable fee from Visa or Mastercard from your account. This will put you into an unarranged overdraft. We’ll contact you if this happens.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Refunds and chargebacks","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8111628064620957258,"question":"What happens to Settle Up for business if I close my account?","answer":"If you close your Starling account, you’ll no longer be able to use Settle Up for business. This means you won't be able to accept online card payments using Settle Up for business links, and any active payment links included in any invoices you’ve already sent will no longer be available.
\nYou're still responsible for any payments you’ve taken using Settle Up for business – including arranging any refunds and responding to any payment disputes.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8115396717889931484,"question":"What happens to a chargeback if I’ve removed Tap to Pay and Settle Up for business, or my Starling account is closed?","answer":"You can still get a chargeback from one of your customers even after you’ve removed Tap to Pay or Settle Up for business from your account, or if your Starling account is closed.
\nIf this happens, we’ll contact you. We’ll explain what you can do to challenge the chargeback and the information you need to give us.
\nIf you don’t reply to us within 15 days of us receiving the chargeback, or if we don’t successfully challenge the chargeback, it’ll be accepted, and we won’t be able to reverse it. We’ll contact you again to arrange how you’ll cover the chargeback payment.
\nFind out more about payment disputes.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Refunds and chargebacks","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8115991074501185123,"question":"What currencies can I accept with Tap to Pay and Settle Up for business?","answer":"You can accept Visa and Mastercard card payments from UK or international banks, but all payments will be accepted and processed in British pounds. Your customers won’t be able to choose to make the payment in any other currency.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Refunds and chargebacks","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8083487377919918595,"question":"Is Settle Up for business secure?","answer":"Yes, we take customer security seriously. Any data you enter while using Settle Up for business will be fully encrypted, and we never store your details permanently.
\nAny payment information, such as your card details, we have to process as part of making the payment will be managed in a highly secure system. For more information, please read our privacy policy.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8116285451616536140,"question":"How is the money I make from Tap to Pay and Settle Up for business processed?","answer":"When you take payments from customers using Tap to Pay or Settle Up for business, our payment service provider Adyen will hold the money in a separate account while it’s being processed. Once this money has been processed, we’ll add it to your Starling account the next working day.
\nThere can be delays to processing times. This can happen if you take a payment after midnight, which is the processing cut-off time, or because of circumstances outside of our control such as technical problems.
\nUnlike the money in your Starling account, the money in your Adyen account isn’t protected by the Financial Services Compensation Scheme (FSCS).
\nAs part of setting up Tap to Pay and Settle Up for business, you’ll have to read and agree to both our and Adyen’s terms and conditions. If you have an iPhone and want to use Tap to Pay, you’ll also need to read and agree to Apple’s terms and conditions.
\nFind out more about how your income is paid to you.
\nFind out more about Adyen.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Accepting payments","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8115678195246583785,"question":"How do refunds work for payments I take using Tap to Pay and Settle Up for business?","answer":"When you take payments from customers using Tap to Pay or Settle Up for business, our payment service provider Adyen will hold the money in a separate account while it’s being processed.
\nAdyen will process your sales and then send the money to your Starling account. The money for refunds comes from your processed sales that haven’t been paid into your Starling account yet.
\nFind out more about Adyen.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Refunds and chargebacks","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8084347830430878174,"question":"How do I refund payments taken with Settle Up for business?","answer":"To refund a payment taken with Settle Up for business:
\nThings to know before you refund a payment
\nAt the moment you can only access Settle Up for business through Invoicing. If you’re eligible, you’ll see the option to turn on Settle Up for business when you create a new invoice.
\nWhen you turn it on, you have the choice to add payment links to all future invoices by default, or to add them manually to each invoice you create. You can change this any time in your invoice settings.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Getting Started","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8112625758966661993,"question":"Do I get a receipt when someone pays me using Settle Up for business?","answer":"No, you don’t get a separate receipt when someone pays you through Settle Up for business.
\nThis is because the invoice that the payment link was connected to will update when someone pays you and this acts as your proof of payment.
\nIf your customer wants a receipt you can send them a copy of the paid invoice.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8111700977976102304,"question":"Can I remove Settle Up for business from my account?","answer":"Yes, if you no longer want to use Settle Up for business, you can remove it from your Starling account.
\nBut if you do this, Tap to Pay will also be removed. This means you won’t be able to accept contactless card payments from customers using the Starling app.
\nIf you remove Settle Up for business:
\nIf a customer disputes a payment after you remove Settle Up for business
\nWe'll temporarily remove the original sale amount from your Starling account while we investigate the dispute. We'll also charge a £10 fee, as well as a variable fee from Visa or Mastercard to cover the cost of processing the dispute.
\nIf you successfully challenge the dispute, we’ll add the original payment back into your account, but we won't refund the fees.
\nIf you’d still like to remove Settle Up for business, message us in the Help section of the Starling app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8115693278491135302,"question":"Can I get more than one chargeback on the same payment?","answer":"Yes, you can get more than one chargeback on the same Tap to Pay or Settle Up for business payment if the customer disputes it multiple times. We’ll charge you a £10 fee, plus a variable fee from Visa or Mastercard for your first chargeback. You might also be charged extra fees for each chargeback after that.
\nAt the moment, we’ll only manage your response to the first chargeback on a payment, regardless of the outcome. We won’t manage any further responses on the same chargeback claim. This means you’re responsible for any subsequent chargebacks, as well as any fees or penalties for those chargebacks.
\nWe’ll let you know if we start supporting more than one response to a single chargeback.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Refunds and chargebacks","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8111861554741134070,"question":"Can I get a copy of my Settle Up for business transaction history?","answer":"Yes, just message us in the Help section of the Starling app to ask for a copy of your Settle Up for business transaction history.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8112750131933104174,"question":"Can I change my Settle Up for business limits?","answer":"Right now, you can’t change your limits for Settle Up for business. But we’ll review them regularly, and let you know if they change.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8112635916174443074,"question":"Are there any limits on how much I can accept with Settle Up for business?","answer":"Yes, there are limits to how much you can accept using Settle Up for business:
\nIf a payment will take you over one of these limits
\nIt’ll be declined and your customer will either need to wait until a limit has refreshed to pay you, or use a different payment method, such as a bank transfer.
\nThese limits are in place to help protect your business and customers. Right now, you can’t change the limits. But we’ll review them regularly, and let you know if they change.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8112733329849008330,"question":"Am I eligible for Tap to Pay and Settle Up for business?","answer":"If you're eligible for Tap to Pay and Settle Up for business, you'll see it in the Payments section of the Starling app.
\nBoth Tap to Pay and Settle Up for business are subject to eligibility criteria. This means that only customers who meet the criteria will be able to use these features. The following points are some of our criteria, but we'll also run fraud and financial crime checks as part of reviewing your application.
\nAdyen, our payment service provider, will also run their own eligibility checks. This includes reviewing your business against their list of restricted products and services.
\nFind out more about Adyen.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Getting Started","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8111995833802245950,"question":"A Settle Up for business payment was declined – what do I do next?","answer":"Ask your customer to try and pay you through the link using a different bank card or mobile wallet. If the payment still doesn’t go through, arrange a different payment method with your customer.
\nIf the problem keeps happening, message us in the Help section of the app, or email us at help@starlingbank.com.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Feature management","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8116541591670312279,"question":"What happens if a refund or chargeback puts my account into an unarranged overdraft?","answer":"Sometimes we have to take money from your Starling account to cover a Tap to Pay or Settle Up for business refund or chargeback. If you don't have enough money in your Starling account, this could put you into an unarranged overdraft.
\nAn unarranged overdraft happens when you don't have enough money in your bank account to cover a payment but the payment is taken anyway. You can find more information about unarranged overdrafts in our FAQs, or in your business account terms and conditions on our website.
\nIf a Tap to Pay or Settle Up for business refund or chargeback could put you into an unarranged overdraft, we'll let you know in advance. This will give you time to add enough money to your Starling account to cover the refund or chargeback.
\nTo help you stay in the know about your account, we recommend turning on notifications for the Starling app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accept payments","subcategory":"Settle Up for Business - Refunds and chargebacks","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6159886309079400506,"question":"What is my available balance in Tap to Pay? \n","answer":"On the Income tab in the Tap to Pay section of the app, you'll see your Available balance.
\nWhat is my available balance?
\nWhen do I get paid my available balance?
\nSales processing times can vary
\nYes, if you no longer want to use Tap to Pay, you can remove it from your Starling account.
\nBut if you do this, Settle Up for business will also be removed. This means you won’t be able to add payment links to your invoices anymore.
\nIf you remove Tap to Pay:
\nIf a customer disputes payment after you remove Tap to Pay
\nWe'll temporarily remove the original sale amount from your Starling account while we investigate the dispute. We'll also charge a £10 fee, as well as a variable fee from Visa or Mastercard to cover the cost of processing of the dispute.
\nIf you successfully challenge the dispute, we’ll add the original sale back to your account, but we won't refund the fees.
\nIf you’d still like to remove Tap to Pay
\nThere isn't a minimum deposit amount to open an Easy Saver. You will earn interest on your Easy Saver balance up to and including £1,000,000. Because you can only earn interest on a maximum of £1,000,000.00, if your Easy Saver balance is over this amount, the interest you earn will stop compounding. This means we’ll calculate your daily interest based only on the maximum £1,000,000 balance, and will not include any interest earned but not yet paid into your account.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":69,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":437600345746915947,"question":"How do bonus rates work?","answer":"If you open a new Easy Saver with a bonus rate, then the overall interest rate of your account will be made up of the bonus rate and the standard rate during the bonus period. The bonus period will start from your account opening date.
\nYour bonus rate is fixed, so won’t change for the bonus period. The standard rate is variable though, which means it can go up and down. If the standard rate changes during the bonus period, then the overall interest rate will change too.
\nAs an example, let’s say you have a bonus rate of 1.25% AER on your Easy Saver. If the standard rate was 2.5% AER and this changed to 2.25% AER during the bonus period, you’d still earn the 1.25% AER bonus on top – meaning your overall rate would be 3.5% AER.
\nYour bonus rate may only apply to a part of your savings balance. For example, the bonus may only apply on balances up to and including £25,000. If this is the case, then balances up to and including £25,000 will earn the standard interest rate plus a fixed bonus, and anything over £25,000 will earn the standard rate of interest. When your bonus rate expires, all balances up to the account limit will earn the standard rate of interest.
\nWe calculate and compound interest daily based on your account’s overall interest rate and your Easy Saver's balance at the end of each day (plus any interest earned but not yet paid into your account). 'Compound' means we pay interest on the interest you've already earned. We pay interest into your Easy Saver on the first day of every month.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":68,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4216537532702936702,"question":"How do I access the Amazon gift card for the student account?","answer":"To get the £50 Amazon Gift Card, you must have opened a student account between 10th August 2026 and 30th September 2026. You’ll need to complete the process of verifying your student status to qualify for the offer.
If you have already started to verify your student status before the end of 30th September and you go on to successfully open a student account within the 60 days afterwards, you will still be entitled to receive the gift Card.
To complete verifying your student status:
\nTo verify you’re a student, you need to give us:
\nOnce we’ve verified you’re a student and your student account is up and running, we’ll email you your gift card within 7 working days.
\nAmazon’s terms and conditions also apply.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Applying for a Student Account","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3824313762621505973,"question":"You’ve asked me to review a PCI Self-Assessment for Tap to Pay. What is it and why do I need to do it? ","answer":"When you sign up to features like Tap to Pay, you might be sent a PCI Self-Assessment Questionnaire (SAQ). The aim of the questionnaire is to prove you’re following the Payment Card Industry Data Security Standard (PCI DSS).
\nThe PCI DSS is a global standard set by the Payments Card Industry Security Standards Council (PCI SSC) and followed by the major card companies, such as Visa, Mastercard, and American Express. It makes sure that all businesses securely accept, process, store, or share any card data they receive from their customers.
\nIf the questionnaire applies to you, we’ll automatically fill it in based on what we know about your business. We’ll then email the questionnaire to you along with other Tap to Pay terms and conditions, and ask you to review it to make sure it’s correct.
\nIt's important you review the questionnaire as part of signing up to and using Tap to Pay. It confirms that you have the necessary security measures in place to protect your customers’ card data from fraud and security breaches.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3820419251598806459,"question":"Why can’t I see Tap to Pay in the Starling app?","answer":"For now, only certain business and sole trader accounts will have access to Tap to Pay. This is based on our eligibility criteria. But we’re always reviewing our criteria so that more of our customers can use more of our products. So check back regularly to see if Tap to Pay is available to you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6515310390323924522,"question":"Why am I not eligible for an eSIM?","answer":"There are a few reasons you might not be able to buy an eSIM plan from us.
\nAdyen is a company we've partnered with to provide Tap to Pay. They're a payment service provider for Starling, which means they process payments for us on behalf of other businesses.
\nAs part of setting up Tap to Pay, you’ll have to read and agree to Adyen’s terms and conditions. This is because an account with Adyen will be set up for you to process your Tap to Pay sales. You can learn more about how the money you make from Tap to Pay is processed here.
\nAdyen will also be responsible for storing and managing your payment data. You can learn more about this in Adyen's privacy policy. You can also learn more about Adyen on their website.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6515484549664163931,"question":"Where can I find my eSIM terms?","answer":"Here are links to the Gigs and Starling terms documents and privacy notices that apply to your eSIM plan.
\nTap to Pay is a way of accepting contactless card payments from your customers using the Starling app. Once you have Tap to Pay set up on your device, you’ll be able to take payments from physical debit and credit cards, as well as mobile wallets.
\nThere's no need for a separate card reader. You can take payments, send receipts, give refunds and review your past sales all in the Starling app. But you’ll only be able to accept and refund payments in the UK in British pounds.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6511816895434408569,"question":"What is a travel eSIM?","answer":"A travel eSIM is a data-only digital SIM built into your device that gives you local mobile data abroad. It sits alongside your primary SIM so calls and texts still work on your home number.
\n\n| Regular eSIM | \nTravel eSIM | \n
|---|---|
| Replaces your home SIM | \nRuns alongside your home SIM | \n
| Includes calls, texts, and data | \nData only – no calls or texts | \n
| Renews monthly | \nValid for a set duration | \n
| Tied to one home carrier | \nConnects to best available network abroad | \n
Travel eSIMs are data-only. They don’t include a phone number, voice calls, or SMS. Your regular SIM continues to handle calls and texts while abroad.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":11,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6512584851986400659,"question":"What does my eSIM plan include? ","answer":"Our eSIM plans are data only. They do not include calls or texts — your primary SIM handles those while abroad.
\n\nOnce your eSIM is installed, here is what to check before you travel.
\n\nTurn off airplane mode. Your eSIM will search for a local partner network automatically. Allow a few minutes to connect.
\nIf it doesn’t connect within 5 minutes, see eSIM Activation Delayed or Stuck.
\n\nCheck your data balance in the app. We’ll send you a notification if you’re running low, and if you run out, you can buy a new plan.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":9,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3826480764638154438,"question":"Is Tap to Pay secure?","answer":"Whether you’re on an Apple or Android device, Tap to Pay is secure. We use the built-in security and privacy features of your device to make sure both your and your customers' data is always safe. All payment data is encrypted and your customers’ PINs are never stored.
\nWe’re also fully compliant with the Payment Card Industry Data Security Standards (PCI DSS). This is a set of global security standards created by the Payment Card Industry Security Standards Council (PCI SSC). It makes sure that any company that collects, processes, stores or sends cardholder data is secure.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3820655094911422351,"question":"Is Tap to Pay available on my phone?","answer":"Yes, you can only use Tap to Pay on a phone. But you’ll need a compatible device and operating system in order for it to work properly.
\nFor Apple devices, you’ll need an iPhone XS or later. For Android devices, your operating system needs to be Android 12 or newer.
\nThese device requirements will most likely change in the future as new devices and operating systems are introduced.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6515177304069195745,"question":"Is my device unlocked?","answer":"Your device must be unlocked to use an eSIM. An unlocked device works with any provider, whereas a locked device only works with the provider it was sold by.
\n\niPhone: Settings → General → About → scroll to Carrier Lock. If it says ‘No SIM restrictions’, your device is unlocked.
\nAndroid / Samsung: Settings → Connections → Mobile networks. Look for a Network Lock or SIM lock status field. The path varies by manufacturer — search ‘lock’ in your Settings search bar if you cannot find it.
\nAlternative for any device: Insert a SIM card from a different provider. If you can make a call or use data with it, your device is unlocked.
\n\nContact the provider you bought the device from and ask for an unlock. Most providers unlock devices once you’ve met your contract or payment terms. It usually takes 1 to 3 business days.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":8,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6512821105989535013,"question":"How will I receive my eSIM?","answer":"After you buy your eSIM plan, your eSIM details are delivered digitally — there is no physical card. All you need to do is install it on your device, then turn it on just before or when you arrive at your destination.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":7,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6513791517423783432,"question":"How to install your eSIM — Samsung\n","answer":"Samsung devices use a slightly different path from standard Android.
\nBefore you start, make sure you have a stable Wi-Fi connection. Then tap ‘Install eSIM’ from the Starling app. You’ll be guided through the installation steps – just make sure you:
\nOnce you’ve installed your eSIM, you’ll just need to check it’s turned on before you travel – see ‘What do I do after installing my eSIM?’.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":6,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","ANDROID"]},"labels":[]},{"id":6513980641001882402,"question":"How to install your eSIM — iPhone","answer":"Before you start, make sure you have a stable Wi-Fi connection. Then tap ‘Install eSIM’ from the Starling app. You’ll be guided through the installation steps – just make sure you:
\nOnce you’ve installed your eSIM, you’ll just need to check it’s turned on before you travel – see ‘What do I do after installing my eSIM?’.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":5,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":6513592347089850224,"question":"How to install your eSIM — Android","answer":"Steps vary slightly by manufacturer. The below steps apply to most Android devices.
\nBefore you start, make sure you have a stable Wi-Fi connection. Then tap ‘Install eSIM’ from the Starling app. You’ll be guided through the installation steps – just make sure you:
\nOnce you’ve installed your eSIM, you’ll just need to check it’s turned on before you travel – see ‘What do I do after installing my eSIM?’.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":4,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","ANDROID"]},"labels":[]},{"id":6513309680221310749,"question":"How do I set up my eSIM?\n","answer":"Setting up your eSIM involves two separate steps.
\n\nInstalling the eSIM downloads the eSIM profile onto your device. This happens after you’ve bought your plan, and you tap ‘Install eSIM’ and follow the steps. You should install the eSIM before you travel — this way all you need to do is turn it on just before or when you arrive at your destination.
\nTo install your eSIM, you should be connected to WiFi.
\nFor more information on the installation steps, see ‘How to install your eSIM’ for:
\nOnce you’ve installed your eSIM, you’ll need to turn it on. This means it’ll be ready to connect when you arrive at your destination.
\nTo turn on your eSIM, tap ‘Turn on eSIM’ and follow the steps to check and update your settings.
\nYou’ll need to make sure data roaming is turned on for your eSIM and turned off for your primary SIM, and you’ve set your eSIM as the preferred SIM for data.
\nOnce you’ve turned it on, it’ll connect to a network automatically when you arrive.
\n\nThis just means you’ve installed and turned on your eSIM, so there’s nothing left for you to do. Once you arrive, it’ll connect to a network automatically. And when you start using data, it’ll show as ‘In use’.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":3,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3820840227350922514,"question":"How do I access Tap to Pay?","answer":"To access Tap to Pay, you’ll need a Starling business or sole trader account. To get started, go to the Payments section of the app, and then select Tap to Pay on iPhone or Tap to Pay on Android – depending on your device.
\nAs part of setting up Tap to Pay, you’ll need to agree to both our and Adyen’s terms and conditions. Adyen is a company we’ve partnered with to provide Tap to Pay. You can learn more about who Adyen are here.
\nWe might also need to contact you to get some extra information about your business before you can use Tap to Pay. Once we have this information, it can take up to 4 working days to review it and get back to you. If everything is approved, you can start accepting contactless payments straight away.
\nIf you aren’t approved for Tap to Pay, unfortunately there’s nothing we can do to change this decision. You can contact us about this, but depending on why you’re not eligible, we might not be able to give you any more details.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6514569580083626638,"question":"Can I install my eSIM while using in-flight Wi-Fi?","answer":"It depends on your device.
\niPhone: Yes. You can install your eSIM using in-flight Wi-Fi on an iPhone, as long as the connection is stable enough.
\nAndroid: In most cases, no. Android devices usually require a stronger and more stable connection to complete eSIM installation. In-flight Wi-Fi is usually not reliable enough.
\nTo avoid any issues, we recommend installing your eSIM before you board. It takes less than a minute on a normal Wi-Fi connection and removes any risk of issues mid-flight.
\n\nNo. Your eSIM will only connect when it detects a local partner network on the ground.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":2,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6514976207895610026,"question":"Can I install my eSIM on multiple devices?","answer":"No. An eSIM can only be installed on one device at a time.
\n\nIf you get a new device mid-trip, you will need to contact Gigs to get a new eSIM. You can do this by going to the ‘Travel data’ section of the app and tapping the question mark in the top-right – then tap ‘Chat to our eSIM provider’ to start a live chat.
\n\nMost devices support storing multiple eSIMs at the same time, but only one can be active for data. You can keep both your home eSIM and travel eSIM installed and switch between them.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Getting started with eSIMs","featured":false,"priority":1,"context":{"appScreen":["E_SIM_GETTING_STARTED"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3825682119018825686,"question":"Are there any fees for Tap to Pay?","answer":"There are no monthly fees or setup fees. Instead, we’ll charge you a 1.6% payment fee for every sale you make. If you sign up for Tap to Pay but don't use it, you won’t be charged anything.
\nIf one of your customers disputes a payment they made to you, we can investigate this for you. We charge a £10 fee for each chargeback, and apply a variable fee which we pass on from Visa or Mastercard.
\nWhen we investigate the dispute, we’ll temporarily remove the disputed amount from your account, and charge these fees. We won’t refund the fees, even if you successfully challenge the dispute.
\nYou can learn more about payment disputes here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3816012171674601125,"question":"Am I eligible for Tap to Pay?","answer":"If you're eligible for Tap to Pay, you'll see it in the Starling app. Just go to the Payments section of the app, and then select Tap to Pay on iPhone or Tap to Pay on Android – depending on your device.
Tap to Pay is subject to eligibility criteria. This means that only customers who meet the criteria will be able to access Tap to Pay. The following points are some of our criteria, but we'll also run fraud and financial crime checks as part of reviewing your application.
Adyen, our payment service provider, will also run their own eligibility checks. This includes reviewing your business against their list of restricted products and services.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Getting started with tap to pay","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915751848530231870,"question":"Who is bulk payments available to?","answer":"If you have a business account with us you can subscribe to monthly bulk payments for as little as £7 a month.
\nThey are not currently available on a Sole trader account.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Getting started with bulk payments","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915782152962396060,"question":"What information do you need to enter when setting up Starling Under 16s?","answer":"We require the legal name of the child and their date of birth.
\nTo open an Under 16s space we'll also need a photo of one of the following:
\nWe will not ask for the child's address as their card will be sent to your registered address.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Getting started with under 16s ","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915852003051391551,"question":"What happens when my child turns 16?","answer":"Under 16s cards are available for children aged 6 to 15. Your child's card will continue to work after they have turned 16. Although they are eligible to apply for a full Starling account at age 16, which includes more features - Find out more here.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Getting started with under 16s ","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915778651319321086,"question":"What does the bulk payments feature allow me to do?","answer":"Bulk payments lets you make several payments from your GBP business account in one go. This feature is useful for payroll, reimbursing staff expenses or paying suppliers, all at the same time.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Getting started with bulk payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915632065522388885,"question":"Other banks have deadlines for sending a bulk payment, does Starling?","answer":"No we do not have any deadlines, you can send your bulk payments 24/7.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Getting started with bulk payments","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915780235796038256,"question":"Is there a limit on the number of Under 16s Spaces I can have?","answer":"You can open up to 6 Under 16s Spaces on an account.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Getting started with under 16s ","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915711686568527319,"question":"If I create an Under 16s Space, does my child get their own app?","answer":"If you want them to, they can!
\nKids can get access to the Starling app and see their balance and transactions. The process uses nearby pairing, so make sure you are near each other when setting up.
\nTo set up access to the Starling app, follow these steps:
\nOn your device:
\nOn your child's device:
\nStarling is part of the Faster Payments network which means payments should be sent instantly, but sometimes it can take up to 2 hours.
\nAt Starling, we do everything we can to protect your account from fraud and keep your money safe. This means that - sometimes we might need to ask you some extra questions about a faster payment you're making, before we send it.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Getting started with bulk payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915661157466064656,"question":"How much does bulk payments cost?","answer":"Bulk payments is a monthly subscription, which costs £7 a month. Users are billed on the first day of the month.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Getting started with bulk payments","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915800200010743958,"question":"How long will it take to receive an Under 16s card?","answer":"The child should receive their card within 5-7 working days after the Space has been approved. If you haven’t received it after 9 working days, please get in touch with Customer Service. You can get in touch via the app or through calling 0207 930 4450 - we're available 24/7.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Getting started with under 16s ","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915711419240957456,"question":"How do I set up an Under 16s Space and card for my child?","answer":"You will need to have a personal or joint account with Starling. To set up an Under 16s Space, go to the Spaces section of the app then choose Under 16s Space from the list of Spaces on top of your screen.
\nWe'll then ask you for some documents to confirm the child's name.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Getting started with under 16s ","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915614018294203171,"question":"How do I set up access to the Starling app for an Under 16s card?","answer":"Once you have set up an Under 16s Space for your child, they can get access to the Starling app and see their balance and transactions. The process uses nearby pairing, so make sure you are near each other when completing setup. To set up access to the Starling app, follow these steps:
\nOn your device:
\nOn your child's device:
\nIn online banking go to \"Account Details\" in the sidebar, then select the \"Subscriptions\" tab. Here you will be able to subscribe to \"Bulk Payments\".
You can also sign up in your mobile app; go to your business account and on the main menu you will see \"Subscriptions\". Here, you will be able to subscribe to \"Bulk Payments\".
Once you have subscribed, you will find Bulk Payments under the \"Payments\" tab in online banking.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Getting started with bulk payments","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915706501067457505,"question":"What are the card limits for my business GBP account?","answer":"You can spend up to £50,000 each day with your card if you have a business account, across a maximum of 50 payments.
\nYou can spend up to £10,000 each day with your card if you have a sole trader account, across a maximum of 50 payments.
\nYou can also make up to 6 cash withdrawals per day, with a daily limit of £300.
\nIf you have questions or need any help, reply to this message. We’re here for you 24/7.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915631803267366987,"question":"I want to close my account","answer":"We'd be sorry to see you go, but if you're sure, you can close your personal account by following these steps:
\nIf you want to close your account and no longer have access to your Starling app, please call us on 020 7930 4450 (you'll need to replace the first 0 with +44 if you're calling us from abroad).
\nTo find out more about the data we hold on you after you close your account, please take a look at our Privacy Policy.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":93,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2798475496215431700,"question":"What if a merchant needs my old card details for a refund?","answer":"If a merchant needs the details of an expired or cancelled card to process a refund, reach out to customer support through the Help section of the app, and we can securely share those details with you.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Debit Card Queries","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":2798320672245960643,"question":"Why was I charged after cancelling my card?\n","answer":"In rare cases, payments can still be processed on a cancelled card.\nOffline payments, like those made on flights or trains, may complete after your card is cancelled if you authorised the transaction beforehand.\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":2797928700148074266,"question":"What happens to my card subscriptions when I get a new card?","answer":"If you selected 'Replace card' when ordering a new one, your recurring card subscriptions will automatically transfer over to your new card.
\nIf you selected 'Lost or stolen', your subscriptions will not automatically transfer. You will need to update your card details directly with each merchant.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card subscriptions ","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":2797672934361351611,"question":"How do I replace a lost, stolen, or damaged card?","answer":"You can order a replacement card in the app. Please make sure your address is up to date before ordering.
\nLost or stolen: Immediately cancels your current card for security and issues a new one.
\nReplace Card: Keeps your current card active while a new card is on its way. Use this option if you still have your physical card, but it’s damaged or worn out.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Debit Card Queries","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":2797389338361546161,"question":"How do I lock my card temporarily?\n","answer":"If your card is lost or stolen, you can lock it instantly from your app or online banking.
\nIn the app:
\nIn online banking:
\nYou can order a replacement card in the app. Please make sure your address is up to date before ordering.
\nLost or stolen: Immediately cancels your current card for security and issues a new one.
\nReplace Card: Keeps your current card active while a new card is on its way. Use this option if you still have your physical card, but it’s damaged or worn out.
\n\nIf you selected ‘Replace card’ when ordering a new one, your recurring card subscriptions will automatically transfer over to your new card.
\nIf you selected ‘Lost or stolen’, your subscriptions will not automatically transfer. You will need to update your card details directly with each merchant.
\n\nIn rare cases, payments can still be processed on a cancelled card.
\nOffline payments, like those made on flights or trains, may complete after your card is cancelled if you authorised the transaction beforehand.
\n\nIf a merchant needs the details of an expired or cancelled card to process a refund, reach out to customer support through the Help section of the app, and we can securely share those details with you.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Debit Card Queries","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal","business","joint"]},{"id":3915666021217815103,"question":"I need a certified statement","answer":"All statements that you download in the app are verifiable, as indicated by the ‘True Copy’ stamp at the top of the statement.
\n\nIf you require a physical paper copy, you can download the relevant statement in the Starling app and then print it off at your convenience.
\n\nA verifiable bank statement from Starling can be provided to third parties as a true copy of your financial records. Examples of third parties who may require a certified or verifiable statement could include other banks/financial institutions, estate agents or mortgage brokers.
\n\nWhen your monthly account statement is generated it is automatically allocated a verifiable statement identification number. The identification number is included in the ‘True copy’ stamp at the top of each page of the downloadable PDF statement. This ID is specific to that particular monthly statement and is the key to confirming its authenticity with third parties.
\n\nThird parties who receive a verifiable bank statement from a Starling customer can easily verify its authenticity using the unique Verification identification number printed on the statement’s ‘True copy’ stamp.
\n\nTo verify the document, the third party can contact Starling Bank on: 020 7930 4450.
\nView-only is a type of account permission on Team Access. It means invited people can view information in your business or sole trader account, but they won’t have any control or access to your money. They’ll be able to view your account in the Starling app and online banking.
\nYou’ll still be responsible for your account, and any information that invited people have access to.
\nPeople with view-only access can:
\nThey won’t be able to:
\nIf the business uses Accounting or Invoicing, they also won’t be able to:
\nFor now, view-only is the only account permission available. But we’ll be introducing more in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Team Access","featured":false,"priority":51,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4218632239810104614,"question":"How does a student overdraft work? ","answer":"What is an overdraft?
\nAn overdraft is a way of borrowing money through your bank account, which can be useful as a short-term safety net. It should not be used for long-term borrowing.
\nThere are two types of overdraft. An arranged overdraft is where you agree with your bank to let you spend more money than you have in your bank account within an agreed limit.
\nAn unarranged overdraft is where you spend more than you have in your bank account without agreeing an overdraft with your bank or where you exceed your arranged overdraft limit. Usually we’ll decline any transactions that would put you into an unarranged overdraft.
\nIf for some reason this doesn't happen, we'll let you know and ask you to add money to your account. Information about how you use your account may be sent to credit reference agencies and using an unarranged overdraft can negatively affect your credit score which may make it more difficult to borrow money in the future.
\nWe can ask customers to repay all of their overdraft at any time.
\nAm I eligible for a student account overdraft?
\nTo be eligible to apply for a student overdraft, you need to first verify that you’re a student, have at least 2 years left on your degree, and be able to give us 3 years of UK address history.
\nWe’ll review all overdraft applications against our eligibility criteria and you may not be approved. We’ll also look at any other borrowing products, such as overdrafts and credit cards, you may have with other lenders. We may decline your overdraft application based on your other borrowing products, the amount you’ve borrowed and your repayment history. Student loan repayments aren’t taken into account as part of this application review.
\nYou can check your eligibility using our overdraft eligibility tool.
\nFees and charges
\nWe don’t charge interest or fees for the student overdraft, including for any declined payments.
\nWe also won't charge you any interest or fees for going into an unarranged overdraft. To see how much an overdraft could cost you, use our overdraft cost calculator.
\nHow your credit score is affected
\nTo be able to offer you an arranged overdraft, we run two credit checks: a soft check (which won't affect your credit score), and a hard check (which might).
\nOnce you have an arranged overdraft with us, we’ll report how you use your overdraft to the credit bureaus every month. As with any debt or borrowing, having an overdraft, depending how you use it, could affect your ability to borrow money in the future.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Overdraft","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4215331646633691884,"question":"Who is eligible for a student account?","answer":"To apply for a student account, you must:
\nIf we can’t verify that you're a full-time student, you can still apply for a personal account with us, but you won’t be able to access any student account benefits.
\nYou should use your Starling student account as your main account. This means you should get paid any regular income or student loans into this account.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Applying for a Student Account","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4217063159738289140,"question":"How can I get a letter to prove that I’m a student?","answer":"Once you’ve completed your university registration and enrollment, you can download an official student status letter directly from your university's online student portal.
\n\nThese steps might be slightly different depending on your university. If you’re unsure, we recommend contacting your university’s student support service.
\nTo verify you’re a student for your Starling student account, the letter needs to include:
\nTo apply for a student overdraft, you must first:
\nOnce you’ve done these steps, your personal account will turn into a student account. But only students who have given us 3 years of UK address history, and have at least 2 years left on their degree will be able to apply for an overdraft.
\nAll overdraft applications are subject to our eligibility criteria as well as a credit check, and you may not be approved.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Overdraft","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":345138976728500580,"question":"Will applying for an iwoca business loan affect my credit score?","answer":"Starting your iwoca loan application in the Starling app won’t affect your credit score.
\nWhen you apply for a loan, iwoca shares your information with credit reference agencies to run a soft credit check and confirm your identity – these checks don’t impact your credit score.
\nIf you decide to go ahead with a loan offer from iwoca, they’ll do a hard credit check as part of their final assessment. This hard check is reported on your credit file.
\nHow you use and repay your loan is also reported on your credit file and could affect your credit score.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":343679776376639238,"question":"Why can’t I view or manage my iwoca loan in my Starling account?","answer":"Because the loan is provided by iwoca, you need to go to their website to manage it. This includes:
\niwoca is a leading UK loan provider for small businesses. They’ve helped fund over 100,000 businesses since 2012.
\nWe’ve partnered with iwoca to offer business loans to eligible customers, but your loan is provided directly by iwoca. This means we’re not responsible for lending you any money, and you’ll manage your loan directly with iwoca.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":342787544847830733,"question":"Which bank account will my iwoca loan be paid into?","answer":"To make the process easy, we’ll automatically enter your Starling account details as part of your loan application. But you can change this to a different bank account if you prefer.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":342150451781584134,"question":"Is my business eligible for an iwoca loan?","answer":"To be eligible for an iwoca loan your business must:
\niwoca uses an automated process to decide if you’re eligible to apply for an iwoca loan. If your business is eligible, we’ll let you know in the Starling app and online banking.
\nFor more information on iwoca’s automated decision-making, read their privacy policy.
\nIf your business isn’t eligible for an iwoca loan, for example, if you don’t meet the criteria listed above, you won’t be able to apply for an iwoca loan.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":342190966057091515,"question":"If I already have an iwoca loan, can I apply for a top-up?","answer":"Yes, iwoca loans are flexible. This means during your loan term you can apply for a top-up. Usually, this top-up is only available after you’ve paid back a certain percentage of your original loan amount.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":341968299687297141,"question":"If I already have a Starling loan, can I also apply for an iwoca loan?","answer":"For the time being, you won’t be eligible to apply for an iwoca loan through Starling if you already have a Starling loan, overdraft, or credit card.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":342767081052456638,"question":"How long is my iwoca loan offer valid for, and what happens if it expires?\n","answer":"iwoca loan offers are valid for 30 days. If you don’t accept an offer before it expires, you’ll need to apply again. If you apply again, iwoca might not be able to offer you the same loan terms as before.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":342646016788547468,"question":"How long does the iwoca loan application take, and how quickly will the money be paid to me?\n","answer":"If you’re eligible, you can apply for an iwoca loan in just a few steps.
\nHow it works
\nOnce your loan application is approved, and the final credit and identity checks and e-signatures are done, iwoca will send the money to your Starling account, and it could be available within minutes.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":29,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":343103374376455944,"question":"Does Starling receive a commission if I take out a loan with iwoca?","answer":"Yes, if your loan application is successful, we’ll earn a commission. This is calculated as a percentage of the total amount you owe, plus a share of the interest you pay over time. This means our commission increases the more you borrow, and the longer you have the loan.
\nThis commission doesn't impact the price of your loan. This is because it's paid for by iwoca separately.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":28,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":341903639223619135,"question":"Do I need to provide a personal guarantee for an iwoca business loan?\n","answer":"Yes, the director who is applying for an iwoca loan will need to agree to provide a personal guarantee as part of their application.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":27,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":342144142974338140,"question":"Can I apply for an iwoca business loan as a sole trader?","answer":"No, only UK-registered limited companies are eligible for iwoca loans.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"iwoca Loans","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS","IWOCA_BCA_LOAN_APPLICATION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5518596493075300446,"question":"Will I get the Octopus Energy reward if Octopus declines my application to move to them?","answer":"No, if Octopus doesn’t accept your application to move your energy supply to them, you won’t get the reward.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Promotions","subcategory":"Octopus Energy Partnership","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5518545204604454142,"question":"What should I do if I’ve not received the Octopus Energy reward?","answer":"If you’re a new Octopus customer, make sure you’ve successfully moved your energy supply over to them.
\nIf you have any questions about your move to Octopus, you’ll need to get in touch with them.
\nWhether you're a new Octopus customer or not, you'll also need to make sure you've arranged to pay Octopus by Direct Debit from your Starling personal or joint account. You'll need to pay at least one Octopus bill by Direct Debit from your Starling account within 60 days of opting in to the offer.
\nOnce your first qualifying Direct Debit payment has gone through, it can take up to 60 days for us to pay the reward into your Starling account.
\nBefore you contact us for help, please make sure all the steps mentioned above have happened. If it's been 60 days or more since your first qualifying Direct Debit payment went through, and you still haven't got your reward, get in touch with us through the 'Help' section of the Starling app.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Promotions","subcategory":"Octopus Energy Partnership","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5518098967227944236,"question":"Will Starling tell me when I receive my Octopus Energy reward?","answer":"Yes, if you have notifications turned on for your device, we’ll send you one to tell you when we’ve paid the £50 into your Starling account. This will be labelled ‘Octopus reward’ in your transaction feed.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Promotions","subcategory":"Octopus Energy Partnership","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5517989497340644972,"question":"When will I receive my Octopus Energy reward?","answer":"Once you’ve opted into the offer, we’ll pay your £50 reward into your Starling account once your first Direct Debit payment to Octopus has been taken from that account.
\nYou should receive the reward within 60 days of that first payment going through, as long as you’re eligible and you’ve followed the steps to get it.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Promotions","subcategory":"Octopus Energy Partnership","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5073235026646159126,"question":"I have been referred, how do I get my reward?","answer":"Once your account has been approved, you’ll need to enter the referral code you were given by the person who referred you. You can do this by either tapping the message on your home screen, or by tapping into the account menu in the top-right corner, then ‘Refer a Friend’. You have 7 days from when your account is approved to enter the referral code – after 7 days you will no longer be eligible for the reward.
\nYou will need to make at least one qualifying transaction within 30 days of the code being accepted.
\nThe reward will then be added to your ‘Rewards’ Space within 30 days after that.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":118,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5072709573926275192,"question":"When will I get my reward for referring a business?","answer":"The £50 reward will be added to a Space called 'Rewards' in your account. We’ll create the Space for you, and the money will be added within 30 days of the referee completing their qualifying transaction.
\nIf the money hasn’t been added to a Space in your account after 30 days, message us in the Help section of the app and we’ll look into this for you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":116,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5072207210058631216,"question":"How do I refer a business?","answer":"To refer a business, you need to find your unique referral code in the app and send it to the person you want to refer.
\nYou can only refer new customers to Starling – they can’t be a previous or existing Starling customer. You can use your code to refer up to 10 successful referrals in total across any combination of business or sole trader accounts. After 10 successful referrals, your code will no longer be valid.
\nTo find and share your referral code:
\nBecause this business referral programme is new, we’re testing it with a limited number of customers to begin with.
\nIf you can’t see the referral code in the Starling app, it means you can't refer a friend and get a reward at the moment.
\nBut we plan to introduce it to more people in the future, so check back soon.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Refer a Friend","subcategory":"Refer a Friend","featured":false,"priority":112,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5071650221683851962,"question":"Who is eligible to Refer a Friend?","answer":"For the time being, only selected business and sole trader account customers will be able to refer businesses.
\nYou can refer anyone who:
\nYou can create a spending tracker in the Starling app:
\nTo create another tracker for a different category:
\nIf it’s been more than 7 days since you hit the £25 spend and you haven’t received your reward, get in touch with us:
\nNo. The offer is limited to one £25 Welcome Reward per customer.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Starling Affiliate Welcome Reward","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1870236914852317650,"question":"Do all transactions count towards the £25 spend requirement?","answer":"No. Some transactions won’t count towards the £25 spend. You can find more information on this in the terms and conditions.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Starling Affiliate Welcome Reward","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1870333696948191879,"question":"When and how will I receive my Welcome Reward payment?","answer":"Once you have met all qualifying criteria, we’ll transfer your £25 Welcome Reward into a dedicated Space named ‘Rewards’ in your Starling personal account. We’ll do this within 7 days.
\nYou must keep your account open to receive the reward.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Starling Affiliate Welcome Reward","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1869656450822718288,"question":"I am an existing Starling customer. Can I claim the Welcome Reward?","answer":"No. This promotion is only for new customers who have not previously opened or held a Starling personal account.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Starling Affiliate Welcome Reward","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1866836711846199298,"question":"I saw the offer advertised on a comparison site, but didn’t apply directly from their link. Will I still receive the reward if I spend £25?","answer":"No. To qualify, you must click through from the qualifying affiliate site and apply through our dedicated landing page so we can track and verify your application.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Starling Affiliate Welcome Reward","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1866514795273013808,"question":"Who is not eligible for the Starling Affiliate Welcome Reward?","answer":"You won’t qualify for the reward if:
\nTo get the £25 reward, you need to:
\nIf you open a new Starling personal account through a qualifying partner link between 18 August and 31 December, you can get £25 free. Just spend £25 using your new account within 30 days, and we’ll deposit £25 into a ‘Rewards’ Space in your app.
","accountTypes":["INDIVIDUAL"],"category":"Promotions","subcategory":"Starling Affiliate Welcome Reward","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4214697620438600491,"question":"What is the Starling student account?","answer":"Our student account is a personal account with all the usual personal account features. But it also comes with extra benefits for students in higher education – including the option for eligible students to apply for a £500 interest-free overdraft.
\nRead more about our student account.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Applying for a Student Account","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4217486890415965094,"question":"What happens to my student account if I change universities or leave early?","answer":"If you change universities or you leave university early, you need to get in touch and tell us. If based on what you tell us, you’re no longer eligible for a student account, it’ll be turned into a personal account.
\nWhen your account turns into a personal account, your student account benefits will stop.
\nIf you have a student overdraft, we'll turn it into a personal overdraft but this won't happen straight away. We'll contact you to give you information about:
\nYour account will automatically turn into a personal account after your course ends.
\nYour course end date is calculated based on the course start date and length of your degree, which you’ll provide as part of verifying you’re a student.
\nWhen your account turns into a personal account, your student account benefits will stop.
\nIf you have a student overdraft, we'll turn it into a personal overdraft but this won't happen straight away. We'll contact you to give you information about:
\nYou will be given a minimum of three months after your course ends before we start charging you interest.
\n","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Managing a Student Account","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4218370303560140775,"question":"If I’m verified for a student account, can I access other offers, such as reward programmes?","answer":"No unfortunately not, once you’re verified as a student, you’ll unlock your student account benefits. But because of this, you may not be eligible for any other reward programmes we may offer.
\nRead more about our student account.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Managing a Student Account","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4217843073714638396,"question":"I have a Starling personal account and overdraft already. Am I eligible for a student account and student overdraft? ","answer":"If you’re a full-time student in higher education, you may be eligible for a student account and overdraft.
\nBut if you already have a personal account and overdraft with us, you’ll need to repay any overdraft balance you owe us and cancel your overdraft first.
\nOnce you’ve done this, you can then verify that you’re a student – this will turn your personal account into a student account.
\nBut you should only do this if you’re confident you’ll be able to verify you’re a student. To verify you’re a student, you need to give us:
\nYour university acceptance letter must include:
\nTo be able to apply for an interest-free student overdraft, you’ll also need to give us 3 years of UK address history and have at least 2 years left on their degree.
\nOnce you’ve successfully verified you’re a student, you can apply for a student overdraft. All overdraft applications are subject to our eligibility criteria as well as a credit check, and you may not be approved.
\nYou can check your eligibility using our overdraft eligibility tool.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Applying for a Student Account","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4216187431210074563,"question":"I already have a Starling teen account. How do I change it to a student account?","answer":"If you have a teen account with us, it’ll automatically turn into a personal account when you turn 18. Once that happens, you can access a student account if you can verify that you’re a full-time student in higher education.
\nTo do this:
\nTo verify you’re a student, you need to give us:
\nYour university acceptance letter must include:
\nIf you have a personal account with us and you’re a full-time student in higher education, you can access a student account by verifying that you’re a student.
\nTo do this:
\nTo verify you’re a student, you need to give us:
\nYour university acceptance letter must include:
\nThe £10,000 prize will be paid into your Starling student account in one amount. We’ll send the money to your account within 60 days of you contacting us to confirm you accept the prize.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Prize Draw","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4219490266707609177,"question":"How will I know if I’ve won the student account prize draw?","answer":"There will be 3 winners selected for this prize draw.
\nThe winners will be selected randomly using a computer-generated process on 27th November 2026.
\nIf you are selected as a winner, we’ll send you an in-app message to let you know within 5 working days of selection.
\nWe’ll send you an email reminder if we don’t hear from you after a further 5 working days. You must confirm if you want to accept the prize within 14 days of us sending the in-app message. If you don’t, or if you tell us you don’t want to accept the prize, we’ll select another winner.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Prize Draw","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4216947712826557917,"question":"How does the student overdraft work?","answer":"The student overdraft is an interest-free £500 overdraft available to eligible full-time students in higher-education.
\nYou won’t automatically get an overdraft when you open a student account with us. You have to apply for it first, after you’ve verified that you’re a student.
\nAll overdraft applications are subject to our eligibility criteria as well as a credit check, and you may not be approved.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Overdraft","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4215452508284404724,"question":"How do I verify my student details in the Starling app?","answer":"You can verify that you’re a student after opening a personal account. To do this:
\nTo verify you’re a student, you need to give us:
\nYour university acceptance letter must include:
\nYou’ll automatically be entered into our free prize draw if you successfully verify that you’re a student by the end of the day on 31 October 2026.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Prize Draw","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4215502768749953427,"question":"Can international students apply for a student account?","answer":"Yes, international students can apply for a student account.
\nHowever, to apply for the £500 interest-free student overdraft, students need to be able to give us 3 years of UK address history, and have at least 2 years left on their degree.
\nRead more about our student account.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Applying for a Student Account","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4219315522984168043,"question":"Can I opt out of the student account prize draw? ","answer":"Yes, if you don’t want to be entered into the prize draw, you can opt out by emailing us at privacy@starlingbank.com. You must do this on or before 26th November 2026.
\nIf you've successfully verified you’re a student and don’t opt out before this date, you’ll be entered into the prize draw.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Prize Draw","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4218065521734209232,"question":"Can I increase my student overdraft? ","answer":"No, applications for the student overdraft can be for a minimum of £100 up to a maximum of £500. For the time being, you won't be able to increase your student overdraft limit once it's set. This means if you apply for an overdraft limit of £200 and are accepted, you won't be able to increase the limit to £500.
\nIf you’re having money difficulties, Starling’s budgeting tools are designed to make money management easier. If you’d like to talk to us about anything, you can message us in the Starling app.
\nIf you need extra support and would like free independent advice, you can call the Money Advice Service on 0800 138 7777.
","accountTypes":["INDIVIDUAL"],"category":"Student Accounts","subcategory":"Student Overdraft","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6656593675481858939,"question":"How do I restart a subscription I previously cancelled?","answer":"If you've cancelled a card subscription and decide you want to start it up again, you will need to contact the merchant directly. \nIn most cases, you can easily restart it by logging into your account on the merchant's website and re-entering your card details.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card subscriptions ","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6656149451402464571,"question":"Can I change the details of a subscription in the app?","answer":"No, you can’t change the payment amount or date of a card subscription through the app. You only have the option to cancel it. \nIf you want to do this, contact the merchant.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card subscriptions ","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6655820841744875914,"question":"How do I cancel a card subscription?","answer":"You can easily stop future payments for a card subscription directly from your app. Just follow these steps:
\nReview the prompt on your screen and tap Cancel to confirm your decision.
\nOnce a tick appears, your card subscription has been successfully cancelled.
\nCancelling a card subscription in the app stops the payments, but it does not cancel any ongoing contracts or agreements you have with the merchant. You should always contact the merchant directly to formally cancel the service.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card subscriptions ","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6655564398580419982,"question":"How can I identify a card subscription?","answer":"Because they usually occur for the same amount at the same time each month, they are easy to spot. You can view them directly in our app:
\nGo to the Payments section and check the Scheduled tab. Subscriptions are labelled as a \"card payment\" to tell it apart from a standing order or Direct Debit.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card subscriptions ","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6655518419511299939,"question":"What is a card subscription?","answer":"A card subscription is a recurring payment without a specified end date. When you set one up, you give a merchant ongoing permission to take payments from your card.\nYou'll often see these used for services like Spotify, Netflix, Amazon, or gym memberships, where payments are usually taken for the same amount at the same time each month.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card subscriptions ","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6270507178406267673,"question":"My app says one of my bills has gone up. How do you work this out?","answer":"For Direct Debits and card subscriptions, we compare each new payment to the last one you made to that individual or business.
\nIf it's gone up or down by at least 2.5%, and by at least 50p, we'll let you know. If you have a euro or US dollar account, we use €0.50 or $0.50 instead.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":45,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6270486161481614712,"question":"Can you tell me if one of my bills has gone up or down?","answer":"Yes, we’ll let you know when we spot a change in the price of your recurring payments – whether it’s a Direct Debit or card subscription.
\nFor Direct Debits, you’ll get a notification the day before your payment is due, giving you advance notice before any money leaves your account.
\nFor card subscriptions, you’ll get a notification as soon as the payment goes through.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915775487406392527,"question":"How do I open a personal current account as an international student in the UK?","answer":"To apply for a Starling account, you'll need to give us a valid government-issued photo ID, a video selfie, and a document that proves your address.
\n\nIf you’re an international student, we can accept a letter from your university that confirms your term time address – as long as it’s signed and dated within the last 3 months.
\n\nYour university letter must be from a recognised university, and include your campus as the official address on the letter. We'll need to be able to match the address for your student housing to the application address. If the address includes a flat or room number, you'll need to follow this format:
\n\nWhen providing documents in your account application, make sure the whole document is clearly visible, including all four corners.
\n\nYou can read more about the documents you need for your application.
\n\nWhen your account is open you can verify as a student, if you meet the eligible criteria. Read more about our student account.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":70,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4226984215990453891,"question":"How do I set up automatic transfers into a Space?","answer":"Automatic transfers let you transfer money into a space on a regular basis. This can be done with regular Spaces and Under 16s spaces but not Connected Card Spaces.
\nYou can transfer a fixed amount every time, or automatically top-up the Space to a specified amount.
\nFor example, if an automatic top-up transfer is set for £40.00 and there is 2p in the space already, it adds £39.98 on the scheduled date to make the total of the space £40.00.
\nAutomatic transfers usually happen around 01:15.
\nIf there is not enough money in the main account when an automatic transfer is attempted, it will decline and won’t try again. You can have only one automatic transfer per Space.
\nUsing the Starling app as an under 16 gives limited, read-only features which help children learn about managing their money in a safe way. It’s linked to their parent’s or guardian’s app.
\nIn the app, they can see:
\nUnder 16s App can be set up in two different ways, using the ‘Nearby’ or ‘QR Code’ methods.
\n\nIf you want to remove your child’s access to Under 16s App for any reason, you can do this in the Starling App.
\nOnly one device can have access to an Under 16s App at a time. If the child has a new phone and would like to log into their Under 16s App on the new device, you need to remove the old device from the Under 16s Space first. To do this:
\nWhen an automatic transfer is set up, there is an option to select a date when automatic transfers will end. Whether you selected a date or left it as the default ‘until cancelled’, you can cancel them immediately in the app:
\nIf your company is registered for VAT, you'll need to submit VAT Returns regularly. This guide walks you through how to review and file your VAT Return with our accounting tool.
\nHere's how it works:
\n1. Find your VAT Return
\nWithin Accounting, go to VAT from the main navigation. Here you'll find your VAT overview screen, listing all your historic, active, due, and overdue submissions. This list is provided by HMRC and we list the returns in date order, showing active ones first, followed by any due or overdue ones.
\nYou can also access your VAT Returns and VAT payment deadlines directly from My tasks, which can help you meet your filing and payment deadlines.
\nVAT Return statuses and what they mean:
\nActive: This return covers your current period. You can review it to see how much VAT you owe or are owed today based on the bank transactions, client invoices, supplier invoices, and expenses entered and reviewed in Accounting.
\nDue: The return period has finished. If your account is up to date with no transactions to review within or before the start of the VAT period, you can file them now.
\nOverdue filing: The return period has passed the due date. You should file them as soon as possible to avoid further VAT penalties or charges from HMRC.
\nPayment due and Payment overdue: You've filed these returns but either haven't paid them yet or haven't marked them as paid. To mark a return as paid, click into the return and select Mark as paid. To make a payment, see section 5: How to make payment or mark a refund as received. If your payment is overdue, it's sensible to pay as soon as possible. Otherwise, HMRC may charge you interest on your debt. You may also receive penalty points, which can add up to a charge.
\nRefund due: You've filed these returns and were due a refund from HMRC, but either haven't received it yet or haven't marked it as received. HMRC says refunds can take up to 30 days and will go straight into your bank account if they have your account details. Otherwise, they will send you a cheque. Once you receive the payment, click into the return and select Mark as received.
\nPaid and Reclaimed: These returns are fully complete and are there for your historic records.
\nOnce you're ready, click into a return for more options.
\n2. Understand your return
\nFrom within your VAT Return, you can see how your return breaks down. This includes:
\nVAT due on sales
VAT reclaimed on purchases
net VAT to pay or reclaim
total sales and purchase values
The total amount to pay or reclaim will be visible at the top.
\nTip: You can switch to previous VAT Returns using the VAT return selector to see how your historic filings compare.
\nWe explain each box with helpful guidance to give you confidence in what you're submitting. Switch to the Sales and Purchases tabs to see how each VAT box is calculated.
\n3. Review your Sales and Purchases
\nUse the Sales and Purchases tabs to review what your VAT Return includes. You'll see all your bank transactions, client invoices, and expenses that fall within the VAT period, along with their VAT treatment.
\nIf you find transactions dated outside the VAT period, this means they were added or reviewed after you submitted the VAT period they should have been included in. You can think of these as corrections that should have been filed previously. As long as the total VAT you owe to HMRC or are owed by HMRC as a result of these corrections is less than £10,000, HMRC should accept these corrections on your next return. If the errors are above £10,000, HMRC recommend that you contact them directly to tell them about the errors.
\nYou can:
\nview everything in one place
search the list using the search bar
understand how each transaction contributes to your box totals
4. Submit your return
\nOnce you're happy with everything, click Submit return.
\nYou'll get a confirmation straight away and a receipt ID from HMRC. That ID stays linked to your return and will show on the VAT overview screen. If you ever need to prove submission, it's easy to find in your VAT returns overview.
\n5. How to make payment or mark a refund as received
\nThe deadline for VAT Returns and payments is typically one month and seven days after the end date of the VAT period. For instance, a VAT period covering 1 January to 31 March has a submission and payment deadline of 7 May.
\nTo make a payment:
\nClick the Pay button on your VAT Return for bank details and instructions.
Or, select 'Pay on Gov.uk' to be directed to HMRC's website for secure payment.
We provide a direct link to After payment, select Mark as paid on the VAT Return to clear the outstanding task.
If you have a Direct Debit set up with HMRC, you won't need to pay and you won't receive a task to pay. You should still mark the return as paid to update its status. Our accounting tool will detect whether you have a Direct Debit set up in the HMRC response when you submit. If you haven't got a Direct Debit set up, you can do so directly with HMRC.
\nIf HMRC owes you money, they will usually repay you via bank transfer within 30 days of your submission, if they hold your bank details. Otherwise, they will send a cheque. Read HMRC's guidance on VAT repayments for more information. Once you've received payment, you can mark it as received from the return.
\nImportant information if you submit VAT returns annually
\nIf you submit VAT returns annually, the payment obligation task generated by our accounting tool won't cover all the payments you need to make. Please carefully read HMRC's guidance to understand when you should make payment.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"VAT in accounting","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3842580493623446922,"question":"Can I accept payments from customers any other way if Tap to Pay doesn’t work?","answer":"If Tap to Pay doesn’t work for any reason, you’ll see the option to take payments from your customers using a secure payment link. You’ll see the payment link in the Starling app after a Tap to Pay sale fails to go through.
\n\nThe payment link allows customers to pay you by securely entering their card details on their device. The link will only be active for 30 minutes, and your customer’s card details won’t be shared or stored if they use the payment link.
\n\nYou can share a payment link with a customer by generating a QR code that they can open on their device. You can also send it to them by email or messaging app.
\n\nThere are also limits to how much you can accept from customers using the payment link:
\n\nThe UK standard limit for a single contactless payment with a physical card is £100. For sales over £100, your customers will have to enter their PIN into your device. We’ll never store a customer’s PIN. Individual banks also set their own contactless card payment limits, but their customers can often change them.
\n\nThere are also limits to how much you can accept using Tap to Pay:
\n\nThese limits are in place to help protect your business and customers. Right now, you can’t change the limits. But we’ll continue to review them, and we’ll let you know if they change.
\n\nIf you try to accept a payment that takes you over one of these limits, we’ll let you know in the app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":41,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6524437910388753248,"question":"Why is my device using my primary SIM for data?","answer":"When using a travel eSIM alongside your primary SIM, both can be active at the same time. This can cause your device to route data through the wrong SIM or switch unexpectedly.
\n\nConfirm the correct data SIM is selected
\niPhone: Settings → Cellular → Cellular Data → select your travel eSIM
\nAndroid / Samsung: Settings → Connections → SIM card manager → Mobile data → select travel eSIM
After a restart, data may switch back to your primary SIM
\nThis is the most common cause. Some devices reset the default data SIM after it restarts. Check the setting each time you restart while abroad.
Turn off data on your primary SIM while abroad
\nTo avoid accidental roaming charges on your home plan:
\niPhone: Settings → Cellular → tap your home SIM → turn off Data Roaming and Turn On This Line (for data only — keep enabled for calls)
\nAndroid: Settings → Connections → SIM card manager → tap home SIM → disable mobile data for that line
Check for VPN interference
\nAn active VPN on your device can interfere with your eSIM. Try disabling the VPN and testing your connection.
Your eSIM connects to the best available local partner network in the country you are visiting. It switches automatically between providers to give you the strongest signal — you do not need to choose one manually.
\nThe network name on your phone may change
Because your eSIM can roam across multiple networks in the same country, the provider name displayed on your phone may change as you move between cities or regions.
How to keep automatic selection on
iPhone: Settings → Cellular → Network Selection → make sure Automatic is on
Android: Settings → Network & internet → Mobile network → Network operators → select Automatic
Only turn off automatic selection if you are trying to fix a connection issue.
Can I choose a specific network?
Yes, but you usually won’t need to. If you are trying to fix a connection issue and want to try a specific provider manually, go to the network selection setting above, turn off Automatic, and choose from the list of available networks in your area. Switch back to Automatic once connected.
Our data plans expire either when you use all your data or when the plan period ends — whichever comes first. Plans last for 30 days, starting when you arrive at your destination.
\nHow to check your expiry date
Open the app and go to ‘Travel data’ to view your active eSIM plan and its expiry date.
What happens when it expires?
Your eSIM stays installed on your device but data stops working. If you buy a new plan, it’ll reactivate your eSIM.
When your travel data allowance is used up, you won’t be able to connect to the internet using your eSIM. If you have Wi-Fi available, you can continue using the internet normally.
\nCan I get more data?
Yes — you can buy a new plan in the app for your existing eSIM. You don’t need to reinstall anything.
Does my plan automatically renew?
No. Travel plans do not renew automatically. When your data or plan period runs out, your eSIM goes offline until you purchase another plan.
Will I be charged automatically for extra data?
No, you won’t be charged for data beyond your allowance unless you choose to buy a new plan.
What if I buy a new plan but data still does not work?
Toggle airplane mode off and on after purchasing. If it still doesn’t connect, restart your device. If the issue continues, get in touch with Gigs through the app – go to the ‘Travel data’ section, and then tap the question mark in the top-right corner.
Your eSIM delivers mobile data at the speed available from the local partner network in each country. Speeds vary by destination, network, and device.
\nWhat speeds can I expect?
Where 4G LTE or 5G networks are available and supported by your device, you will connect at those speeds. In areas with only 3G or 2G coverage, speeds will be slower.
What happens when I reach my data limit?
When you reach your data limit, you’ll no longer be able to connect using your eSIM until you buy another plan.
Why might speeds be slow?
\nYour eSIM covers the countries included in your specific plan. Coverage varies by plan — check your plan details in the app for the exact country list.
\nHow to check coverage
Open the app → My Plan or Plan Details → look for a coverage list or supported countries section.
General coverage
Our eSIM plans cover 130+ countries through local partner networks. If a specific country is not listed in your plan, it’s not covered and you won’t be able to use your eSIM there.
| Error | \nMost likely cause | \nWhat to try | \n
|---|---|---|
| Unable to complete cellular plan change (iPhone) | \nDevice carrier-locked | \nCheck Carrier Lock in Settings → General → About | \n
| Couldn't add mobile plan / Activation failed (Android) | \nDevice locked or connectivity issue | \nConfirm device is unlocked and on stable Wi-Fi | \n
| SIM not supported / Device not compatible | \nDevice incompatible or region-restricted | \nCheck EID via *#06# — if no EID, device does not support eSIM | \n
| No activation code found (iPhone) | \niOS version below 12.1 | \nUpdate iOS via Settings → General → Software Update | \n
If none of these match your error
\nGet in touch with Gigs, our eSIM provider. Go to the ‘Travel data’ section of the app, and tap the question mark in the top-right – then tap ‘Chat to our eSIM provider’ to start a live chat.
If your eSIM is installed but isn’t letting you connect, follow these steps.
\n\nIn most cases, you can't reinstall an eSIM.
\n\nCheck if your device offers a restore option
\nSome devices store a copy of recently uninstalled eSIM profiles. Here’s how to check:
iPhone: Settings → Cellular → scroll down to look for a Recently Deleted section or an option to restore a previous eSIM
\nSamsung: Settings → Connections → SIM card manager → check for any stored profiles
If a restore option appears, try it. This only works on the same device the eSIM was originally installed on.
\n\nIf no restore option is available
\nGet in touch with Gigs, our eSIM provider – they should be able to issue you a new eSIM to install on your device.
\nGo to the ‘Travel data’ section of the app, and tap the question mark in the top-right – then tap ‘Chat to our eSIM provider’ to start a live chat.
If you’re trying to install your eSIM but it’s not working, follow these steps.
\n\nStill not working?
\nGet in touch with Gigs, our eSIM provider. Go to the ‘Travel data’ section of the app, and tap the question mark in the top-right – then tap ‘Chat to our eSIM provider’ to start a live chat.
You can cancel your eSIM plan at any time by getting in touch with Gigs. To do this, go to the ‘Travel data’ section of the app, and tap the question mark in the top-right – then tap ‘Chat to our eSIM provider’ to start a live chat.
\nOnce you’ve cancelled it, you won’t be able to use the rest of your data.
\nRefunds and the 14-day cooling-off period
If you cancel within 14 days of buying your eSIM plan, you are entitled to a refund under the UK statutory cooling-off period.
After the 14-day cooling-off period, you’ll only be given a refund if we had a technical issue that meant you couldn’t use your eSIM or data plan. To ask for a refund, go to the ‘Travel data’ section of the app, and tap the question mark in the top-right – then tap ‘Chat to our eSIM provider’ to start a live chat.
\nWhat happens to your data when you cancel
Once you cancel, you’ll lose any remaining data in your allowance. You won’t be refunded for it, unless you cancel within the 14-day cooling-off period.
Once your plan ends, you’ll still be able to use the Starling app for free while you’re abroad.
\nThis means if you run out of data while you’re away, you can buy a new plan through the Starling app without needing WiFi or to switch to your home provider for data – so you can always stay connected and avoid being charged.
\nThis doesn’t just apply for the trip you bought the plan for. As long as you have the eSIM installed on your device, you’ll be able to use the Starling app for free in the 130+ countries we cover.
\nUsing the Starling app through a VPN? You’d need to turn it off to get free Starling access abroad.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Connecting abroad","featured":false,"priority":32,"context":{"appScreen":["E_SIM_CONNECTING_ABROAD"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6521822418979737528,"question":"How do I turn roaming on or off?","answer":"Turn roaming ON for your eSIM
iPhone: Settings → Cellular → tap your eSIM → turn on Data Roaming
Android / Samsung: Settings → Connections → SIM card manager → tap eSIM → enable Data roaming
Turn roaming OFF on your primary SIM (recommended)
This prevents your home provider from charging you for data while abroad.
iPhone: Settings → Cellular → tap your primary SIM → turn off Data Roaming
Android: Settings → Connections → SIM card manager → tap primary SIM → turn off Data roaming
After enabling roaming
If you don’t connect automatically within a few minutes, restart your device.
You can also manually select a network: Settings → Cellular / Mobile network → Network selection → turn off Automatic → choose an available network.
Open the app and go to the ‘Travel data’ section in the menu. You’ll see your active data plan, including how much data you’ve used and when your plan ends.
\nIf you’re running low on data, we’ll send you a notification to let you know. Make sure notifications are enabled for the app so you get this.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Managing your plan","featured":false,"priority":22,"context":{"appScreen":["E_SIM_MANAGING_PLAN"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6516141959186499908,"question":"Do I need roaming enabled to use my eSIM?","answer":"Yes. Data roaming must be turned on for your eSIM. Without it, your eSIM will not connect to local networks abroad.
\nIt’s also a good idea to turn roaming off on your primary SIM to avoid unexpected charges from your home provider while abroad.
\nHow to turn on roaming for your eSIM
iPhone: Settings → Cellular → tap your eSIM plan → turn on Data Roaming
Android / Samsung: Settings → Connections → SIM card manager → tap eSIM → enable Data roaming
How to turn off roaming on your primary SIM
iPhone: Settings → Cellular → tap your primary SIM → turn off Data Roaming
Android: Settings → Connections → SIM card manager → tap home SIM → disable Data roaming
Our eSIMs are designed for use outside your home country. They will only connect when you are abroad.
\nIf you need data at home, use your regular home plan and SIM.
\nMy eSIM is showing as active at home
This is normal on some devices — the eSIM can be installed and visible without being used. As long as your primary SIM is selected as the active data line, you will not use travel data at home.
To confirm: Settings → Cellular (iPhone) or SIM card manager (Android) → check which SIM is set for mobile data.
","accountTypes":["INDIVIDUAL"],"category":"eSIM","subcategory":"Managing your plan","featured":false,"priority":21,"context":{"appScreen":["E_SIM_MANAGING_PLAN"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6516396097154272797,"question":"Can I hotspot with my eSIM?","answer":"Yes, in most cases. You can use your phone's personal hotspot to share eSIM data with other devices, as long as your device supports it.
\nHow to enable hotspot
iPhone: Settings → Personal Hotspot → turn on Allow Others to Join
Android / Samsung: Settings → Connections → Mobile Hotspot and Tethering → Mobile Hotspot → turn on
Make sure your eSIM is set as the active data line before enabling hotspot.
Hotspot usage counts towards your travel data allowance. If you are sharing data with other devices, keep a close eye on your allowance in the app.
Below are some common error messages seen when adding a card to a mobile wallet:
\n\nIf you see any of these errors, remove your card from the wallet, and re-add it using the Starling app.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":28,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":5282581848872931212,"question":"Which devices does Apple Pay work with?","answer":"Apple Pay works with the following devices:
\nYou can check if your device works with Apple Pay on the Apple Support website.
\n \nTo pay in-store with Apple Pay, your device needs to have near-field communications (NFC) capability. To turn this on on your device:
\nNFC can’t be turned off for iPhone 12 or later models.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Apple Pay","featured":false,"priority":28,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5289646301010870304,"question":"Which devices does Google Pay work with?","answer":"To use Google Pay, you’ll need to be able to download the Google Pay app on your device. To pay in-store with Google Pay, your device needs to have near-field communications (NFC) capability.
\nYou’ll find more information on how to check if your device will work with Google Pay on the Google Help Center.
\nYou can make sure NFC is active on your device by following these steps:
\nNo. If you lock your card from within the app, you can't use your mobile wallet to make payments on it.
\nWhen you lock your card in the app, it locks the card in the wallet too. Your wallet may notify you about this, or your card may show as ‘suspended’ in the wallet app.
\nFor Under 16s users, the parent or guardian might need to unlock the card in their app.
\nIf your card is showing as Suspended in your mobile wallet app and you want to use it again:
\nYou can stop viewing your account and transaction history in the wallet app at any time.
\nDisconnecting this feature doesn’t remove your card from your wallet. You can still make mobile wallet payments with your card.
\n\nConnect your Starling account to your Apple Wallet to view your balance and transaction history in the wallet app.
\n \nBefore you connect your account, you need to have already added your Starling card to the wallet app. You also need to be logged into the Starling app.
\n \nThis feature is not available for cards linked to Spaces, including Under 16s.
\n \nTo add this feature to your Apple Wallet, just follow these steps:
\nOnce you’ve done this, your account’s available balance and payment history will show underneath your card in the Apple Wallet app.
\n \nWhen you approve the connection, we’ll keep sharing data until you:
\nExpress Mode allows you to use your Starling card in the Apple Wallet app without waking or unlocking your device. It's a quick and secure way to pay for tickets without using Face or Touch ID.
\nYou can use Express Mode even when your phone runs out of battery. This usually works up to five hours after your phone shuts down. It's a quick and secure way to pay for tickets without using Face or Touch ID.
\nExpress Mode is available for Starling account holders and Under 16s Apple Pay users.
\nWhen you add your Starling card to an Apple Pay wallet, Express Mode is turned on by default. You can change which card is set to Express Mode by following the steps below:
\n \nYou can use Express Mode on these UK public transport networks:
\nThere’s a global list on Apple Support.
\n\nThat’s it! No need to wake or unlock your device, authenticate with Face ID, Touch ID or your passcode, or open the Wallet app.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Apple Pay","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915769347242740541,"question":"Can I add my Starling card to any mobile wallet?","answer":"You can use your Starling card with Apple Pay, Google Pay, Samsung Pay, Garmin Pay, and with your Fitbit device.
\n\nGo to the Cards section of the Starling app and select Add to Google Pay or Add to Apple Pay, depending on the device.
\nYou can add your card to your mobile wallet as soon as your account is open. You don't need to wait for your physical card to arrive.
\n\nYou'll need to add your card details to your mobile wallet app.
\nTo use your Fitbit device for payments, you'll need to set up Google Wallet in the Fitbit app and add your card details there.
\nIf you're adding a new Starling card to your mobile wallet, make sure you remove your old card before adding the new one.
\nIf you need any help, message us in the Help section of the app.
\n\nIf your child is 13 years or older, they can add their Under 16s card to their Apple or Google Pay. Garmin and Samsung Pay are currently unavailable. Read more about setting up your child's mobile wallet here.
\n\nNot all customers will be able to use their Starling card in their mobile wallets.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Mobile Wallets","featured":false,"priority":27,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5290311746366622160,"question":"How do I make my Starling card the default card on Google Pay?","answer":"Yes. When you pay with Google Pay, your real card number isn’t shared with the merchant.
\nInstead, Google Pay creates a unique card number for each payment, encrypts it, and securely stores it on your device. Each payment is also verified with a one-time security code.
\nYou’ll need to authenticate payments every time you use Google Pay using your phone’s security features. For example, with face ID or a passcode.
\nBut, with Google’s Transport Pass, you can pay for transport with Google Pay without having to authenticate these types of payments. You can turn this on or off in your Google Wallet settings under Security, then Verification Settings.
\nTo keep your payments secure, make sure you add your card to a device that only you use, like a personal phone or tablet.
\nFind out more about Google Pay's security features.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Google Pay","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5290540575801231226,"question":"What is Google Pay?","answer":"Google Pay is an online payment system that lets you make payments in-person and via apps and websites using your phone, tablet, or smartwatch. Google Pay used to be called Android Pay or Google Wallet.
\nYou can use it anywhere you see the Google Pay symbol or the Contactless symbol.
\nTo pay in-store using Google Pay, just unlock your phone or device and hold it near the card reader to pay.
\n\nIf your child is 13 years or older, they can add their Under 16s card to their Google Wallet. Read more about setting up your child's mobile wallet here.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Google Pay","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5286111868626030322,"question":"How do I disconnect my Starling account from Apple Wallet?","answer":"If you’ve connected your Starling account to your Apple Wallet, you can disconnect at any time.
\n \nOnce you disconnect, we’ll stop sharing your account data with the Wallet app.
\nYou can still use your Starling card via mobile wallet on your device, even if you disconnect.
\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Apple Pay","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5285081809360210775,"question":"Is Apple Pay Secure?","answer":"Yes. When you pay for something with Apple Pay, your real card number isn’t shared with the merchant – whether you’re shopping online or in-store.
\nInstead, Apple Pay creates a unique card number for each payment, encrypts it, and stores it securely on your device. Each payment is also verified with a one-time security code.
\nTo keep your payments secure, make sure you add your card to a device that only you use, like a personal phone or tablet.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Apple Pay","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5285788491543888850,"question":"What is Apple Pay?","answer":"Apple Pay is an easy way to pay in shops, online and in apps. It is as simple as using your physical card, and with Face ID and Touch ID, it's highly secure. Plus, in most shops, Apple Pay can be used for payments over the contactless card limit.
\nUse Apple Pay anywhere you see the Apple Pay or Contactless icons. Hold your iPhone near the reader and verify using either your fingerprint with Touch ID or using Face ID. If you're paying with an Apple Watch, hold it near the reader and double-click the side button.
\n \nTo see your spending limit for your mobile wallet:
\nYou can also change your physical card's contactless limit in the Payment and card section of the app. This limit is different to your mobile wallet limit.
\nAll of our payment and card limits are in place to help keep your money safe and stop fraud. Lower limits may apply in certain situations.
\n\nWhen you set up an Under 16s Space for your child you can set a daily spending limit for their Under 16s card between 1p and £500. You can change this limit any time by:
\nThe Under 16s spending limit is a single limit across types of payments, including physical card, contactless and mobile wallet payments.
\nIf your child is 13 years or older, they can also use their Under 16s card on their mobile wallet. But they can’t spend over the limit you set. Read more about setting up your child's mobile wallet here.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":880286896314270068,"question":"What is the interest rate on my Easy Saver?","answer":"You can find the current rate of your Easy Saver in the Starling app. We state both the AER and gross rate of your Easy Saver.
\n\nThe Annual Equivalent Rate (AER) shows what the interest rate would be if interest was paid and compounded once a year. It's used to help you compare between savings accounts. The 'gross' rate is the actual rate we'll pay. Paying gross interest means we don't deduct any tax you might owe.
\n\nWe calculate and compound interest daily based on your Easy Saver's balance at the end of each day (plus any interest earned but not yet paid into your account). 'Compound' means we pay interest on the interest you've already earned. We pay interest into your Easy Saver on the first day of every month.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":64,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":436166836880820203,"question":"Why is my personal Easy Saver interest rate different from my joint Easy Saver interest rate?\n","answer":"We currently have a bonus rate for new personal and joint Easy Saver accounts. If you have opened a new Easy Saver with the introductory bonus, then this account may have a different overall rate than an existing Easy Saver you already have open.
\n\nYou can view the interest rate of your Easy Saver at any time in the app.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":63,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":436678975985305818,"question":"What happens when my bonus rate ends?\n","answer":"At the end of the bonus period, your bonus rate will end and you’ll continue to earn interest at the standard rate. We will contact you 14 days before this happens.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":62,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":437039149837471696,"question":"I already have an Easy Saver account, can I get the bonus rate? \n","answer":"Unfortunately the bonus rate isn’t available on existing Easy Saver accounts.
\n\nIf you have a Starling personal account and a Starling joint account, then you can have one personal Easy Saver and one joint Easy Saver at the same time.
\n\nIf you close your Easy Saver and want to reapply, you'll need to go through eligibility and fraud checks again. We approve most applications, but we can’t guarantee it.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":61,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915684373950254516,"question":"What do I do if I’m having problems with completing a transaction because of 3D Secure?","answer":"Please get in touch with our customer service team if you have any issues with 3D Secure. You can start a live chat in the Help section of the app.
\nOr give us a call on 0207 930 4450; this number also works if you're calling from abroad by replacing the first 0 with +44.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":23,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915707166855743394,"question":"Why do I have a large charge on my card from the hotel I am staying at?","answer":"Some hotels hold a security deposit on your card. It's sometimes used towards your final bill or refunded after your stay. If they refund the deposit it'll usually come back in 8 days, but it can take up to 31.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":22,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2059279374474496807,"question":"I can see a recurring card payment in my app, but I can’t cancel it. What should I do?","answer":"Some recurring card payments may appear in your app, but are not cancellable. You can check for the cancellation button by:
\nIf you can’t see the cancel option, we recommend contacting the company or retailer directly to cancel.
\nIf you're having difficulty cancelling with the company or retailer, get in touch with us via the Help section of your app.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1776833820651638744,"question":"I can’t find a recurring card payment in my app. What should I do?","answer":"Make sure you've downloaded the latest app version. If you have, you can view and cancel your recurring card payments in-app by:
\nIn some cases, we can’t detect the recurring payment on your card, so it doesn't show. In other cases, we may have detected your recurring payment, but you can’t cancel it in the app.
\nIf you want to cancel one of these payments, we recommend contacting the company or retailer directly. If you're having difficulties cancelling with the company or retailer, get in touch with us via the Help section of your app.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915779739960690131,"question":"What if I notice suspicious activity or think I have been a victim of fraud or a scam?","answer":"Get in touch with us as soon as possible by calling 020 7930 4450, or +44 20 7930 4450 if you're abroad.
\nOnce you've let us know, we can look into it for you.
\nIf you think a scammer might have your card details, you can lock your debit card in the app. Once it's locked, no one will be able to use it. To do this:
\nFor tips on how to protect your money from fraud, visit the Take Five website.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":67,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915811883415914968,"question":"What billing address should I use?\n","answer":"When paying for things online, you'll need to enter a billing address.
\nYour billing address is your personal address registered to your account. Merchants use your billing address to check your payment. If the billing address you entered doesn't match the one on your account, your payment may not go through.
\nYou can check your address in the app by:
\nYou can see why your payment was declined in your app. To do this, follow the steps below:
\nIf you're still not sure you should check that you have enough money. If you're using a virtual card, you should make sure there's enough money in the Space the card's linked to.
\nCheck you've used the correct PIN. To get a PIN reminder in the app:
\nMake sure your card is unlocked. To do this in the app:
\nYou can also check the card controls on the Card tab to make sure the type of card payment you attempted is not blocked. To do this:
\nThere are two contactless limits:
\n\nThe limit per contactless payment is £100 by default and you’ll be prompted for Chip and PIN if you go over this limit. You can change this limit in-app to a lower amount if you prefer in Card & Payment Limits for each card you have. It's not possible to increase the limit above £100 per contactless payment.
\nIf you're abroad, the contactless limit might be different as each country has its own limits. You may need to use Chip and PIN for amounts lower than £100 depending on where you are.
\n\nYou can use your card to spend a total of £300 in a series of contactless payments. After this, you’ll be prompted to use Chip and PIN if you try to make another contactless payment that goes over this amount. This limit can't be adjusted.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":14,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":["CONTACTLESS"],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD","SUB_SOURCE:CONTACTLESS"]},{"id":3915768938181117812,"question":"Why are some contactless payments getting declined when my limit is set above the amount I’m trying to spend?","answer":"Your payment will be declined if it's over £100, this is the contactless limit for all banks in the UK. Some retailers may also have their own lower limits.
\n\nIf you're abroad, the limit might be different as each country sets their own limit. If you need to pay more than the limit, you can use Chip and PIN.
\n\nFor more information on why your payment has declined you can check in-app by:
\n\nAlternatively, you can call us on 0207 930 4450 or send us an in-app message.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915647932217445902,"question":"How can I reduce my contactless payment limit?","answer":"Our default contactless limit is £100. You can change your contactless limit in the app between £0 and £100. To do this:
\n\nYou can also change the limits for Connected and Under 16s cards by:
\n\nEach card has its own limit, so you'll need to adjust the limit for every card you have.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915854385478058322,"question":"Can I turn off contactless on my card?","answer":"You can change your contactless limit in the app between £0 and £100. To do this:
\n\nYou can also change the limits for Connected and Under 16s cards by:
\n\nIf you need help with anything else, get in touch. We're here 24/7.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1671843092006125763,"question":"Why do I need to give you personal information and identity documents for Team Access?","answer":"We have to ask for this information because we’re a regulated bank, and because you’re being invited to access someone else’s bank account. This means we have to follow certain laws and rules to make sure you are who you say you are.
\n\nIf you don’t want to share this information with us, you don’t have to accept the Team Access invite. It’ll expire after 48 hours. Find out more about how we manage and use your data in our privacy notice.
\nTeam Access is only available for business and sole trader accounts. You can’t use it to invite someone to a personal or joint account.
\nWe’re currently introducing Team Access to business customers over a period of time. Once it’s available to you, you’ll be able to find it in your account menu in the Starling app.
\nIf Team Access isn’t available for you in the app and you’d like to speak to us about it, you can message us in the Help section of the app.
\nYou can invite anyone who needs access to your business or sole trader account as part of their job. This could include:
\nTeam Access users must be 18 or older, and live in the UK. You can’t use Team Access to add directors or limited partners of your business to your account. You can find more information on adding or changing the directors listed on your account here.
\nWe’ll never contact you and ask you to give us access to your account. Only give access to people you know and trust, and who work with you. You’ll be responsible for how they use your account, and any information they access.
\nIf you’ve been pressured to invite someone to your account – stop and call us on 159.
\nTeam Access is a way of securely sharing access to your Starling business or sole trader account with trusted people who work for you. For example, employees, accountants and bookkeepers.
\nYou can invite up to 5 people to Team Access. Once they’re approved, they’ll be able to access your account on their device.
\nAt the moment, you can only give view-only account access to Team Access users, but we’ll be introducing more permissions in the future. You can learn more about view-only access here.
\nIf a Starling account that’s using Team Access is closed, anyone who had access to the account will be removed and will no longer be able to access it.
\nIf you’ve been invited to Team Access, you’ll get an email with instructions and an invite code. Tap Open the Starling app in the invite email to get started.
\n\nYou only have 48 hours from when the email was sent to accept a Team Access invite.
\nTeam Access invites expire 48 hours after the invite email is sent. If this happens, please ask the business owner to send you a new invite in the Team Access section of the Starling app.
\nOnce you get your new invite, make sure you follow the steps to accept it. Learn more about how to accept a Team Access invite.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Team Access","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS","TEAM_ACCESS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1678649922812857026,"question":"I’m struggling to accept my Team Access invite – what do I do? ","answer":"Check with the business owner that they sent the invite to the right email address. You can also check your junk and spam folders in case it ended up there.
\nMake sure you’ve got the latest version of the app, and your device is using the latest operating software.
\nIf you’re already a Starling customer, you can message us in the Help section of the app.
\nIf you were already a Starling customer when you accepted a Team Access invite, you can apply for a new account in the Starling app. Just go to your account menu in the top-right corner of the screen, and select Open a new account.
\nIf you weren’t a Starling customer when you accepted a Team Access invite, you currently can’t apply for your own account in the Starling app. To apply, call us on 020 7930 4450, or email us at help@starlingbank.com, so we can help you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Team Access","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS","TEAM_ACCESS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1671177464493198470,"question":"I don’t have a Starling account – can I still accept a Team Access invite? ","answer":"Yes, absolutely! You don’t need to have an account with us to accept a Team Access invite.
\n\nBut you will need to download the Starling app, and select Accept a Team Access invite on the home screen. We’ll then ask you for some personal details and proof of your identity. You can read more about how we manage your data in our privacy notice.
\n\nLearn more about how to accept a Team Access invite.
\n\nLearn more about how to accept a Team Access invite.
\n\nYou can give up to 5 people view-only account access. You start to use this limit as soon as you send a Team Access invite. This means if you send 5 invites, you’ll use up your 5-person limit.
\n\nIf someone doesn't accept their invite, you don’t approve their access, or you remove them from Team Access – this will free up a space for someone else.
\nWe’ll use email to communicate with people you invite to your account using Team Access. We’ll only talk to them about their level of account access. We won’t talk to them about you or your account.
\n\nIf their invite is cancelled, or their access to your account is removed at any time, either by you or us, we’ll email them to let them know.
\nIf the person you invited didn't get the invite email, or if the original invite expired, you can resend it in the Starling app:
\n\nWe recommend letting the person you’re inviting know when you’ve sent them a new invite so they don’t miss it.
\nYou can remove a Team Access user at any time in the Starling app:
\n\nWe’ll remove their access to your account and email them to let them know.
\nYou can manage Team Access in the Starling app. Just go to your account menu in the top-right corner of the screen, then select Team Access. From here you can see:
\n\nYou can also select any user to:
\n \nIf they’re new to Starling, we’ll ask them for:
\nIf they’re already a Starling customer, we’ll just ask them:
\nOnce we’ve confirmed their details, we’ll let you know so that you can approve their access to your account. There are some situations where we may not be able to give them access to your account. \n
You can cancel a Team Access invite any time in the Starling app:
\n\nThe invite will be cancelled straight away, even if they’re already in the process of accepting it.
\n\nIf they’ve already accepted the invite and their details have been confirmed by us, don’t worry. You have final approval and can still decline their access to your account.
\nTeam Access users won’t be able to use in-app messaging to talk to us about the account they have access to. If you have a question, or need help with Team Access, you can call us on 020 7930 4450, or email us at help@starlingbank.com.
\nTo help keep the account safe, we can only talk to Team Access users about information that matches the level of access the account owner has given them. For example, if you have view-only access, we can only talk to you about your information and view-only access.
\nIf you have an existing account with us and you’re a Team Access user, you’ll still be able to switch to your own account to message us. But we won’t be able to talk to you about Team Access on your own account.
\nIf you have a question about the business account, or specific transactions, you’ll need to ask the account owner to contact us.
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Team Access","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS","TEAM_ACCESS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1670424602214941301,"question":"Can I see what someone does on my account while they’re using Team Access?","answer":"No, you can’t see a detailed record of what users have viewed in your account. If you’re uncomfortable with someone accessing information in your account, we recommend not inviting them.
\nIf you’ve lost your Under 16s card, lock the card from the Space so it can no longer be used. To do this in the mobile app:
\nNext, get in touch with Customer Service to report the card lost or stolen, confirm your address and request a new card. You can do this in the ‘Help’ section of the main menu in the app.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the card","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915628790228467969,"question":"Can I change my Under 16s card PIN?","answer":"You can change the PIN at any ATM in the UK displaying the Mastercard logo by selecting 'PIN Services'. Some overseas ATMs offer this service, but to be sure, we recommend using one in the UK.
\n\nIf you're only looking for a reminder, you get this in the Cards tab in the app. To do this:
\nYes, if your child is 13 years or older they can add their Under 16s card to Apple or Google Wallet. Garmin and Samsung Pay are currently unavailable.
\n\nTo allow your child to add their card to their mobile wallet, you need to turn on their access to mobile wallet in the Starling app. If your child is under 13 years old, the mobile wallet option won't be available.
\n\nIf the Under 16s Space is on a joint account, either account holder can turn on access to mobile wallet for the child. To do this:
\nOnce access is turned on, your child can add their card to Apple or Google Wallet in their Starling app:
\nYou can turn off their access in the Starling app at any time, by following the same instructions above. This stops them from making any payments from a mobile wallet.
\nBut it won't remove their card from their mobile wallet. Your child can delete their Under 16s card from their mobile wallet at any time.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Debit card queries","subcategory":"Mobile Wallets","featured":false,"priority":26,"context":{"appScreen":["CARD"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915783921473373974,"question":"Can I add my child’s Under 16s card to their mobile wallet such as Apple Pay or Google Pay?","answer":"Yes, if your child is 13 years or older they can add their Under 16s card to Apple or Google Wallet. Garmin and Samsung Pay are currently unavailable.
\n\nTo allow your child to add their card to their mobile wallet, you need to turn on their access to mobile wallet in the Starling app. If your child is under 13 years old, the mobile wallet option won't be available.
\n\nIf the Under 16s Space is on a joint account, either account holder can turn on access to mobile wallet for the child. To do this:
\nOnce access is turned on, your child can add their card to Apple or Google Wallet in their Starling app:
\nYou can turn off their access in the Starling app at any time, by following the same instructions above. This stops them from making any payments from a mobile wallet.
\nBut it won't remove their card from their mobile wallet. Your child can delete their Under 16s card from their mobile wallet at any time.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the card","featured":false,"priority":29,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915817326114128142,"question":"What controls and limits can I set for spending?","answer":"As your child's app is read only and it does not have a sort code and account number, they can’t send transfers and can only spend money using their card.
\n\nYou have the option to control and limit whether they can use their card to ATM withdrawals or online payments. To do this:
\nYou can also set up a daily spending limit and they can only spend the balance you make available to them. To do this:
\nWe have blocked certain merchants that fall into categories which we think are not suitable for children, such as gambling. You can find the full list here.
\n\nThere must be enough money in the Under 16s Space for your child to make a card payment. There must also be enough money overall in your main account and Spaces - your child cannot make a payment if it would take your overall account balance into an unarranged negative balance.
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"Spending","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915646070598093864,"question":"Can an Under 16s card be used to make contactless payments?","answer":"Yes, the card can be used to make contactless payments up to £100. This limit can be changed from within the app. To do this:
\nContactless payments won't work until the first Chip and PIN payment has been made. The child can make a series of contactless transactions up to a total of £300 – however, after this, they'll need to reset their contactless limit by making a payment using Chip and PIN.
\n\nIt's important your child knows their card PIN. If they ever forget, you can get a reminder for them from the Space in your app. To do this:
\nYou can control whether a child can use their card at ATMs or not.
\nTo do this:
\nThere is a maximum daily limit of £100 for ATM withdrawals on Under 16s cards.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Spending","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":958641848764744059,"question":"Why doesn't my card have a signature strip?","answer":"Removing the signature strip frees up space on the back of the card. This means we can add the sort code for personal and joint accounts. It also lets us make the text larger for key information. ","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":79,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8954842655846909281,"question":"When will you issue cards with the new design?","answer":"We'll be sending out the new cards from 1 April 2026. This will be for new customers, and existing ones who request a replacement card or whose current card has expired. We'll be sending out new cards for Kite first, which we've rebranded to Under 16s. We'll then start sending out new cards for all other account types, once we've used up our supply of cards with the old design.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":78,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal","business","joint"]},{"id":3915602266156253927,"question":"What controls do I have over my card?","answer":"The Starling app is really powerful when it comes to controlling your card! Whether it's locking your card for all payments or stopping a certain type of payment, head to the card screen to find out more.
\nBelow is a list of the card controls as they appear in the card screen and within the 'card and currency controls' menu.
\nCard Locked/Unlocked - the first control you'll see when you head into the card screen. This one stops all payments on your card and overrides all the other controls.
\nCard & Payment limits - This option will allow you to view your card limits and control your contactless payment limit. More information about your limits here: (link to below FAQ)
\nEUR Card Spending - If you have a EUR account and have connected your account to your card, this option will show. Turning this on will mean that any charges that come through in EUR will come from your EUR account.
\n(Business Accounts ONLY) USD Card Spending - If you have a USD account and have connected your account to your card, this option will show in the card and currency controls. Turning this on will mean that any charges that come through in USD will come from your USD account.
\nCard Present - This controls whether your card can be used for card-present charges. These are payments made with the physical card, including chip and PIN, contactless, magstripe (if it is enabled) and in-person mobile wallet payments (where your device is physically tapped at a card reader).
\nATM Withdrawals - This controls if the card can be used for ATM withdrawals.
\nOnline Payments - This controls whether your card can be used online. These are payments made by providing the retailer with details from the card, rather than using the physical card itself. It also covers online/app payments made via mobile wallet.
\nMobile Wallet - This controls whether the card can be used via mobile wallet.
\nGambling Payments - This controls Gambling Payments (made using either card and Faster Payment). Turning this off will mean that gambling payments cannot be made. Turning this on will trigger a 48-hour cooling off period before gambling payments can be made.
\nMagstripe Payments - This controls payments that use the magnetic strip on the back of the card. It's disabled by default. If you want to make payments using the magnetic strip, you'll need to turn this on. If you don't make a magstripe payment after 48 hours, it'll turn itself off for your protection.
\nUnblock PIN/CVV - This button will allow you to unblock your PIN/CVV if it has been locked. In some cases, you may need to visit a ATM in the UK and use the pin services option to unblock your PIN.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":77,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7820231897430838051,"question":"How do I record a refund as a manual entry?","answer":"If you’ve received a partial refund from a supplier, or need to give a refund to a client using a payment method outside of your Starling account, you can record this in Accounting using a manual entry.
\n\nRecording these adjustments makes sure your financial reports stay accurate and your tax calculations are always up to date.
\n\nYou might want to create a manual entry for a refund if:
\n\nWhen you create a manual entry, you’ll see a This is a refund toggle. Turning on this toggle will automatically reverse the typical accounting impact of the category you select.
\n\nFor example, if you log a £1,000 transaction under an income category and then turn the This is a refund toggle on, it flips the £1,000 income entry into a £1,000 revenue refund. The same applies to expenses, turning a standard outgoing into a refunded cost.
\n\nJust like standard manual entries, you can add multiple refunds at once by selecting Add another line item before saving.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915801736370276821,"question":"What devices can I use the Starling Bank app on?","answer":"You can download the Starling app from the Apple App Store on iOS devices and from the Google Play Store on Android devices.
\n\nIf you’re new to Starling
\nIn the future, your device will need to run on Android 11.0 or iOS 17 or newer so we can keep the app secure and running smoothly. If you need to update your device, we’ll let you know beforehand.
\n\nIf you’re an existing customer
\nIf your device currently runs on iOS 15 or Android 9.0, the app will still work for now. But to keep using the app on your device after April 2027, it will need to be updated to iOS 16 or Android 10.0 or newer.
\n\nJailbroken or rooted devices and custom ROMs aren’t compatible with Starling’s security features. Learn more about our security features.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915836113157180472,"question":"What devices can I use the Starling Bank app on?","answer":"You can download the Starling app from the Apple App Store on iOS devices and from the Google Play Store on Android devices.
\n\nIf you’re new to Starling
\nIn the future, your device will need to run on Android 11.0 or iOS 17 or newer so we can keep the app secure and running smoothly. If you need to update your device, we’ll let you know beforehand.
\n\nIf you’re an existing customer
\nIf your device currently runs on iOS 15 or Android 9.0, the app will still work for now. But to keep using the app on your device after April 2027, it will need to be updated to iOS 16 or Android 10.0 or newer.
\n\nJailbroken or rooted devices and custom ROMs aren’t compatible with Starling’s security features. Learn more about our security features.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915633756031698065,"question":"What devices can I use the Starling Bank app on?","answer":"You can download the Starling app from the Apple App Store on iOS devices and from the Google Play Store on Android devices.
\n\nIf you’re new to Starling
\nIn the future, your device will need to run on Android 11.0 or iOS 17 or newer so we can keep the app secure and running smoothly. If you need to update your device, we’ll let you know beforehand.
\n\nIf you’re an existing customer
\nIf your device currently runs on iOS 15 or Android 9.0, the app will still work for now. But to keep using the app on your device after April 2027, it will need to be updated to iOS 16 or Android 10.0 or newer.
\n\nJailbroken or rooted devices and custom ROMs aren’t compatible with Starling’s security features. Learn more about our security features.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":69,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7360019502934281714,"question":"How do I record invoice refunds as manual entries?","answer":"If you give a partial refund to a client after an invoice has been issued, you can record this using a manual entry.
\n\nRecording these types of transactions helps make sure your financial reports stay accurate and your tax calculations are always up to date.
\n\nNormally, logging a transaction under an income category adds to your total revenue. But when you create a manual entry for a refund the This is a refund toggle automatically reverses the typical accounting impact of the category you select.
\n\nThis reduces your revenue and makes sure your net income figures are accurate.
\n\nImagine you issued a £2,000 invoice. Your customer then pays it in two separate £1,000 payments. Afterwards, you agree to give the client a £500 refund.
\n\nHere’s how you’d record this in Accounting:
\n\nBy categorising the £500 refund directly to revenue rather than reducing the invoice value, your revenue income drops by £500 without leaving an open or partially paid balance on the invoice.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":6548452628875202140,"question":"What should I do if I exceed my £20,000 annual ISA allowance?","answer":"Every tax year, you have an annual ISA allowance of £20,000. This can be used for one ISA or across multiple ISAs. If you put more than £20,000 in your ISAs in a tax year, this is called oversubscribing.
\nIf you have oversubscribed, contact us. You can do this in-app by going to the menu in the top right hand corner, then Help, then Talk to one of our team.
\nOur team will guide you through correcting the oversubscription. In most cases, this means removing the oversubscribed amount, as well as any interest that has been earned on this amount.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":99,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal"]},{"id":8526138799420886339,"question":"What are the Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standard (CRS)?","answer":"What is FATCA?
\nFATCA stands for 'Foreign Account Tax Compliance Act'. It's a law from the United States that aims to encourage better reporting of information and stop people from evading US tax.
\nThe principles of FATCA are part of UK law. This means we at Starling have to report information for any accounts held by US citizens or US tax residents to HMRC. HMRC then shares this information with the Internal Revenue Service (IRS) in the US.
\nWhat is CRS?
\nThe Common Reporting Standard (CRS) is an agreement between over 100 countries to automatically exchange financial account information. It aims to stop people evading tax.
\nIf you have a Starling account and you're a tax resident in one of the CRS countries, we have to report information about your account to HMRC. This doesn't apply if you're a tax resident in the UK or the US.
\nHMRC may then share the information we give them with the tax authorities in the countries where you're a tax resident.
\nWhat FATCA or CRS information do you need when I open a business account?
\nFor our FATCA and CRS reporting, we need to know the entity type of your business.
\nYour business will be either a:
\nFinancial Institution (FI)
\nNon-Financial Entity (NFE)
\nWhat is a Financial Institution (FI)?
\nThese types of businesses are all FIs:
\nDepository institutions: a bank or similar business that takes deposits.
\nCustodial institutions: a business that holds financial assets for others. This must make up over 20% of its gross income.
\nInvestment entities: a business that trades, invests, or manages money for other people.
\nSpecified insurance companies: an insurance company that issues cash value insurance or annuity contracts.
\nHolding companies and treasury centres: a company whose main activity is owning stock in at least one other FI.
\nIf your business doesn't meet any of these definitions, it's an NFE.
\nWhat is a Non-Financial Entity (NFE)?
\nAn NFE is any business that isn't a Financial Institution under FATCA and CRS.
\nNFEs are split into two types: 'active' or 'passive'. This depends on what the business does and the type of income it earns.
\nWhat is an active NFE?
\nAn active NFE mainly makes money by providing a service. Generally, less than half of its gross income is 'passive income,' and less than half of its assets produce passive income.
\nPassive income is money that isn't earned from active work. This generally includes things like dividends, interest, and some types of rent and royalties.
\nExamples of active NFEs include:
\nmanufacturers
\nwholesalers
\nretailers
\nrestaurants and bars
\nconstruction companies
\nWhat is a passive NFE?
\nA passive NFE is a business where more than half of its income is passive, or more than half of its assets are used to make passive income. It's also any NFE that isn't an active NFE.
\nExamples of passive NFEs include:
\nholding companies
\ncompanies making passive income from dividends or interest
\nfamily trusts
\nsmall property businesses that earn rent
\nWhat are 'controlling persons'?
\nIf your business is a passive NFE, we need to know about its 'controlling persons'.
\nA controlling person is anyone who owns or controls 25% or more of the company. This could be through shares or voting rights.
\nIf no one fits this description, it's the person who controls how the company is run. This could be a director or a senior manager.
\nWhat we need for each controlling person
\nOnce you know who the controlling persons are, we need this information for each of them:
\nfull name
\nhome address
\ncountry where they're a tax resident
\nTaxpayer Identification Number (TIN)
\nWhat information do you collect for FATCA and CRS?
\nIf we need to report your business's details under FATCA or CRS, here's what we share with HMRC:
\nname of business
\nregistered office address
\nthe business's entity type
\ncountry where the business pays tax
\nthe business's TIN
\nDetails of any controlling persons
\nWhat is a Taxpayer Identification Number (TIN)?
\nA TIN is a unique reference number used by tax authorities. Each country's tax authorities use them to identify taxpayers. What counts as a TIN can be different from country to country.
\nIn the UK
\nFor businesses in the UK, this is often their Unique Taxpayer Reference (UTR). You're normally given a UTR when you register for Corporation Tax with HMRC.
\nIf you have a UTR, you can find it in:
\nyour Business Tax Account
\nthe HMRC app
\nprevious Corporate Tax returns
\nletters and documents from HMRC
\nHow often do I need to give you information for FATCA and CRS?
\nYou need to tell us as soon as possible if your entity classification status changes for FATCA or CRS. For passive NFEs, you need to tell us about any changes to controlling persons – including if any of their personal details change.
\nWe may contact you from time to time for more information about your business's entity classification. Please get back to us if we do. If you don't respond when we ask you for information, we may have to share details of your Starling account with HMRC.
\nWhere can I get more information about FATCA?
\nFor more information about FATCA, you can speak to a qualified tax advisor or visit the website of the US Internal Revenue Service (IRS).
\nWhere can I get more information about CRS?
\nFor more information on CRS, you can contact a qualified tax advisor or visit the OECD website.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Your Tax Residency","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8494618169552424472,"question":"What are the Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standard (CRS)?","answer":"What is the Foreign Account Tax Compliance Act (FATCA)?
\nFATCA is a law from the United States that aims to encourage better reporting of information and stop people from evading US tax.
\nThe principles of FATCA are part of UK law. This means we at Starling have to report information for any accounts held by US citizens or US tax residents to HMRC. HMRC then shares this with the Internal Revenue Service (IRS) in the US.
\nWhat is the Common Reporting Standard (CRS)?
\nCRS is an agreement between over 100 countries to automatically exchange financial account information. It aims to stop people from evading tax.
\nIf you have a Starling account and you're a tax resident in one of the CRS countries, we have to report information about your account to HMRC. This doesn't apply if you're a tax resident in the UK or the US, where otherwise FATCA would apply.
\nHMRC may then share the information we give them with the tax authorities in the countries where you're a tax resident.
\nWhat is a 'US person'?
\nYou're generally considered a 'US person' for tax purposes if any of these apply to you:
\nYou're a US Citizen living anywhere in the world, and you haven't given up your US citizenship
\nYou're a US resident, meaning you live in the US or hold a green card
\nYou're a US entity: a business, corporation, limited liability partnership, estate or trust operating under US law
\nHow do FATCA and CRS affect me?
\nIf you're eligible to open a Starling account and you're also a US person, FATCA doesn't affect how you use your Starling account. It just means we have to share your account details with HMRC, who will then pass them on to the IRS.
\nIf you're not a US person, FATCA probably won't affect you much either. Although we might still contact you to confirm which countries you're a tax resident in.
\nCRS
\nIf you're eligible to open a Starling account and you're also tax resident outside of the UK, or in both the UK and another country, CRS won't affect how you use your Starling account.
\nCRS just helps us work out if we need to share your account details with HMRC.
\nIf you're a UK tax resident only, and you only hold bank accounts in the UK, we probably won't need to report your details. But we might still ask you to confirm which countries you're a tax resident in.
\nHow is my tax residence decided?
\nUsually, the country where you live is also where you're a tax resident. But other things can be important too, such as:
\nhow much time you spend in a country
\nwhere your main home is
\nyour work status
\nYou can be a tax resident in more than one country at the same time.
\nIf you're not sure about your tax residence status, it's best to speak to a professional tax advisor. You can also get in touch with your local tax authority.
\nYou can read more about tax residency in the UK on the GOV.UK website: http://www.gov.uk/tax-foreignincome/residence
\nWhat information do you report to HMRC under FATCA and CRS?
\nIf we need to report your details under FATCA or CRS, here's what we share with HMRC:
\nyour name, address and date of birth
\nyour account number
\nyour account balance at the end of the calendar year (or if the account is closed, the balance before it is closed)
\ntotal interest paid to your account in that year
\nyour country of tax residence and your taxpayer identification number (TIN)
\nWhat is a taxpayer identification number (TIN)?
\nA TIN is a unique reference number used for tax. Each country's tax authorities use them to identify taxpayers. What counts as a TIN can be different from country to country.
\nIn the UK
\nYour TIN is often your National Insurance number or Unique Taxpayer Reference (UTR). You're normally given a UTR when you register for Self Assessment.
\nIf you have a UTR, you can find it in:
\nyour Personal Tax Account
\nthe HMRC app
\nprevious tax returns
\nletters and documents from HMRC
\nIn the US and other CRS countries
\nYour TIN is usually your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN).
\nAt Starling, we have to collect a TIN from you if you're a US citizen or tax resident in certain CRS countries outside the UK.
\nIf you don't have a TIN, we may not be able to open an account for you until you get one and share it with us. This is unless you're a tax resident in a country that doesn't issue TINs.
\nHow often do I need to give you information for FATCA and CRS purposes?
\nYou need to tell us as soon as possible if your tax residency status changes – including if you change your address.
\nWe may contact you from time to time to ask for more information about your tax residency status. If you don't respond when we ask you for information, we may have to share details of your Starling account with HMRC.
\nWhere can I get more information about FATCA?
\nFor more information about FATCA, you can speak to a qualified tax advisor or visit the website of the IRS.
\nThe IRS has this useful FATCA FAQ document.
\nWhere can I get more information about CRS?
\nFor more information on CRS, you can contact a qualified tax advisor or visit the OECD website.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Your Tax Residency","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4938117688203625873,"question":"I’m using the Starling app from Huawei AppGallery and can’t move to another device. What can I do?","answer":"If you can’t install the Starling app from Google Play Store on your Huawei device, or you don’t have a different device you can use, call us any time on 020 7930 4450 or +44 20 7930 4450 if you're abroad. We'll talk you through your options.
\nYes. Even though we’re going to stop supporting the Starling app on Huawei AppGallery, this doesn't affect your money, your account, or your account security. It only affects which version of the app you use to access your Starling account.
\nTo keep using the Starling app on your Huawei device, you'll need to install the app from Google Play Store instead:
\n\nIf your device doesn't have the Google Play Store, you'll need to use a different device that either runs:
\nFor security reasons, the device you use the Starling app on must be owned and used only by you.
\nThe line graph is great for showing up to one month’s spending clearly. But when your date range is more than 30 days, there’s too much information to display that way.
\n\nThe bar chart groups your spending into weekly or monthly blocks, which makes it easier for you to spot trends.
\nBy default, the charts are based on spending from your main balance across all categories.
\n\nIf you tap the dropdown menu, you can change the sources the chart shows to include Spaces. You can also exclude up to 5 categories.
\nBy default, the charts are based on spending from your main balance across all categories. You can choose which spending sources and categories to include from the dropdown menu.
\nCorrections can be made using manual entries if you're a sole trader, or manual journals if you're a limited company. We strongly recommend speaking to your tax advisor or accountant if you need help correcting a previously submitted VAT return.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":6983810060998951022,"question":"I’m worried about money or struggling to keep up with essential bills. How can you help? ","answer":"We know that managing money can be stressful, especially when your circumstances have changed. If you’re experiencing financial difficulties or money worries, you can share this with us securely through the app so that we can give you the right support.
\n \nYou can let us know if you are dealing with:
\nIf you prefer, you can also:
\nWhen you contact us, we’ll review your account and add a secure note to your profile. This makes sure our teams know exactly how to support you, without you having to explain your situation every time you speak to us. Read more about the different kinds of support we offer or our contact options.
\n \nOver 8 million UK households are missing out on around £300 a month in entitlements.
\nWe’ve partnered with InBest to give you a free tool that does the hard work for you, scanning for benefits and hidden extras you might be entitled to. This could include benefits like Universal Credit, Council Tax reductions, reduced water and energy deals, and grants to make your home more energy-efficient. It even helps families find discounts to lower childcare costs. Spend a few minutes to see if you could boost your budget. Start your check here: benefits.inbest.ai/starling
\n \nIf you're in a crisis or worried about money, you can find trusted UK helplines and organisations offering assistance at starling.nsn.org.uk/topic/money.
\nWe want you to feel confident managing your money. If you find banking information or the app difficult to understand, or if you need us to take extra time to explain things, please let us know.
\n\nYou can tell us if your ability to manage your money is affected by:
\nBy sharing this, our team knows to communicate clearly, avoid complex technical language, and give you the time you need.
\n\nIf you prefer, you can also:
\nWhen you contact us, we’ll review your account and add a secure note to your profile. This makes sure our teams know exactly how to support you, without you having to explain your situation every time you speak to us. Read more about the different kinds of support we offer or our contact options.
\n\nFind extra support: We’ve partnered with the National Support Network to give you access to thousands of free, confidential support services. Whether you’re dealing with money worries, health problems, bereavement, or family or work life stresses – you can find the right support for you from these trusted organisations at starling.nsn.org.uk.
\nWe understand that some people might have certain conditions that impact their ability to use particular devices or apps. For example, you might:
\nTo help you we have a Customisation and Accessibility section in the Starling app. It has guidance on how to turn on and use different accessibility settings on your device that can help you to use the Starling app.
\n \nIn this section of the app, you can also:
\nAnd don’t forget, if you prefer to use a bigger screen to manage your money, you can log in to online banking on our website.
\n \nFind extra support: We’ve partnered with the National Support Network to give you access to thousands of free, confidential support services. Whether you’re dealing with money worries, health problems, bereavement, or family or work life stresses – you can find the right support for you from these trusted organisations at starling.nsn.org.uk.
\nWe know that life can change unexpectedly. If you’re dealing with a significant life event, you can share this with us securely through the app. This allows our support team to treat your account with the extra care or patience you might need.
\n\nYou can let us know if you’re dealing with:
\nIf you prefer, you can also:
\nWhen you contact us, we’ll review your account and add a secure note to your profile. This makes sure our teams know exactly how to support you, without you having to explain your situation every time you speak to us. Read more about the different kinds of support we offer or our contact options.
\n\nFind extra support: We’ve partnered with the National Support Network to give you access to thousands of free, confidential support services. Whether you’re dealing with money worries, health problems, bereavement, or family or work life stresses – you can find the right support for you from these trusted organisations at starling.nsn.org.uk.
\nIf you have a physical disability, a long-term illness, or a mental health condition, such as anxiety or depression, we want to make banking as stress-free as possible for you. By telling us about your situation, we can add a note to your account so you don’t have to repeat your circumstances every time you contact us.
\n\nYou can let us know securely through the app if:
\nIf you prefer, you can also:
\nWhen you contact us, we’ll review your account and add a secure note to your profile. This makes sure our teams know exactly how to support you, without you having to explain your situation every time you speak to us. Read more about the different kinds of support we offer or our contact options.
\n\nFind extra support: We’ve partnered with the National Support Network to give you access to thousands of free, confidential support services. Whether you’re dealing with money worries, health problems, bereavement, or family or work life stresses – you can find the right support for you from these trusted organisations at starling.nsn.org.uk.
\nIf you’re going through a personal situation that’s causing you stress or making it hard to manage your finances, we want to help. Sharing your situation allows us to support you better without you having to explain yourself every time you get in touch.
\n\nYou can let us know about:
\nIf you prefer, you can also:
\nWhen you contact us, we’ll review your account and add a secure note to your profile. This makes sure our teams know exactly how to support you, without you having to explain your situation every time you speak to us. Read more about the different kinds of support we offer or our contact options.
\n\nFind extra support: We’ve partnered with the National Support Network to give you access to thousands of free, confidential support services. Whether you’re dealing with money worries, health problems, bereavement, or family or work life stresses – you can find the right support for you from these trusted organisations at starling.nsn.org.uk.
\nOnly the business owner can have full access to a sole trader account.
\n\nOnly UK-based directors listed on Companies House can have full access to a business account. A Person with Significant Control (PSC) can only have account access if they’re also a director.
\n\nFind out how to add a director to your business account.
\n\nIf you want to give anyone else account access, such as accountants or finance employees, you can use Team Access. Read our Team Access FAQs for more information.
\nDirectors listed on Companies House can be added to your Starling business account. They must be individuals, not other entities, and based in the UK. Once added to your account, they’ll have full access, including the ability to make payments and order cards.
\n\nBefore we can remove a director, you'll need to update Companies House so they’re no longer listed as a director. Once you've done this, message us in the Help section of the Starling app.
\n\nOnly directors listed at Companies House can have full access to a business account. If you want to give anyone else account access, such as accountants or finance employees, you can use Team Access. Read our Team Access FAQs for more information.
\nThere are a few reasons why a transaction might not have an AI tag.
\nFirst, check your settings to make sure you have AI tags turned on. To do this:
\nIf AI tags are turned on, the transaction might not be tagged to keep your spending data accurate.
\nThe AI our transaction tags use is designed to be careful so it doesn’t incorrectly tag your transactions. We won’t tag payments to large retailers, such as Amazon or Marks & Spencer, because it’s harder to guess exactly what you bought. We’ll only tag these payments if it’s clear what you spent money on, for example ‘Amazon Music’.
\nYes, you have full control over your transaction tags. If you want to remove a transaction tag applied by AI, you can remove it from the tags list. To do this:
\nBut if you leave the AI transaction tags feature turned on, we’ll continue to automatically tag your transactions, so some AI tags may appear in your account again.
\nTo stop this, you can turn AI transactions off in your account settings at any time.
\nAI transaction tags are an optional feature that automatically tag your transactions to help you better understand your spending.
\nIf you turn the feature on, we’ll use AI to tag your transactions with extra information about what you might have spent your money on. The tags are based on information like the business name, date, time, amount and payment type.
\nThe AI we use in this feature is designed and managed by us. We don’t share any of your payment data or history with any other AI companies. For more information, read our AI privacy notice.
\nAI tags work exactly like any manual tags you’ve created. They'll be applied to any future transactions that are the same. You’ll also be able to select and filter through all your transaction tags in the Spending section of the app to help you learn about your spending habits.
\nAI transaction tags is an optional feature, you can turn it on or off at any time. To do this:
\nTurning off AI transaction tags will not delete tags previously applied by AI. To remove a tag, you can either remove it from each transaction, or delete the tag completely.
\nTo hide unwanted payment references:
\nYou can also find the payment in the Spending hub, where you can toggle between Categories or Merchants. Tap each payment to see more details and hide the reference.
\nOnce hidden, references from the same sender won’t show on your:
\nYour monthly bank statements are a permanent record of your account history, which means we can't change any details once they’ve been created.
\nBecause of this, references on past statements will stay visible. But any future statements will automatically remove them while the 'Hide references' feature is on.
\nBeing sent payments you don’t want can be a form of harassment. If this is happening to you, you can mute references for some payments. This won’t stop the payment but will stop the payment references showing on your account and future statements.
\nYour monthly bank statements are a permanent record of your account history, which means we can't change any details once they’ve been created. Because of this, references on past statements will stay visible. But any future statements will automatically remove them while the 'Hide references' feature is on.
\nYou can mute references in the app by:
\nIf there’s anything else we can help with, you can contact our customer service team on 020 7930 4450. We’re open 24/7.
\nStarling Accounting is designed for businesses with simple accounting needs.
\n\nWhether you can use our accounting tool depends on your accounting method, and VAT set up.
You can use Accounting if you're using the cash basis accounting method.
If you're VAT-registered, you can use Accounting if you're using the cash basis for VAT – under either the Flat Rate scheme, or normal VAT accounting.
If you're part of the Construction Industry Scheme, you can use Accounting and do your Making Tax Digital submissions through Accounting. But you'll need to make sure you manually record your deductions.
You can't use Accounting if:
You can use Accounting if you're an independent landlord with rental property in the UK.
You won't be able to use Accounting if you:
You can use Accounting if you use traditional or cash accounting for VAT – under either the Flat Rate scheme, or normal VAT accounting.
Our accounting tool can't help limited businesses in the Construction Industry Scheme (CIS) who are looking for help with CIS compliance.
But if you're part of the CIS, and want a tool to help you track your cash flow, you can use Accounting. You'll just need to make sure you manually record your deductions.
You can't use Accounting if your business is registered in Northern Ireland, and you trade goods with EU businesses.
If your business is more complex
Our accounting tool uses standard UK professional bookkeeping methods, using the double-entry method. So the data is accurate and organised the way an accountant would expect. But the financial reports you can get from the tool aren't final, and don't count as statutory accounts that you can submit to HMRC.
You can't use Accounting if your business is an LLP.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5635321686291531851,"question":"How do I turn Snatch Theft Detector on and off? ","answer":"You can turn Snatch Theft Detector on or off any time in the Starling app:
\nNo, Snatch Theft Detector only works when it’s turned on and you’re using the Starling app on your device.
\nIf your device is suddenly taken while the app is open, and your device detects the motion, the app will lock.
\nTo get back into it again, you’ll need to confirm it’s you with your face, fingerprint, or passcode.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Snatch Theft Detector","subcategory":"Snatch Theft Detector","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS","THEFT_DETECTION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5635393538595375706,"question":"What is Snatch Theft Detector and how does it work?","answer":"Snatch Theft Detector is an optional security feature that helps keep your money safe if your device is suddenly stolen while you’re using the Starling app.
\nWhen it’s turned on, the Starling app will lock automatically if your device detects a sudden snatching motion while you’re using the app. This helps stop thieves from easily accessing your money.
\nTo get back into the app again, you’ll need to confirm it’s you with your face, fingerprint, or passcode.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Snatch Theft Detector","subcategory":"Snatch Theft Detector","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS","THEFT_DETECTION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3192523210192146321,"question":"How do I use widgets on my device?","answer":"You can use widgets to view the balance of your Spaces on your iPhone or iPad home screen.
\nTo add a Starling widget to your device home screen:
\nOnce the Starling widget is on your device home screen, you need to:
\nYou can change which of your Spaces are accessible on your widget at any time. Go to the Starling app, then to the main menu in the top-right corner, then ‘Settings’ in the top-right corner, and select ‘Widgets’.
\nImportant things to know about the Starling widget
\nA Spending Space is part of your personal account – they include Regular, Under 16s and Connected Spaces. They're used to keep money separate from your main balance for a particular purpose, like bills, or for letting a child or other trusted person spend from your account.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Spaces","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915618497302579099,"question":"How does the money in my Spaces contribute to the interest charged on my account?","answer":"The money in your Spaces is separate from your main account balance. But it does count towards your total account balance when it comes to the arranged overdraft fees you’re charged for negative balances. This includes regular Spaces, Connected Card Spaces, and Under 16s Spaces.
\nMoney in your savings accounts isn’t included in your total account balance. This means that savings account balances (Easy Saver, Fixed Saver, Cash ISA) are not part of your overdraft interest calculation.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":27,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915690064964243234,"question":"Which app should my child download and where should they download it from?","answer":"Your child should download and use the Starling Bank app from the Apple App Store or Google Play Store.
\nOnce downloaded, to get started:
\nTo complete set-up, simply follow the on-screen instructions.
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"About Under 16s","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5168673044558335296,"question":"How do I block gambling payments?\n","answer":"You can turn on the gambling block in the Starling app. To do this:
\nGo to the Cards section of the app.
\nUnder your main physical card, select Gambling controls.
\nSelect Turn on the gambling block.
\nFollow the steps to turn on the block.
\nThe gambling block is always turned on for Virtual cards, teen accounts and Under 16s Spaces.
\nWhen you turn on the block:
\nWe’ll block payments to businesses that categorise themselves as gambling operators.
\nThe block will stop most card payments. Some payments might still go through, especially if you use the account number and sort code.
\nIf you turn the block off, you’ll have to wait 48 hours before the block is removed.
\nIt’s important to know:
\nPayments at non-gambling businesses, like buying lottery tickets at the supermarket, will still go through.
\nWe can’t give you a refund for any payments that get through the gambling block.
\nWhen you turn off the gambling block, you’ll have to wait for the cool-off period to end before you make a gambling payment. We can’t speed up or change this cool-off period.
\nUsing the gambling block won’t affect your credit score.
\nIf you’d like us to apply the gambling block to a specific company, please get in touch with us.
\nIf you or someone you know is struggling with gambling, we’re here to help. Check out what support and resources are available on our website
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":76,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915810689853115874,"question":"How do I block gambling payments?\n","answer":"You can turn on the gambling block in the Starling app. To do this:
\nGo to the Cards section of the app.
\nUnder your main physical card, select Gambling controls.
\nSelect Turn on the gambling block.
\nFollow the steps to turn on the block.
\nThe gambling block is always turned on for Virtual cards, teen accounts and Under 16s Spaces.
\nWhen you turn on the block:
\nWe’ll block payments to businesses that categorise themselves as gambling operators.
\nThe block will stop most card payments. Some payments might still go through, especially if you use the account number and sort code.
\nIf you turn the block off, you’ll have to wait 48 hours before the block is removed.
\nIt’s important to know:
\nPayments at non-gambling businesses, like buying lottery tickets at the supermarket, will still go through.
\nWe can’t give you a refund for any payments that get through the gambling block.
\nWhen you turn off the gambling block, you’ll have to wait for the cool-off period to end before you make a gambling payment. We can’t speed up or change this cool-off period.
\nUsing the gambling block won’t affect your credit score.
\nIf you’d like us to apply the gambling block to a specific company, please get in touch with us.
\nIf you or someone you know is struggling with gambling, we’re here to help. Check out what support and resources are available on our website
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":75,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915746634225434823,"question":"How do I block gambling payments?","answer":"You can turn on the gambling block in the Starling app. To do this:
\nGo to the Cards section of the app.
\nUnder your main physical card, select Gambling controls.
\nSelect Turn on the gambling block.
\nFollow the steps to turn on the block.
\nThe gambling block is always turned on for Virtual cards, teen accounts and Under 16s Spaces.
\nWhen you turn on the block:
\nWe'll block payments to businesses that categorise themselves as gambling operators.
\nThe block will stop most card payments. Some payments might still go through, especially if you use the account number and sort code.
\nIf you turn the block off, you'll have to wait 48 hours before the block is removed.
\nIt's important to know:
\nPayments at non-gambling businesses, like buying lottery tickets at the supermarket, will still go through.
\nWe can't give you a refund for any payments that get through the gambling block.
\nWhen you turn off the gambling block, you'll have to wait for the cool-off period to end before you make a gambling payment. We can't speed up or change this cool-off period.
\nUsing the gambling block won't affect your credit score.
\nIf you'd like us to apply the gambling block to a specific company, please get in touch with us.
\nIf you or someone you know is struggling with gambling, we're here to help. Check out what support and resources are available on our website
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":74,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3370493061717836664,"question":"How do I open a teen account?","answer":"Our teen account is a dedicated account for 16 to 17 year olds who live in the UK. To apply for a teen account you’ll need to download the Starling app from your phone’s app store.
\nWhen you apply we’ll ask for:
\nFor children 6 to 15 years old, there’s Starling Under 16s, which is a debit card connected to a personal or joint account. Parents and carers can set it up and manage it directly in the app.
","accountTypes":["INDIVIDUAL"],"category":"Teen Accounts","subcategory":"Teen Accounts","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915681146905119078,"question":"How do I open a euro account?","answer":"You can apply for a euro account in the Starling app by tapping ‘Open a new account’. You’ll need a Starling personal or business account first.
\n\nOur accounts are subject to eligibility criteria. This means they’ll only be visible in the app to eligible customers. We can’t confirm if you’ll be eligible for a euro account until you’ve opened a current account.
\nWhen you’re a sole trader, the law sees you and your business as the same entity. This means your personal money and your business money are legally the same thing.
\n\nBut when you set up a limited company, the law treats it as a completely separate entity. So any money your business makes belongs to the company – not to you personally.
\n\nBecause of this, we can’t just upgrade or rename your existing Starling sole trader account.
\n\nTo keep your business and personal money properly separate, you’ll need to:
\n \nYou can keep your sole trader account open if you plan to keep running a totally separate sole-trader business alongside your new limited company.
\nNo, the person using your expense card can’t access the Starling app or your account.
\n\nThis means you’ll need to manage their card in the app, such as:
\nWe often have to ask for additional approval using 3DSecure (3DS) before an online payment can go through. When this happens, the person who created the expense card will get an app notification asking for their approval.
\n\nThe person you’ve given the expense card to won’t have access to this notification, so won’t be able to approve the payment themselves.
\n\nWe recommend you ask your employees to give you a heads-up before they make an online payment so you can open the app and approve it straight away.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8466763093140981361,"question":"Why was an online purchase on one of my expense cards declined?\n","answer":"To keep your business account secure, online card purchases often need 3D Secure (3DS) approval from you, the account owner.
\n\nMost payments need 3DS approval from you within 5 to 10 minutes. An employee's online expense card payment will be declined, or left pending if you don’t approve it in time.
\n\nTo stop this from happening, you can ask your employees to give you a heads-up before they make an online purchase so you can open the app and approve it straight away.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8466341792210374187,"question":"What controls do I have for expense cards?","answer":"There are two main controls you can use in the Starling app.
\n\nCard Lock\n\n\nLocking the card means it can’t be used to make any payments. Locking a card overrides all the other controls.
\n\nOnline payments\n\n\nThis controls whether your expense card can be used online. These are payments made by giving the retailer the card details, rather than using the physical card itself.
\n\nYou can find both of these controls in the Cards section of the app. You can also access them by going to the Expense Card Space, selecting Manage Space, and then Manage card.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8466146089106096919,"question":"My expense card is lost or stolen, what do I do?\n","answer":"If you find out that an expense card is lost or stolen, you need to lock the card in the Spaces section of the Starling app as soon as possible. To do this:
\nOnce you’ve done that, message us in the Help section of the app to order a replacement card. You’ll need to confirm your registered address before we can send a new card.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8465731067364526347,"question":"I’ve got an expense card for someone else’s business account expense card, how do I get help?\n","answer":"If you’ve been given an expense card for a business or sole trader account, and you need help with your card, you should speak to the account holder first.
\n\nThey’ll be able to contact us for support, or to ask any questions.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8465477188636593162,"question":"Who can use my expense card?\n","answer":"You should only give an expense card to someone you trust to make card payments for your business, for example a contractor or employee. As the account holder, you’re responsible for how someone uses an expense card on your account.
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8465347261347283888,"question":"What are the spending limits on expense cards?\n","answer":"As the account holder, you can control how much can be spent on an expense card by only adding the amount you’re comfortable with to the Expense Card Space.
\n\nEach expense card also has a:
\nYou also can’t use an expense card for:
\nTo order an expense card you need to have a Starling sole trader or business account.
\nThe expense card can only be delivered to the account holder’s registered address.
\n\nOnce it arrives, you’ll need to activate the expense card in your Starling account before you give it to a trusted person, for example a contractor or employee. Don’t forget to also tell them the PIN for the card.
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8464561989170907431,"question":"Can I add my expense card to a mobile wallet?\n","answer":"No, expense cards can only be used in-person for chip and PIN and contactless payments, as well as online spending.
\n\nIt can’t be added to mobile wallets like Apple Pay, Google Pay, or Samsung Pay.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8464093232808742467,"question":"Can my expense card be sent to the address of my employee or contractor, rather than to my address?\n","answer":"No, unfortunately not. To keep your account safe, we can only send an expense card to the account holder’s registered address.
\n\nOnce it arrives, you’ll need to activate the expense card in your Starling account before you give it to your trusted person. Don’t forget to also tell them the PIN for the card.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8464278525809019850,"question":"How many expense cards can I have?\n","answer":"You can have up to 5 expense cards on your business or sole trader account. Each expense card is connected to a Space. You can’t have more than one expense card connected to a single Space.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8463629188716839106,"question":"What types of payments can my expense card be used for?\n","answer":"Expense cards can be used for in-person chip and PIN and contactless payments, as well as online spending.
\n\nTo help keep your account safe, expense cards can’t be used for:
\nThe Expense Card Space also can't be used for any other types of payments, such as Direct Debits or bank transfers.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8462918746086983393,"question":"How much does a Starling business account expense card cost?\n","answer":"It’s free! You can have up to 5 expense cards on your account. They’re free to order and there’s no monthly fee for using them.
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8462531700792247913,"question":"How long will it take for my expense card to arrive?\n","answer":"The expense card should arrive within 3 to 5 working days of you ordering it. The card can only be sent to the account holder's registered address.
\n\nYou’ll need to activate the expense card in your Starling account before you give it to a trusted person, for example a contractor or employee. Don’t forget to also tell them the PIN for the card.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8462162435934995374,"question":"How do I add money to my expense card?\n","answer":"Because your expense card is linked to a Space in your business account, you need to add money to that Space from your main account balance. To do this:
\nYou can only have a maximum of £5,000 in the Expense Card Space. This is because there's a daily spending limit of £5,000 for each expense card you have.
\n\nYour trusted person will only be able to spend the balance that’s available in the Space. Any payments that take them over the balance will be declined.
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8461700205933317923,"question":"How do I cancel an expense card?\n","answer":"You can cancel an expense card at any time. To cancel the card you can either archive the Space it’s connected to, or message us in the app and we’ll cancel the card for you.
\n\nTo cancel the card by archiving the Space:
\nThis will automatically cancel the expense card connected to the Space. Any money left in the Space will be moved to your main account balance.
\n\nYour trusted person won’t be able to use their expense card after it’s cancelled.
\n\nIf the expense card is lost or stolen, you should lock it in the Cards section of the Starling app, and then message us in the Help section of the app for a replacement.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8424053033077262914,"question":"How do I activate my expense card?\n","answer":"When the expense card arrives, the account holder needs to activate it in the Starling app before giving it to their trusted person. To do this:
\nOnce the expense card is activated, it’s ready to be used.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8421390092098815877,"question":"Can I give someone an expense card on my Starling business account?\n","answer":"Yes, you can create up to 5 expense cards for your business or sole trader account for free. You can order an expense card for an employee or another trusted person that you work with.
\n\nExpense cards are connected to a Space separate from your main account balance. You’ll need to add money to the Space so that your trusted person can spend it on their expense card.
\n\nTo order an expense card:
\nThe expense card can only be delivered to the account holder’s registered address. Once it arrives, you’ll need to activate the expense card in your Starling account before you give it to your trusted person. Don’t forget to also tell them the PIN for the card.
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Expense card ","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915711434559407909,"question":"How do I check how much cash I’ve deposited at the Post Office?","answer":"You can check how much cash you have deposited into your account in the app. All you need to do is search \"Post Office Banking Services\" on the transaction history. For personal and joint accounts, there are individual limits on the amount of cash you can deposit in each account.
\nPersonal and joint accounts can deposit up to £5,000 per calendar year. You can deposit up to £1,000 per day, with no more than £250 of that in coins.
\nThere's a 0.7% charge for all deposits over £1000.
\nPlease note that your individual annual limit may vary, please get in touch with us via the Help section of the app if you need to find out more.
\nYou can find your nearest Post Office branch here.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2442001636279993926,"question":"What is Accounting?","answer":"Accounting is our new tool for business and sole trader customers. It’s a HMRC-recognised Making Tax Digital tool with a wide range of accounting, tax and bookkeeping features accessed through our online banking portal.
\nThere’s two Accounting plans available, Essentials and Plus. Essentials is free, and it’s suited to sole traders, landlords and small businesses. Plus is for VAT-registered businesses. It’s £7 a month until April 2027, then £14 a month after that.
\nPlus has all the great features of Essentials, as well as the ability to calculate and submit VAT returns directly to HMRC.
\nEssentials can help you to:
\nsee your business finances and upcoming tasks on one dashboard
\nkeep an eye on money coming in and going out
\nview your profit and loss reports
\nget real-time tax return estimates
\nstay informed about upcoming tax deadlines
\nsubmit quarterly updates and Self Assessments direct to HMRC (for sole traders only)
\nFor limited companies, Essentials also includes:
\nlive balance sheets
\nCorporation Tax estimates
\nFind out more about our accounting tool features.
\nFind out more about what businesses can use Accounting.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2666206311374340133,"question":"What is an easy bank transfer? ","answer":"With an easy bank transfer, you can add money to your Starling account from an account you have with another bank without entering your account details.
\nIn the Starling app, choose the bank you want to transfer money from and enter how much you want to send to your Starling account. We'll then take you to your other bank's app or website so you can log in and approve the transfer.
\nOnce that's done, we'll bring you straight back to the Starling app. The money will usually arrive in your account straight away, but it can take up to 2 hours.
\nWe never see your login details for any of your other accounts.
\nYou can only make an easy bank transfer in the Starling app. You can't do it in online banking. Please note we're rolling out the feature slowly and you may not have access to it yet.
\nFind out how to make an easy bank transfer.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Easy bank transfer","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal","business","joint"]},{"id":3915855343006728857,"question":"How can I add money to my Starling account?","answer":"There are several ways to add money to your account.
\nIn the app you can:
\ntransfer money from another bank with an easy bank transfer
\ndeposit a cheque for up to £1,000
\nswitch an account you have with another bank to Starling – this moves your account balance, Direct Debits, and standing orders to us in 7 working days.
\nTo get started:
\nopen the app
\nmake sure you're in the account you want to add money to
\ntap the plus icon (+) on the home screen
\nselect how you'd like to add money, and follow the steps
\nOutside of the app you can:
\nmake a manual bank transfer from your other bank using your Starling sort code and account number. To find these details, tap the plus icon (+) on the home screen, then tap Manual bank transfer
\nask your employer to pay your salary into your Starling bank account. All you need is the sort code and account number
\ndeposit cash at any Post Office in the UK
\npost a cheque to us, if it's over £1,000
\nAn easy bank transfer might not go through if the amount you try to transfer is more than the limit your other bank has set for your account. If this happens, you can try to transfer a lower amount, or contact your other bank for more details.
\nAn easy bank transfer also may not go through if:
\nthere isn't enough money in your other account
\nyour other bank rejects the transfer
\nyou don't approve the transfer in your other bank's app either at all or within the required time
\nIf we know why your transfer hasn't gone through, we'll show you the reason in the Starling app.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Easy bank transfer","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":2666665468339833397,"question":"Which banks can I make an easy bank transfer from in the Starling app? ","answer":"When you choose to make an easy bank transfer in the Starling app, you'll find a full list of high street and digital banks. You can scroll through the list or use the search bar to find your other bank.
\nIf your bank isn't listed
\nIt means we haven't connected to that bank yet, or they don't support easy bank transfers. We often update this list of banks, so it may be available in the future.
\nYou can still transfer money to your Starling account from your other bank. You'll just need to log into your other bank's app or website and make a manual bank transfer using your Starling sort code and account number.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Easy bank transfer","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":2666250774265087143,"question":"How do I make an easy bank transfer? ","answer":"Follow these steps:
\nOpen the Starling app and tap the plus (+) icon on the home screen.
\nTap Easy bank transfer.
\nChoose your other bank that you want to move money from.
\nEnter the transfer amount.
\nWe'll take you to your other bank's app or website to approve the transfer.
\nOnce it's approved, we'll bring you straight back to the Starling app.
\nThe money should arrive in your account straight away, but it can take up to 2 hours.
\nYou can only make an easy bank transfer in the Starling app. You can't do it in online banking.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Easy bank transfer","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":3915718075652653738,"question":"What is the maximum amount I can send via a bank transfer?","answer":"Payment limits apply to your personal account. You can process payments in the app, and should we need any further information to approve the payment, we'll get back in touch with you in-app. In some circumstances, you may be asked to provide some evidence regarding your payment. We review the information you provide between 9 am and 5 pm on business days.
\nPlease note the Faster Payments scheme has a £1,000,000 per transaction limit. If you wish to send payment over this amount, the payment will need to be sent via CHAPS.
\nIf you require a CHAPS payment, please get in touch via the app. Please note there is a £20 charge for each CHAPS payment.
\nPayment limits also exist for international payments. Please contact customer services via in-app chat to find out your international payment limit.
\nPlease see this page regarding EUR payment limits for payments from your EUR account.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":82,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2660039764275187551,"question":"How do I change my profit share percentage in Accounting?","answer":"If you own rental property with someone else, you can use our profit share setting in Accounting to calculate your share of income and expenses for your quarterly tax updates.
\nLog into online banking, then go to Accounting.
\nNext, select Settings and then Self Assessment.
\nFinally, select Landlord, from here you can set your profit share percentage.
\nWhatever percentage you set as your profit share will be applied to all the rental income and expenses you record in Accounting.
\nImagine that your rental income was £20,000 and your expenses were £2,000.
\nIf you set a profit share of 50%, the income reported on your quarterly update would be £10,000, and your expenses would be £1,000.
\nThe profit share setting is useful if you have one property that you own with someone else, such as a partner, and all the income and expenses are paid through your Starling account.
\nBy setting your portion of the profit share, we can automatically do the maths for you when it's time to report to HMRC.
\nIf you have more than one property, the profit share you enter will apply to all income and expenses across all properties that you record in Accounting. In this case, you may need to calculate an 'aggregate' share across all your properties.
\nFor example:
\n| \n Property \n | \n\n Total income \n | \n\n Your ownership \n | \n\n Your share \n | \n
| \n Property A \n | \n\n £10,000 \n | \n\n 100% \n | \n\n £10,000 \n | \n
| \n Property B \n | \n\n £20,000 \n | \n\n 50% \n | \n\n £10,000 \n | \n
| \n Total \n | \n\n £30,000 \n | \n\n Aggregate: 66.67% \n | \n\n £20,000 \n | \n
In this scenario, you would set your profit share as 66.67%.
\nIf you own multiple properties that have significantly different levels of income and expenses, we recommend talking to an accountant or tax adviser about your situation before you use the profit share setting.
\nThis is because applying a single flat profit share percentage across everything may not give you an accurate report.
\nIf a single flat percentage doesn't fit your situation, you should keep the profit share setting at 100%, and instead only record your share of income and expenses.
\nYou can do this by:
\nSplitting transactions: when a payment comes into your account, use the 'Split' tool to categorise only your portion. Then categorise the remaining amount to a personal category so that it doesn't impact your report.
\nCreating manual entries: Enter the exact amount for your share of income or expenses manually into Accounting.
\nYou don't need to use the profit share setting if you:
\nmanually record your share of income and expenses using manual entries
\nreceive your share of rental income directly into your account. For example, if the letting agent pays you 50% of the income, and then they pay your partner their 50% separately.
\nNo, you can only use the spending categories we provide. But you can change a category by selecting the pencil icon next to the category when viewing a transaction.
\nYou can also add custom tags to your transactions. Tags can help you track your spending even more, you can add up to 5 tags to a transaction. Learn more about transaction tags.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":43,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":305216121318688400,"question":"What are transaction tags, and what can I do with them?","answer":"Transaction tags are labels you can add to your payments to help you keep track of what you spend your money on. They're a useful extra bit of information about your spending on top of our spending categories.
\nFor example, you could add tags to payments about your commute to help you understand how much you spend getting to work.
\nYou can add up to 5 tags to a transaction, and you can have up to 100 tags on your account. Once you've tagged a transaction, the tag will stay there unless you remove or delete it.
\nYou can also learn more about your spending by filtering through your tags in the Spending section of the app.
\nBear in mind, the spending across all your tags can add up to more than your total spend. This is because you can add more than one tag to a transaction.
\nIf you have a joint account, or a business account with shared access, other account users will be able to see the tags you create. Learn more about who can see your tags.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal","business","joint"]},{"id":305747350441313674,"question":"How many tags can I have?\n","answer":"You can add up to 5 tags to a transaction, and you can have up to 100 tags on your account.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":306215352539171231,"question":"Can anyone else see my tags?","answer":"If you have a joint account, or a business account with shared access, other account users will be able to see the tags you create. If you're not comfortable with this, you can delete the tags from your account.
\nTo manage the tags on a transaction:
\nTap Add tags on the transaction screen.
\nOr, select the pencil icon if there's already a tag on the transaction.
\nThen, select Manage in the top right-corner of the screen.
\nFrom here, you can edit, remove or delete any of your existing tags.
\nIf you delete a tag, it'll be removed from any other transactions with that tag.
\nDeposits in Starling are protected by The Financial Services Compensation Scheme (FSCS) up to a value of £120,000 per person. This is across all your Starling accounts. Anything above £120,000 that you have in your Starling accounts won't be protected.
For joint accounts, the £120,000 limit per person still applies. This means that money in joint accounts with two account holders can be protected up to a maximum of £240,000, but it could be less if either of you have money in other Starling accounts.
Money in joint accounts is split equally between you and the other account holder, unless we've got specific legal instructions from you both about how the money should be split.
Savings you have with other banks or building societies won't count towards your £120,000 limit on deposits with Starling. You can check your protection here.
You can find out more about how your Starling account is protected in our Financial Services Compensation Information Sheet. Or, you can learn more on the FSCS website.
","accountTypes":["JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":51,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":889577674756211251,"question":"How often can I make deposits into or withdraw from my Easy Saver?\n","answer":"You can move money in and out of your Easy Saver as often as you'd like. You can only do this to and from your Starling account. You can't directly move money between your Easy Saver and other bank accounts. You also can't deposit or withdraw money by cash or cheque.
We won't charge you for any deposits or withdrawals.
To make a deposit or withdrawal, head into the Spaces section in the app, and then to your Easy Saver. Money in a joint Easy Saver can be moved by both account holders.
Remember that you can earn interest on a maximum of £1 million in your Easy Saver. Once your Easy Saver reaches this amount, we'll continue to pay interest on £1 million but you won't be able to add any more money.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":50,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8766484297963554563,"question":"I already have a personal Starling Easy Saver. Can I also open a joint version? ","answer":"Yes! If you have a Starling personal account and a Starling joint account, then you can also have one personal Easy Saver and one joint Easy Saver at the same time.
Easy Saver accounts are subject to eligibility criteria. This means that only customers who match our criteria can apply for and open an Easy Saver.
","accountTypes":["JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":49,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915635333337532646,"question":"Will I get a new debit card for my euro account?","answer":"You won't get a new debit card for your Starling euro account. But you can make card payments from it using the same debit card you have for your business account. You'll need to link your card to your euro account in the app first:
If you don't see this option, it means you've already linked your card to your euro account, so the 'EUR Card Spending' toggle will be switched on.
When you link your card to your euro account, all card payments in euros will come from that account. Payments in other currencies will still come from your British pound business account. If your business has multiple cards, each cardholder must individually link their card in their own app to spend from the euro account.
To go back to using your business account for card payments in euros:
Switch off the EUR Card Spending toggle.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"EUR Account Features","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915819581229125350,"question":"Will I get a new debit card for my euro account?","answer":"You won't get a new debit card for your Starling euro account. But you can make card payments from it using the same debit card you have for your personal account. You'll need to link your card to your euro account in the app first:
If you don't see this option, it means you've already linked your card to your euro account, so the 'EUR Card Spending' toggle will be switched on.
When you link your card to your euro account, all card payments in euros will come from that account. Payments in other currencies will still come from your personal account.
To go back to using your personal account for card payments in euros:
We don't charge you any transfer fees when you use your euro account to send and receive euros.
If you send a payment in euros, your payee's bank might charge a fee. This can happen if the payee's bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
If you move money between your Starling accounts
You can move money between your Starling euro account and another account you have with us that's in a different currency.. Each time you do, that money is converted between currencies, and you'll pay a 0.4% conversion fee on the money you want to move.
We always show you the exact cost of converting money before you move it between your Starling accounts.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Payments","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915878772453558432,"question":"What are the transfer limits for my euro account?","answer":"You can send up to €250,000 in a single transfer from your euro account. And the total amount of money you can send each day is €500,000.
We can't change the transfer limits for your euro account. So if you need to send more than the daily transfer limit of €500,000, you'll have to split the payments across multiple working days.
If we need any more information about a payment, we'll message you in the Starling app. For example, if you're buying a property, we might ask you to send us a completion statement.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Payments","featured":false,"priority":43,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915853283432285834,"question":"What are the card limits for my euro account?","answer":"You can spend the euro equivalent of up to £10,000 each day with your Starling debit card. And you can make a maximum of 50 card payments per day.
These limits apply to each individual business cardholder. If you have multiple directors with cards, each person can spend up to the daily limit independently.
You can also make up to 6 cash withdrawals per day, with a daily limit of £300.
You can link your Starling debit card to your euro account so card payments in euros come from it. If you do, you can spend up to £10,000 worth of euros with your card at the current day's exchange rate.
If you need to make a larger card payment
You can ask the merchant if they'll accept a bank transfer in euros, which you can send from your euro account in the app. Or you can ask the merchant if you can split your card payments across multiple days.
Things to know:
If you don't have enough money in your euro account to make a card payment, the payment won't go through.
If you have money in your Starling business account to cover the payment, you can either:
How to switch off the 'EUR Card Spending' toggle
If you only see the option to 'Link card to Euro account', it means your card isn't linked to your euro account. So card payments in euros will come from your business account instead.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Payments","featured":false,"priority":41,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915872538562545454,"question":"How long does it take to send euros from my euro account?","answer":"We process payments from euro accounts on working days only. So if you send a euro payment on a weekend or an EU or UK public holiday, it will leave your account the next working day.
If you want a payment from your euro account to leave on the same day, make sure you send it before 2:15pm on a working day. If you send the payment after this time, we'll process it the next working day.
Your payee's bank will usually get your euro payment on the working day after we send it.
If we need any more information about a payment
We'll message you in the Starling app. For example, if you're buying a property, we might ask you to send us a completion statement.
It may take longer to process your payment if we need more information about it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Payments","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4870749534121250093,"question":"How do I receive payments into my euro account?","answer":"You'll need to share your euro account's IBAN and BIC with the sender so they can pay you. You can find these details in the Starling app:
To make sure you're sharing the correct account details, check that the BIC is SRLGGB3L. This BIC is the same for all Starling euro accounts.
There are no fees or charges to receive euros into your Starling euro account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":58,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FX_TRANSFER"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","SOURCE:FX_TRANSFER"]},{"id":3637889782016983437,"question":"How do I close my euro account?","answer":"We're sorry you want to close your euro account. Is there something wrong or that we could do better? If so, please message us in the Starling app and we'll look into it.
If you'd still like to close the account, first make sure there's no money left in it. Then:
If there's still money in your euro account, you'll need to transfer this out before you can close it in the app, or you can get in touch with us to ask us to close your account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Subscriptions","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915678931843763187,"question":"Do I earn or pay interest on my euro account balance?","answer":"We don't currently pay or charge interest on any money you have in your euro account.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"EUR Account Features","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915604800003588327,"question":"Can I set up and manage SEPA Direct Debits and standing orders from my euro account?","answer":"Yes, you can. We process these types of payments on working days only. So if you schedule one for a weekend or an EU or UK public holiday, it will leave your account the next working day.
Direct Debits from your euro account
To set up a SEPA Direct Debit, you'll need to share your Starling euro account's IBAN and BIC with the merchant who will collect the payment. You can find these details in the Starling app:
To help you make sure you're sharing the correct account details, check that the BIC is SRLGGB3L. This BIC is the same for all Starling euro accounts.
To cancel or change the Direct Debit, you'll need to contact the merchant you're paying.
Standing orders from your euro account
To set up a standing order:
Once you've set up a standing order, you can manage it in the Starling app:
Transfer fees
We don't charge you a fee if you use your euro account to send or receive euros.
If you send a payment in euros, your payee's bank might charge a fee. This can happen if the payee's bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
Are there fees for Euro transfers?
Yes, you can make mobile wallet payments in euros from your euro account. To do this, make sure you've linked your card to your euro account first:
If you want card and mobile wallet payments in euros to come from your personal account again:
Turn off the EUR Card Spending toggle.
","accountTypes":["INDIVIDUAL"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":57,"context":{"appScreen":["ALL_TOPICS","EURO_CARD"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915630317562709498,"question":"Can I make payments from my euro account using mobile wallets, like Apple Pay and Google Pay?","answer":"Yes, you can make mobile wallet payments in euros from your euro account. To do this, make sure you've linked your card to your euro account first:
If you want card and mobile wallet payments in euros to come from your business account again:
Yes, you can make mobile wallet payments in euros from your joint euro account. To do this, make sure you've linked your card to your joint euro account first:
If you want card and mobile wallet payments in euros to come from your joint account again:
It's free to open and hold money in a Starling euro account.
We don't charge you transfer fees when you use your euro account to send and receive euros.
If you send a payment in euros, your payee's bank might charge a fee. This can happen if the payee's bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
If you move money between your Starling accounts
You can move money between your Starling euro account and another account you have with us that's in a different currency. Each time you do, that money is converted between currencies, and you'll pay a 0.4% conversion fee on the money you want to move.
The conversion fee is always 0.4%, no matter how much money you move or which currency you're converting.
We always show you the exact cost of converting money before you move it between your Starling accounts.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Features","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5947444378823508388,"question":"How do I open a joint euro account?","answer":"To apply for a joint euro account both account holders must:
Only one of you needs to start the application. Once that person's completed their side of it, we'll let the other person know when it's time to complete theirs.
To start the application, one of you needs to:
You can move money between your Starling euro account and another account you have with us that’s in a different currency. Each time you do, that money is converted between currencies, and you’ll pay a 0.4% conversion fee on the money you want to move.
\nTo move money between your Starling accounts:
\nWe always show you the exact cost of converting money before you move it between your Starling accounts.
\nYou can move money between your Starling accounts anytime, even on weekends.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915834895923495020,"question":"I don’t recognise a payment on my euro account. What should I do?","answer":"If a payment on your account doesn’t look familiar, follow these steps:
\nLock your card
\n1. Open the Starling app.
\n2. Go to Cards.
\n3. Tap the toggle to lock your card.
\nLocking your card means no one can use it until you unlock it again.
\nIf you find out you made the payment that you’re unsure about, you can unlock your card.
\nCheck your recent payments in the app
\n1. Open the Starling app.
\n2. Scroll down to your transaction feed to find any payments you don’t recognise.
\n3. Tap on any payment for more details.
\nSome merchants may show under different names on your transaction feed or statement. Often, this is because they use a parent company’s name for their transactions.
\nYou can search for the company name online to find out more.
\nCheck your scheduled payments
\nThe transaction you’re unsure about could be linked to a subscription or recurring payment you’ve set up. For example, a free trial may have rolled into a paid service or you may have agreed to make a recurring payment.
\nHere’s how you can check if the unfamiliar transaction is part of a subscription or recurring payment:
\n1. Open the Starling app.
\n2. Go to Payments.
\n3. Tap the Scheduled tab to see any recurring payments or subscriptions you’ve set up.
\nGet in touch with us
\nIf you've followed the steps above and still don’t recognise the payment, contact us as soon as possible. You can message us in the app or call us on:
\n· 020 7930 4450 if you’re in the UK
\n· +44 20 7930 4450 if you’re abroad
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":56,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915860567035823227,"question":"I don't have enough money in my euro account to make a euro payment. What will happen?","answer":"If you don't have enough money in your euro account to make a card payment, the payment won’t go through.
\nIf you have money in any other Starling account to cover the payment, you can either:
\nHow to switch off the ‘EUR Card Spending’ toggle
\nIf you only see the option to ‘Link card to Euro account’, it means your card isn’t linked to your euro account. So card payments in euros will come from your other account instead.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":53,"context":{"appScreen":["ALL_TOPICS","EURO_CARD"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915860021952530749,"question":"What are the bank transfer limits for my euro account?","answer":"You can send up to €250,000 in a single transfer from your euro account. And the total amount of money you can send each day is €500,000.
\nWe can’t change the transfer limits for your euro account. So if you need to send more than the daily transfer limit of €500,000, you’ll have to split the payments across multiple working days.
\nIf we need any more information about a payment, we’ll message you in the Starling app. For example, if you’re buying a property, we might ask you to send us a completion statement.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":52,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915749679506408112,"question":"How does Starling's 0.4% conversion fee for international payments compare to other banks?\n","answer":"Some banks may add hidden fees and markups within their exchange rate. This can make it harder to know the true cost of sending money internationally or converting money between your accounts.
\nAt Starling, we keep things simple. We show you our exchange rate and our 0.4% conversion fee separately before you make a transfer in the app. This means you can see exactly how much you're paying for currency conversion, with no hidden charges, and easily compare our fees with other banks.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915691768892246931,"question":"Does the 0.4% conversion fee change depending on the amount of money I convert?","answer":"If you move money between your Starling euro account and another account you have with us that’s in a different currency, you’ll pay a 0.4% conversion fee on the money you want to move.
\nThe conversion fee is always 0.4%, no matter how much money you move or which currency you’re converting.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915702676626032106,"question":"What are the card limits for my euro account?","answer":"You can spend the euro equivalent of up to £10,000 each day with your Starling debit card. And you can make a maximum of 50 card payments per day.
\nYou can also make up to 6 cash withdrawals per day, with a daily limit of £300.
\nYou can link your Starling debit card to your euro account so card payments in euros come from it. If you do, you can spend up to £10,000 worth of euros with your card at the current day's exchange rate.
\nIf you need to make a larger card payment
\nYou can ask the merchant if they’ll accept a bank transfer in euros, which you can send from your euro account in the app. Or you can ask the merchant if you can split your card payments across multiple days.
\nThings to know
\nYes, you can. We process these types of payments on working days only. So if you schedule one for a weekend or an EU or UK public holiday, it will leave your account the next working day.
\nTo set up a SEPA Direct Debit, you’ll need to share your Starling euro account’s IBAN and BIC with the merchant who will collect the payment. You can find these details in the Starling app:
\nTo help you make sure you’re sharing the correct account details, check that the BIC is SRLGGB3L. This BIC is the same for all Starling euro accounts.
\nTo cancel or change the Direct Debit, you’ll need to contact the merchant you’re paying.
\nTo set up a scheduled payment:
\nOnce you’ve set up a scheduled payment, you can manage it in the Starling app:
\nWe don’t charge you a fee if you use your euro account to send or receive euros.
\nIf you send a payment in euros, your payee’s bank might charge a fee. This can happen if the payee’s bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":50,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915677526668430091,"question":"How long does it take to send euros from my euro account?","answer":"We process payments from euro accounts on working days only. So if you send a euro payment on a weekend or an EU or UK public holiday, it will leave your account the next working day.
\nIf you want a payment from your euro account to leave on the same day, make sure you send it before 2:15pm on a working day. If you send the payment after this time, we’ll process it the next working day.
\nYour payee’s bank will usually get your euro payment on the working day after we send it.
\nWe’ll message you in the Starling app. For example, if you’re buying a property, we might ask you to send us a completion statement.
\nIt may take longer to process your payment if we need more information about it.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":49,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915782037734574125,"question":"Where can I send euro payments to from my euro account?","answer":"You can only send euros to bank accounts that accept SEPA payments.
\nWhen you send euro payments, Starling uses a network of payment providers and local banks. These providers and banks don't allow payments to or from countries on the EU's high-risk third countries list.
\nIn rare cases, a country that you can usually send SEPA payments to may appear on this list. If that happens, you won't be able to send euros to that country from your euro account.
\nYou can use your Starling euro account to send euros to these countries:
\nWe don't charge you a fee if you use your euro account to send and receive euros.
\nIf you send a payment in euros, your payee's bank might charge a fee. This can happen if the payee's bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":48,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915693663086791140,"question":"Will I be charged for using my euro account to send and receive euros?","answer":"We don’t charge you any transfer fees when you use your euro account to send and receive euros.
\nIf you send a payment in euros, your payee’s bank might charge a fee. This can happen if the payee’s bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
\nYou can move money between your Starling euro account and another account you have with us that's in a different currency. Each time you do, that money is converted between currencies, and you'll pay a 0.4% conversion fee on the money you want to move.
\nWe always show you the exact cost of converting money before you move it between your Starling accounts.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":47,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5860000727900835683,"question":"How do I receive payments into my euro account?","answer":"You’ll need to share your euro account’s IBAN and BIC with the sender so they can pay you. You can find these details in the Starling app:
\nTo make sure you’re sharing the correct account details, check that the BIC is SRLGGB3L. This BIC is the same for all Starling euro accounts.
\nThere are no fees or charges to receive euros into your Starling euro account.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Payments","featured":false,"priority":45,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915825826912292078,"question":"How can I use my Starling card abroad if I have a joint account and a joint euro account?","answer":"You can make card payments in euros from your joint euro account or your joint account.
\nIf you want card payments in euros to come from your joint euro account instead of your joint account, you’ll need to link your card to your joint euro account:
\nIf you don’t see this option, it means you’ve already linked your card to your joint euro account, so the ‘EUR Card Spending’ toggle will be switched on.
\nTo go back to using your joint account for card payments in euros:
\nIf you’d prefer to make card payments in euros from your joint account, make sure the ‘EUR Card Spending’ toggle is switched off and then use your debit card as normal:
\nIf you only see the option to ‘Link card to Euro account’, it means your card isn’t linked to your joint euro account, so card payments in euros will come from your joint account.
\nWhen you use your card abroad to pay for things or withdraw money from a cash machine, you can choose the option to pay in the local currency. This means you get the Mastercard exchange rate, which is likely to be better than the rate set by the merchant or the cash machine provider. If you choose to pay in GBP, the merchant or cash machine provider might add a fee or a markup to the exchange rate.
\nYou can check the current currency rate for using your card abroad in the app. Just go to Cards and then tap Going abroad?.
","accountTypes":["JOINT"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8766551612142995082,"question":"How can I use my Starling card abroad if I have a personal and euro account?","answer":"You can make card payments in euros from your euro account or your personal account.
\nIf you want card payments in euros to come from your euro account instead of your personal account, you’ll need to link your card to your euro account:
\nIf you don’t see this option, it means you’ve already linked your card to your euro account, so the ‘EUR Card Spending’ toggle will be switched on.
\nTo go back to using your personal account for card payments in euros:
\nIf you’d prefer to make card payments in euros from your personal account, make sure the ‘EUR Card Spending’ toggle is switched off and then use your debit card as normal:
\nIf you only see the option to Link card to Euro account, it means your card isn’t linked to your euro account, so card payments in euros will come from your personal account.
\nWhen you use your card abroad to pay for things or withdraw money from a cash machine, you can choose the option to pay in the local currency. This means you get the Mastercard exchange rate, which is likely to be better than the rate set by the merchant or the cash machine provider. If you choose to pay in GBP, the merchant or cash machine provider might add a fee or a markup to the exchange rate.
\nYou can make card payments from your Starling joint euro account using the same debit card you have for your joint account. To do this, you’ll need to link your card to your joint euro account in the Starling app first:
\nIf you don’t see this option, it means you’ve already linked your card to your joint euro account, so the ‘EUR Card Spending’ toggle will be switched on.
\nWhen the ‘EUR Card Spending’ toggle is switched on, all card payments in euros will come from your euro account. Payments in other currencies will still come from your joint account.
\nCard payments in euros and other currencies will come from your joint account.
\nTo switch off the ‘EUR Card Spending’ toggle:
\nStarling is a fully licensed UK bank. Deposits of up to £120,000 per person are protected under the Financial Services Compensation Scheme (FSCS). You can find out more information here: https://www.starlingbank.com/legal/account/fscs-protection/ or head to their website here for further information: www.fscs.org.uk
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":78,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":603793043577193479,"question":"Is Starling protected by the Financial Services Compensation Scheme (FSCS)?","answer":"Starling is a fully licensed UK bank. Deposits of up to £120,000 per person are protected under the Financial Services Compensation Scheme (FSCS). You can find out more information here: https://www.starlingbank.com/legal/account/fscs-protection/ or head to their website here for further information: www.fscs.org.uk
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":77,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1122028079534984359,"question":"How do I raise a dispute about the other account holder on my joint account? ","answer":"If you’re having a disagreement with the other account holder about money in a joint account, you can raise a dispute by getting in touch with us.
\nMessages sent through the app from your joint account will be visible to both account holders. If you need to contact us privately, you can send an email to help@starlingbank.com or call us on 020 7930 4450. We’re available 24/7.
\nWe’ll lock all joint accounts until the dispute is resolved. This includes additional joint accounts, like Euro and Easy Saver.
\nThis means:
\nTo unlock your joint accounts, you’ll both need to tell us that the disagreement has been resolved. You can do this by messaging us in the app.
\nIf we don’t hear from you within 90 days of raising the dispute, we’ll give you both 90 days’ notice before closing your joint accounts.
\nIf either of you has asked us to close your joint accounts before raising a dispute, we’ll close them on the date we already shared with you.
\nIf there’s any money left in your joint accounts when we close them, we’ll split it evenly between both of you. If you’d like to split the money differently, you both need to agree to the split and tell us before your account closes or the dispute ends.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":49,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915615011035303526,"question":"Can I deposit euro cash and cheques?","answer":"At the moment, we can’t accept cash or cheques in euros.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Features","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":886853336424271217,"question":"How do I close my Easy Saver?","answer":"You can close your Easy Saver whenever you like in the app.
\nIf you have a joint Easy Saver, either of you can close the account. Make sure that you’ve told the other account holder before you close the account.
\nWhen your Easy Saver closes, any money will be paid into your Starling account. If you want to reopen an Easy Saver in the future, you’ll need to apply again, and go through eligibility and fraud checks again.
\nIf you have multiple Easy Saver Spaces, these will all be closed as part of the account closure process. You can also archive individual Spaces, but keep your Easy Saver account open.
\nIf you choose to close your Starling account, you will need to close your Easy Saver first. Tap ‘Manage’ at the top of the Savings tab within the Spaces section, select your Easy Saver, then ‘Close account’ and follow the instructions.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":45,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5942960667589560672,"question":"Do you offer loans in euros?","answer":"We don’t currently offer loans on any Starling accounts, including euro accounts.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Borrowing","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":881057475672490174,"question":"Can Starling change the interest rate on my Easy Saver?","answer":"Yes, the interest rate is variable which means it can go up or down.
\nThe account terms and conditions explain why we might change the interest rate, and how we’ll let you know it is changing.
\nIf the rate is going down, we’ll give you at least 14 days’ notice before this happens. We’ll let you know by email if you’ve verified your email address. Otherwise, we’ll send you a message in the app.
\nIf you have a joint Easy Saver, we’ll let both account holders know.
\nYou can close your Easy Saver at any time.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756226739261079,"question":"Do you offer an overdraft on euro accounts?","answer":"We don't currently offer overdrafts on any Starling currency accounts, including euro accounts.
\nWe usually decline any payments that would take your euro account balance below zero.
\nThere are a few cases where this might not happen, though. For example, a payment might still go through if it's processed offline, like if you're on a plane.
\nIf a payment goes through that takes the total account balance of your euro account below zero, this is known as being in an 'unarranged overdraft'. You won't be charged interest on the amount you're overdrawn by. You'll have to pay back the overdrawn amount to keep using your euro account.
\nIf you're struggling to pay back your unarranged overdraft, you can talk to our Financial Assistance team. You can either message us in the app or call us on 020 3841 4955.
\nWe'll take the time to understand your personal circumstances and let you know what support is available. Anything you tell us will be kept confidential and we'll only use it to support you.
\nFind out more about how we can help support you with money worries.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Borrowing","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1509774367414895165,"question":"How is interest paid into my Easy Saver?\n","answer":"We calculate and compound interest daily based on your Easy Saver's balance at the end of each day (plus any interest earned but not yet paid into your account). 'Compound' means we pay interest on the interest you've already earned.
\nWe pay interest into your Easy Saver on the first day of every month.
\nIf you have more than one Easy Saver Space, interest will be earned across all Spaces, but only paid into one. You can change which Space interest is paid into by:
\nIf you hold a joint Easy Saver, both of the account holders can change the interest Space.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":43,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":890168497272999753,"question":"How can I add to and withdraw money from my Easy Saver?","answer":"You can also set up automated transfers into one of your Easy Saver Spaces.
\nSelect the Space, go to 'Manage Space' then turn on the 'Automatic Transfer' toggle. After you've done this, you can then set up the transfer on a defined schedule.
\nYou can also add and withdraw money in online banking.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8754198362752239664,"question":"How do I close my joint euro account?","answer":"We're sorry you want to close your euro account. Is there something wrong or that we could do better? If so, please message us in the Starling app and we'll look into it.
\nYou or the other account holder can close your joint euro account whenever you like in the app.
\nYou should make sure you've told the other account holder before you close the account.
\nIf you'd still like to close the account, and you don't have any money in it:
\nIf there's still money in your euro account, you'll need to transfer this out before you can close it in the app. Or, you can get in touch with us through the app to ask us to close your account.
","accountTypes":["JOINT"],"category":"Euro accounts","subcategory":"Features","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4939156065046514736,"question":"Why am I blocked from making a VAT submission?","answer":"In Accounting, all transactions must be reviewed before you can make a submission. This is a safety check to ensure your filing is 100% accurate.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4937576121468209973,"question":"How are my \"marked as paid\" invoices handled?","answer":"With Toolkit, you didn't need a direct link between your invoices and the payments you received. This could lead to mistakes – like a VAT rate on an invoice not matching what was submitted on a return.
\nHow invoices that were marked as paid but not linked to a transaction move over to Accounting depends on your business type:
\nLimited companies
\nInvoices manually marked as paid will have their statuses returned to overdue or sent. To ensure your accounting is accurate, you'll need to go in and manually add a payment to the invoice.
\nTo link a transaction to an invoice:
\nThis updates the transaction status to Reviewed and also updates the payment status and outstanding amount on the invoice. The invoice will now show as Paid under the Invoicing tab. If the payment was for only part of the invoice, it will show as Sent with the outstanding amount left to pay. If the payment is for multiple invoices, you can select multiple invoices when reviewing the transaction in Accounting.
\nIf the payment receipt isn't in Accounting – because it took place in another bank account, or you received cash – then you can record the transaction manually using Manual Journals.
\nHow to record a payment manually:
\nExample
\nIf you were paid on 15th March 2026 £100 for Invoice #16, then the journal would look like this:
\nDated 15th March 2026
\nDebit Bank Balance £100
\nCredit Invoice #16 £100
\nThis will record a payment of £100 against Invoice #16.
\nTop tip: When raising an invoice as a limited company, there are two things that take place. Firstly, the invoice represents an increase in revenue, and secondly it represents an increase in the amount you're owed from your clients. By matching the invoice to the receipt, you're telling your accounts that this debt has been paid.
\nIf you're VAT registered, there will also be VAT implications when matching a receipt to an invoice. These VAT implications will be handled automatically based on your VAT settings. For example, if you prepared your VAT returns on the cash basis, the payment would trigger VAT to appear on your VAT return covering the payment date.
\nSole traders
\nWe do not import invoices manually marked as paid. Since sole traders on Starling operate on a cash basis, your accounting entries for historic invoices can be handled directly by the bank transactions themselves.
\nIf you raise new invoices however, these will need to be linked to payments in Accounting in order for your money-owed reports to show the correct amount due to you.
\nIf the payment receipt isn't in Accounting – because it took place in another bank account, or you received cash – then you can record the transaction manually using manual entries.
\nHow to record a payment manually:
\nIf you have business transactions outside of your Starling account, you can add them to Accounting as manual entries. It's important to include all income and expenses related to your business, so that your tax calculations are accurate when you submit your Self Assessment.
\nYou can also add eligible business costs paid on a personal card, such as mileage or home office expenses to make sure you have accurate records.
\nWhen to add manual entries
\nAdd a manual sale when you get:
\nAdd a manual expense when you pay for business costs from:
\nCreating a manual entry
\nWhether an entry is treated as a sale or an expense will depend on the category you choose.
\nYou can add extra line items if there are multiple sales or expenses you want to add at once. You can do this by selecting Add another line item.
\nIf you have an expense that's partly for personal use and partly for business use, like your phone bill, you can only claim the part used for business.
\nFor example, if your monthly phone bill is £40 and you use your phone for business half of the time, only log £20 as a business expense. Read more in the government's guide to expenses.
\nThere's no need to reimburse yourself for expenses paid from your personal account.
\nIf you need to transfer the amount back to your personal account, categorise the transfer as Personal withdrawals once it shows up in Starling.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5931135273673247535,"question":"As a limited company, how do I add sales and expenses that aren’t in my Starling account?","answer":"If you have business transactions outside of your Starling account, you can add them into Accounting as manual entries. It's important to enter all income and expenses related to your business so that your tax calculations are accurate.
\nYou can also add eligible business costs paid on a personal card, such as mileage or home office expenses. This helps to make sure you have accurate records, and you pay yourself back.
\nYou might want to add a manual entry if:
\nMore on personal payments for the business
\nSometimes you might pay for a business expense using your personal account – for example, buying supplies, or paying for something on a business trip.
\nThese won't show up in your Starling business account, but they're still part of your business activity.
\nAdding them as manual entries helps you:
\nOnce you've added the manual entry, you can reimburse yourself to keep your reports accurate.
\nCreating a manual entry
\nWhether an entry is treated as a sale or an expense will depend on the category you choose.
\nYou can add extra line items if there are multiple sales or expenses you want to add at once. You can do this by selecting Add another line item.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3488078657538574264,"question":"Why should I use safe locations? ","answer":"Safe locations help protect your money if your device gets lost or stolen in public.
\nFor example, if someone accesses your account from your lost or stolen device and it’s outside of one of your safe locations, they won’t be able to move money from any of your Spaces or savings accounts without your face, fingerprint, or password.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"The basics","featured":false,"priority":6,"context":{"appScreen":["SAFE_LOCATIONS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":["personal","business","joint"]},{"id":3492993580529372337,"question":"What if I need help using safe locations?","answer":"If you’re having trouble accessing your safe locations or need help using them, message us in the app or call us on 020 7930 4450 at any time.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Privacy & Security","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3491260633316149275,"question":"What happens to my safe locations if I get a new device?","answer":"Your safe locations are saved to your Starling account, so you won’t need to add them again on your new device. You’ll just need to check your new device is set up for safe locations:
\nIf your device is set up for safe locations, you’ll be able to see your safe locations. Otherwise, you’ll see a different screen if:
\nIf location services stay turned off on your device
\nWe won’t be able to tell if you’re at one of your safe locations. This means you’ll need to use your fingerprint, face, or password every time you try to move money out of your Spaces and savings accounts – no matter where you are.
\nIf fingerprint or face security stays turned off on your device
\nYou’ll need to enter your password to move money out of your Spaces and savings accounts when you’re not in one of your safe locations.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Accounts & Setup","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3487987276743920942,"question":"What are safe locations and how do they work?","answer":"A safe location is a trusted place – like your home or work – where you feel comfortable moving money from your Spaces and savings accounts without extra security.
\nWhen you’re in one of your safe locations, you can move money out of your Spaces and savings accounts straight away as usual. But when you’re not, you’ll need to confirm it’s you first with your face, fingerprint, or password. This helps keep your money safe if your device is ever lost or stolen.
\nEach person can have up to 5 safe locations at a time.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS"],"category":"Safe Locations","subcategory":"The basics","featured":false,"priority":5,"context":{"appScreen":["SAFE_LOCATIONS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":["personal","business","joint"]},{"id":3489046519909338216,"question":"What accounts and activities do safe locations apply to?","answer":"Safe locations are available for any Spaces in Starling:
\nThey’re also available for savings accounts.
\nWe’ll only ask you to use your face, fingerprint, or password if you’re not at one of your safe locations and you try to:
\nSafe locations don’t apply to:
\nIf you’re outside one of your safe locations and you can’t use your face, fingerprint, or password to confirm it’s you when you try to take money out of your Spaces, you can do either of these things.
\nReset your password in the Starling app
\nTap ‘Forgot password?’ and follow the steps to reset it. You’ll need to record a short selfie video so we can check that it's you.
\nGet in touch with us
\nMessage us in the app or call us on 020 7930 4450 at any time. We’ll need to do some security checks to confirm it’s you, but once you’ve passed them we can turn safe locations off for you.
\nOnce safe locations are off, you’ll be able to take money out of your Spaces without needing to use your fingerprint, face, or password.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Accounts & Setup","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3489288354377056925,"question":"How do safe locations work on joint or business accounts?","answer":"Safe locations are personal to you. If you share a joint or business account with someone else, they won’t be able to see your safe locations and you won’t be able to see theirs.
\nFor example, if you and another person share a joint account, you can set up a safe location on it. If you’re not in that safe location, and you try to take money out of a joint account Space, only you’ll be asked to verify your identity. The other person will only be affected by any safe locations they set up, not yours.
\nEveryone with access to an account can manage their own safe locations from their own account. Each person can have up to 5 safe locations at a time.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Accounts & Setup","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3492588683141467308,"question":"How do I turn safe locations off?","answer":"You can turn off safe locations in the Starling app:
\nGo to Settings.
\nTap Login and security.
\nTap Safe Locations.
\nTap the safe locations toggle so it’s off.
\nWhen safe locations are off, you can take money out of your Spaces and savings accounts without needing to use your face, fingerprint, or password.
\nYou can turn safe locations back on at any time.
\nIf you delete all of your safe locations, the feature will turn off automatically. You can turn it back on by adding a new safe location.
\nIf you’re having trouble turning off safe locations
\nWe’re here to help. You can message us in the app or call us on 020 7930 4450 at any time.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Privacy & Security","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3488695596348031518,"question":"How do I change a safe location?","answer":"You’ll need to delete your existing safe location and set up a new one in the Starling app:
\nGo to Settings.
\nTap Login and security.
\nTap Safe Locations.
\nTap the delete icon next to the safe location you want to remove.
\nTap Add new safe location to set up a new one.
\nOnce you’ve added your new safe location, it will be active straight away.
\nYou can have up to 5 safe locations.
\nFor security reasons, each time you go to manage your safe locations, you’ll need to confirm it’s you with your face, fingerprint, or password.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS"],"category":"Safe Locations","subcategory":"The basics","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3491951261167536807,"question":"Do I still need to tell Starling if my device is lost or stolen if I’m using safe locations?","answer":"Yes. Safe locations add extra security to your Spaces and savings accounts, but we’ll still need to take our usual steps to protect your account and stop anyone else from accessing it.
\nIf your device is lost or stolen, or you think someone else may have accessed your account, get in touch with us straight away. You can message us in the app or call us on 020 7930 4450.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Privacy & Security","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3489768955238498333,"question":"Do I have to use safe locations?","answer":"No, they’re completely optional. It’s up to you whether you’d like to use safe locations and which locations you choose.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Accounts & Setup","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3491988567759605127,"question":"What happens if my location services aren’t working properly?","answer":"If location services aren’t working properly, for example if your signal is bad, we won’t be able to tell if you’re at one of your safe locations.
\nIf this happens, you’ll need to verify it’s you with your fingerprint, face, or password to move money out of your Spaces and savings accounts – no matter where you are.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Troubleshooting & Future plans","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["IOS"]},"labels":[]},{"id":3491828284825225313,"question":"What if someone adds their fingerprint or face scan in my device settings?","answer":"If there's a new face or fingerprint scan on your device, you’ll need to use your password to verify it’s you before you take money out of your Spaces and savings accounts, or manage your safe locations.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Privacy & Security","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["IOS"]},"labels":[]},{"id":3491437917301458997,"question":"How does Starling use my location?","answer":"Our system only checks your device's location when you try to move money from your Spaces or savings accounts, or when you manage your safe locations. We don't track your movements or store your location history.
\nThe only location data we store are the coordinates of the safe locations you set up. We store these securely, and can’t see them. We can only see the names you’ve given your safe locations, like ‘Home’ or ‘Office’.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Safe Locations","subcategory":"Privacy & Security","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["IOS"]},"labels":[]},{"id":3915674159515126075,"question":"Will my PIN stay the same when my card is cancelled and a new one is issued?","answer":"Yes, your PIN will stay the same. If you need a reminder of your PIN, open your app, and then:
\nYes, if you had any blocks or card controls toggled on for your previous card, they'll be carried over to your new one.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":72,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915713800474282128,"question":"What will happen to my card subscriptions when my card is cancelled and a new one is issued? ","answer":"If you cancel your card in the app you will need to update the subscriptions manually. If your card is reissued after expiring, once you've activated it the subscriptions will carry on uninterrupted.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":71,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5168590546276534942,"question":"What support is available to help me stop gambling?","answer":"We understand some people find it hard to manage their gambling, and we’re here to support you.
\nIf you or someone you know is struggling with gambling,. You can check out what support and resources are available here.
\nYou can also turn on our gambling block in the Starling app. Read our gambling block FAQ to learn more about this.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":70,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915644588771199374,"question":"What support is available to help me stop gambling?","answer":"We understand some people find it hard to manage their gambling, and we’re here to support you.
\nIf you or someone you know is struggling with gambling,. You can check out what support and resources are available here.
\nYou can also turn on our gambling block in the Starling app. Read our gambling block FAQ to learn more about this.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":69,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915838971180304156,"question":"What should I do with my old card?","answer":"Once you've received and activated your new Starling card, you can destroy and dispose of your old one. Just make sure you cut through the chip first.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":68,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915614338010660915,"question":"What limits does my card have? ","answer":"You can spend up to £10,000 (or the equivalent in other currencies) per day on your Starling card.
\nThe maximum limit is £100 per contactless payment in the UK. If you need to pay more than £100, you can use Chip and PIN. After a total of £300 in cumulative contactless transactions, you’ll need to use Chip and PIN for a transaction to reset the limit. Each country has its own contactless limits. You may need to use Chip and PIN for amounts lower than £100 depending on where you are.
\nYou can make up to 6 cash withdrawals per day, with a daily limit of £300 or equivalent.
\nVirtual cards have a limit of £500 per day.
\nYou can make up to 50 payments per day using any card, physical or virtual.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":67,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915820232259422567,"question":"What limits does my card have? ","answer":"You can spend up to £10,000 (or the equivalent in other currencies) per day on your Starling card.
\nThe maximum limit is £100 per contactless payment in the UK. If you need to pay more than £100, you can use Chip and PIN. After a total of £300 in cumulative contactless transactions, you’ll need to use Chip and PIN for a transaction to reset the limit. Each country has its own contactless limits. You may need to use Chip and PIN for amounts lower than £100 depending on where you are.
\nYou can make up to 6 cash withdrawals per day, with a daily limit of £300 or equivalent.
\nVirtual cards have a limit of £500 per day.
\nYou can make up to 50 payments per day using any card, physical or virtual.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":66,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915615986620908861,"question":"I’ve bought something but it’s not of the quality promised/it appears to be fake/counterfeit, what should I do? ","answer":"The first thing to do is contact the company you purchased the item from directly. They may be able to offer you a refund, a replacement, or fix the item. This is often the easiest and quickest way to resolve the issue.
\nIf you’re unable to resolve it with them, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute
\n4. You’ll need to select I’ve got a problem with the goods or service(s) I purchased.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
\n- You need to raise the dispute between 15 and 120 days from:
\n- the date the payment settles
\n- or from the date the goods or services were delivered or cancelled.
\nIf it’s been more than 120 days, you can still raise a dispute using our online banking portal and we’ll assess your case.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":63,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915860874692151183,"question":"I’ve bought something but it’s not of the quality promised/it appears to be fake/counterfeit, what should I do? ","answer":"The first thing to do is contact the company you purchased the item from directly. They may be able to offer you a refund, a replacement, or fix the item. This is often the easiest and quickest way to resolve the issue.
\nIf you’re unable to resolve it with them, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute
\n4. You’ll need to select I’ve got a problem with the goods or service(s) I purchased.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
\n- You need to raise the dispute between 15 and 120 days from:
\n- the date the payment settles
\n- or from the date the goods or services were delivered or cancelled.
\nIf it’s been more than 120 days, you can still raise a dispute using our online banking portal and we’ll assess your case.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":62,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915782130590631737,"question":"I’ve been overcharged for something I bought using my card, what do I do?","answer":"The first thing to do is contact the company directly and find out why you've been overcharged. This is often the easiest and quickest way to resolve this issue.
\nIf you’re unable to come to an agreement with the company, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute
\n4. You’ll need to select I’ve been charged incorrectly or charged more than once for the same goods or service(s)
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":61,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915648131955377830,"question":"I’ve been overcharged for something I bought using my card, what do I do?","answer":"The first thing to do is contact the company directly and find out why you've been overcharged. This is often the easiest and quickest way to resolve this issue.
\nIf you’re unable to come to an agreement with the company, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute
\n4. You’ll need to select I’ve been charged incorrectly or charged more than once for the same goods or service(s)
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":60,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915872697793202935,"question":"I’ve been charged more by a hotel or car hire company, what do I do?","answer":"The first thing to do is contact the company directly and find out why. This is often the easiest and quickest way to resolve this issue. When you make this kind of reservation, the company usually take a holding fee/deposit - just in case anything goes wrong.
\nIf you’re unable to come to an agreement with the company, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":59,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915599687504970374,"question":"I’ve been charged more by a hotel or car hire company, what do I do?","answer":"The first thing to do is contact the company directly and find out why. This is often the easiest and quickest way to resolve this issue. When you make this kind of reservation, the company usually take a holding fee/deposit - just in case anything goes wrong.
\nIf you’re unable to come to an agreement with the company, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":58,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915646887109214708,"question":"I’ve been charged for a service, but I cancelled/didn’t use it, what do I do?","answer":"The first thing to do is contact the company directly and ask for a refund. This is often the easiest and quickest way to resolve the issue.
\nIf you’re unable to resolve it with them, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve got a problem with the goods or service(s) I purchased
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":57,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915759451029655551,"question":"I’ve been charged for a service, but I cancelled/didn’t use it, what do I do?","answer":"The first thing to do is contact the company directly and ask for a refund. This is often the easiest and quickest way to resolve the issue.
\nIf you’re unable to resolve it with them, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve got a problem with the goods or service(s) I purchased
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":56,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915851516695628804,"question":"I’ve been charged but what I ordered hasn’t arrived, what do I do?","answer":"The first thing to do is contact the company directly and find out why. This is often the easiest and quickest way to resolve this issue. We also suggest that you contact the courier or company you made the payment with e.g. PayPal (if applicable).
\nYou should allow at least 30 calendar days for delivery. However, if you’ve paid for a faster service, you may be able to raise a dispute sooner.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve got a problem with the goods or service(s) I purchased.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, proof of delivery timeframe, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":55,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915742580940162194,"question":"I’ve been charged but what I ordered hasn’t arrived, what do I do?","answer":"The first thing to do is contact the company directly and find out why. This is often the easiest and quickest way to resolve this issue. We also suggest that you contact the courier or company you made the payment with e.g. PayPal (if applicable).
\nYou should allow at least 30 calendar days for delivery. However, if you’ve paid for a faster service, you may be able to raise a dispute sooner.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve got a problem with the goods or service(s) I purchased.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be proof of the purchase, proof of delivery timeframe, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":54,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915685744313060848,"question":"I took money out from an ATM, and I’ve been charged a higher exchange rate than I should have, what can I do?","answer":"If you’ve been charged a higher exchange for a cash withdrawal, we may be able to help. This could be where you selected to pay in the local currency but were charged in GBP. Or you weren’t given an option and were charged in GBP.
\nIf this has happened to you, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select the reason I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be the original receipt if you have it.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":53,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915726064451143983,"question":"I took money out from an ATM, and I’ve been charged a higher exchange rate than I should have, what can I do?","answer":"If you’ve been charged a higher exchange for a cash withdrawal, we may be able to help. This could be where you selected to pay in the local currency but were charged in GBP. Or you weren’t given an option and were charged in GBP.
\nIf this has happened to you, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select the reason I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be the original receipt if you have it.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":52,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915751968875890359,"question":"I made a purchase abroad, and I’ve been charged an incorrect exchange rate. What can I do?","answer":"If you’ve been charged an incorrect exchange rate for a purchase on your card, we may be able to help. This could be where you selected to pay in the local currency but were charged in GBP. Or you weren’t given an option and were charged in GBP.
\nIf this has happened to you, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be the original receipt if you have it.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":51,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915862385612440072,"question":"I made a purchase abroad, and I’ve been charged an incorrect exchange rate. What can I do?","answer":"If you’ve been charged an incorrect exchange rate for a purchase on your card, we may be able to help. This could be where you selected to pay in the local currency but were charged in GBP. Or you weren’t given an option and were charged in GBP.
\nIf this has happened to you, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking.
\nThings you need to know:
\n- We may need to see evidence that supports your claim. This could be the original receipt if you have it.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we'll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":50,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915873558806807449,"question":"I did not receive cash from the ATM. What should I do?","answer":"If you’ve tried withdrawing cash from a cash machine and didn’t receive any or all of it, check your account’s transaction feed to see if the withdrawal is ‘Pending’:
\n1. Open the Starling app or log in to online banking at www.starlingbank.com
\n2. Scroll down to find the withdrawal in your transaction feed.
\n3. Select the withdrawal transaction.
\n4. Check if it’s marked as ‘Pending’ or ‘Settled’.
\nIf the transaction is ‘Pending’
\nGet in touch with the cash machine provider to ask them for proof that the cash machine didn’t give you your cash. You should be able to find the provider’s contact details on the cash machine.
\nThe proof can be a void receipt or a screenshot of an email from the cash machine provider. It must include:
\n· the cash machine provider’s name
\n· the date and time of the payment
\n· the payment amount
\n· confirmation that the cash machine provider won’t be claiming the money
\nYou can send this to us by messaging us in the Starling app. We’ll then review it and see if we can refund the money to your account.
\nIf you can't get proof, you'll need to wait until the transaction shows as 'Settled' to take further steps. See below for what to do when the translation is 'Settled'.
\nIf the transaction is ‘Settled’
\nThe cash machine provider may automatically refund you if there was a mistake.
\nYou can ask us to raise a dispute for you:
\n1. Log in to online banking at www.starlingbank.com
\n2. Scroll down to your transaction feed.
\n3. Find and select the transaction.
\n4. Select Need help with this transaction?.
\n5. Select I didn't receive some or all of the cash from the ATM.
\nImportant information about disputes
\n· Once you raise a dispute, we have up to 120 days from the date the transaction was ‘settled’ to raise a chargeback with Mastercard. This means we’ll ask Mastercard to reverse the payment so the money goes back into your account.
\n· If you don’t raise a dispute within 120 days, we can’t help you claim your money back.
\n· When you raise a dispute, you're asking us to try to claim back your money. We can’t promise we’ll get it back, but we'll do everything we can to help when reviewing any information you share with us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":49,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915809369649205039,"question":"I did not receive cash from the ATM. What should I do?","answer":"If you’ve tried withdrawing cash from a cash machine and didn’t receive any or all of it, check your account’s transaction feed to see if the withdrawal is ‘Pending’:
\n1. Open the Starling app or log in to online banking at www.starlingbank.com
\n2. Scroll down to find the withdrawal in your transaction feed.
\n3. Select the withdrawal transaction.
\n4. Check if it’s marked as ‘Pending’ or ‘Settled’.
\nIf the transaction is ‘Pending’
\nGet in touch with the cash machine provider to ask them for proof that the cash machine didn’t give you your cash. You should be able to find the provider’s contact details on the cash machine.
\nThe proof can be a void receipt or a screenshot of an email from the cash machine provider. It must include:
\n· the cash machine provider’s name
\n· the date and time of the payment
\n· the payment amount
\n· confirmation that the cash machine provider won’t be claiming the money
\nYou can send this to us by messaging us in the Starling app. We’ll then review it and see if we can refund the money to your account.
\nIf you can't get proof, you'll need to wait until the transaction shows as 'Settled' to take further steps. See below for what to do when the translation is 'Settled'.
\nIf the transaction is ‘Settled’
\nThe cash machine provider may automatically refund you if there was a mistake.
\nYou can ask us to raise a dispute for you:
\n1. Log in to online banking at www.starlingbank.com
\n2. Scroll down to your transaction feed.
\n3. Find and select the transaction.
\n4. Select Need help with this transaction?.
\n5. Select I didn't receive some or all of the cash from the ATM.
\nImportant information about disputes
\n· Once you raise a dispute, we have up to 120 days from the date the transaction was ‘settled’ to raise a chargeback with Mastercard. This means we’ll ask Mastercard to reverse the payment so the money goes back into your account.
\n· If you don’t raise a dispute within 120 days, we can’t help you claim your money back.
\n· When you raise a dispute, you're asking us to try to claim back your money. We can’t promise we’ll get it back, but we'll do everything we can to help when reviewing any information you share with us.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":48,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915650927381201573,"question":"I am expecting a refund but haven’t received it. What should I do?","answer":"If you’re waiting for a refund it’s best to allow the company enough time to complete it. It can take up to 15 calendar days to reach your account.
\nWe suggest you contact the company if you’re still waiting to find out what the status of your refund is. They might have issued it as a cheque or credit note instead.
\nIf you’ve waited 15 days and the original payment you’re expecting a refund for shows as ‘settled’, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve got a problem with a refund, which the merchant confirmed they would provide
\nThings you need to know:
\n- Depending on the dispute type, we may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we''ll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
\n- Most of the time, you’ll need to raise a dispute of this type with us within 120 days of the payment. However, if it's been more than 120 days since your payment, please still get in touch and we can assess your dispute.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":47,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915868147253264386,"question":"I am expecting a refund but haven’t received it. What should I do?","answer":"If you’re waiting for a refund it’s best to allow the company enough time to complete it. It can take up to 15 calendar days to reach your account.
\nWe suggest you contact the company if you’re still waiting to find out what the status of your refund is. They might have issued it as a cheque or credit note instead.
\nIf you’ve waited 15 days and the original payment you’re expecting a refund for shows as ‘settled’, you can raise a dispute.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\n4. You’ll need to select I’ve got a problem with a refund, which the merchant confirmed they would provide
\nThings you need to know:
\n- Depending on the dispute type, we may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we''ll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
\n- Most of the time, you’ll need to raise a dispute of this type with us within 120 days of the payment. However, if it's been more than 120 days since your payment, please still get in touch and we can assess your dispute.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":46,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915687378596938152,"question":"How do I dispute a card payment that I have made/raise a chargeback?","answer":"Your first point of contact and usually the fastest way to resolve an issue is with the company directly. We also suggest that you contact the courier or company you made the payment with (e.g. PayPal) if appropriate.
\nIf your issue still hasn't been resolved or you don't get a response, you can raise a dispute. It’ll need to show as \"settled\" on your transaction history.
\nTo do this:
\n1. Head to Online Banking and log in.
\n2. Select the payment from your transaction history.
\n3. Tap Need help with this transaction? to start a dispute.
\nYou'll be able to raise a dispute for the following:
\n- I’ve got a problem with the goods or service(s) I purchased
\n- I’ve got a problem with a refund, which the merchant confirmed they would provide
\n- I’ve got a problem with a recurring (subscription) payment
\n- I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking
\n- I’ve been charged incorrectly or charged more than once for the same goods or service(s)
\n- I didn’t receive some or all of the cash from the ATM
\nExperiencing a different problem with your payment? Please get in touch via the help section in the app.
\nThings you need to know:
\n- Depending on the dispute type, we may need to see evidence that supports your claim. This could be proof of the purchase, documents or screenshots of conversations you’ve had with the company.
\n- When you raise a dispute, you're asking us to attempt to claim your money back from the company. We can’t guarantee that we''ll be able to recover it. But we will assess your case fairly, using all the information and evidence you give us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":45,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":959801895204310492,"question":"What happens if someone refuses my card for not having a signature strip? ","answer":"If this happens, we suggest paying a different way. For example, with cash or by using your Starling card in a mobile wallet like Apple Pay, Google Pay or Samsung Pay.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":41,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":959531386822870049,"question":"What should I do if someone asks for a signature, especially when I’m paying abroad? ","answer":"Some retailers may still ask you for a signature - especially if you're in the USA or Japan.\n\nIf this happens, you can still sign the receipt. But there's no requirement for the retailer to check your signature against the physical card. And they're not allowed to reject the payment or card just because it has no signature strip.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":958952339271469760,"question":"Will removing the signature strip make my card less secure?","answer":"No, not at all. Signature strips are no longer a mandatory security feature. We now use more secure verification methods, including chip and PIN for payments with your physical card, and biometric verification for payments with a digital wallet.\n\nJust be aware that you may sometimes still be asked for a signature, especially if you're in the USA or Japan.","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":953527190812901586,"question":"What’s changing on your physical cards?","answer":"We're updating our physical card designs to match the new ones you can already see in the app and in mobile wallets.\n\nThe new physical cards won't have a signature strip on the back. We're also adding the sort code next to the account number on cards for personal and joint accounts\n","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915802212827746125,"question":"What personal documents do I need when applying for an account with Starling?","answer":"To open an account, you'll need a valid identity document. We can accept a:
\npassport
\nNon UK passport - with accompanying sharecode
\nEU identity card
\nUK driving licence – full or provisional
\nWe may also ask you to prove your address. We can accept a valid and recent:
\nfull or provisional UK driving licence
\nbank account, credit card or mortgage statement
\nutility bill
\ncouncil tax bill
\nUK government letter – like a benefits confirmation letter, or tax code notice letter
\ntenancy agreement, including for student accommodation
\nWe can't accept documents with shortened names, so make sure the name on your proof of address matches the one on your identity document.
\nIf you’re a student, you can use a letter from your university or college.
\nFor teen accounts, we can also accept a National Insurance letter as proof of address.
\nFor business and sole trader accounts, we’ll ask you for other documents to prove what your business does.
\nIn some instances, we may also ask for an eVisa sharecode to confirm your residency.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":65,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4022478671287437024,"question":"What’s the interest rate on my Starling Cash ISA?\n","answer":"You can find the current rate of your Cash ISA in your Starling app. The rate is also shown on the website here. We always show both the AER and tax-free rate for our Cash ISA.
\nWe pay interest into your Cash ISA on the first day of each month. You’ll earn ‘compound interest’, which is interest on the interest you earn, as well as on the money you pay in.
\nThe Annual Equivalent Rate (AER) shows what the interest rate would be if interest was paid and compounded once a year. It's used to help you compare savings accounts.
\nThe 'tax-free' rate is the actual rate we'll pay you. You won't pay any income tax on the interest you earn from your Cash ISA.
\nThe interest rate is variable, which means it can go up or down. If we reduce the rate, we'll give you at least 14 days’ notice before this happens.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":98,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8063063155897812351,"question":"How long will it take to transfer my Starling Cash ISA to another provider?","answer":"Transferring your Starling Cash ISA to a Cash ISA with another provider should take no more than 15 working days. If you’re transferring to a stocks and shares ISA, it may take 30 calendar days.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":94,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4129091504614494195,"question":"How do I split transactions in Accounting?\n","answer":"Sometimes a single transaction can relate to multiple categories or VAT rates. In Accounting, splitting the transaction lets you allocate the right amount to the correct category and VAT rate, ensuring your bookkeeping and financial reports stay accurate. Common scenarios for splitting a transaction include:
Multi-item sales and purchases
If a transaction includes more than one item or service that falls into different categories, splitting allows you to allocate each portion correctly.
Example: an Amazon purchase that includes office supplies and computer equipment.
Combined payments
When a client pays multiple invoices in a single payment, splitting lets you match the correct amounts against each invoice, ensuring they are updated accordingly.
E-commerce transactions
Platforms like Stripe and Shopify may deduct platform or transaction fees before paying you the net amount. Splitting allows you to record the sale value and the fees separately. Where such a transaction pays off an invoice, you can split it to allocate relevant amounts to an invoice, to mark it as paid, and fees.
Bank and payment processing fees
If a payment includes bank charges or processing fees, splitting lets you record the fee as an expense while keeping the remaining amount allocated correctly. Where an invoice payment includes such fees, you can split a transaction into an invoice and bank fees to mark an invoice as paid and record applicable fees.
Sole trader expenses (personal versus business)
If you're a sole trader and an expense includes both personal and business elements, you can allocate the personal part to the Personal category, while the remainder goes to the relevant business category.
Example: you made a single payment at M&S where you bought business-related office supplies and personal groceries.
Sometimes we have to take money from your Starling account to cover a Tap to Pay refund or chargeback. If you don't have enough money in your Starling account, this could put you into an unarranged overdraft.
An unarranged overdraft happens when you don't have enough money in your bank account to cover a payment but the payment is taken anyway. You can find more information about unarranged overdrafts in our FAQs, or in your business account terms and conditions on our website.
If a Tap to Pay refund or chargeback could put you into an unarranged overdraft, we'll let you know in advance. This will give you time to make new Tap to Pay sales, or to add enough money to your Starling account.
To help you stay in the know about Tap to Pay, we recommend turning on notifications for the Starling app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915709086896570813,"question":"How do I update my personal details?","answer":"Your address, email and mobile phone number can all be updated from your app:
If you need to update your name, you will need to send us documentation. Depending on your situation, this could be one of the following:
You can send this to us via the app by going to the Help section of the app:
From there, you can send the document as an attachment and we will let you know as soon as it is updated.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":true,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":6149640645220516509,"question":"Why do I see a ‘Categorise later’ balance on my balance sheet? ","answer":"This is because Accounting only connects to your Starling bank account. So when you move money between accounts, for example between your Starling business account to another bank account you own, Accounting can only see one side of that transfer, but not the other.
Why does that create a balance?
Every movement of money has two sides:
Since Accounting can only see your Starling account, the other side of the transfer is temporarily missing.
The transaction you've categorised as 'Transfer between accounts' is placed into 'Categorise later' as a holding place until everything can be matched up.
'Categorise later' acts as a holding area to keep your accounts balanced, and to flag that something needs completing before the end of your tax year.
Do I need to do anything?
In most cases, you don't need to do anything straight away.
You might want to review your 'Categorise later' balance if you've accidentally categorised a transaction as 'Transfer between accounts'. Or, you can leave it as it is until it's time to submit your end of year accounts. Your accountant can then balance this by adding a journal. A journal is a manual entry which accounts for the money arriving at the other account.
Will this change in the future?
Yes! As we add more features to Accounting in the future, such as manual entries, imports and connections to other bank accounts, you'll be able to match both sides of a transfer when you're categorising transactions. When that happens, the 'Categorise later' balance will disappear.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Financial reports","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915844471877224197,"question":"What if I get paid for an invoice in cash, or into another bank account?","answer":"You can click on the invoice in your list of invoices and manually mark it as 'Paid'.
If you've signed up to Starling Accounting, every new invoice must be linked to an actual payment, not just marked as 'paid' manually. You can read more about matching payments to invoices in our FAQ. If you've been paid in cash or into another bank account, you need to create a manual transaction for the cash payment, in order to match it to the invoice. You can read more about creating manual transactions in our FAQ.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915809957962075768,"question":"What does the invoicing feature allow me to do?","answer":"It allows you to create and send professional invoices to your customers. You can also easily match incoming payments to issued invoices, and track the status of invoices.
At the moment, the Invoicing feature doesn't allow you to create quotations or estimations, but we're looking to support this in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":27,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915811707824784536,"question":"I use other accounting software, can the invoicing tool communicate with external accounting software?","answer":"No, this tool is aimed at businesses that do not use other accounting software. If you want to use separate accounting software, you can connect your account with one of our partners in the Marketplace.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":true,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915799784306986496,"question":"I’ve received an overpayment or underpayment, or a payment for several invoices at once - what happens now?","answer":"For now, you can manually mark the invoice as 'Paid'.
Currently, we can't match the payment to the invoice unless the amounts match exactly, but we're looking to support this in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915726261356808809,"question":"How can I edit the details for a customer?","answer":"Head to Invoicing in Online Banking and click on the Customers tab. Click on a customer you'd like to change and click Edit customer detail. You can edit the name, address and contact details here. When you're done, just press Save.
Any new and existing draft invoices will include the updated details. Any finalised invoices won't change.
You can set a profile image for your account in your mobile app or in Online Banking
Android: Go to 'Account Management' and then 'Business Details', where you can then choose an existing image or take a photo.
Apple: Go to the main menu and select to 'Business details'. Select the camera icon and choose an existing image or take a photo.
Online Banking: Go to 'Account Details' in the side menu, and click on 'Business Details'. Click 'Update profile picture' followed by 'Upload an image'.
Once you have set a profile image, we'll include this on any invoices you create.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915794502490214301,"question":"How can I see all the invoices I have issued and their status?","answer":"You can check all your invoices on the Invoice tab. There you'll find the status of each one, which could be as:
You can use the status buttons at the top of the tab to view invoices with a specific status. You can narrow down your view further using the filter options below the status buttons. For example, you can view invoices between specified dates or those relating to a specific customer.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915650223077411912,"question":"How can I show discounts on invoices?","answer":"You can add a discount on an invoice by adding a line and entering a negative number (e.g. -4.50) in the unit price field.
If you're VAT registered, make sure to set it at the same VAT rate as the product you're giving a discount for. The total for the invoice must still be a positive amount.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915614195542279489,"question":"Why does the 'Account Name' on my invoice show my personal name and not my Sole Trader name?","answer":"Starling is part of the Confirmation of Payee scheme to help reduce payments fraud. When someone is making a payment, the details must match the account name, account number and sort code with the receivers account. You can read more about Confirmation of Payee in this blog post.
For your Sole Trader account, your official name is your personal name, not your trading name. This means on invoices the 'Account Name' will be your personal name, so your clients input the correct account name when paying this account.
","accountTypes":["SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915782825087812697,"question":"Can I change my business contact details displayed on an invoice?","answer":"Yes, you can edit your business address, email and phone number in 'Invoice settings'. Just click on 'Add new contact information' and complete the form with the details you want displayed on your invoices. You now have the option of selecting your default business details (i.e. your Starling account details) or these newly created contact details to display on your invoices. Save your settings and get invoicing! If you ever need to, you can edit or delete these additional contact details.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915874415366456486,"question":"Can I set my own payment terms?","answer":"Yes, you will be able to specify the date you want the invoice to be due.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915712836436445999,"question":"Will my invoices automatically be included in Starling Accounting?","answer":"Yes, if you've signed up to Starling Accounting, the invoices you create will automatically feed into the reports.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915695804291827249,"question":"Will I need to create an invoice every time, even if I have a regular customer?","answer":"You can choose to duplicate any previous invoice as a new draft, then edit or update it as required.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915729465985482773,"question":"What if I register for VAT and need to start adding VAT details on my invoices?","answer":"You can edit your VAT registration status at any time in the Invoicing settings. Once you add your VAT registration number, you'll have to add VAT details to any future invoices you create.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915838148965779889,"question":"How do my customers know this is a genuine invoice from my business?","answer":"You will email the invoice to your customer from your own email address. Your customers should only pay invoices sent directly from your email address and check that your bank details are correct on the invoice. If your customers have any concerns, they should contact you before making payment.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915748657905945588,"question":"Can my business invoice its international customers?","answer":"Yes, your business can do this by showing its business account IBAN and BIC codes on the business' invoices. That way your business' international customers can pay directly into the Business Current Account (BCA) or Sole Trader Account (STA). To do this, go to 'Invoice Settings' in Online Banking and toggle on 'Show international payment details'.
Your business' BCA or STA can only receive payments in British pounds. So make sure the business' international customers are aware of this. This will also be specified on the invoice.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915830418784275369,"question":"Can I edit an invoice?","answer":"To edit a Draft invoice, open the invoice you'd like to edit from the invoices tab. From here, you can continue editing the invoice. Changes are saved automatically and you can use the Preview Invoice button to see how your invoice will look in PDF format. Changes you make to any invoice settings or customer details will automatically be applied to invoices in Draft.
You can also edit a Finalised invoice by selecting the invoice and clicking Edit Invoice on the right-hand side. Any of the details on this screen can then be edited as required, except the invoice reference number, which is fixed once an invoice is finalised. The issued date also can't be edited once the invoice has been finalised.
In order to edit an invoice that has been marked as Sent or Paid, first it needs to be unmarked as Sent and Paid (if the invoice you want to edit has been matched to a bookkeeping transaction, you'll also need to unmatch the invoice). Once unmarked as Sent and Paid, the invoice will revert to Finalised status. From here you can edit the invoice – explained above.
Remember: if you edit an invoice that has already been sent to a customer, make sure you provide them with an updated copy.
Cancelled invoices can't be edited.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915635959600662688,"question":"Can I set the invoice number myself?","answer":"Yes, you can edit the format of the invoice prefix and change the invoice number in invoice settings. The invoice prefix and number in settings shows what will be applied to your next invoice.
An invoice is formally assigned an invoice reference number once you've marked it as finalised; after this point you're no longer able to edit the invoice number.
Invoicing will automatically apply the next number to subsequent invoices (e.g. INV-0101, INV-0102).
Remember: in the UK every invoice must have a unique identification number and these numbers must follow a sequence. Editing your invoice number may break your existing sequence. Invoicing won't allow you to reuse a number that's already been applied to a finalised invoice.
The easiest way to send an invoice to your customer is by linking your Starling account with Google or Microsoft Office365.
Once you've connected with one of these, you can seamlessly send the invoice by email from Online Banking.
Simply select the invoice you wish to send and click Email Invoice on the right hand side.
Sending the invoice via the Toolkit will automatically update the status of the invoice to Sent. Once sent, you'll be able to see a copy of the email in your sent items.
To set up a connection, head to your Starling app and open the main menu (at the top right of the home screen). From here, select Marketplace and connected apps and then select either Google or Microsoft depending on who provides your email service. If you have existing connections, you'll need to tap Browse Marketplace.
Google
After selecting Google, tap Add on the right hand side and enter the email address you'd like to send your invoices from. If you're not already signed into the Google account on your device, you'll be prompted to sign in using your existing Google credentials.
Important: so that Toolkit can send emails directly from your account, you need to:
- go on to the additional access screen.
- check the 'Send email on your behalf' box before tapping continue.
- After tapping continue, your Google account will be connected.
And the next time you open an unsent invoice in Toolkit, you'll see an Email invoice option on the right hand side.
Microsoft
After selecting Microsoft, tap Add on the right hand side and select Log in to Microsoft. From here you can log in to the Microsoft account from which you'd like to send your invoices.
Microsoft integration is only possible for email addresses ending @outlook.com or @hotmail.com; custom Microsoft domain names (e.g. @starlingbank.com) aren't currently supported.
Once you've successfully logged in, your Microsoft account will be connected. The next time you open an unsent invoice in Toolkit, you'll see an Email invoice option on the right hand side.
If you don't have a Google or Microsoft account or would prefer to not use the integration.
You can download the invoice as a PDF from Online Banking and then manually attach it to an email addressed to your client. Once you've sent the invoice to your client, don't forget to go back into the Toolkit and manually mark the invoice as sent. This will update the invoice status to 'Sent (awaiting payment)' and allow you to stay on top of what's owed to you.
To be able to use invoicing in the app, you'll need to set up invoicing in online banking.
To use invoicing in the app, go to the Payments section of the app, then select Invoicing. Here you'll be able to create, edit, finalise, cancel or delete invoices, and manage your customer list.
You'll see your invoices grouped by status, as well as your total paid and unpaid invoice amounts for the last two years.
You can also view and send invoice PDFs to customers straight from the Starling app using WhatsApp or your device's email and messaging apps.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6049471295204314721,"question":"Can I send invoices directly by email from the Starling app?","answer":"Not yet. You can only share invoice PDFs using your phone's share options, such as WhatsApp, and email and messaging apps. We plan to improve this in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6050152638975132934,"question":"Can I edit my invoice VAT number, footer, or business details in the Starling app?","answer":"Not yet. For now, these details are read-only in the app. To update them, you'll need to go to online banking.
But you can add a one-off footer or a description to an individual invoice when you create it in the app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6050886871041458614,"question":"Will the invoices I create in the Starling app appear in online banking?","answer":"Yes, any invoice created or updated in the app will appear in online banking, and vice versa.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915800908808146113,"question":"How do I create an invoice?","answer":"You can create Invoices in both the mobile app and in Online Banking. Once you're logged in, you can follow these steps:
Mobile app
In the Payments tab, select Invoicing.
You can also Finalise the invoice. Once you finalise an invoice, we'll assign it an invoice reference number and issue date - we can't change these. From there you can preview a pdf of the invoice, so you can see what it looks like. If you want to make any edits, click on the three dots and click edit. This returns the invoice to draft state. Once you're happy, click Finalise again.
The last step, send the invoice to your customer.
Online Banking
You also have the option to preview the invoice, so you can see what it looks like. You can then make edits if you want and once you're happy, click Finalise. This will change the status to 'Finalised (ready to send)' and remove the draft watermark. Once you finalise an invoice, we'll assign it an invoice reference number and issue date - we can't change these.
The last step, send the invoice to your customer.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Invoicing","subcategory":"Invoicing","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915622760864694919,"question":"What documents do I need to open a Starling business account?","answer":"We'll ask you to share documents that show what your business does and your trading activity. This might include:
· signed agreements or contracts
· proof of membership to an industry body
· relevant qualifications
· business registrations or licences
· solicitor documents or a decision in principle
· proof of ownership or land registry details
· lease agreement
· bank statements showing your business activity
This isn't a full list, and we may ask you for other documents depending on your type of business.
When you apply for a sole trader account, we'll check if you're eligible. We can only confirm your eligibility once you've applied, if you don't already have a Starling account.
As a sole trader, we'll ask you to provide your Unique Tax Reference (UTR) when you apply. This is a 10-digit number that can be found on your tax return and other letters from HMRC. You can still apply if you don't have one yet.
If you're not applying from an existing Starling account, we'll also need you to upload an ID document and video. We may also ask for a proof of address document. This is so we can check your identity.
See the ID and address documents we can accept.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":true,"priority":29,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915820257913163123,"question":"How do I add money to my Under 16s Space?","answer":"You can manage your child's Space from the Spaces tab. You can add money following these steps: open the Space, tap 'Add' and enter the amount, click 'Add' to complete. The money will be instantly available to spend on the Under 16s card. Want to receive money from family and friends? Find out here how they can send money directly to your child's Under 16s Card: https://help.starlingbank.com/personal/topics/starling-under-16s/what-is-under-16s-payment-link/
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the space","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915706149366939740,"question":"Does an Under 16s Space have its own sort code and account number that can be used for other payments without the debit card?","answer":"Under 16s can receive money from friends and family directly using payment link. You can also add money to the Space instantly from your main account.
\nUnder 16s don't have their own sort code and account number.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Parental Controls","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7875977163114366338,"question":"How can I see my Under 16s card details in the Starling app?","answer":"Go to the Cards section of the Starling app and select Card details.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the card","featured":false,"priority":28,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915868488464418987,"question":"Can I remove an Under 16s login?","answer":"Yes, if your Under 16s card holder loses access to their device or gets a new one, you can remove the connection to their app from the space in your own app.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the space","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915788459933712968,"question":"How much does Under 16s cost?","answer":"There is no monthly subscription fee for using Starling Under 16s.
\nThere are no overseas, payments, cash withdrawals or topping up fees either.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"About Under 16s","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915630481760930148,"question":"How will notifications work with my child’s version of the app?","answer":"Your child will get notification on their own devices for their own spending. You will continue to receive notifications for their spending.
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"About Under 16s","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915649810362811636,"question":"How do I pay into a Under 16s Space?","answer":"To do this, you'll need a link, which the account holder can provide. Once you have this, click the link you've received. If you're a Starling customer, clicking the link on your phone will open up the Starling app for you to pay. If you're not a Starling customer, the link will open a webpage where you can pay using any UK debit card, Apple Pay or Google Pay. You cannot use credit cards for this service.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Payment link","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915749247133240690,"question":"Can family and friends add money to a child’s Under 16s Space?","answer":"Yes. To allow family and friends to pay into an Under 16s Space: head into the relevant Under 16s Space, click on the payment link button (activate this feature if you haven't already), share the link with family and friends as you wish. If you can't see this option, it may not be available right now. Don't worry, it might become available for you in the future as you use your account more.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Payment link","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915770491798113417,"question":"How old does a child need to be to apply for an Under 16s card?","answer":"Under 16s cards are available for children aged 6 to 15. Once a child turns 16, they can then apply for a Teen account - find out more here
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"About Under 16s","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915873394128537859,"question":"Can an Under 16s card make my account overdrawn?","answer":"Starling Under 16s doesn't come with an overdraft. The child can only spend from the balance that you've set aside in their Space. In the vast majority of cases, if there isn't enough money in the connected Space to cover your child's transaction, it'll be declined and you will receive a notification.
\nHowever, there are occasions where we may have no option but to allow a payment to leave the child's Under 16s space despite insufficient funds. For example, a 'Transport for London' charge may be incurred when the transaction for the tube/train is processed 'offline' and there are insufficient funds in the Space.
\nOn the rare occasion when this happens, the child's Space may go overdrawn but we won't be applying any charges unless you have an arranged overdraft with us.
\nLike with all types of Spaces, we calculate interest for any arranged overdraft across your account as a whole so you'll only be charged interest if your overall balance is below £0. You can check this amount from the interest rates screen in the app.
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"Parental Controls","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1411303361778107445,"question":"Can I see the payment history of an Under 16s Space after it closes?","answer":"To see the payment history of a closed Under 16s Space:
\nWhen we suspend or close an Under 16s Space, we’ll move the money back to the account the Under 16s Space is linked to. You and the child won’t be able to use the Under 16s Space or card, and your child won’t be able to use their Under 16s app.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Spending","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":608503885918719523,"question":"Can a child deposit cash at the Post Office using their Under 16s card?","answer":"No, the child can’t deposit cash at the Post Office using their Under 16s card
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the card","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915663552850183663,"question":"How can I cancel my Under 16s subscription?","answer":"If you want to cancel your Under 16s subscription, head to Spaces and tap on the Space you want to cancel. Then tap Manage, Archive Space and follow the instructions. Cancelling the subscription blocks the card, stops access to the app and moves any remaining money out of the Space back into your main account. This cannot be undone and you will have to reapply for another Under 16s Space.
\nIf your Under 16s Space balance is negative or if you have any pending transactions on your Under 16s Space, you will not be able to archive the Space and cancel your subscription. You have to clear your Space balance and wait for any pending transactions to be processed first.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the space","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915664353301711707,"question":"Can I set up a regular transfer to an Under 16s Space?","answer":"Yes. When you set up Starling Under 16s, you can choose to set up a regular transfer of money to the Space. You can also set this up later, or change the details – just head to the Manage section of the Space.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the space","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915664175665989129,"question":"Can I use my Under 16s card abroad?","answer":"Just like your Starling debit card, the Under 16s card can be used for spending abroad.
\nIf you're given a choice between GBP or the local currency when making a payment or withdrawing cash abroad, always choose the local currency. That way, you'll receive Mastercard's real exchange rate which we pass on to you without adding any fees on top.
\nJust a heads up, some ATM providers may charge their own fees.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915751861978087567,"question":"How do I turn off Under 16s payment link?","answer":"Open your app, and head to the Under 16s Space. Tap on Under 16s payment links, and switch the link to Inactive.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Payment link","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915649929821111631,"question":"Can I deposit a cheque into an Under 16s Space?","answer":"No.
\nA cheque would need to be made out in the name of the main account holder. You can then transfer the money to the Under 16s Space once it reaches your account.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":592190706263147260,"question":"Can I see the transaction history of a closed Under 16s Space?","answer":"Yes. After an Under 16s Space has been closed or archived, you can still find it in the app by going to the Spaces section and selecting Manage Spaces and then View archived Spaces.
\nTapping an archived Space will display all previous transactions in to and out of the Space.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the space","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915780861063611521,"question":"Where is the Under 16s card accepted?","answer":"Your child can use their card anywhere they see the Mastercard logo: online, on the high street, at ATMs both at home and abroad.
\nBut, to keep children safe, we've added a block for merchants that categorise themselves as any of the following:
\nWe do our best to block these types of payments and businesses. But it's possible that due to the way the business is set up, some payments might not be blocked, or might be blocked unintentionally.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Parental Controls","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915760315004897526,"question":"What is Under 16s payment link?","answer":"Under 16s payment link lets family and friends send money straight to a child's 'Under 16s Space' - a separate space within their parent's Starling bank account that helps them learn about saving and spending. Perfect for gifting money towards presents any time of the year.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Payment link","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915602040160145315,"question":"What are the spending and balance limits for Starling Under 16s card and Space?","answer":"When you set up Starling Under 16s you can set a daily spending limit for your child's card, of any amount between £0.01 and £500, to give you peace of mind and help you teach your child the importance of budgeting. You can also change this limit from the Manage screen for the space at any time.
\nThe space has a maximum balance of £5,000 to allow your child to build up savings.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Parental Controls","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915643292514077029,"question":"Why am I not able to make payments using Under 16s payment link?","answer":"Our Under 16s payment link have various limits to help keep you safe.
\nWhy isn't the link working?
\nWe would ask you to check the card details used and if you still can't make the payment try again after 24 hours. If it still doesn't work, please contact us via in-app chat or message.
\nYes. You can use an Under 16s card for online purchases and subscriptions like Spotify.
\nYou can control these in the 'Manage' section of the connected Space.
\nIf you have ordered a replacement card, any online payments set up should automatically update with the retailer. You may need to change the saved card details with some retailers to make sure payments aren't declined.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Spending","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915815298987214907,"question":"How do secure (3DS) card transactions work for my child’s Under 16s card when they have their own app?","answer":"As the parent, notifications for these transactions will go to your app. They won't appear in the Under 16s app.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Spending","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915685949050080178,"question":"What devices can my child use to set up an app for their Under 16s card?","answer":"Both you and your child will need an Android or iOS device to set up their own Starling app on. Most iOS and Android devices will be able to run the Starling app including:
\nYou need to be 13 years or older to add your Under 16s card to your mobile wallet. If you're under 13 you won’t be able to add it.
\nIf you’re 13 years or older, and your parent or guardian has turned on mobile wallet access for you in their Starling app, but it’s still not working, try adding the card directly in the wallet app instead.
\nWhen you do this, there’ll be an option to call us so we can make sure it's you adding the card to your mobile wallet. But we’ll need to speak to a parent or guardian, as they’ll need to pass security checks for their Starling account.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Managing the card","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915729800761132671,"question":"Can I change the contactless limit for my Under 16s card or Connected card?","answer":"Yes, you can adjust your contactless limit by going to the space you want to update, then hitting 'Manage Space' to adjust the contactless limit for. Remember to check and adjust the limit for each card you have.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915634765206798499,"question":"I’ve signed up for Kids Eat Free, how do I access my gift card?","answer":"Our partnership with the National Trust has now ended. The guidance below is for customers with an existing Kids Eat Free voucher.
\nYour digital gift card was emailed to the email address connected to your Starling current account. Click the link in the email to view your gift card. If you don’t see the email in your inbox, please check your junk mail. You can also access your gift card from Online Banking.
\nSome National Trust spaces might have poor phone signal, so it’s a good idea to take a screenshot or download the gift card before you set off.
\nDon’t forget to take a look at our terms and conditions. If you signed up for Kids Eat Free before July 2024, the T&Cs are here. If you signed up in July 2024, they’re here. And, if you signed up in July 2025, they’re here.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Kids Eat Free","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915657120300878598,"question":"Once I have my gift card, how do I get my free kids lunch?","answer":"Our partnership with the National Trust has now ended. The guidance below is for customers with an existing Kids Eat Free voucher.
\nOnce you’ve signed up for the offer and received your gift card, please head to a participating National Trust space to get your free kids lunches.
\nThe total balance on the gift card is £11 which covers the cost of two kid’s cold pick ‘n’ mix lunches.
\nIf these lunches are not available at your local participating National Trust space you are welcome to spend your gift card on food up to the value of £11 or put your gift card towards a larger purchase. For guidance on which National Trust cafes accept this gift card, please consult \"Using my gift card\" on the National Trust website for more information. Gift card information | National Trust
\nAll gift cards claimed after 21st July 2025 have an issue date of 7th May 2025. The gift card expires 24 months from the issue date or 24 months after its last use. For example, if £5 was redeemed on 10th July 2025, the expiry date for the remaining £6 would be 10th July 2027.
\nYou can check your gift card balance and expiry date via www.showmybalance.com.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Under 16s","subcategory":"Kids Eat Free","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915724587291328937,"question":"How do I close a joint account?","answer":"We’d be sorry to see you go. But if you’re sure, send us a message via the Help section of the app and we’ll sort it for you.
\nTo get in touch with us in the app:
\nYou can also call us on 020 7930 4450, or +44 (0) 207 930 4450 if you’re abroad.
\nWe only need consent from one account holder to close the account, and we'll close it within a month of getting your request. Any money left in the joint account when it closes will be shared equally between both account holders.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":48,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5354623783392397096,"question":"How do I connect Accounting to HMRC for MTD for Income Tax Self Assessment?\n","answer":"Before you can submit quarterly updates or your final declaration through Accounting, you need to connect to HMRC. This guide explains how to register for MTD for Self Assessment and connect your account.
\nBefore you start
\nTo connect Accounting to HMRC, you must first be signed up for Making Tax Digital for Self Assessment. If you haven't done this yet, follow the steps in this guide.
\nStep 1: set up a Government Gateway ID
\nIf you don't already have one, you will need to set up a Government Gateway ID. Set up your Government Gateway ID.
\nStep 2: sign up for MTD for Income Tax
\nOnce you have your Government Gateway ID, you need to sign up for MTD for Income Tax with HMRC.
\nYou will need:
\nIf you are a sole trader, you will also need:
\nIf you have multiple income sources, such as self-employment and property income, you will need to sign up each one separately for Making Tax Digital for Income Tax. Sign up for MTD for Income Tax.
\nStep 3: wait for confirmation
\nOnce you've completed your registration, HMRC will send you a confirmation email.
\nWait until you receive this confirmation before trying to connect our accounting tool to HMRC.
\nStep 4: connect Accounting to HMRC
\nOnce you're signed up for MTD, return to Accounting and follow the prompts to connect your account.
\nYou'll be asked to sign in using your Government Gateway details and authorise Starling to submit on your behalf.
\nOnce connected, your Self Assessment dashboard will show your quarterly obligations. You can then begin submitting updates.
\nTroubleshooting
\nIf the connection to HMRC fails, work through these checks:
\nCheck you are signed up for MTD
\nSign in to your HMRC personal tax account and check that Making Tax Digital for Income Tax shows as active.
\nIf it's not visible, you may need to complete the MTD sign-up process before you can connect.
\nCheck you are using the correct Government Gateway details
\nMake sure you are signing in with the same Government Gateway ID that shows MTD in your personal tax account.
\nIf you have multiple Government Gateway accounts, such as a personal one and a business one, it's easy to use the wrong one by mistake.
\nCheck your National Insurance number
\nMake sure the National Insurance number you have entered in Accounting matches the one linked to your MTD registration.
\nIf the connection still fails
\nIf you have checked all the troubleshooting steps and the connection still isn't working:
\nYou can reach HMRC using the details on their contact HMRC webpage.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4935682449404215861,"question":"How do I account for custom VAT rates, postponed VAT accounting and domestic reverse charge on a VAT return?","answer":"Some VAT scenarios aren't supported directly through Accounting's transaction categorisation. In these cases, you can achieve the correct VAT return treatment by splitting bank transactions.
\nThis guide explains what you should do for each scenario.
\nIf you had previously recorded a custom amount of VAT on a transaction, this won't show in Accounting. Instead, you will have to split the transaction into the parts that make up your VAT amount.
\nFor example, if you had a money-out transaction worth £100 which contained within it VAT worth £8.92, then you should consult the VAT receipt/invoice you received to understand the different VAT rates you were charged.
\nIn the UK the only allowable VAT rates are 0%, 5%, 20% and Exempt. Our accounting tools and other software providers may show other VAT rates, but these are used to calculate VAT for certain situations rather than being an actual VAT rate.
\nIn the above example, the VAT receipt or invoice you will have received will show something like:
\n£45 Including 20% VAT
\n£30 Including 5% VAT
\n£25 Including 0% VAT
\nIf you split your bank transaction into three line items using these rates, this will have the effect of putting £8.92 on your VAT return.
\nRemember that to reclaim VAT, you must have a valid VAT receipt or invoice which shows you how much VAT you have been charged for each supply you've received, so you should be able to read these values directly from that receipt.
\nOn the Flat Rate Scheme you charge your customers the VAT rate applicable to your supply, but calculate how much VAT to pay to HMRC based on your total taxable turnover. You do not need to capture the flat rate percentage on a transactional level. Instead you need to make sure your transactions all have the correct VAT rate that's relevant to the supply. As long as your VAT settings contain the correct information, your VAT will automatically be calculated correctly.
\nSometimes you can't reclaim VAT on a purchase, for example, on certain business entertainment or items with mixed personal use. If the original purchase was at 20% or 5%, our accounting tool doesn't have a built-in \"irrecoverable\" VAT rate, but you can achieve the same effect.
\nWhat you're trying to achieve: The net value appears in Box 7, but no VAT is reclaimed in Box 4.
\nHow to do it, assuming you have a money-out transaction for £100 with 20% irrecoverable VAT included:
\nThis increases Box 7 by the net amount without affecting Box 4.
\nIf the original purchase was zero-rated, exempt, or out of scope, and the VAT is irrecoverable, no adjustments are needed.
\nHow to do it: Simply select 0%, Exempt, or Outside of scope on the transaction as appropriate. Since there's no VAT to reclaim in the first place, the effect is the same.
\nPostponed VAT accounting lets you account for import VAT on your VAT return rather than paying it at the border. The VAT is declared as output tax and reclaimed as input tax on the same return, so the net effect is zero.
\nAccounting doesn't support postponed VAT accounting through VAT rate selections, but you can achieve the same effect.
\nWhat you're trying to achieve: VAT appears in both Box 1 (output VAT) and Box 4 (input VAT), with the net value in Box 7. The net VAT effect is zero.
\nHow to do it, assuming you have a money-out transaction for £100 which should have 20% VAT dealt with under postponed VAT accounting:
\nThis increases boxes 1 and 4 by £20 and box 7 by £100, whilst keeping your accounting records correct by netting off the two extra Revenue transactions that were created.
\nWhat you're trying to achieve: VAT appears in both Box 1 (output VAT) only and isn't included in your flat rate turnover calculation. This is not presently possible in Accounting right now.
\nHMRC issued revised guidance on how to deal with postponed VAT accounting on the flat rate scheme. You can read more about this on the HMRC website.
\nThe domestic reverse charge applies to certain industries (such as construction) where the customer, rather than the supplier, accounts for the VAT. As the customer, you must account for output VAT and reclaim it as input VAT on the same return (as long as you're allowed to reclaim input VAT).
\nAccounting doesn't support domestic reverse charge VAT accounting through VAT rate selections, but you can achieve the same effect.
\nWhat you're trying to achieve: VAT appears in both Box 1 (output VAT) and Box 4 (input VAT), with the net value in Box 7. The net VAT effect is zero.
\nHow to do it:
\nDomestic reverse charge should not be accounted for under the Flat Rate Scheme calculation. You can read more about how to account for it on HMRC's guide, but this is not possible in Accounting right now.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"VAT in accounting","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915838858283467720,"question":"I want to update all my historical transactions to use the new business spending categories. How can I do this quickly?","answer":"You can edit the category for all past and future transactions at any given merchant.
\nOpen any transaction in the app, tap on the category, choose a new category and select 'Apply to all past and future transactions'.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Business spending categories ","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915856741714445492,"question":"How do I use the business spending categories?","answer":"You don't have to do anything. We automatically set a category for a transaction based on the merchant you spent at.
\nYou can see the category by clicking on the transaction in your transaction feed. If you need to change the category, you can tap on it and choose a different one. When changing the category, you can choose whether you want to change the category for the single transaction, or for all past and future transactions.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Business spending categories ","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4940412368448603646,"question":"How can I access my data from previous financial periods?","answer":"When your Toolkit subscription ended, we sent a file with the data from it to your registered email address. You can also download the file directly from online banking, under the Business Toolkit tab.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4939967588865163358,"question":"How long do I need to keep my records?","answer":"HMRC has specific timelines for how long you should store your business documentation (invoices, receipts, and bank statements).
Corporation Tax (limited companies) generally should be kept for 6 years from the end of the accounting period.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4939894885295408823,"question":"Do I have to attach receipts to every transaction?","answer":"No. While it's a great habit to get into, there is no specific legal requirement to keep digital copies of your receipts, nor is there a rule saying a digital copy must be stored alongside your digital accounting records.
As long as your receipts are accessible and retrievable if HMRC asks to see them, you have met your legal obligations. Whether they are in a physical shoebox, a folder on your computer, or attached directly to your Starling transactions is entirely up to you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4939674339790506540,"question":"Why can’t I add my receipts in Accounting?","answer":"We're working on this, but for now you can view and add receipts to bank transactions within your Starling app and main transactions feed in online banking.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4939338227912426116,"question":"Do I have to review every single past transaction manually?","answer":"Not necessarily. Transactions you previously categorised will keep the same category in Accounting. You can review transactions one by one, or in bulk.
Read more about reviewing transactions in this FAQ.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4938595145496346908,"question":"What is \"VAT locking\" and why is it important?","answer":"To keep your records secure and audit-proof, we use VAT locking.
This prevents accidental changes to data you've already legally submitted to HMRC. If you realise there was an error, you simply add a new \"correction\" transaction. Accounting will automatically include that correction in your next return. You can only correct VAT errors on subsequent returns if the error is £10,000 or less. If it's more than that, you may have to speak with HMRC directly.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4938352192448185791,"question":"How does the Flat Rate Scheme work now?","answer":"In Toolkit, you had to confirm your flat rate on every transaction. In Accounting, you simply set your flat rate once in Settings > VAT.
You should still record the VAT rate you actually charged your client on the invoice (or bank transaction if there's no invoice). The system uses your settings to calculate the flat rate portion behind the scenes. This ensures your accounting reflects what happened in the \"real world\" while keeping your tax calculations accurate.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4938068377268994156,"question":"Why can’t I record VAT on an invoice receipt anymore?","answer":"In Accounting, the invoice is the source of truth. All VAT information is captured there. Because the payment is linked directly to that invoice, recording it a second time on the receipt is unnecessary and helps prevent double-counting.
So you don't need to worry that the invoice receipt shows a VAT rate of \"No VAT\". That's because the receipt isn't meant to contain the VAT information.
To view the VAT impact of the transaction:
If the VAT return was submitted on Toolkit or another software provider, you will be able to view the 9 boxes that were submitted. We won't know the specific transactions that were included in the submission, though, so these won't be visible.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4937740377813110231,"question":"What happened to my specific VAT rates?","answer":"Accounting supports a wide range of VAT rates, but it may not perfectly match every legacy rate from Toolkit yet.
The transactions that have been imported into Accounting will use the default VAT rates driven by the category assigned. If this is incorrect, you can update the VAT rate on the transaction during the review process. Read more about reviewing transactions in this FAQ.
Custom rates
Accounting only supports VAT rates of 20%, 5%, 0%, 'exempt', 'outside of scope', 'reverse charge (20%)' or 'no VAT'. If you are on the flat rate scheme, you can also use 'capital sales (20%)' and 'capital purchases (20%)'. If you have multiple VAT rates on one transaction, you need to split a payment into multiple categories, with correct VAT rates.
Read more about custom VAT rates in this FAQ.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Migrating from the Business Toolkit","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":4131239959267918313,"question":"How do I review transactions in Starling Accounting?\n","answer":"Why do I need to review my transactions?
You need to check each bank transaction has the correct category and VAT rate (if applicable). This is important, as these details are submitted to HMRC when you file your tax return. They also feed into your reports, insights, and tax estimates.
If something is categorised incorrectly, it could impact how much tax you pay.
How do I review transactions?
To review and reconcile your bank transactions, head over to the Transactions section in Accounting. All transactions that need to be reviewed will sit in the To review tab. There are multiple ways to review.
Reviewing a single transaction
Select the transaction to open the side panel for that transaction with additional details where you can change the assigned category and VAT rate (by clicking into each one).
To learn more about what each category means, click the 'i' icon next to it to access a detailed description of what the category includes, what it excludes, and any relevant tax information.
When you click into an individual transaction, you'll also see the option to Add multiple categories, which lets you split a single transaction into multiple categories. Find out how to split transactions in Accounting.
Reviewing in bulk
Where you have transactions with the right categories and VAT assigned, you can review multiple transactions at once using the bulk select menu.
Simply click on the checkboxes on the left side of the transactions table to select the relevant transactions. The bulk menu will show up at the bottom. Select Mark as reviewed to review all selected transactions in one go.
Similarly, you can also use bulk select where you want to change the category and VAT rate for multiple transactions at once.
Reviewing groups
Transactions with the same description are grouped together automatically. If you have multiple transactions that belong together, they will form a group above the transactions table. If you're happy with the group details, you can review all transactions in the group by clicking Mark as reviewed.
You can also update the details of all transactions that belong to this group by clicking three dots on the group and selecting Edit details from the dropdown. This will open this group inside a side panel, where you can continue to make changes. Find out how transactions are grouped.
Setting up rules
Enable rules to auto-review similar transactions. After you review a transaction (or a group of similar transactions), you'll see a prompt asking if you'd like to create a rule for future transactions that match the one you just reviewed.
Transactions are grouped based on:
When you enable a rule, the category and VAT rate you set will be applied to all future transactions that match those conditions. They will be reviewed automatically and be clearly marked with the auto-reviewed status, so you can sense-check all the details are correct before filing your tax return. Learn more about transaction rules.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Managing transactions","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4129329181979658172,"question":"How are transactions grouped in Starling Accounting?\n","answer":"In Accounting, transactions with the same description and money direction (money in/out) are grouped together. Groups will appear above the transactions table, making it easier to review and manage similar transactions at once.
Review with one click
If you're happy with the group details, you can review all transactions in that group by clicking Mark as reviewed. That's it, all transactions within the group will be reviewed.
Made a mistake? Undo it easily
If you accidentally reviewed a group, click Undo from the toast message in the bottom-left corner of your screen. This will restore the group, and all transactions inside it will revert to unreviewed.
View and edit group transactions
To see which transactions are included in a group, click View all. From this view, you can make changes to individual transactions and use bulk action as you normally would on the Transactions page.
If something doesn't look right, click on the three dots and select Edit details from the dropdown menu.
This will open the group side panel where you can change the category or VAT rate for all transactions within the group.
Removing a group
If you want to remove a group (for example, if those transactions have different categories or VAT rates), click on the three dots and select Remove group from the dropdown menu.
You will need to confirm the action to proceed. Once the group is removed, matching transactions won't be grouped again.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Managing transactions","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2498341901206438635,"question":"Why is my transaction categorised as ‘Revenue’ or ‘Money owed to you’?","answer":"When you match a transaction to an invoice, the transaction category automatically updates to 'Revenue' for sole trader accounts, and 'Money owed to you' for business accounts.
If you’ve matched an invoice to a transaction in Accounting, you won’t be able to change the category for that transaction, or unmatch the invoice in your bank account transaction feed.
If you’ve made a mistake and need to unmatch an invoice or change a transaction category, you can do so in the Transactions page in Accounting.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Managing transactions","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2497580988119466470,"question":"Why can’t I change the category of my transactions in Accounting?","answer":"You can’t change the category of your transaction if the payment was included in a tax return you've already submitted.
If you’ve matched an invoice to a transaction in Accounting, you won’t be able to change the category for that transaction, or unmatch the invoice in your bank account transaction feed.
If you’ve made a mistake and need to unmatch an invoice or change a transaction category, you can do this in Accounting.
You won’t be able to change a transaction category if you’ve split the transaction into multiple line items, and given different categories to each of them in Accounting.
In your bank account transaction feed, split transactions will show as the 'Multiple' category. We’re working on showing all split transaction categories in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Managing transactions","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2494454334104159390,"question":"I can't find my invoice in Accounting","answer":"Draft and finalised invoices won't show in Accounting until they've been sent to a customer from your Starling account, or you’ve manually marked it as 'sent'.
If you’re a sole trader
When you signed up to Accounting, you chose to start your accounting period from either this tax year or last tax year, invoices from before your chosen start date won’t show in Accounting.
If you have transactions for these older invoices, categorise them as Revenue. If the invoice was paid in cash, you can create a manual entry, then categorise it as Revenue.
If you’re a limited company
Any invoices from before your incorporation date, or from before your last filing date, won’t show in Accounting.
If the invoice was created before you signed up to Accounting, or there was never an invoice for that payment, categorise the payment as Money owed from clients.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Invoices","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2004266894365836734,"question":"Why are my invoices showing as unpaid?","answer":"After signing up to Accounting, invoices you previously marked as 'paid' have changed to 'sent' or 'overdue'.
To keep your accounts balanced, invoices must be matched to payments. Invoices you marked as paid weren’t matched, so they now show as unpaid and need to be matched to a transaction:
If the transaction isn't in your Starling account, for example it’s as a cash payment, you can create a manual entry if you’re a sole trader, or you can create a journal if you’re a limited company and then match it to the invoice.
From now on, you won't be able to mark invoices as paid, or match and unmatch transactions for invoices in the Invoicing section of the app or online banking – instead you’ll need to do this in Accounting.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Invoices","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2496109525089275729,"question":"Why can’t I mark an invoice as paid anymore? ","answer":"If you’ve signed up to Accounting,you can’t mark invoices as paid directly in Invoicing anymore. This is because we've moved this feature to our new accounting tool.
From now on, you’ll need to match an invoice to a transaction in your accounting transaction feed in order to mark it as paid. Find out how to match invoices to transactions in Accounting.
If you aren’t signed up for Accounting, you should be able to still manually mark invoices as paid without linking them to a transaction.
If you decide to use Accounting in the future
Any invoices you manually marked as paid will be changed back to unpaid. This is because in Accounting, you need to match invoices to specific transactions in order to mark them as paid.
Find out more about our new accounting tool.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Invoices","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2430656949002650589,"question":"How do I match an invoice to a payment in Accounting?","answer":"When you get paid for an invoice, you need to match the payment to the invoice for it to show as paid.
This updates the transaction status to Reviewed and also updates the payment status and outstanding amount on the invoice.
The invoice will now show as Paid under Invoicing. If the payment was for only part of the invoice, it will show as Sent with the outstanding amount left to pay.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Invoices","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2445557075312724636,"question":"How much does Accounting cost?","answer":"There's two Accounting plans available, Essentials and Plus.
Essentials is free, and it's suited to sole traders, landlords and small businesses. Plus is for VAT-registered businesses. It's £7 a month until April 2027, then £14 a month after that.
Plus has all the great features of Essentials, as well as the ability to calculate and submit VAT returns directly to HMRC.
Find out more about our accounting tool features.
Find out more about what businesses can use Accounting.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2444049844469908998,"question":"Does Accounting support Making Tax Digital (MTD)?","answer":"Yes, our new accounting tool is HMRC-recognised and supports both Making Tax Digital for Income Tax and Making Tax Digital for VAT.
You can find more information about MTD for Income Tax in our business guide.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2443992358339494687,"question":"How does Accounting work with my Starling account?","answer":"Accounting is part of your Starling business or sole trader account. There are no third party integrations, and all your Starling account transaction and invoicing data is automatically available in Accounting.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2443179942917721922,"question":"Can I give access to the new tool to my accountant? ","answer":"No, you currently can’t give accountants or employees access to Accounting. But we’re working on introducing this soon.
Find out more about what businesses can use Accounting.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2442759968396953531,"question":"How do I sign up for Accounting on my Starling account?","answer":"You can sign up for Accounting in the Starling app, or in online banking. But if you sign up in the app, you’ll need to log into online banking to finish setting it up.
\nGo to your account menu in the top right corner of the screen.
\nSelect Subscriptions.
\nChoose Accounting Essentials – this is the free Accounting plan.
\nFollow the steps on screen to sign up for Essentials.
\nOnce you’ve followed the steps in the app, you’ll need to log into online banking on a desktop computer to finish setting up Accounting.
\nYou’ll need your account number, and the phone number registered to your account.
\nYou’ll also need access to the Starling app to approve the login.
\nOnce you’re logged in, select Accounting from the menu bar on the left hand side
\nFollow the steps on screen to sign up for Accounting Essentials – this is the free Accounting plan.
\nIf you’re VAT-registered and want to submit your VAT returns through Accounting, you’ll need to subscribe to Accounting Plus. It’s £7 a month until April 2027, then £14 a month after that.
\nWith Plus, you can record VAT on your transactions, and submit VAT returns directly to HMRC.
\nFind out more about our accounting tool features.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2439408802939423147,"question":"What features are included in Accounting?","answer":"The features you can use depend on if you're a sole trader or limited company, and if you sign up for our free Accounting Essentials plan, or pay for Accounting Plus.
Plus is made for VAT-registered businesses. You get all of the great Essentials features as well as access to Making Tax Digital for VAT so you can submit your VAT return directly to HMRC.
Plus is £7 a month until April 2027, then £14 a month after that.
What about Bills to Pay?
Bills to Pay won't be available in Accounting to begin with, but we plan to bring this feature back in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2102889486668023676,"question":"Will Starling Assistant change how your customer service works?","answer":"No, you'll always be able to speak to a real person. Our UK-based teams are available in the app and on the phone 24/7.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2102077372322301072,"question":"Who can use Starling Assistant?","answer":"Right now, Starling Assistant is only available for personal accounts. But we plan to introduce it to joint, sole trader and business accounts later in the year.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2101990127679783643,"question":"Can Starling Assistant give me financial advice?","answer":"No, Starling Assistant can't give you any financial advice. Any information the assistant gives you shouldn't be taken as financial advice. We've designed Starling Assistant to only help you use your account, and learn about your spending.
If you need financial advice, we recommend going to moneyhelper.org.uk, or speaking to an independent financial adviser.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2097358932339215744,"question":"Is Starling Assistant safe?","answer":"Yes, we've designed Starling Assistant using the latest AI technology, and the highest levels of security.
The assistant can only access your account when you ask it to do something, it'll never have permanent access to your account, and it can only complete tasks if you give it your approval.
You can find out more about how we use AI, and about your privacy when it comes to our AI features, in our AI privacy notice.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2097146143268619593,"question":"What is Starling Assistant and how does it work?","answer":"Starling Assistant is an AI assistant for your Starling account. It's designed to help you speed up your everyday banking.
\nYou can ask the assistant questions about your account, where to find something in the app, or for help doing things in your account.
\nThe assistant takes your message and uses a Large Language Model (LLM) to translate it into instructions our system can understand. Once the assistant understands what you're asking for it gets to work.
\nFor example, if you ask the assistant how much you spent at Tesco last month, it can look up your payments and tell you the answer without you having to do anything.
\nIt can also do tasks in your account for you, like locking your card if you've lost it, or moving money to a spending Space. But don't worry, Starling Assistant will never do anything in your account without asking for your approval first.
\nYou can find out more about how we use AI, and about your privacy when it comes to our AI features, in our AI privacy notice.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":29,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2101350415807498254,"question":"What if I don’t want to use Starling Assistant?","answer":"Starling Assistant is optional. You don't need to use the assistant in order to have an account with us.
\nThe first time you decide to use Starling Assistant, we'll ask for your permission to turn it on. We'll also ask for permission to access your account data so that the assistant can complete tasks for you.
\nThe assistant will only have temporary access to your data while it completes tasks for you.
\nYou can turn off Starling Assistant at any time. To do this:
\nGo to the Starling app.
Go to your account menu in the top right corner of the screen.
Then go to Settings in the top right corner.
Select Manage features from the list.
Finally, turn off Starling Assistant.
The most common reason your transactions will appear locked is that you've recently filed a VAT return.
\nTransactions within the VAT period you've filed become locked as an automatic protective measure to ensure the accounting integrity of your account. This is our VAT lock.
\nYou'll still be able to view the transactions, add attachments, and export data from within that period, but editing or deleting within the filed period is restricted.
\nYou can, however, add new transactions within a VAT locked period. These transactions will automatically be added to your next VAT return filed through Accounting.
\nFind out more about VAT locks.
\nWhat do I do if I've found an error?
\nIf you've found an error on a transaction within a locked period, see our FAQ ‘Working with locked periods.’
\nIf you need to change a figure that has been filed with HMRC, you should contact your accountant to discuss how you can make an adjustment to correct the issue. You can read more about correcting errors on your VAT return on HMRC's website.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"VAT in accounting","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8393637578988342782,"question":"When can I get a new bank card?","answer":"Your digital cards (in your mobile wallet and app) updated to our new designs in late 2025. To minimise waste and stay green, we're currently using up our remaining physical card stock. Over the next few weeks, you may receive either our classic or new design when your card expires or if you request a replacement.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Cards & payments","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8394065872721693732,"question":"Why is my physical card different to my digital card?","answer":"While our digital card designs updated in October 2025, we're finishing our existing physical stock to avoid unnecessary waste. Because we're currently transitioning our inventory, you may receive a classic design even if your app shows the new one. We expect this overlap to continue for the next few weeks as we move through our remaining stock. Regardless of the design on the front, your card is fully linked to your account and ready to use.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Cards & payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":43889927940950727,"question":"What are manual journals?","answer":"A manual journal, or journal entry, is an accounting entry created directly in your bookkeeping without coming from a transaction.
\nManual journals are important for keeping your accounting records accurate. They help with:
\nYear-end adjustments
\nThis might include adjustments for accrued expenses. These are expenses you've incurred but haven't yet paid or been invoiced for. It could also include prepayments for expenses you've paid, or been invoiced for in one accounting period, but which span across another.
\nCorrecting errors
\nWhen a transaction has been recorded incorrectly a manual journal may be a way to fix this in your accounting records. This is particularly useful if the transaction is in a locked period.
\nComplex accounting
\nCertain transactions need specialist accounting that can't be easily managed through standard entries. This might include things like stock valuations or asset disposals.
\nManual journals always include at least two accounts: one debit and one credit. This is the core principle of double-entry bookkeeping – that every transaction affects at least two accounts, and the total debits must match the total credits.
\nManual journals are a normal and necessary part of accounting that help make sure your accounts stay accurate and compliant. We strongly recommend that you speak to a qualified accountant for help if you need it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Bookkeeping in Accounting","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":42857966069107349,"question":"Transaction rules: automate your bookkeeping","answer":"Tired of reviewing the same transactions over and over again? Transaction rules can help.
\nWhen you create a rule, your chosen category and VAT rate (if applicable) will be automatically applied to all similar transactions that come through your bank account. Those transactions will also be automatically marked as reviewed in Accounting.
\nExample: if you have an Adobe subscription, you can set up a rule to categorise and review related transactions as Software with the correct VAT rate (if applicable).
\nHow do rules work?
\nA rule is applied when a matching transaction is found based on:
\ntransaction description
currency
whether the money is incoming or outgoing
At the moment, we only support exact matches. If a transaction's description changes every month (for example, Adobe REF1, Adobe REF2), the rule won't work.
\nHow do I create a rule?
\nYou can create rules while reviewing transactions in Accounting:
\ngo to Transactions
review a transaction or transaction group by clicking on the Mark as reviewed button
you will see a prompt asking you if you would like to create a rule
After reviewing for the first time, you will see a pop-up showing the relevant matching criteria. If this is a recurring transaction and you're happy to automate reviewing, choose Yes, create a rule, and click on the Confirm button.
\nNext time, you'll be prompted by a smaller pop-up instead where you can click on the Create rule button.
\nThat's it! This rule will be applied to all new transactions in Accounting that match the same conditions going forward.
\nWhat happens when a rule matches a transaction?
\nMatching transactions are automatically reviewed and categorised:
\nthey won't appear in your To review tab
no further action is required from you
You can still view them anytime:
\nfilter by Auto-reviewed status on the Transactions page, or
go to Settings, then Transaction rules and select View transactions from any rule to see all transactions reviewed by that rule
Where can I manage my rules?
\nGo to Settings, then Transaction rules to see your existing rules. From here, you can:
\npause a rule – if you don't want it to apply for now – by toggling the rule from active to inactive and vice versa to enable a paused rule
delete a rule – if you no longer need it – by clicking on the Remove rule option from the dropdown menu
view transactions a rule has been applied to – by clicking on the View transactions option from the dropdown menu
FAQs
\nCan I use partial matches in a rule (for example, description contains Figma)? Not yet, rules only work on exact matches for now.
Do rules apply to past transactions? No, rules will only apply to new transactions going forward. You can use bulk categorisation to review similar past transactions.
Can I override a rule? Yes! You can always manually change the category or details for a transaction, even if a rule was applied. You can do this either from your bank feed or in Accounting.
Can I set up multiple conditions in a rule? Not yet, we're planning to expand this in the future!
Self Assessment is how HMRC collects Income Tax from people whose tax isn't automatically deducted, such as sole traders, landlords, and company directors. How you report and file depends on whether you're signed up to Making Tax Digital for Income Tax (MTD).
\nOur accounting tool supports both MTD and non-MTD (legacy) Self Assessment.
\nGetting started
\nWhen you first set up Accounting, you'll see a task:
\nSetup Self Assessment in Accounting
\nSelecting the task takes you to the Self Assessment area, where we'll ask some questions to give you the right information.
\nRegistration questions
\nAre you registered with HMRC for Self Assessment?
\nYes – This moves you to the next step
No – We'll provide a link to register with HMRC
If you're already registered, we'll then ask about MTD for Income Tax. If you don't complete registration, you can always come back to this step to complete it later. The task will continue to show until you register.
\nMTD signup questions
\nAre you signed up for MTD for Self Assessment?
\n\"Yes, I'm already signed up\" – This unlocks the Self Assessment dashboard. You'll see your MTD quarterly obligations once you connect Accounting to HMRC.
\"No, I'd like to sign up\" – We'll provide detailed instructions on what you need to do. Once complete, you'll be asked to connect Accounting to HMRC.
\"I don't need to conform to MTD ITSA yet\" – This also unlocks the Self Assessment dashboard. You'll need to submit your Self Assessment using HMRC's portal, or other software.
The Self Assessment dashboard
\nOnce set up, the Self Assessment dashboard gives you a clear view of all your obligations.
\nWhat you'll see:
\nIf you're on MTD
\nQuarterly filing deadlines
Year-end final declaration deadline
Upcoming payment deadlines
If you're not on MTD
\nYear-end tax return deadline
Upcoming payment deadlines
Both views show your next payments due, including payments on account and any balancing payment.
\nFiling your return
\nIf you're signed up to MTD
\nYou can submit your quarterly updates directly from Accounting.
\nEnd of year filing (the final declaration) will be available from 6 April 2027, covering the 2026/27 tax year onwards. Your first final declaration for 2026/27 will be due by 31 January 2028.
\nOur accounting tool provides an estimated tax calculation in the Self Assessment report. You can use this, alongside your Profit and Loss report, to complete your Self Assessment via HMRC's online portal.
\nDirect submission of legacy Self Assessment returns isn't supported through our accounting tool.
\nRecording your payments: You can tell us what HMRC says you owe, so My Tasks can remind you how much to pay and when.
\nTo do this, navigate to the relevant Self Assessment report and select 'Mark as done' next to the filing task. This opens a pop-up that allows you to enter the payments you have due to HMRC.
\nMTD for Self Assessment: who needs to sign up and when?
\nHMRC are introducing MTD for Self Assessment in phases based on your qualifying income (gross income from self-employment and/or property, before expenses):
\n| \n From \n | \n\n Who's affected \n | \n
| \n 6 April 2026 \n | \n\n Income over £50,000 \n | \n
| \n 6 April 2027 \n | \n\n Income over £30,000 \n | \n
| \n 6 April 2028 \n | \n\n Income over £20,000 \n | \n
If you're below these thresholds, you can continue using legacy Self Assessment or sign up to MTD voluntarily.
\nMTD doesn't currently apply to partnerships, company directors (in respect of their directorship), or other Self Assessment filers outside of self-employment and property income.
\nUse HMRC's tool to check if and when MTD for Income Tax applies to you. Find out if you can get an exemption from Making Tax Digital for Income Tax
\nMTD quarterly deadlines
\nIf MTD applies to you, HMRC requires you to submit quarterly updates summarising your income and expenses. The deadlines are:
\n| \n Quarter ending \n | \n\n Update due by \n | \n
| \n 5 July \n | \n\n 7 August \n | \n
| \n 5 October \n | \n\n 7 November \n | \n
| \n 5 January \n | \n\n 7 February \n | \n
| \n 5 April \n | \n\n 7 May \n | \n
Your final declaration (year-end return) is still due by 31 January following the end of the tax year—the same deadline as legacy Self Assessment.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Self Assessment","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":37600989969203587,"question":"Understanding your Self Assessment obligations","answer":"Within Accounting, you can view your Self Assessment obligations in My Tasks or within your Self Assessment report.
\nThere are four key deadlines to be aware of each year:
\n31 January: Self Assessment filing due
\nYour online Self Assessment return is due by 31 January following the end of the tax year. For example, your return for the tax year 6 April 2025 to 5 April 2026 is due by 31 January 2027.
\nLate submissions may be subject to late filing penalties from HM Revenue and Customs (HMRC).
\n31 January: Balancing payment due
\nWhen you file your return, HMRC calculates how much tax you owe for that year. If your payments on account didn't cover the full amount, you'll have a balancing payment to make. If you overpaid, you'll receive a refund.
\nThe balancing payment is due by 31 January following the end of the tax year. This is the same deadline as filing. For example, for the tax year 6 April 2025 to 5 April 2026, any balancing payment is due by 31 January 2027.
\n31 January: First payment on account due
\nPayments on account are advance payments towards your next tax year's bill. HMRC assumes you'll earn a similar amount next year, so they ask you to pay half of your current year's tax bill as an advance.
\nThese payments are due on the same day as your filing and balancing payment deadlines. However, they relate to the following year. For example, on 31 January 2027 when you file your 2025–26 return, you'll also make your first payment on account towards your 2026–27 tax bill. This payment is calculated as half of your 2025–26 liability.
\n31 July: Second payment on account due
\nYour second payment on account is the other half of the advance payment towards the current tax year. For example, your second payment on account towards 2026–27 is due by 31 July 2027.
\nPutting it together: an example
\nFor the tax year 6 April 2025 to 5 April 2026:
\n| \n Date \n | \n\n What's due \n | \n\n What it's for \n | \n
| \n 31 January 2027 \n | \n\n File your return \n | \n\n 2025–26 tax year \n | \n
| \n 31 January 2027 \n | \n\n Balancing payment \n | \n\n 2025–26 (settling up what you owe) \n | \n
| \n 31 January 2027 \n | \n\n First payment on account \n | \n\n 2026–27 (advance payment for next year) \n | \n
| \n 31 July 2027 \n | \n\n Second payment on account \n | \n\n 2026–27 (advance payment for next year) \n | \n
The first payment on account and balancing payment fall on the same date, so in practice you'll pay them together as one amount.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Self Assessment","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":36038355024365563,"question":"Understand what makes up your report","answer":"Getting started
\nAll your financial reports are accessible by selecting Reports from the main menu. You can then browse and select the specific report you need.
\nDates and accounting periods on reports
\nMost reports use your business's accounting dates. These might be your financial periods if you have a limited company or tax years if you're a sole trader.
\nThe report displays the date range it uses at the top left, and you can change the date range using the right-hand side date filter. Additionally, some reports allow you to enter custom dates.
\nHeadline figures
\nSome reports provide you with a single figure. For example, your Profit & Loss report will tell you how much profit or losses your business earned in the selected financial period.
\nWhen a report boils down to a single figure, it displays this figure as the headline figure.
\nHow it's calculated
\nThis is where you'll find how the headline figure is calculated, breaking down all the items that go into the calculation. Where applicable, you'll see options to drill down further.
\nDrilling into and expanding figures
\nReports generate figures from underlying transactions and their associated accounting entries. You can generally expand figures, drill into them, or visit another report that uses your figure as its headline.
\nFigures with the downward-pointing chevron will expand to show the calculations within the same page when you click on them.
\nA right-pointing chevron on a figure indicates you can drill into it to view underlying transactional data or another report explaining the figure's calculation.
\nDownloading a report
\nThe following reports can be downloaded by clicking on the download icon in the top right corner of the report:
\nBalance sheet
\nMoney owed
\nProfit & Loss
\nSometimes, a category balance doesn't seem quite right. This guide will help you find and fix these issues, so your financial records are up to date and accurate.
\nStep 1: Drill into the entries
\nTo find out why a category balance looks wrong, start by checking the entries that make up the category. Here's how:
\nClick on the category: Go to the category in question on the report you're using. The following reports support drill downs:
\nProfit and loss
Balance sheet
Money owed
Drill down: When you click on the category, you'll see a detailed list of all the transactions contributing to its balance.
\nStep 2: Check entry categorisation
\nOnce you have a detailed list of entries, check they are categorised correctly. Miscategorised entries can affect your balances. Follow these steps:
\nReview each entry: Go through each entry and check it's categorised correctly. Generally, a category displaying how much you owe or are owed will have 2 entries relating to the amount: an initial entry creating an amount to owe, and a second entry showing the amount paid. Over a financial year, a business may have many such entries in each category.
\nRecategorise incorrect entries: If you find any incorrectly categorised entries, you should recategorise them. Select the entry, choose the correct category, and save your changes. This updates the category balance.
\nCommonly miscategorised entries: It's worth checking your business's online HMRC account to help identify tax payments and make sure they are categorised correctly.
\nCorporation Tax payments to HMRC should be categorised under Corporation Tax Owed
VAT payments to HMRC should be categorised under VAT Owed to HMRC (and repayments of VAT from HMRC should be categorised under VAT Owed to You)
PAYE and NI payments should be categorised under Owed to PAYE and NI
Step 3: Check for errors from previous periods
\nIf the balance still looks incorrect, the error might be carried over from a previous period. Use the financial year filters to investigate:
\nSwitch financial year: Adjust the financial year filter to the previous year to see if the error started earlier.
\nReview historical entries: Check the entries from the previous year for any errors or miscategorisations, and make corrections as necessary.
\nLocked entries: Entries from previous financial periods are likely to be locked because they've already been reported. If you spot an error on a locked entry, you may need to correct it in an open period. You may need to contact an accountant, who can advise on the best course of action.
\nStep 4: Contact your accountant for help
\nIf you've followed the steps above but still can't find the error, or you're unsure how to correct it, contact your accountant for advice.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Financial reports","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":12528396171364390,"question":"How to understand your Money Owed report as a Limited Company","answer":"Knowing who you owe money to and who owes money to you can be helpful to keeping cash in the bank. Our Money owed reports allow you to do just that. Read on to find out how they work.
\nMoney owed to business report
\nThis report provides a detailed view of all the amounts owed to your business, organised into three main sections: Outstanding client invoices, taxes, and other amounts.
\nTop line figure
\nThe total amount owed to your business is displayed at the top of the report, giving you an immediate snapshot of what’s due.
\nSections overview
\nOutstanding client invoices
\nDetails displayed:
\nThe invoice number.
\nThe date the invoice was sent.
\nPartially paid invoices display their original total value and the outstanding amount.
\nThe outstanding amount on the invoice in the invoice’s currency.
\nAnd the outstanding amount on the invoice in GBP.
\nIf the invoice is overdue, a label displaying this status.
\nInvoice order: Invoices are ordered by their sent date, with the oldest appearing first.
\nInvoice links: Click on any invoice to view the full invoice.
\nTaxes
\nIf you are owed any taxes, they will be listed here.
\nClick on the tax to view the bank transactions and other financial entries involved in calculating the figure.
\nOther Amounts
\nIf there are any other amounts owed to the business, they will be listed here.
\nIf directors withdraw funds from the business as a directors’ loan, it appears in the Directors loan category.
\nClick on the other amount owed to view the bank transactions and other financial entries involved in calculating the figure.
\nMoney business owes report
\nThis report provides a detailed view of all the amounts your business owes, organised into three main sections: Outstanding supplier invoices, taxes, and other amounts to pay.
\nTop line figure
\nAt the top, you’ll see the total amount your business owes, providing a quick overview of what your business is due to pay.
\nSections overview
\nOutstanding purchase invoices
\nDetails displayed:
\nThe purchase invoice reference.
\nThe purchase invoice date.
\nPartially paid purchase invoices display their original total value and the outstanding amount.
\nThe outstanding amount on the purchase invoice in the purchase invoice’s currency.
\nAnd the outstanding amount on the purchase invoice in GBP.
\nIf the purchase invoice is overdue, a label displaying this status.
\nPurchase invoice order: Purchase invoices are ordered by date, with the oldest appearing first.
\nPurchase invoice links: Click on any purchase invoice to view more details.
\nTaxes
\nCorporation Tax:
\nYour estimated Corporation Tax Owed is displayed, which includes unpaid Corporation Tax from previous years and your current year estimate.
\nIf you owe any other taxes, such as VAT, they will also be listed here.
\nClick on the tax to view the bank transactions and other financial entries involved in calculating the figure.
\nOther amounts to pay
\nIf there are any other amounts the business owes, they will be listed here.
\nIf directors loan personal funds to the business, it appears in the Directors loan category.
\nClick on the other amount owed to view the bank transactions and other financial entries involved in calculating the figure.
\nSetting dates and downloading the report
\nYou can select to view the current business year’s report, a previous year’s report, or set to view a specific period, via the dates dropdown list. You can also download the report via the download icon in the top right corner of the report.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Financial reports","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":10899158779905299,"question":"How to understand your Money Owed report as a Sole Trader","answer":"Knowing who you owe money to and who owes money to you can be helpful to keeping cash in the bank. Our Money owed reports allow you to do just that. Read on to find out how they work.
\nMoney owed to business report
\nThis report provides a detailed view of all the amounts owed to your business, organised into three main sections: outstanding client invoices, taxes, and other amounts.
\nAt the top of the report, you'll see the total amount owed to your business, giving you an immediate snapshot of what's due.
\nOutstanding client invoices
\nYour outstanding invoices will be listed with the following details:
\nthe invoice number
\nthe date the invoice was sent
\npartially paid invoices display their original total value and the outstanding amount:
\nthe outstanding amount on the invoice in the invoice's currency
\nthe outstanding amount on the invoice in GBP
\nif the invoice is overdue, a label displaying this status
\nInvoices are ordered by their Invoice date, with the oldest appearing first. Click on any invoice to view the original invoice.
\nTaxes
\nIf you are owed any taxes (such as VAT), they will be listed here. Click on the tax to view the bank transactions and other financial entries included in calculating the figure
\nOther amounts
\nAny other amounts owed to the business will be listed here. Click on the other amount owed to view the bank transactions and other financial entries included in calculating the figure
\nMoney business owes report
\nThis report provides a detailed view of all the amounts your business owes, organised into two main sections: taxes and other amounts to pay.
\nAt the top of the report, you'll see the total amount your business owes, providing a quick overview of what your business is due to pay.
\nTaxes
\nIf you owe any taxes, such as VAT, they will be listed here. Click on the tax to view the bank transactions and other financial entries involved in calculating the figure
\nOther amounts to pay
\nAny other amounts the business owes, they will be listed here. Click on the other amount owed to view the bank transactions and other financial entries involved in calculating the figure
\nDate filtering and downloading the report
\nYou can use the date filter to view the current financial year, a previous year, or a custom period. You can also download the report using the download icon in the top right corner.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Financial reports","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7779693422792571,"question":"How to understand your profit and loss report as a Sole Trader","answer":"One of the key standard accounting reports is the profit and loss. For a given period of time, this tells you how much you have made in Revenue and how much you have incurred in Expenses. You can think of it as a report on the historical performance of your business.
\nHow to read the Profit and Loss
\nThere are a few main sections to understand when it comes to the profit and loss report.
\nRevenue
\nThis includes all categories that contribute to your income. These could include your sales figures, which includes all paid invoices dated within the reporting period, any exchange rate changes you've made gains on, as well as various other incomes.
\nCost of sales
\nThis item will only display if you have transactions or expenses categorised with the Inventory category. It can be useful to categorise expenses as Inventory if those expenses are directly attributable to your Revenue. The most common example is inventory that you purchase for resale. By categorising inventory that you've resold as Inventory, you can work out your Gross profit, which is simply your total Revenue less your Cost of sales.
\nGross profit
\nYour Gross profit as stated above is simply your total Revenue less your Cost of sales. It's especially useful if your other expense costs are fixed because it can help you to understand what your profitability will be should you sell, for example, two times more this year as opposed to last year. You can simply double your Gross profit and then deduct the remaining expenses (sometimes referred to as overheads) to understand what your Profit before tax would be.
\nExpenses
\nExpenses are your business's other costs. These include everything from meals you've had while you're out and about doing business to all the software subscriptions you pay for. Expenses is a bit of a loaded term and in different contexts can mean different things. On your profit and loss report, you can simply think of them as costs for your business.
\nProfit before tax
\nThis is sometimes referred to as Net profit before tax. It's the final figure that will tell you how well your business performed in a given period of time.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"Financial reports","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":771065833672432,"question":"Deregister for VAT in Accounting","answer":"If you are no longer eligible to be VAT registered, or if your taxable turnover falls below the threshold, you can cancel your VAT registration. You should do so directly with HMRC. You cannot submit a cancellation through software, and therefore cannot do this through our accounting tool.
\nIf your business has de-registered for VAT, it's important to update this in your Settings:
\nNavigate to Settings.
\nSelect VAT.
\nFrom the VAT settings overview, select Edit next to your current registration to update your VAT details.
\nSelect De-register for VAT.
\nEnter your cancellation date and select apply.
\nYou cannot select a cancellation date during an already-filed VAT return period or if you have Invoices with VAT dated afterwards. If you try, you will see an error message which suggests the earliest date to apply the change. This isn't necessarily the date you must choose. It's the earliest date you could choose.
\nClick Save details to save your changes.
\nYour VAT settings now reflect that you are de-registered from VAT.
\nYour final VAT return can now be submitted. If everything has been set up correctly in Settings and with HMRC, your final VAT return's period end date will be one day before your VAT de-registration date.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"VAT in accounting","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9223359477361624933,"question":"Why your sales and purchases tab is disabled","answer":"Your Sales and Purchases tab is disabled because your VAT Return was not filed through Starling.
\nWhy is your tab disabled?
\nIf you filed VAT Returns before joining Starling, we create a VAT lock covering this period. But this VAT lock won't know which transactions you submitted on each return. Instead, it locks all your transactions up to the date of your first VAT Return submitted through Starling.
\nThis means we can't show you the specific sales and purchases from returns filed prior to this date. We can still show you the total figures you submitted, which are visible on your VAT Return.
\nWhat is a VAT lock?
\nWhen you submit a VAT Return through Accounting, we create a VAT lock. A VAT lock links your transactions, expenses, supplier invoices, and invoices directly to your submitted VAT figures, and stops them from being edited. This keeps your records accurate and consistent.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Accounting","subcategory":"VAT in accounting","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9214545154047624691,"question":"Reclaiming pre-registration expenses on your first VAT Return as a limited company","answer":"Overview
\nWhen you register for VAT, you may be able to reclaim VAT on certain business expenses you paid before your VAT registration date. This guide explains how our accounting tool helps you identify and reclaim eligible pre-registration expenses on your first VAT Return.
\nWhat expenses are eligible?
\nYou can't reclaim all pre-registration expenses. Check HMRC's VAT Guide for details on what qualifies.
\nBased on these rules, our accounting tool only shows you potentially eligible transactions to make this easier.
\nGoods (assets and stock)
\n4-year rule: You can usually reclaim VAT on goods purchased up to 4 years before VAT registration. The business must still own the goods at the time of registration.
\nEligible categories:
\nStock (up to 4 years)
\nInventory (up to 4 years)
\nComputer hardware (up to 4 years)
\nBuildings (up to 4 years)
\nFurniture and equipment (up to 4 years)
\nImport VAT (up to 4 years)
\nServices
\n6-month rule: You can usually only reclaim VAT on services received within 6 months before VAT registration.
\nEligible categories:
\nPlatform fees (6 months)
\nConsultancy fees (6 months)
\nWorkplace (6 months)
\nRepairs and maintenance (6 months)
\nUtilities (6 months)
\nAccountancy fees (6 months)
\nProfessional services (6 months)
\nMarketing (6 months)
\nTravel (6 months)
\nFood and drink (6 months)
\nOther (6 months)
\nPhone and internet (6 months)
\nSoftware and subscriptions (6 months)
\nAdmin (6 months)
\nEquipment (6 months)
\nTraining (6 months)
\nVehicle and fuel costs (6 months)
\nHow to reclaim pre-registration expenses
\nStep 1: Review automatically identified transactions
\nThe VAT Return feature automatically identifies potentially eligible transactions based on:
\nthe category assigned to the transaction
\nwhether they fall within the eligible time period (4 years for goods, 6 months for services)
\nwhether they have VAT applied
\nIf a transaction has the No VAT rate applied to it, it will still appear in your list. If it’s a transaction that’s eligible for reclaiming VAT, a valid rate must be applied, such as the Standard rate.
\nThese transactions appear on the Pre-registration tab of your first VAT Return. You'll only see this tab on your first VAT Return, which our accounting tool identifies through your VAT connection to HMRC.
\nIf you don't have any pre-registration expenses to review, you need to confirm none are missing before you can file.
\nStep 2: Include or exclude transactions
\nBefore submitting your VAT Return, you need to decide whether to include or exclude each potentially eligible transaction.
\nReview each transaction in the list
\nSelect the checkboxes next to transactions you want to include
\nSelect Include or Exclude in the pop-up
\nYou can exclude all transactions by selecting Exclude all before selecting any individual transactions.
\nIf you've included or excluded a transaction by mistake, select it again to change your choice.
\nStep 3: Add any missing transactions
\nIf you have pre-registration expenses that aren't showing automatically, use Journals to add them.
\nYou should:
\nset the correct date (must be within the eligible period)
\napply the appropriate VAT rate
\nuse an eligible category from the list above
\nImportant considerations
\nBusiness use only: expenses must be for business purposes only
\nValid VAT receipts: you need valid VAT invoices or receipts for all reclaimed expenses
\nStill in use: goods must still be owned and used in the business
\nCommon questions
\nWhy can't I submit my VAT Return?
\nYou can't submit until you've either:
\nincluded or excluded all applicable transactions, or
\nconfirmed there are no pre-registration expenses
\nWhat if I'm unsure about a transaction?
\nIf you're unsure, you can either exclude the transaction or speak to an accountant. HMRC may ask for evidence of any VAT you reclaim from pre-registration expenses.
\nCan I change my mind later?
\nOnce you've submitted your first VAT Return, you can't update a transaction in our accounting tool to reclaim pre-registration expenses on later returns. It’s important to include all eligible expenses before submitting.
\nNeed more help?
\nReview HMRC's detailed guidance
\nContact your accountant or tax advisor for specific advice
\nOverview
\nWhen you register for VAT, you may be able to reclaim VAT on certain business expenses you paid before your VAT registration date. This guide explains how to identify and reclaim eligible pre-registration expenses on your first VAT Return.
\nWhat expenses are eligible?
\nYou can't reclaim all pre-registration expenses. Check HMRC's VAT Guide for details on what qualifies.
\nOur accounting tool has the following functionality that only shows you potentially eligible transactions to make this easier:
\nGoods (assets and stock)
\n4-year rule: you can usually reclaim VAT on goods purchased up to 4 years before VAT registration. The business must still own the goods at the time of registration. Eligible categories in our accounting tool:
\nInventory (up to 4 years)
\nEquipment (up to 4 years)
\nImport VAT (up to 4 years)
\nServices
\n6-month rule: you can usually only reclaim VAT on services received within 6 months before VAT registration. Eligible categories in our accounting tool:
\nTravel (6 months)
\nFood and drink (6 months)
\nMarketing (6 months)
\nProfessional services (6 months)
\nOther (6 months)
\nWorkplace (6 months)
\nSoftware (6 months)
\nConsultancy fees (6 months)
\nInsurance (6 months)
\nOffice and postage costs (6 months)
\nTraining (6 months)
\nPhone and internet (6 months)
\nAdmin (6 months)
\nVehicles (6 months)
\nEquipment hire (6 months)
\nRepairs and maintenance (6 months)
\nAccountancy fees (6 months)
\nHow to reclaim pre-registration expenses in our accounting tool
\nStep 1: Review automatically identified transactions
\nThe VAT Return feature automatically identify potentially eligible transactions based on:
\nthe category assigned to the transaction
\nwhether they fall within the eligible time period (4 years for goods, 6 months for services)
\nwhether they have VAT applied
\nIf a transaction has the No VAT rate applied to it, it will still appear in your list. If it’s a transaction that’s eligible for reclaiming VAT, a valid rate must be applied, such as the Standard rate.
\nThese transactions appear on the Pre-registration tab of your first VAT Return. You'll only see this tab on your first VAT Return, which our accounting tool identifies through your VAT connection to HMRC.
\nIf you don't have any pre-registration expenses to review, you need to confirm none are missing before you can file.
\nStep 2: Include or exclude transactions
\nBefore submitting your VAT Return, you need to decide whether to include or exclude each potentially eligible transaction.
\nReview each transaction in the list
\nSelect the checkboxes next to transactions you want to include
\nSelect Include or Exclude in the pop-up
\nYou can exclude all transactions by selecting Exclude all before selecting any individual transactions.
\nIf you've included or excluded a transaction by mistake, select it again to change your choice.
\nStep 3: Add any missing transactions
\nIf you have pre-registration expenses that aren't showing automatically, use Manual Entries to add them.
\nYou should:
\nset the correct date (must be within the eligible period)
\napply the appropriate VAT rate
\nuse an eligible category from the list above
\nImportant considerations
\nBusiness use only – expenses must be for business purposes only
\nValid VAT receipts – you need valid VAT invoices or receipts for all reclaimed expenses
\nStill in use – goods must still be owned and used in the business
\nCommon questions
\nWhy can't I submit my VAT Return?
\nYou can't submit until you've either:
\nincluded or excluded some transactions, or
\nconfirmed there are no pre-registration expenses
\nWhat if I'm unsure about a transaction?
\nIf you're unsure, you can either exclude the transaction or speak to an accountant. HMRC may ask for evidence of any VAT you reclaim from pre-registration expenses.
\nCan I change my mind later?
\nOnce you've submitted your first VAT Return, you can't update a transaction in Accounting to reclaim pre-registration expenses on later returns. It’s important to include all eligible expenses before submitting.
\nNeed more help?
\nReview HMRC's detailed guidance
\nContact your accountant or tax advisor for specific advice
\nThe amount of VAT a business pays or claims back from HM Revenue and Customs (HMRC) is usually the difference between the VAT charged by the business to customers and the VAT the business pays on their own purchases. This is referred to in our accounting tool as the Standard rate when selecting your VAT scheme .
\nHow the Flat Rate scheme works
\nyou pay a fixed rate of VAT to HMRC (depending on your business type)
\nyou keep the difference between what you charge your customers and pay to HMRC (you may end up paying extra, if your supplies are not Standard rated)
\ntypically, you cannot reclaim the VAT on your purchases – except for certain capital assets over £2,000
\nTo join the scheme you must be eligible, and you must apply to HMRC.
\nWhen you register for the Flat Rate scheme for the first time and this is your first VAT registration, HMRC allows you to apply a 1% discount in the first year.
\nFor further information on the flat rate scheme, read more about the Flat Rate scheme or the Flat Rate scheme for small businesses VAT notice.
\nLimited cost business
\nIf you are considered by HMRC as being a limited cost business, you would be subject to a flat rate sector of 16.5% (if it's your first year of VAT registration, you would still receive the 1% discount bringing the percentage down to 15.5%). This is similar to the standard method of calculating VAT, but without the added benefit of being able to reclaim any VAT on your expenses.
\nFor example:
\n£1,000 net sale (charge for service)
\n£200 charge for VAT at the Standard rate
\n£1,200 gross sale
\nFlat rate = 16.5%
\nVAT payable to HMRC = £1,200 x 16.5% = £198
\nThe difference between VAT collected and paid here is only £2.
\nA limited cost business is defined as one whose VAT inclusive expenditure on goods in the VAT accounting period are less than the higher of the following criteria:
\n2% of relevant VAT inclusive turnover for the quarter
\ngreater than 2% of their VAT inclusive turnover but less than £1,000 per annum (so less than £250 per quarter)
\nIf the money you receive is in the same category that your tracker follows, the amount of budget you have left will increase.
\nFor example, this could happen if you:
\nThe amount of budget you have left will never exceed the monthly budget for your tracker. For example:
\nWhen you tap on a tracker, you can see what you’ve spent and received in the month.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":25,"context":{"appScreen":["ADD_MONEY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5975366485109917150,"question":"What is the difference between a spending tracker and a Space?","answer":"A spending tracker helps you keep track of how much money you spend in a category each month. You can set a monthly budget for a category, like eating out, and then go to your tracker to check how much of that budget you have left. Trackers only track transactions from your main balance.
\nA Space is a pot in your account where you can keep money separate from your main balance. You can move money between your Spaces and main account balance anytime you like. And you can use Spaces to set money aside for expenses, like holidays or bills.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5974975082970435242,"question":"What happens if I go over my spending tracker budget?","answer":"If you spend more than your tracker’s monthly budget, payments will still go through. Your tracker will show how much you’ve gone over budget.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5974241625597561515,"question":"What are spending trackers?","answer":"Spending trackers are designed to help you stay on top of your spending. They let you set monthly budgets for different spending categories, like groceries and eating out. You can then track how much of each budget you have left.
\nTrackers only track transactions from your main balance.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915681224798191772,"question":"Where can I check my monthly subscription fee?\n","answer":"If you already have a euro account, you can see your subscription details in the Starling app:
\nYou’ll be able to see the details for your current and cancelled subscriptions
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Subscriptions","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915787437616680059,"question":"When do I pay the subscription fee for my euro account?","answer":"Your first fee will be taken on the first day of the month after you open your business euro account. After that, we’ll take the fee on the first day of each month. For example, if you open your euro account on the 15th of March, you won't pay anything for March. Your first £2 fee will be charged on the 1st of April.
\nThe £2 subscription fee will always come from your British pound business account.
\nYou can find your billing details in the Starling app:
\nTap Starling subscriptions.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Subscriptions","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915785853997041761,"question":"Can I reopen a business euro account after I close it?","answer":"If you cancel your euro account subscription, the account will close.
\nOnce the account is closed, you won’t be able to apply for a new one until one calendar month after the date you close it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Subscriptions","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915611540436042881,"question":"When will I be charged if I open a business euro account partway through a month?","answer":"Your first fee will be taken on the first day of the month after you open your euro account. After that, we’ll take the fee on the first day of each month. For example, if you open your euro account on the 15th of March, you won't pay anything for March. Your first £2 fee will be charged on the 1st of April.
\nThe £2 subscription fee will always come from your British pound business account.
\nYou can find out your billing details in the Starling app:
\nYou’ll be able to see the details for your current and cancelled subscriptions
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Subscriptions","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915659119906342024,"question":"How do I cancel a business euro account subscription?","answer":"We're sorry you want to cancel your subscription for your euro account. If you do, it means the account will close.
\nIs there something wrong or that we could do better? If so, please message us in the Starling app and we'll look into it.
\nIf you'd still like to close the account, first make sure there's no money left in it. Then:
\nIf there's still money in your euro account, you'll need to transfer this out before you can close it in the app, or you can get in touch with us to ask us to close your account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Subscriptions","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915786026044637385,"question":"How am I charged for my business euro account?","answer":"We charge a £2 subscription fee each month if you have a business euro account.
\nIf you have more than one Starling business account, and you have a euro account for each one, we’ll charge a £2 subscription fee for each euro account.
\nThe subscription fee will always come from your British pound business account. Your first fee will be taken on the first day of the month after you open your euro account. After that, we’ll take the fee on the first day of each month.
\nYou can find your billing details in the Starling app:
\nThere is a £2 a month subscription fee for the account. We will take this on the first of the month from your business account.
\nWe don’t charge you transfer fees when you use your euro account to send and receive euros.
\nIf you send a payment in euros, your payee’s bank might charge a fee. This can happen if the payee’s bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
\nIf you move money between your Starling accounts
\nYou can move money between your Starling euro account and another account you have with us that’s in a different currency. Each time you do, that money is converted between currencies, and you’ll pay a 0.4% conversion fee on the money you want to move.
\nThe conversion fee is always 0.4%, no matter how much money you move or which currency you’re converting.
\nWe always show you the exact cost of converting money before you move it between your Starling accounts.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"EUR Account Features","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915628960049090180,"question":"How does the ‘EUR Card Spending’ toggle work?","answer":"You can make card payments from your Starling euro account using the same debit card you have for your business account. To do this, you’ll need to link your card to your euro account in the Starling app first:
\nIf you don’t see this option, it means you’ve already linked your card to your euro account, so the ‘EUR Card Spending’ toggle will be switched on.
\nWhen the ‘EUR Card Spending’ toggle is switched on, all card payments in euros will come from your euro account. Payments in other currencies will still come from your British pound business account.
\nIf your business has multiple cards, each cardholder must individually link their card in their own app to spend from the euro account.
\nIf you switch off the ‘EUR Card Spending’ toggle
\nCard payments in all currencies will come from your business account.
\nTo switch off the ‘EUR Card Spending’ toggle:
\nSwitch off the EUR Card Spending toggle.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"EUR Account Features","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915728929541736081,"question":"Can I deposit cash or cheques in euros?","answer":"At the moment, we can't accept cash or cheques in euros.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"EUR Account Features","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3630744326307531911,"question":"How can I use my Starling card abroad if I have a business account and a euro account?","answer":"You can make card payments in euros from your euro account or your business account.
\nPaying in euros from your euro account
\nIf you want card payments in euros to come from your euro account instead of your business account, you’ll need to link your card to your euro account:
\nIf you don’t see this option, it means you’ve already linked your card to your euro account, so the ‘EUR Card Spending’ toggle will be switched on. If your business has multiple cards, each cardholder must individually link their card in their own app to spend from the euro account.
\nTo go back to using your business account for card payments in euros:
\nThings to know when using your euro account
\nPaying in euros from your business account
\nIf you’d prefer to make card payments in euros from your business account, make sure the ‘EUR Card Spending’ toggle is switched off and then use your debit card as normal:
\nIf you only see the option to Link card to Euro account, it means your card isn’t linked to your euro account, so card payments in euros will come from your business account.
\nWhen you use your card abroad to pay for things or withdraw money from a cash machine, you can choose the option to pay in the local currency. This means you get the Mastercard exchange rate, which is likely to be better than the rate set by the merchant or the cash machine provider. If you choose to pay in GBP, the merchant or cash machine provider might add a fee or a markup to the exchange rate.
\nThings to know when using your business account
\nYou can check the current currency rate for using your card abroad in the app. Just go to Cards and then tap Going abroad?.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":260420750878984563,"question":"What are the different Starling exchange rates?","answer":"Depending on the direction of your payment, and how your payment was sent, a different exchange rate may be used to complete that payment.
\nThe exchange rates we receive from third party market providers will vary depending on a few factors. These are:
\nAs exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, however ones that we do provide you can only be used as a guide. You can get in touch with us to find out the exchange rates that are currently or previously applicable. Once you receive or send a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
\nWhen we say mid-market point below we mean the point in the middle of the exchange rate that banks buy and sell currencies.
\nThe Starling inbound exchange rate
\nThe ‘inbound exchange rate’ is calculated using exchange rates received from third party market providers and includes a margin of 2%. The rate before the application of the margin is based on a mid-market point and is updated regularly.
\nThis rate is used when we receive a payment in a foreign currency that needs to be converted and applied to your British pounds account. We apply the then applicable inbound exchange rate to the currencies you want to exchange at the point the money is credited to your account.
\nExample
\nThe Starling outbound exchange rate
\nThe ‘outbound exchange rate’ is calculated using exchange rates received from third party market providers. The rate is based on a mid-market point and is updated regularly. The exchange rate does not include any fees or margins.
\nThis rate is used when you send a payment from your account that involves a foreign currency. For example, when you send euros from your British pounds account to your euro account or to an account abroad, we’ll use the outbound exchange rate to convert the British pounds into euros before it goes out of your account.
\nWhere the foreign currency markets are open, we apply the current outbound exchange rate to the currencies you exchange at the point the payment is processed. We then add any applicable separate conversion fees.
\nExample
\nThe Starling closed-market exchange rate
\nThe foreign currency markets are closed between 10pm on Friday until 2am on Monday (UK time), and on bank holidays. This means live exchange rates are not available. As a result, we set a separate exchange rate that applies to any exchange rate provided to you outside of the market hours. We then add any applicable separate conversion fees.
\nThe ‘closed-market exchange rate’ is calculated using the exchange rates received from third party market providers as at 7:55pm on Friday/the day before a bank holiday. We include an additional margin of 0.5% (to reflect potential movements in the rate that may happen when the markets reopen) to determine the applicable rate.
\nYou can wait for the foreign currency markets to reopen to receive a live exchange rate without a margin (this will be the outbound exchange rate).
\nExample
\nThe Starling internal exchange rate
\nThe ‘internal exchange rate’ is calculated using exchange rates received from third party market providers. The rate is based on a mid market point and is updated regularly. The rate does not include any fees or margins.
\nThis rate is used when we need to move money on your behalf, such as when your account is closed or if we need to ‘set off’ against money you owe us. We apply the current internal exchange rate to the currencies you want to exchange at the point the transfer/set-off to your account is made.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Payments","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8375279808516476880,"question":"What are the different Starling exchange rates?","answer":"Depending on the direction of your payment, and how your payment was sent, a different exchange rate may be used to complete that payment.
\nThe exchange rates we receive from third party market providers will vary depending on a few factors. These are:
\nAs exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, however ones that we do provide you can only be used as a guide. You can get in touch with us to find out the exchange rates that are currently or previously applicable. Once you receive or send a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
\nWhen we say mid-market point below we mean the point in the middle of the exchange rate that banks buy and sell currencies.
\nThe Starling inbound exchange rate
\nThe ‘inbound exchange rate’ is calculated using exchange rates received from third party market providers and includes a margin of 2%. The rate before the application of the margin is based on a mid-market point and is updated regularly.
\nThis rate is used when we receive a payment in a foreign currency that needs to be converted and applied to your British pounds account. We apply the then applicable inbound exchange rate to the currencies you want to exchange at the point the money is credited to your account.
\nExample
\nThe Starling outbound exchange rate
\nThe ‘outbound exchange rate’ is calculated using exchange rates received from third party market providers. The rate is based on a mid-market point and is updated regularly. The exchange rate does not include any fees or margins.
\nThis rate is used when you send a payment from your account that involves a foreign currency. For example, when you send euros from your British pounds account to your euro account or to an account abroad, we’ll use the outbound exchange rate to convert the British pounds into euros before it goes out of your account.
\nWhere the foreign currency markets are open, we apply the current outbound exchange rate to the currencies you exchange at the point the payment is processed. We then add any applicable separate conversion fees.
\nExample
\nThe Starling closed-market exchange rate
\nThe foreign currency markets are closed between 10pm on Friday until 2am on Monday (UK time), and on bank holidays. This means live exchange rates are not available. As a result, we set a separate exchange rate that applies to any exchange rate provided to you outside of the market hours. We then add any applicable separate conversion fees.
\nThe ‘closed-market exchange rate’ is calculated using the exchange rates received from third party market providers as at 7:55pm on Friday/the day before a bank holiday. We include an additional margin of 0.5% (to reflect potential movements in the rate that may happen when the markets reopen) to determine the applicable rate.
\nYou can wait for the foreign currency markets to reopen to receive a live exchange rate without a margin (this will be the outbound exchange rate).
\nExample
\nThe Starling internal exchange rate
\nThe ‘internal exchange rate’ is calculated using exchange rates received from third party market providers. The rate is based on a mid market point and is updated regularly. The rate does not include any fees or margins.
\nThis rate is used when we need to move money on your behalf, such as when your account is closed or if we need to ‘set off’ against money you owe us. We apply the current internal exchange rate to the currencies you want to exchange at the point the transfer/set-off to your account is made.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":63,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":260373486269515640,"question":"What are the different Starling exchange rates?","answer":"Depending on the direction of your payment, and how your payment was sent, a different exchange rate may be used to complete that payment.
\nThe exchange rates we receive from third party market providers will vary depending on a few factors. These are:
\nAs exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, however ones that we do provide you can only be used as a guide. You can get in touch with us to find out the exchange rates that are currently or previously applicable. Once you receive or send a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
\nWhen we say mid-market point below we mean the point in the middle of the exchange rate that banks buy and sell currencies.
\nThe Starling inbound exchange rate
\nThe ‘inbound exchange rate’ is calculated using exchange rates received from third party market providers and includes a margin of 2%. The rate before the application of the margin is based on a mid-market point and is updated regularly.
\nThis rate is used when we receive a payment in a foreign currency that needs to be converted and applied to your British pounds account. We apply the then applicable inbound exchange rate to the currencies you want to exchange at the point the money is credited to your account.
\nExample
\nThe Starling outbound exchange rate
\nThe ‘outbound exchange rate’ is calculated using exchange rates received from third party market providers. The rate is based on a mid-market point and is updated regularly. The exchange rate does not include any fees or margins.
\nThis rate is used when you send a payment from your account that involves a foreign currency. For example, when you send euros from your British pounds account to your euro account or to an account abroad, we’ll use the outbound exchange rate to convert the British pounds into euros before it goes out of your account.
\nWhere the foreign currency markets are open, we apply the current outbound exchange rate to the currencies you exchange at the point the payment is processed. We then add any applicable separate conversion fees.
\nExample
\nThe Starling closed-market exchange rate
\nThe foreign currency markets are closed between 10pm on Friday until 2am on Monday (UK time), and on bank holidays. This means live exchange rates are not available. As a result, we set a separate exchange rate that applies to any exchange rate provided to you outside of the market hours. We then add any applicable separate conversion fees.
\nThe ‘closed-market exchange rate’ is calculated using the exchange rates received from third party market providers as at 7:55pm on Friday/the day before a bank holiday. We include an additional margin of 0.5% (to reflect potential movements in the rate that may happen when the markets reopen) to determine the applicable rate.
\nYou can wait for the foreign currency markets to reopen to receive a live exchange rate without a margin (this will be the outbound exchange rate).
\nExample
\nThe Starling internal exchange rate
\nThe ‘internal exchange rate’ is calculated using exchange rates received from third party market providers. The rate is based on a mid market point and is updated regularly. The rate does not include any fees or margins.
\nThis rate is used when we need to move money on your behalf, such as when your account is closed or if we need to ‘set off’ against money you owe us. We apply the current internal exchange rate to the currencies you want to exchange at the point the transfer/set-off to your account is made.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"US Dollar accounts","subcategory":"Currency Conversion","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":590109115497006269,"question":"How can I create a scheduled transfer between my Starling accounts?\n","answer":"You can create a scheduled transfer between two of your Starling accounts from the app.
\n1. Go to the Payments tab and tap Transfer between accounts. This will only show if you have access to more than one Starling account
\n2. Tap Transfer on the account you want to schedule a transfer to.
\n3. Add details for the amount, and reference, then enable Schedule this transfer.
\n4. You can select when you'd like it to start and the frequency. You can also set an ending date.
\nYou can’t set up a scheduled transfer to or from a Starling business account, or when a currency conversion is involved.
\nTo set up an automated transfer from your personal account to your Easy Saver Spaces, follow these steps.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915809097022785463,"question":"How can I create a standing order or scheduled payment?","answer":"You can create a standing order, or scheduled payment to a payee, from the app.
\nTo schedule a payment into a Space
\nTo schedule a payment to another of your Starling accounts, follow the steps set out in this FAQ.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915812843761978730,"question":"Can I pay my bills from a Space? How do I set this up?","answer":"You can choose to pay any Direct Debit or standing order from a new or existing Regular Space. You can not do this from your savings accounts.
\nYou choose which bills you’d like to pay, then each time we receive a request for payment, we’ll take the money from the Space instead of your main balance.
\nMobile app:
\nIn Spaces, go to the spending tab, tap the Space you’d like to pay your bills from, tap Manage Space then Pay bills from this Space. We’ll show you some information about how bills will be paid, then you can choose which of your Direct Debits and standing orders you’d like to pay from the Space.
\nOnline banking:
\nIn Spaces, click on the Space you’d like to pay your bills from then in the Manage Space panel, click on Pay bills from this Space and choose the bills you’d like to pay from the Space.
\nWith virtual cards, you can also pay online subscriptions from a Space. To set this up, go to Manage Space and choose Create a virtual card. Then, go to the merchant website to update payment details with the virtual card details, which you can find in Manage Space or in the Cards hub.
\nWe’ll show you a total of the latest payments you’ve selected so you can set up an automatic transfer to the Space to cover the amount. We’d recommend adding a little extra money to the Space to make sure you aren’t caught out by any amount changes.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915749544159498186,"question":"How do I move a scheduled payment from one Space to another?","answer":"You can choose any of your Direct Debits or standing orders to be paid from a Space, including those from other Spaces.
\nIn the Space, tap ‘Manage Space’ and then ‘Bills paid from this Space’. You can select the Direct Debit or standing order you want to move and it will be moved over automatically.
\nYou can only pay bills from Regular Spaces. You can not pay bills from savings accounts.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915860392689421205,"question":"Can I delete a Starling Space?","answer":"You can archive a Space, but you can’t delete one.
\nThis is so that you can access your payment history.
\nTo archive a Space:
\n-Go to Spaces
\n-Select the Space you want to archive
\n-Tap Manage
\n-Tap Archive Space
\n-Follow the instructions
\nYou can’t archive an Easy Saver Space if:
\nYes!
\nIf you’ve received a GBP (£) payment into your personal or joint account main balance, you can easily sort it into your Spaces and other Starling accounts. You can’t currently split payments into your saving accounts, though.
\nTo split a payment, tap the payment in your feed, then tap split payment.
\nFrom there, you can choose how you want to split it – by amounts or percentages – and where you want to send the money.
\nIf you have a business or sole trader account, you can currently only split payments into Spaces – not other accounts.
\nHaving trouble splitting one of your payments?
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":78,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915820138814915836,"question":"What are Starling Spaces?","answer":"Spaces are an easy and visual way to set aside money for the stuff that’s important to you.
\nWith Regular Spaces as part of your current account you can create a virtual card, set up automatic transfers, and save the change from transactions made on your main balance through round-ups.
\nSpaces as part of your Easy Saver allow you to earn interest, set up a savings target and set up automatic transfers.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915649133563298331,"question":"Where can I send euro payments to from my euro account?","answer":"You can only send euros to bank accounts that accept SEPA payments.
\nWhen sending payments in foreign currencies, Starling relies on a network of correspondent and intermediary banks. The intermediary bank we use to help us process your euro payments does not allow payments to or from countries that are on the EU’s high-risk third countries list. That list can be found here. In very rare cases, a country that you could typically send SEPA payments to may appear on this list. If that does happen, you won’t be able to make a payment to that country from your euro account.
\nYou can use your Starling euro account to send euros to these countries:
\nAlbania
\nAndorra
\nAustria
\nBelgium
\nBulgaria
\nCroatia
\nCyprus
\nCzech Republic
\nDenmark
\nEstonia
\nFinland
\nFrance
\nGermany
\nGreece
\nHungary
\nIceland
\nIreland
\nItaly
\nLatvia
\nLiechtenstein
\nLithuania
\nLuxembourg
\nMalta
\nMoldova
\nMonaco
\nMontenegro
\nNetherlands
\nNorth Macedonia
\nNorway
\nPoland
\nPortugal
\nRomania
\nSan Marino
\nSerbia
\nSlovakia
\nSlovenia
\nSpain
\nSweden
\nSwitzerland
\nUnited Kingdom
\nVatican City State / Holy See
\nWe don’t charge you a fee if you use your euro account to send and receive euros.
\nIf you send a payment in euros, your payee’s bank might charge a fee. This can happen if the payee’s bank charges a fee for receiving payments from outside the European Economic Area (EEA). Because the UK left the EU, Starling is outside of the European Economic Area. We have no control over this fee.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Euro Payments","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":260309295172765112,"question":"What are the different Starling exchange rates?","answer":"Depending on the direction of your payment, and how your payment was sent, a different exchange rate may be used to complete that payment.
\nAll of the exchange rates that we receive from third party market providers will vary depending on a few factors. These are:
\nYou can get in touch with us to find out which exchange rate from the explanations below was used for your transaction.
\nThe Starling inbound exchange rate
\nThe ‘Starling inbound exchange rate’ is calculated using exchange rates received from third party market providers. It is based on a mid-market point. This exchange rate is updated regularly and includes a margin of 2%. This rate is used when we receive a payment in a foreign currency that needs to be converted and applied to your account.
\nYou can find out more details about the margin we add, including seeing an example of Starling’s inbound exchange rate, by searching ‘How much does it cost to receive a euro payment into your GBP current account?’ on this page of our website: help.starlingbank.com
\nYou can get in touch with us to find out the Starling inbound exchange rate that is currently applicable. As exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, this can only be used as a guide or an indication. Once you receive a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
\nThe Starling outbound exchange rate
\nThe ‘Starling outbound exchange rate’ is calculated using exchange rates received from third party market providers. This exchange rate is updated regularly and does not include any fees or margins when the foreign currency markets are open. This rate is used when you send a payment from your account that involves a foreign currency, this could be a payment to an account abroad or to a Starling account you hold in a different currency.
\nThe foreign currency markets are closed between 22:00 on Friday until 02:00 on Monday. This means live exchange rates are not available on weekends and bank holidays. Any exchange rates provided to you outside of the market hours include a margin of 0.5% to guarantee that rate. You can wait for the foreign currency markets to reopen to receive a live exchange rate without a margin.
\nYou can find out more details, including seeing an example of Starling’s outbound exchange rate, on our website (https://www.starlingbank.com/send-money-abroad/). You can also see the Starling outbound exchange rate in the app. Once you send a payment, you’ll be able to see the exact exchange rate that was used in your in-app transaction feed and on your statements.
\nThe Starling internal exchange rate
\nThe ‘Starling internal exchange rate’ is calculated using exchange rates received from third party market providers. It is based on a mid-market point. This exchange rate is updated regularly and does not include any fees or margins. This rate is used when we need to move money on your behalf, such as when your account is closed or if we need to ‘set off’ against money you owe us.
\nYou can get in touch with us to find out the Starling internal exchange rate that is currently applicable. As exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, this can only be used as a guide or an indication. Once you receive a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":260919274912828006,"question":"What are the different Starling exchange rates?","answer":"Depending on the direction of your payment, and how your payment was sent, a different exchange rate may be used to complete that payment.
\nAll of the exchange rates that we receive from third party market providers will vary depending on a few factors. These are:
\nYou can get in touch with us to find out which exchange rate from the explanations below was used for your transaction.
\nThe Starling inbound exchange rate
\nThe ‘Starling inbound exchange rate’ is calculated using exchange rates received from third party market providers. It is based on a mid-market point. This exchange rate is updated regularly and includes a margin of 2%. This rate is used when we receive a payment in a foreign currency that needs to be converted and applied to your account.
\nYou can find out more details about the margin we add, including seeing an example of Starling’s inbound exchange rate, by searching ‘How much does it cost to receive a euro payment into your GBP current account?’ on this page of our website: help.starlingbank.com
\nYou can get in touch with us to find out the Starling inbound exchange rate that is currently applicable. As exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, this can only be used as a guide or an indication. Once you receive a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
\nThe Starling outbound exchange rate
\nThe ‘Starling outbound exchange rate’ is calculated using exchange rates received from third party market providers. This exchange rate is updated regularly and does not include any fees or margins when the foreign currency markets are open. This rate is used when you send a payment from your account that involves a foreign currency, this could be a payment to an account abroad or to a Starling account you hold in a different currency.
\nThe foreign currency markets are closed between 22:00 on Friday until 02:00 on Monday. This means live exchange rates are not available on weekends and bank holidays. Any exchange rates provided to you outside of the market hours include a margin of 0.5% to guarantee that rate. You can wait for the foreign currency markets to reopen to receive a live exchange rate without a margin.
\nYou can find out more details, including seeing an example of Starling’s outbound exchange rate, on our website (https://www.starlingbank.com/send-money-abroad/). You can also see the Starling outbound exchange rate in the app. Once you send a payment, you’ll be able to see the exact exchange rate that was used in your in-app transaction feed and on your statements.
\nThe Starling internal exchange rate
\nThe ‘Starling internal exchange rate’ is calculated using exchange rates received from third party market providers. It is based on a mid-market point. This exchange rate is updated regularly and does not include any fees or margins. This rate is used when we need to move money on your behalf, such as when your account is closed or if we need to ‘set off’ against money you owe us.
\nYou can get in touch with us to find out the Starling internal exchange rate that is currently applicable. As exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand, this can only be used as a guide or an indication. Once you receive a payment, you’ll be able to see the exact rate that was used in your in-app transaction feed and on your statements.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":60,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3843886008582295194,"question":"Will my customers have to enter their PIN on my device when using Tap to Pay?","answer":"Right now, you can’t change your limits for Tap to Pay. But we’ll continue to review the limits, and we’ll let you know if they change.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3824065886513218404,"question":"Will I be charged if I get a chargeback from a Tap to Pay sale? ","answer":"Yes, if you get a chargeback, we’ll charge you a £10 fee, you’ll also be charged a variable fee which we pass on from Visa or Mastercard. This fee applies regardless of whether you successfully challenge the chargeback or not. This is because there’s a cost involved in processing and investigating each chargeback.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3839817421530484230,"question":"Where can I see my past Tap to Pay sales?","answer":"To see a list of your past sales, go to the Past sales tab in the Tap to Pay section of the app. You’ll also be able to resend receipts and give refunds from there too.
\nThe money you earn from your daily sales will be paid into your Starling account in a single payment the next working day. You can learn more about income payments here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3849737489302243677,"question":"When will I receive the money I’ve made from Tap to Pay?","answer":"The money you make from your Tap to Pay sales will be added to your Starling account the next working day after the sale has been processed. Sales made on a Friday, Saturday or Sunday will be added to your Starling account on a Monday – unless it’s a public holiday, in which case they’ll be added on a Tuesday.
\nIf you make several sales in one day, we’ll send you a single payment that covers all of the sales. We’ll take off our fees, plus any refunds and chargebacks you owe, before sending the money to you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":38,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3826050503885997818,"question":"What is the variable fee for a Tap to Pay chargeback?","answer":"The variable fee is a fee passed on directly from card schemes, such as Mastercard and Visa, it’s not set by us. The fee amount depends on factors outside our control, such as the type of card your customer used (for example, a business or international card), and if the transaction is disputed more than once.
\nYou can learn more about disputed Tap to Pay sales here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3823118517913732307,"question":"What is a Tap to Pay chargeback?","answer":"A chargeback is when your customer’s bank disputes a card payment because the customer believes the payment was incorrect or fraudulent, or they weren’t happy with the goods or services they got. When someone raises a chargeback, they can request a full or part refund.
\nIf one of your customers disputes a payment, we’ll message you in the app to let you know. We’ll explain what you can do to challenge the chargeback, and the information you need to give us. If you don’t reply to our app message, we’ll also email you.
\nIf you don’t get back to us within 15 days, or if we don’t successfully challenge the chargeback, it’ll be automatically accepted and we won’t be able to reverse it. If this happens, we’ll message you in the app or email you to let you know we’ve taken the money from your Starling account.
\nIt's important to know
\nIf your total Starling account balance (including your Spaces) is below zero and you get a chargeback, we’ll still take the original sale amount and the chargeback fee from your account. This will put you into an unarranged overdraft. We’ll contact you if this happens.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3838533020690170266,"question":"What information is included on a Tap to Pay receipt?","answer":"When you make a Tap to Pay sale, we’ll automatically generate a receipt using your business information. Each receipt includes:
\nThe information on your receipts may vary depending on the information available from your business and at the time of the sale. But we’ll always follow all payment scheme guidelines to make sure your receipts are accurate and legal.
\nVAT receipts and invoices
\nYou can’t currently issue VAT receipts and invoices with Tap to Pay. Under UK VAT rules, it's your responsibility to issue the correct VAT documents for your business and customers. It’s important you do this to make sure you’re keeping accurate records and following HMRC rules.
\nIf you’re unsure, we recommend speaking to a tax advisor. Or, you can learn more about your VAT responsibilities on the government’s website.
\nBusiness addresses
\nIf you’re a sole trader, you can use your residential, PO box, or virtual business address as the correspondence address. If we only have your residential address on file, this address will appear on the receipt.
\nYou can contact us in the app at any time if you want to update your business correspondence address. As the business owner, you’re responsible for making sure this information is correct.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3831071892855407852,"question":"What happens to Tap to Pay if I close my Starling account?","answer":"If you close your Starling account, you’ll no longer be able to use Tap to Pay. But you’ll still be responsible for your past Tap to Pay sales – including any refunds or disputes. You can learn more about payment disputes here.
\nWhen your Starling account closes, we’ll send you a copy of your account transaction history. We’ll also send you your Tap to Pay history. This includes your past sales, income payments, the fees you paid and any refunds you made.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Feature management","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3827656481558513016,"question":"What happens to Tap to Pay if I change my phone?","answer":"If you change your phone, you need to download the Starling app again and confirm your identity to access your Starling account. Once you’ve done that, how you access Tap to Pay depends on your device type.
\nFor iPhone
\nYou’ll need to link your Apple ID when you next open Tap to Pay. This includes accepting Apple’s terms and conditions again.
\nFor Android
\nYou don’t need to do anything – just open Tap to Pay and continue to use it as normal.
\nYou can find more information about what device you need for Tap to Pay here.
\nWhenever you get a new device, it’s important to make sure you remove all of your apps and personal information from your old device before you stop using it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Feature management","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3825163751993394933,"question":"What happens to a chargeback if I’ve removed Tap to Pay, or my Starling account is closed?","answer":"You can still get a chargeback from one of your customers even after you’ve removed Tap to Pay from your account, or if your Starling account is closed.
\nIf this happens, we’ll contact you. We’ll explain what you can do to challenge the chargeback and the information you need to give us.
\nIf you don’t reply to us within 15 days, or if we don’t successfully challenge the chargeback, it’ll be automatically accepted, and we won’t be able to reverse it. We’ll contact you again to arrange how you’ll cover the chargeback payment.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3822084968154874027,"question":"What happens if I refund a customer on Tap to Pay who paid me using an international bank card?","answer":"If your customer paid you using an international bank card, they might get back less than the original amount they paid. This could be because of changes to the currency exchange rate, or if their bank charges any currency exchange fees.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3840321506057078396,"question":"What currencies can I accept with Tap to Pay?","answer":"You can accept Visa and Mastercard contactless card payments from UK or international banks, but all payments will be accepted and processed in British pounds. Your customers won’t be able to choose to make the payment in any other currency.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3834996737933133794,"question":"I need help with Tap to Pay. How do I speak to someone? ","answer":"We have 24/7 UK-based customer service teams, so you can speak to us anytime. To message us, go to the Help section of the app and select Talk to Starling. You can also email us at help@starlingbank.com.
\nOur specialist payment team is only available Monday to Friday, 9am to 5:30pm. To speak directly to them, call 020 7930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Feature management","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3843118513349411147,"question":"How will I know if I’m reaching a Tap to Pay limit? ","answer":"You’ll see a warning in the Tap to Pay section of the app if you try to enter a sale amount that will take you over a payment limit.
\nYou can see both your Tap to Pay limits and your payment link limits in the Starling app. To do this:
\nGo to the Payments section of the app.
\nSelect Tap to Pay on iPhone or Tap to Pay on Android – depending on your device.
\nTap See your payment limits.
\nYou can learn more about what a payment link is here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3848094794352706231,"question":"How is the money I make from Tap to Pay processed?","answer":"When you use Tap to Pay in the Starling app, our payment service provider Adyen will hold the money you take from your customers in a merchant account while it’s being processed.
\nThere can be delays to processing sales. This can happen if you take a sale after midnight, which is the processing cut-off time, or because of circumstances outside of our control such as technical problems.
\nOnce this money has been processed, we’ll add it to your Starling account the next working day. You can learn more about your income payments here.
\nUnlike the money in your Starling account, the money in your Adyen merchant account isn’t protected by the Financial Services Compensation Scheme (FSCS).
\nAs part of setting up Tap to Pay, you’ll have to read and agree to both our and Adyen’s terms and conditions. If you have an iPhone, you’ll also need to read and agree to Apple’s terms and conditions.
\nYou can learn more about who Adyen are here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3821215812631544855,"question":"How do refunds work for Tap to Pay sales?","answer":"When you use Tap to Pay in the Starling app, our payment service provider Adyen will hold the money you take from your customers in a merchant account while it’s being processed. You can learn more about who Adyen are here.
\nAdyen will process your sales and then send the money to your Starling account. The money for refunds comes from your processed sales that haven’t been paid into your Starling account yet.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3827741536258443563,"question":"How do I use Tap to Pay?","answer":"Go to the Payments section of the app, and then select Tap to Pay on iPhone or Tap to Pay on Android – depending on your device.
\nEnter the amount you want to charge your customer, and tap Charge.
\nAsk your customer to hold their card or mobile wallet over the contactless symbol on your phone screen.
\nWhen you see a tick on your device, the card read is complete, and the payment is being processed.
\nOnce it’s gone through, you’ll be able to view the payment in the Past sales tab.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3820360404930612585,"question":"How do I refund payments taken with Tap to Pay?","answer":"To refund for a payment:
\n1. Go to the Payments section of the app.
\n2. Select Tap to Pay on iPhone or Tap to Pay on Android – depending on your device.
\n3. Go to the Past sales tab and find the payment you want to refund.
\n4. Select Refund payment.
\n5. Enter the amount you want to refund. You can do a part or full refund. But you can’t refund more than the original amount.
\n6. Select Review, and then once you’ve double checked the amount tap Refund.
\nThings to bear in mind when doing a refund
\n● Refunds can take up to 7 working days to be processed.
\n● If the customer paid you using an international bank card, they might get back less than the original amount because of any changes to the currency exchange rates.
\n● We won't reimburse the 1.6% fee we took for the sale.
\nYou can learn more about how Tap to Pay refunds work here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3831916642711258242,"question":"How do I get a copy of my Tap to Pay sales history?","answer":"If you’d like a copy of your full Tap to Pay history, you’ll need to message us in the app to ask for one. The statement will include all your past sales and refunds, the fees you were charged, and the total money that was added to your Starling account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Feature management","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3847766939743505618,"question":"Do I need to be connected to wifi or mobile data to use Tap to Pay?","answer":"Yes, you need to be online to accept Tap to Pay payments.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3829236292301178735,"question":"Can I send receipts to my customers through Tap to Pay?","answer":"Yes, you can send receipts by generating a QR code that your customer can scan. You can also email the receipt directly to your customer, or send it to them in a messaging app such as WhatsApp.
\nIf you send the receipt to them by email or phone number, you’re responsible for collecting and storing your customer’s personal details securely.
\nYou can send your customer a receipt for both successful sales and sales that are declined. If your customer changes their mind and cancels the sale before it goes through, you won’t be able to send them a cancellation receipt.
\nTo share a receipt straight after a sale, just select Share receipt on the screen after the sale has gone through.
\nTo share a receipt of a past sale:
\nFind the payment in the Past sales tab.
\nSelect View receipt.
\nThen tap Share receipt.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3824559832988534591,"question":"Can I get more than one chargeback on the same Tap to Pay sale? ","answer":"Yes, you can get more than one chargeback on the same Tap to Pay sale if the customer disputes the payment multiple times. You might be charged extra fees each time a chargeback happens.
\nAt the moment, we’ll only manage your first response for any initial chargeback on a Tap to Pay sale.
\nIf your first response to any chargeback is unsuccessful, we won’t manage any further responses on the same chargeback claim. This means you’re responsible for any second chargebacks, as well as any fees or penalties for those chargebacks.
\nWe’ll let you know if we start supporting more than one response to a single chargeback on a Tap to Pay sale.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Refunds and chargebacks","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3843598790452399812,"question":"Can I change my Tap to Pay limits?","answer":"Right now, you can’t change your limits for Tap to Pay. But we’ll continue to review the limits, and we’ll let you know if they change.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Accepting payments","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3827214421380121450,"question":"Are there any accessibility options for my customers while using Tap to Pay?","answer":"For iPhone
\nWhen you’re on the PIN entry screen, tap Accessibility Options at the bottom of the screen to turn on the accessibility mode. When this is turned on, your device will read instructions for how to enter the PIN out loud.
\nYou can select Turn Off to stop this feature. The PIN entry screen will also time out after 5 minutes, and automatically turn off the accessibility options.
\nFor Android
\nThere are no specific accessibility options available in Tap to Pay itself. But there are a number of accessibility features available on Android devices that may be able to help your customers use Tap to Pay. You can find these in your device’s accessibility settings.
\nAccessibility support
\nYou can also get guidance on how to use your device’s accessibility settings in the Starling app. Go to your account menu in the top-right corner of the screen, select Settings and then select Customisation and accessibility.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Feature management","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3834782676131267038,"question":"A Tap to Pay sale was declined – what do I do next?","answer":"A customer’s payment can be declined for a few different reasons, such as:
\nyour device isn’t connected to wifi or mobile data
\nyour customer doesn’t have enough money in their account
\nyour customer didn’t hold their card or mobile wallet correctly over your mobile device
\nyour customer’s bank has a technical problem
\nwe’re having a technical problem
\nIf a payment declines, we recommend trying again. If the problem continues, you can ask your customer to pay you using a different card, or you can share a secure payment link or QR code. These options will be listed in the app when the payment is declined.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Tap to Pay","subcategory":"Feature management","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS","TAP_TO_PAY"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1808999059636504081,"question":"Why is the amount transferred from my ISA more than I expected?","answer":"If you transfer an ISA before any interest you’ve earned has been paid into it, that interest will usually be included in the transfer. This can make the transfer amount higher than expected.
\nSome ISA providers may pay the interest to you separately instead. You can ask your other provider how they’ll manage your interest.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":41,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1810525467281608283,"question":"Why is the amount transferred from my ISA less than I expected?","answer":"The amount you get from a transfer is sometimes lower because your other provider may take fees or an early-exit charge from the transfer amount.
\nWe don’t charge you for transfers, but your other provider might. For example, this can happen if your other cash ISA has a fixed term or notice period that hasn’t ended.
\nTo avoid any unexpected charges, it’s always best to check if your other provider charges any fees before you start a transfer.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1810028894093070057,"question":"What’s the difference between money from the current and previous tax years? ","answer":"Money from the current tax year
\nThis includes all money you’ve paid into your Cash ISA this tax year, plus any interest it’s earned. The tax year runs from 6 April to 5 April the following year.
\nMoney from previous tax years
\nThis includes all money you’ve paid into your Cash ISA in previous tax years.
\nTransferring your Cash ISA
\nIf you transfer money from the current tax year to or from Starling, you need to transfer all of it at once. You can't transfer just some of it.
\nIf you transfer money from previous tax years to Starling, you can choose to transfer some or all of it. If you’re transferring some money, we’ll ask you to enter the amount you want to transfer in your request.
\nSome ISA providers only let you transfer the full balance of a cash ISA. So if you only want to transfer some money, it’s best to check if your other provider can do this before you start a transfer.
\nTaking money out and adding it back to your Starling Cash ISA
\nThe Starling Cash ISA is flexible. This means you can take money out of your Starling Cash ISA and then put it back in it during the same tax year without it counting towards your annual ISA allowance again.
\nIf you're paying back money that was originally added during a previous tax year, it must go back to the same ISA you withdrew it from, and within the same tax year you withdrew it. Otherwise, it will count towards your annual ISA allowance again.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1803220375027599365,"question":"What types of ISA can I transfer?","answer":"You can only transfer a cash ISA you have with another provider into your Starling Cash ISA.
\nIf you’re transferring your Starling Cash ISA to another provider, you can transfer it to any ISA type, like a cash, stocks and shares, or innovative finance ISA. But first, you’ll need to check with your other provider that they accept ISA transfers from Starling.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":38,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1810931187279937932,"question":"What should I do if I don’t recognise an ISA transfer?","answer":"If you don’t recognise an ISA transfer on your Starling account, contact us as soon as possible and we’ll look into it.
\nThe quickest way to get in touch is through the app, but you can also call us on 020 7930 4450 or email help@starlingbank.com. We’re here 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1807433242430425701,"question":"What happens to the interest I’ve earned when I transfer my Cash ISA? ","answer":"If you’re transferring your Starling Cash ISA to another provider, you'll keep earning interest on any money you're transferring up until the point we send it to your other provider. The interest earned on that money will be included in the transfer.
\nIf you’re transferring a cash ISA into your Starling Cash ISA
\nYou can ask your other provider how they manage your interest, as it can vary between ISA providers.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1810837260935188269,"question":"What happens to my other cash ISA if I transfer all the money in it to my Starling Cash ISA?","answer":"If you transfer all the money in your other cash ISA to your Starling Cash ISA, your other provider may close your other ISA when the transfer is complete.
\nYou can check with your other provider if they’ll keep your ISA open or close it.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1804921449150762607,"question":"How long does an ISA transfer take?","answer":"If you’re transferring from one cash ISA to another, it can take up to 15 working days to complete.
\nIf you transfer your Starling Cash ISA to a different type of ISA, like an innovative finance or stocks and shares ISA, it can take up to 30 calendar days to complete.
\nIf a transfer to another provider is taking longer than expected, you’ll need to contact them for more information.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1796557484398694273,"question":"How do I transfer an ISA to Starling?","answer":"You can transfer a cash ISA you have with another provider into your Starling Cash ISA.
\nTo start a transfer in the Starling app:
\nGo to Spaces.
\nTap the Savings tab.
\nTap Cash ISA.
\nTap Manage.
\nTap Transfer Cash ISA.
\nTap Transfer a Cash ISA into Starling.
\nThings to know
\nYou'll need to have an open Cash ISA with us to start a transfer.
\nWe can only accept transfers from another cash ISA – not from other types of ISA, like a stocks and shares or Lifetime ISA.
\nWe accept cash ISA transfers from all providers that use pay.uk for transfers. If you’re not able to select your provider when you apply for a transfer, they may not be using pay.uk yet.
\nWhen you transfer an ISA, it won’t count towards your annual ISA allowance.
\nIf you’re transferring a cash ISA from another provider
\nYou can transfer all or some of the money in it to your Starling Cash ISA. If you want to transfer money from the current tax year, you must transfer all of it, not just some of it.
\nIf you're transferring your Starling Cash ISA to another provider
\nYou can only transfer all of the money in it, you can’t transfer just some of it.
\nFind out more about how to transfer your ISA.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1808172019302812436,"question":"Can I transfer multiple ISAs to Starling?","answer":"Yes, you can transfer multiple cash ISAs into your Starling Cash ISA.
\nIf you want to transfer some of the money in your cash ISA into your Starling Cash ISA
\nFor money you've paid in during the current tax year, you need to transfer all of it at once. You can't transfer just some of it.
\nFor money from previous tax years, you can choose to transfer some or all of it.
\nIf you’re transferring some money from previous tax years, we’ll ask you to enter the amount you want to transfer in your request.
\nSome ISA providers only let you transfer the full balance of your cash ISA. So if you only want to transfer some money, it’s best to check if your other provider can do this before you start a transfer.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1804047120319401590,"question":"Are there any fees or charges when transferring an ISA?","answer":"We won't charge you for transferring your Cash ISA, but your other provider might. For example, this can happen if you’re transferring an ISA that has a fixed term or notice period that hasn’t ended. Before you start a transfer, it’s always best to check with your other provider if any charges apply.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081381004772396645,"question":"Who can apply for a Starling Cash ISA?","answer":"To apply for a Cash ISA with us, you must:
\nAs we're a regulated bank, we'll also need to do some eligibility and fraud checks when you apply. We'll use the information held on your Starling personal account to do these checks.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":92,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081321770105324632,"question":"What is a Cash ISA?","answer":"A Cash ISA is a type of Individual Savings Account that allows you to save money in a tax-efficient way. This means the interest you earn on the money in your Cash ISA is tax-free.
\nOur Cash ISA is flexible. This means you can withdraw money and replace it in the same tax year without it counting towards your annual ISA allowance.
\nEvery tax year you can save up to £20,000 in ISAs. The tax year runs from 6 April to 5 April. This doesn't roll over, so if you don't use it, you'll lose the allowance.
\nYou can use your annual ISA allowance in just one account, or across multiple ISAs. You can find out more on https://www.gov.uk/individual-savings-accounts
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":88,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081239583249550235,"question":"How often can I add or withdraw money from my Cash ISA?","answer":"You can add or withdraw money from your Cash ISA whenever you like, using your Starling personal account.
\nYou can make as many deposits and withdrawals as you like up to your annual ISA allowance, and the money will move straight away.
\nIf you withdraw money from your Cash ISA, you can put it back in during the same tax year without it counting towards your annual ISA allowance. But if you don't put the money back into your Cash ISA, it won't earn tax-free interest.
\nYou can't withdraw money from your Cash ISA by cash or cheque. And you can't move money directly from your Cash ISA to another bank account with another provider.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":87,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8062728442742392611,"question":"What happens to my Cash ISA if I die?","answer":"When you die, your account will remain open as a Cash ISA at first. This means that any interest earned after you die won't be taxable, and the account will stay open until one of the following happens:
\nIf you have a spouse or civil partner, on your death they'll inherit an additional ISA allowance, called the 'additional permitted subscription' or APS allowance. The APS allowance is equivalent to the value of your ISA at either the date of death or the estate completion date. The APS allowance allows your spouse or civil partner to make additional contributions on top of their own ISA allowance for the tax year.
\nWe don't offer the administration for APS yet. So your spouse or civil partner won't be able to use their APS allowance with us – but we can transfer it for them.
\nTo start the transfer process, they'll need to contact the provider they want to transfer to. We don't currently accept APS allowances from ISAs held with other providers.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":86,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081261680864872423,"question":"How much of my annual ISA allowance do I have left?","answer":"You can check the allowance you have left with Starling in the current tax year in the app. This doesn't include the allowance you've used if you have multiple ISAs with other providers.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":85,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8062741069532384574,"question":"How does the interest I earn in my Cash ISA affect my Personal Savings Allowance?\n","answer":"The interest you earn on your Cash ISA doesn't affect your Personal Savings Allowance (PSA).
\nYour PSA is the total amount of tax-free interest you can earn each tax year across all your accounts, except ISAs, with any bank or building society. The tax year runs from 6 April to 5 April.
\nThe taxes you pay depend on your circumstances, and the rules could change in the future. You can find more information here
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":83,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081339371826921788,"question":"How do you calculate interest on my Cash ISA?","answer":"We calculate interest daily, based on your Cash ISA's balance at the end of each day. This includes any interest you've earned that hasn't been paid into your Cash ISA yet.
\nWe 'compound' interest daily, which means you'll earn interest on the interest you've already earned. We pay the interest into your Cash ISA on the first day of every month.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":82,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8062925983947179031,"question":"How do I find statements and documents for my Starling Cash ISA?","answer":"You can find statements and documents in the app by following these steps:
\nYou can also download your ISA declaration here.
\nIf you need a paper copy, you can download the statement in the Starling app and then print it off yourself.
\nIf you'd like your statements in another format, such as large print, braille or audio, please get in touch:
\nYou can close your Cash ISA whenever you like in the app.
\nIf there's money left in your Cash ISA when you close it, we'll move it all to your Starling personal account, along with any interest you've earned.
\nAny money that's moved when your Cash ISA closes will lose its tax-free status. To keep the tax benefits, before you close your Starling Cash ISA you'll need to complete an ISA transfer to another ISA provider.
\nIf you want to open a new Cash ISA with us in the future, you'll need to reapply and go through eligibility and fraud checks again. You won't be able to open another Starling Cash ISA in the same tax year, though.
\nIf you choose to close your Starling personal account, you'll need to close your Cash ISA first. To do this, see here.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":80,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081247872383733150,"question":"How do I apply for and manage a Starling Cash ISA?\n","answer":"You can open and manage your Cash ISA in the Starling app – just go to Spaces and tap 'Cash ISA.' You can't manage your Cash ISA through online banking at the moment.
\nThere's no minimum amount of money you need to keep in your Cash ISA. You can only have one Cash ISA open at a time with us. You can't open another Cash ISA with us in the same tax year after closing your Starling Cash ISA
\nIf you have an open account with us, you must
\nTo add or withdraw money from your Cash ISA:
\nFor now, you can only manage your Cash ISA in the app – you can't access it through online banking.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":78,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":443420834169506491,"question":"Can I use the Current Account Switch Service (CASS) to switch to another bank if I have a Starling Cash ISA?\n","answer":"You won't be able to switch to another bank while your Cash ISA is open.
\nIf you'd like to switch to another bank, you'll first need to either:
\nOnce you've done this, you'll be able to use the CASS to switch to another bank.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":77,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081304573302164375,"question":"Can I transfer my Starling Cash ISA to another provider?\n","answer":"Yes, you can transfer your Starling Cash ISA to another ISA provider. Transferring your ISA will mean that any money you've added to it will keep its tax-free status, and won't be counted again towards your annual ISA allowance.
\nHere are some important things to keep in mind:
\nYou can't open another Cash ISA with us in the same tax year after closing your Starling Cash ISA.
\nIf you want to open another Cash ISA in future, you'll need to reapply. This will mean going through eligibility and fraud checks again.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":75,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081189904054569893,"question":"Can I move my money from my Starling Cash ISA to another ISA? \n","answer":"You can't move your money to another ISA yourself without losing the tax-free benefit.
\nInstead of withdrawing and moving the money yourself, you can transfer your Starling Cash ISA to another ISA provider. This means you'll keep earning tax-free interest on any money in your Cash ISA, and your annual allowance won't be affected.
\nTo do this, you'll need to contact the other ISA provider and ask them to do the transfer for you.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":74,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8063077804802917223,"question":"Can I change my mind about transferring my Cash ISA?","answer":"If you're transferring your Starling Cash ISA to another provider
\nYou'll need to contact the provider you're transferring to. They may be able to cancel the transfer for you.
\nIf you're transferring another cash ISA into your Starling Cash ISA
\nYou'll be able to cancel the transfer in the Starling app:
\nIf it's too late to cancel a transfer into your Starling Cash ISA, you can wait for the transfer to complete and then either:
\nYou can't make any payments between your Cash ISA and other accounts, other than your Starling personal account.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":71,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8081367384807984693,"question":"Are there any Cash ISA payments you don’t accept?","answer":"There are some payments we don't accept:
\nYou can transfer a cash ISA you have with another provider into your Starling Cash ISA, as long as your other provider uses the Pay.UK transfer scheme. Or you can move your Starling Cash ISA to another provider at any time once you've opened it.
\nWhen you apply for a transfer in through the Starling app, you'll find a list of providers that are part of the scheme.
\nWe can only accept transfers from another cash ISA – not from other types of ISA, like a stocks and shares or Lifetime ISA.
\nYou can transfer some or all of the money from your cash ISA with another provider into your Starling Cash ISA. If you only want to transfer some money, you'll need to check if your other provider can do this before you start a transfer.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA","featured":false,"priority":69,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915800605378888898,"question":"What’s an overdraft cap?","answer":"An overdraft cap lets you control how much of your overdraft is available to you. It might be useful for managing your spending.
\nOnce you've set a cap, it will apply instantly. Any payments that would take you over the amount you've chosen will usually be declined.
\nTo set a cap, drag the slider to the left to reduce the amount. Drag it to the right to increase it again.
\nSetting a cap doesn't affect your overdraft limit. You can use the slider to adjust your cap - up to your limit - wherever you like.
","accountTypes":["INDIVIDUAL","BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915757237957840891,"question":"How was my overdraft rate calculated?","answer":"A range of factors are considered when we calculate what rate to offer you. This may include information from credit reference agencies, such as Experian, TransUnion and Equifax.
","accountTypes":["INDIVIDUAL","BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9102158687212555922,"question":"How do I find out what my arranged overdraft interest rate is?","answer":"You can see your arranged overdraft interest rate in the app, just tap on your agreed arranged overdraft amount on the main homepage screen.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9101951910832260024,"question":"Why do I pay interest on arranged overdrafts and not on my unarranged overdraft?","answer":"Your arranged overdraft is there if you need a short term safety net. You can manage the amount you need within your agreed overdraft limit in the app.
\nWe'll always try and stop payments that take you into an unarranged overdraft, but in the rare instances this happens, you won't pay any fees or interest.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9101611911715899266,"question":"What is a Spending Space?","answer":"A Spending Space is part of your business account, sole trader account or your linked euro account.
\nA Spending Space is often used by businesses when they want to keep money separate from their main balance for specific purposes, such as VAT, tax and future planned expenses.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Spaces","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9101027111682131020,"question":"How does the money in my Spending Spaces contribute to the arranged overdraft interest charged on my account?","answer":"We calculate arranged overdraft interest using your total account balance.
\nYour total account balance is the amount you have in your main balance plus the money in your Spending Spaces.
\nWe won't charge you interest when your total account balance is positive.
\nWe do not charge fees or interest when you use an unarranged overdraft.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Spaces","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9099990297198872774,"question":"When I add up the balances in each of my Spending Spaces, the total is higher than the total shown on the home screen and at the top of the Spaces tab. Why is this?","answer":"You'll have an archived Space that now has a negative balance. The total of your Spending Spaces includes negative balances in your archived Spaces.
\nYou can view your archived Spaces by opening the app, selecting 'Spaces', then 'Manage' then select 'Archived Spaces'.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Spaces","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9099477898468607539,"question":"Why do I have a negative balance in my Spending Space?","answer":"You may have a negative balance if you made a purchase with a virtual debit card and there wasn't enough money in your Spending Space when the transaction was processed.
\nFor example if you used a virtual debit card for public transport, there may have been enough money in your Space at the time you used the transport. However when the transaction was received by us later on, there wasn't enough money. We have to take the money from your Space, which means you end up with a negative balance.
\nYour total account balance is the amount in your main balance plus the money in all your Spending Spaces – including any negative balances. If your total account balance is positive, we won't charge you interest.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Spaces","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":9032609519520137706,"question":"If I have a negative balance in a Spending Space, do I pay overdraft interest?","answer":"If you have an arranged overdraft
\nWe calculate arranged overdraft interest using your total account balance. Your total account balance is the amount in your main balance plus any money (including negative balances) in your Spending Spaces.
\nIf your Spending Space has a negative balance but your total account balance has a positive balance, you won't be charged interest.
\nIf you're using an unarranged overdraft
\nWe don't charge fees or interest for using an unarranged overdraft.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915850723706357743,"question":"Why do I pay interest on arranged overdrafts and not on my unarranged overdraft?","answer":"Your arranged overdraft is there if you need a short term safety net. You can manage the amount you need within your agreed overdraft limit in the app.
\nWe'll always try and stop payments that take you into an unarranged overdraft, but in the rare instances this happens, you won't pay any fees or interest.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":688745091170256071,"question":"What do the different debit card exchange rates mean?","answer":"When you use our currency exchange calculator in the app or on our website, you’ll see a few different rates for spending on your card. Here’s what they mean.
\nMastercard exchange rate
\nSet by Mastercard to convert money from one currency to another.
\nUpdated every day and valid for 24 hours.
\nThe Mastercard rate changes every day. So there’s a small chance you could be charged a different rate. This only happens if there’s a delay in processing your payment.
\nWe don’t charge you any fees for spending abroad, and we always pass the Mastercard exchange rate directly to you.
\nIf you choose to pay in the local currency – for example, euros or dollars – you’ll be charged the Mastercard exchange rate. But if you choose to pay in British pounds, you might have to pay extra fees charged by the local business. This also applies to cash machine withdrawals.
\nEuropean Central Bank (ECB) rate
\nThe exchange rate for European currencies against the euro.
\nUpdated every working day at 4pm Central European Time, which is 3pm UK time.
\nThe ECB rate helps you compare different exchange rates offered by different banks and financial institutions. We’re required to show you this rate so that you can make an informed decision when spending money abroad.
\nComparing rates
\nTo make it easier for you to compare these rates, we show you the difference between our conversion, the Mastercard rate and the ECB rate.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":22,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":688742265771805150,"question":"What do the different debit card exchange rates mean?","answer":"When you use our currency exchange calculator in the app or on our website, you’ll see a few different rates for spending on your card. Here’s what they mean.
\nMastercard exchange rate
\nSet by Mastercard to convert money from one currency to another.
\nUpdated every day and valid for 24 hours.
\nThe Mastercard rate changes every day. So there’s a small chance you could be charged a different rate. This only happens if there’s a delay in processing your payment.
\nWe don’t charge you any fees for spending abroad, and we always pass the Mastercard exchange rate directly to you.
\nIf you choose to pay in the local currency – for example, euros or dollars – you’ll be charged the Mastercard exchange rate. But if you choose to pay in British pounds, you might have to pay extra fees charged by the local business. This also applies to cash machine withdrawals.
\nEuropean Central Bank (ECB) rate
\nThe exchange rate for European currencies against the euro.
\nUpdated every working day at 4pm Central European Time, which is 3pm UK time.
\nThe ECB rate helps you compare different exchange rates offered by different banks and financial institutions. We’re required to show you this rate so that you can make an informed decision when spending money abroad.
\nComparing rates
\nTo make it easier for you to compare these rates, we show you the difference between our conversion, the Mastercard rate and the ECB rate.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":23,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":688505878313978433,"question":"What do the different debit card exchange rates mean?","answer":"When you use our currency exchange calculator in the app or on our website, you’ll see a few different rates for spending on your card. Here’s what they mean.
\nMastercard exchange rate
\nSet by Mastercard to convert money from one currency to another.
\nUpdated every day and valid for 24 hours.
\nThe Mastercard rate changes every day. So there’s a small chance you could be charged a different rate. This only happens if there’s a delay in processing your payment.
\nWe don’t charge you any fees for spending abroad, and we always pass the Mastercard exchange rate directly to you.
\nIf you choose to pay in the local currency – for example, euros or dollars – you’ll be charged the Mastercard exchange rate. But if you choose to pay in British pounds, you might have to pay extra fees charged by the local business. This also applies to cash machine withdrawals.
\nEuropean Central Bank (ECB) rate
\nThe exchange rate for European currencies against the euro.
\nUpdated every working day at 4pm Central European Time, which is 3pm UK time.
\nThe ECB rate helps you compare different exchange rates offered by different banks and financial institutions. We’re required to show you this rate so that you can make an informed decision when spending money abroad.
\nComparing rates
\nTo make it easier for you to compare these rates, we show you the difference between our conversion, the Mastercard rate and the ECB rate.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":26,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2698971613609872581,"question":"What do I need to do when Toolkit closes in March 2026?","answer":"We’re removing Toolkit on 16 March 2026. You'll have access to Toolkit until this date. You can download your Toolkit data and documents anytime in online banking, or by contacting our customer service team to request it. If you decide to use our new accounting and tax tool, your transactions and invoices will automatically be moved over from Toolkit.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2698690990684587542,"question":"What is happening to Bills to Pay when toolkit is closed?","answer":"Bills to Pay won’t be available to start with in the new accounting and tax tool, but we intend to reintroduce this feature in the future. In the meantime, you can continue to use our Bills Manager feature to schedule upcoming bill payments.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2696547045009936014,"question":"Which features will be available to me in the new tool?","answer":"Feature | \nDescription | \nToolkit | \nNew (free subscription) | \nNew (paid subscription)** | \n
All users | \n\n | |||
Invoicing | \nCreate, send and track invoices | \n✅ | \n✅ | \n✅ | \n
Bills to Pay | \nUpload supplier invoices (bills); schedule payments | \n✅ | \n✅* | \n✅* | \n
Bookkeeping | \nCategorise and search for accounting entries and transactions | \n✅ | \n✅ | \n✅ | \n
Bulk bookkeeping actions | \nCategorise multiple accounting entries and transactions in one click | \n❌ | \n✅ | \n✅ | \n
Transaction rules | \nSet rules that automatically categorise transactions that repeat in the future | \n❌ | \n✅ | \n✅ | \n
Add manual transactions | \nCreate an accounting entry for transactions that occur outside the bank account (like cash transactions) | \n✅ | \n✅ | \n✅ | \n
To-do list | \nItemised to-do list of actions you need to take to manage your accounting tasks | \n✅ | \n✅ | \n✅ | \n
Timeline of tax deadlines | \nTax deadline dates displayed in your to-do list to make sure you don’t miss a filing deadline | \n\n | ✅ | \n✅ | \n
MTD VAT filing | \nFile your VAT return directly to HMRC (MTD-compliant) | \n✅ | \n❌ | \n✅ | \n
P&L report | \nCreate a Profit and Loss report for your business | \n❌ | \n✅ | \n✅ | \n
Money owed to business / money business owes report | \nPrepare reports showing the money owed to your business and the money your business owes, allowing you to understand your financial position | \n❌ | \n✅ | \n✅ | \n
Sole Traders only | \n\n | |||
Self-assessment estimation | \nObtain an estimate of the tax liability for the self-employment part of your self-assessment tax return | \n✅ | \n✅ | \n✅ | \n
MTD IT quarterly filing | \nFile quarterly updates for income tax directly to HMRC (MTD-compliant) | \n❌ | \n✅ | \n✅ | \n
MTD IT end-of-year declaration | \nFile the end-of-year declaration for income tax directly to HMRC (MTD-compliant) | \n❌ | \n✅ | \n✅ | \n
Limited Companies only | \n\n | |||
Balance sheet | \nPrepare a balance sheet for your business | \n❌ | \n✅ | \n✅ | \n
Corporation Tax estimate | \nObtain a real-time estimate of your business’ end-of-year Corporation Tax amount | \n❌ | \n✅ | \n✅ | \n
Dividends available report | \nPrepare a report showing the available dividends at any time, letting you know exactly how much you can take out of your business | \n❌ | \n✅ | \n✅ | \n
Manual journal accounting entry | \nCreate a manual journal entry (debit and credit), so you can adjust your accounting entries as needed | \n❌ | \n✅ | \n✅ | \n
*Bills to Pay won’t be available to start with in the new accounting and tax tool, but we will be bringing this feature back in the future. \n**additional features coming this year - added to your plan at no extra cost | \n
After 16 March 2026, you will not have access to Toolkit and will be unable to submit VAT returns to HMRC through Toolkit. If you sign-up to our new accounting and tax tool, you will be able to submit your VAT returns directly to HMRC using the new tool.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2695332617489107460,"question":"Will you be supporting Making Tax Digital (MTD) and when?","answer":"Yes, the new tool will continue to support Making Tax Digital (MTD) for VAT, and will also support MTD for Income Tax when it comes into effect from 6 April 2026. You can find more details about MTD for Income Tax in our business guide.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2694155018059071584,"question":"What will happen to my Toolkit data once Toolkit is removed?","answer":"You can download your Toolkit data and documents anytime in online banking, or by contacting our customer service team to request it. If you decide to use our new accounting and tax tool, your transactions and invoices will automatically be moved over from Toolkit.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2688874936952964150,"question":"Why are you making this change to Toolkit?","answer":"We are replacing Toolkit with a new HMRC-recognised Making Tax Digital (MTD) tool offering a wider range of accounting, tax and bookkeeping features. Our new tool is recognised by HMRC as compatible software for MTD for Income Tax and MTD for VAT, so you can file directly from your Starling account to HMRC.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2687306671766260254,"question":"If I cancel my Toolkit subscription, can I sign up again?","answer":"No, if you cancel your subscription on after 15 December 2025, you won't be able to resubscribe to Toolkit.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2687248693328495319,"question":"Will there be a gap between removing Toolkit and launching the new tool?","answer":"All subscribers will continue to have access to Toolkit until the new accounting and tax tool is available in March. There will be no gap between the removal of Toolkit and launching the new tool – this will happen on the same day.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2685572339205228114,"question":"Can existing subscribers keep using Toolkit?","answer":"Yes, if you’re already a subscriber, you can keep using Toolkit until 16 March 2026. We’ll be removing Toolkit and replacing it with a new and improved accounting and tax tool to help you manage your business’s finances. The new HMRC-recognised Making Tax Digital (MTD) tool will have a wider range of accounting, tax and bookkeeping features. You'll have access to Toolkit until 16 March 2026.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2684251934991470240,"question":"When will you stop accepting new Toolkit subscriptions?","answer":"We stopped accepting new Toolkit subscriptions on the 15th December 2025.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"The Business Toolkit","subcategory":"Withdrawal of Business Toolkit","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915876790742302879,"question":"Can I change my Settle Up link?","answer":"We can’t change your Settle Up link.
\nIf you no longer want to use it, you can turn this off in the app by following these steps:
\n1) Go to the Home Screen of the app
\n2) Select Payments on the bottom row
\n3) Select Request money
\n4) Tap the settings icon in the top right
\n5) Toggle Turn off Settle up link
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":77,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915645885988357032,"question":"Can I change my Settle Up link?","answer":"We can’t change your Settle Up link.
\nIf you no longer want to use it, you can turn this off in the app by following these steps:
\n1) Go to the Home Screen of the app
\n2) Select Payments on the bottom row
\n3) Select Request money
\n4) Tap the settings icon in the top right
\n5) Toggle Turn off Settle up link
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":50,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915813229163988588,"question":"What is the application process if a limited company has more than one Person of Significant Control (PSCs)?","answer":"Anyone involved in the company that is a Person with Significant Control (PSC) and a director on Companies House can apply for an account on behalf of the business.
\nAs part of the application, they’ll need to invite the other PSCs of the company to the application,which means providing their mobile phone number and unique email address. The applicant will need to make sure they have permission to share the details with us. We’ll then contact them to join the application and confirm their personal details.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":27,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915815045312171858,"question":"For a limited company, who can start the application?","answer":"You’ll need to be both: a Person with Significant Control (PSC) and a director listed on Companies House to apply.
\nIf your name isn't listed in-app, you're most likely not listed as a PSC/director with Companies House.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915814294656273784,"question":"How do I download my Statement of Fees?","answer":"You can download Fee statements from the app.
\nTo get one:
\nYou can download Fee statements from the app.
\nTo get one:
\nFor the best support, visit the official current account switch service FAQs Here you'll find all the common questions and answers for the switching process.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Switching accounts","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915683922588027092,"question":"I need help switching","answer":"For the best support, visit the official current account switch service FAQs Here you'll find all the common questions and answers for the switching process.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Switching accounts","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915599831905420445,"question":"I need help switching","answer":"For the best support, visit the official current account switch service FAQs Here you'll find all the common questions and answers for the switching process.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Switching accounts","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5605588056021485636,"question":"What happens to my scheduled bulk payment when I cancel my subscription?","answer":"Bulk payments that you’ve already scheduled will stay active unless you cancel them. You can read how to cancel a scheduled bulk payment here.
\nIf your bulk payment fails after your subscription ends, you won’t be able to create a new one unless you subscribe again.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Scheduled Bulk Payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5605436170311779830,"question":"Can I cancel or change a scheduled bulk payment?","answer":"You can cancel your bulk payment any time up until midnight before the scheduled date.
\nOnce we’ve started processing the payment, you can no longer cancel it.
\nYou can’t change a scheduled bulk payment once you’ve created it. You’ll need to cancel it and create a new one.
\nTo cancel a scheduled bulk payment:
\n1. Log in to online banking.
\n2. Go to Payments, then select the Bulk Payments tab.
\n3. Select your scheduled bulk payment to view it.
\n4. Click the Delete button to cancel the bulk payment.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Scheduled Bulk Payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5603276948126842974,"question":"How quickly will my scheduled bulk payment reach the recipients?","answer":"The payment will usually arrive in a recipient’s account instantly, or within a couple of minutes after processing starts on the scheduled date.
\nIt can sometimes take between 2 and 24 hours for a payment to reach the recipient’s account.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Scheduled Bulk Payments","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5597531218115315020,"question":"When will you process my scheduled bulk payment?","answer":"We'll start processing your scheduled bulk payment soon after midnight on the scheduled date.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Scheduled Bulk Payments","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915733943434496680,"question":"How do I make bulk payments?","answer":"Step 1: Login to online banking and go to the Payment tab and then the bulk payments tab. Click the 'New bulk payment' button in the top right hand corner of the screen.
\nStep 2: Name your bulk payment – for example, 'November payroll'. Select a category for payroll, for example, 'Staff'. If you want to schedule your bulk payment in advance, you have the option to choose a date.
\nStep 3: Download your template file from the two options:
\nYou can add new payee details to either file type and once the bulk payment is authorised, they will be set up as payees on your account.
\nStep 4: Please input payees’ details into the template file and remember that it is 1 payment per row and your columns must remain in the same order. Once the file is ready, save the file in one of the accepted formats (.csv, .ods, or .xlsx.) and upload it on the bulk payments feature.
\nStep 5: Review your payment file and check for any errors (highlighted in light red), duplicates (highlighted in purple) or payees who are unpayable (highlighted in dark red). You will not be able to proceed if you have any errors or payees who are unpayable so you must address these by correctly editing the payment file and re-uploading it. If you are unsure why there is an error you will be able to hover over the (?) for more information. You can proceed if there are duplicates but please check that these payments are intended before proceeding.
\nStep 6: Once you’re happy with the uploaded payment details, you can either 'Save as draft' and come back to it later or you can 'Authorise bulk payment'. To authorise it, you will need your mobile as you will be sent a notification from the Starling app. Please follow and complete the on screen instructions. Once bulk payment will be authorised and your payments will be sent.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915721231069760548,"question":"Can I schedule a bulk payment for a future date?","answer":"Yes – you can schedule it for any date up to the end of the next calendar month.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915837363730991674,"question":"Will I receive a receipt for my international payment?","answer":"We do not provide pacs.008 (formerly an MT103) confirmations in the app. If you need this for a payment made via SWIFT please contact customer service.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":45,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915872897164529220,"question":"Will I receive a receipt for my international payment?","answer":"We do not provide pacs.008 (formerly an MT103) confirmations in the app. If you need this for a payment made via SWIFT please contact customer service.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":49,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915741474026835230,"question":"Will I receive a receipt for my international payment?","answer":"We do not provide pacs.008 (formerly an MT103) confirmations in the app. If you need this for a payment made via SWIFT please contact customer service.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":58,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6949862852809871314,"question":"Does Scam Intelligence pick up every scam indicator?","answer":"Scam Intelligence is designed to identify common scam indicators. The nature of scams is constantly evolving, and sometimes new or highly sophisticated scams may not be immediately recognised. The tool gives you guidance, but we can’t guarantee that all scams will be identified. Because the tool works by identifying common features of scam purchases, a genuine payment could be flagged if it shares any of those features. You'll always have the choice to continue with your payment, or you can get in touch with us for guidance.
\nThe analysis is based on the information in the image. If you think the analysis is incorrect, or if you have concerns about a transaction, please contact our customer support team for guidance.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6949505527106323178,"question":"If I share screenshots for scam intelligence, how long will you store my data for?\n","answer":"If we don’t find any scam identifiers in the image, we’ll usually store the image you upload for a maximum of 6 months. But if we do find any scam identifiers, we’ll need to hold onto the image for longer.
\nTo help us improve the tool, we may also store a small subset of images for up to 2 years.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6949046675830951818,"question":"What data do you share with AI to make Scam Intelligence work?\n","answer":"When you use Scam Intelligence, we temporarily share the image or screenshot you upload with Gemini – Google’s AI model. We’ll only use the information you submit to analyse your purchase, and to improve how this tool works. The AI only has access to the images you upload for a very short period, and we do not share anything else with it –including your banking information. The images pass through the tool and are not stored in there. Your personal and financial data is always securely stored by us.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6948740146748999790,"question":"If I use the Scam Intelligence tool and still get scammed, will I be reimbursed?","answer":"If you are a victim of an Authorised Push Payment (APP) scam, we will assess your case in line with the UK's mandatory reimbursement rules. Our investigation of your case won’t be affected by whether or not you use the tool. While our Scam Intelligence tool is designed to help protect you, it’s still your responsibility to take care when making a payment.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6948219652523836261,"question":"What sort of image should I upload to Scam Intelligence?","answer":"Scam Intelligence is designed to add an extra layer of protection when you're browsing online marketplaces or chatting with a seller about a purchase. If something in a message or listing feels off, or you’re just unsure, upload a screenshot or image of the part you’re unsure about so the tool can analyse it.
\nTo help us help you best, please only include the relevant parts of the conversation or listing. There's no need to share any personal details about yourself or others, like age, gender, or sexual orientation. We just need the bits that are causing you concern or that you’re unsure about.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6948075320482614088,"question":"Why have you launched Scam Intelligence?","answer":"We built Scam Intelligence to help you avoid purchase scams. This is when a criminal sells something that doesn’t exist or isn’t genuine, often on social media or online marketplaces. By identifying the common signs of a scam, this tool gives you an extra layer of protection against scammers looking to steal your money.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6947943713767640184,"question":"How does Scam Intelligence work? ","answer":"Scam Intelligence helps you check that purchases on online marketplaces are genuine. First, you upload a photo or screenshot of a marketplace listing or conversation. Then, our AI, powered by Google’s Gemini, will analyse these images for common scam signs – such as prices that seem too good to be true or unusual requests. You'll then receive specific warnings and advice tailored to your potential purchase, so you can make a more informed decision.
\nThe tool is designed to give you guidance, but we can’t guarantee it will detect all scams.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scam intelligence","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS","SCAM_INTELLIGENCE_RESULTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915621526805433012,"question":"How do I make an international payment?","answer":"You can send money in local currency to over 30 countries, right from the Starling app.
\nBefore you send an international payment in the app, we'll always show you:
\nYou can make international payments any time, but we can only process them from 2am on Monday to 10pm on Friday.
\nYour international payment will be processed the next working day if you make it on:
\nYou can see the full list of countries we don't allow payments to or from here.
\nAnd you can find the countries you can send money to on our currency fees page.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":48,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5925984833081198652,"question":"How do I open a teen euro account?","answer":"We don’t currently offer teen euro accounts, but we plan to make them available again in the future.
","accountTypes":["INDIVIDUAL"],"category":"Euro accounts","subcategory":"Features","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915787153557702264,"question":"How does the ‘EUR Card Spending’ toggle work?","answer":"You can make card payments from your Starling euro account using the same debit card you have for your personal account. To do this, you’ll need to link your card to your euro account in the Starling app first:
\nMake sure you’re in your euro account.
Go to Cards.
Tap Link card to Euro account.
If you don’t see this option, it means you’ve already linked your card to your euro account, so the ‘EUR Card Spending’ toggle will be switched on.
\nWhen the ‘EUR Card Spending’ toggle is switched on, all card payments in euros will come from that account. Payments in other currencies will still come from your personal account.
\nIf you switch off the ‘EUR Card Spending’ toggle
\nCard payments in euros and other currencies will come from your personal account.
\nTo switch off the ‘EUR Card Spending’ toggle:
\nOpen the Starling app and make sure you’re in your euro account.
Go to Cards.
Tap Card and currency controls.
Switch off the EUR Card Spending toggle.
","accountTypes":["INDIVIDUAL"],"category":"Euro accounts","subcategory":"Features","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS","EURO_CARD"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915824173610977672,"question":"How do I close my euro account?","answer":"We're sorry you want to close your euro account. Is there something wrong or that we could do better? If so, please message us in the Starling app and we'll look into it.
\nIf you'd still like to close the account, and you don’t have any money in it:
\nOpen the app.
Tap your account menu in the top-right corner of the home screen.
Tap Starling subscriptions.
Select your euro account.
Tap Close account.
Follow the next steps to close the account.
If there's still money in your euro account, you'll need to transfer this out before you can close it in the app, or you can get in touch with us to ask us to close your account.
","accountTypes":["INDIVIDUAL"],"category":"Euro accounts","subcategory":"Features","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915752254598759522,"question":"Is the 0.4% Currency Conversion Fee for any amount I transfer?","answer":"If you move money between your Starling euro account and another account you have with us, you’ll pay a 0.4% conversion fee on the money you move.
\nThe conversion fee is always 0.4%, no matter how much money you move or which currency you’re converting.
","accountTypes":["INDIVIDUAL"],"category":"Euro accounts","subcategory":"Currency Conversion","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915781983099046251,"question":"How do I close my additional GBP current account?","answer":"We're sorry you want to close your additional GBP account. Is there something wrong or that we could do better? If so, please send us a message and we'll look into this further.
\nIf there's still money in the account, you'll need to transfer this out before you can close it.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Setting up an account","subcategory":"Additional GBP joint current account","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915669876623821848,"question":"How do I sign up for a business current account or sole trader account?","answer":"Setting up an account is simple, find out how below.
\nWhat do I need to open a business current account?
\nHow do I get the Starling Bank app?
\nPlease download our app and follow the instructions. Alternatively, provide your phone number here and we will text you a link.
\nAm I eligible for a business current account?
\nAm I eligible for a sole trader account?
\nSole trader accounts are subject to eligibility checks, which include looking at credit data and understanding the nature of your business.
\nBoth our business current accounts and our sole trader accounts are subject to eligibility criteria. Please read our Terms and Conditions to check our key eligibility criteria. We are unable to confirm if you will be eligible until you apply for the account.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915724458939271642,"question":"I don’t recognise the company name on a card payment?","answer":"Companies can appear under different trading names, so it can be difficult to recognise a payment straight away when it appears on your statement.
\nIf you can't find the company in this list, it's worth searching for the company online to see if you recognise anything.
\nIf you don't see your payment listed below, follow the steps on this page:
\nWhat should I do if I don't recognise a card payment?
\n118118 Beauty - A beauty club subscription service providing discounts on treatments
\n121money.com - Online credit broker providing community and membership programmes
\n247Moneybox - Providers of short term (payday) loans with a registered name of Active
\nA2Z Loans - A credit broker that charges a fee for its services
\nAD.Bone-Fish.Com An online dating service
\nADMIRAL.COM - A car insurance provider
\nAdrian Flux Insurance- Motor & home insurance specialist
\nagelessapothecary.com - A beauty and supplements subscription service
\nAlcudaBill - A billing service used by a number of online dating sites
\nAll About Prizes - Members sign up to be entered into online competitions
\nAllpay - Offer online payment solutions for a variety of public and private sector organisations, including various councils and housing associations
\nAmazon Digital SVCS - A digital download from Amazon
\nAmazon Prime - An annual subscription service offered by Amazon (often presented as means for discounted delivery during checkout)
\nArcadia Group - Group name of the large British retailer with brand trading names including; Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, BHS, TopMan/TopShop and Wallis
\nARCHIVES.COM - An online subscription service for tracing family histories
\nAriste Holding Ltd - An online lender providing cash advances for short-term money needs
\nAsk Ziinga - An auction website
\nASOS.COM - Online fashion retailer. May also appear on your statement as ASOS, ASOS.COM, Paypal*ASOS and ASOS.com (GBP)
\nATLASCHOICE.COM - A car rental comparison site. Company ceased trading in January 2017
\nAudible.co.uk - An audiobook subscription service owned by Amazon
\nAVG Internet Security - An anti-virus and internet safety software product
\nB365 Internet - A betting company trading as 'BET 365'
\nBadoo - An online dating service that charges for premium features
\nBetfair - An online betting company
\nBetfred - A betting company
\nBFL (Paysafe) - A lottery syndicate trading as 'Big Fat Lotto'
\nBig Savings Club - Offers online discounts, vouchers etc to signed-up members
\nbilablau.com - An online department store
\nCapita - A payment service used by a number of public and private sector organisations, including for TV licenses
\nCash 4 U Now - Providers of short term loans
\nCash Locator - An online credit broker that charges a fee for finding loans
\nCassava - An online betting and gaming website
\nCastle Finance Direct - An online credit broker that charges a fee for finding loans
\nCDKEYS.COM - Online Store that sells digital codes used for popular gaming platforms. Payments may also appear as PAYPAL CDKEYS.COMCHB
\nCheckmyfile.com - The UK's only multi agency credit report subscription service
\nChequeless - Providers of short term loans via The Money Shop
\nCI Ltd - A betting company trading as 'Coral'
\nCompletesave.co.uk - Abbreviation of Complete Savings UK, an online savings programme for those who regularly shop online
\nCredit Angel - Membership service to your credit report and credit score
\nCredit Cleaner - An online service for accessing your credit report
\nCredit Confidential - Online service, provided by Adaptive Affinity, that gives you access to your credit report and credit score
\nCredit Expert - Membership service to Experian credit report and credit score
\nCredit Reports Matter - An online service for accessing your credit report
\nCREDIT-DESK.CO.UK - Membership service to your credit report and credit score
\nCreditconfidential.com - An online service for accessing your credit report
\nCREDITHUB - Name that may show on your statement for loan broker website www.loanmarketing.co.uk.
\nCreditPerfect - An online service for accessing your credit report
\nCreditreport.co.uk - Detailed single agency credit report subscription service
\nDISCOUNT-GOLD.CO.UK - Gives members access to discounts
\nDomestic & General - Providers of protection and break down plans for domestic appliances, boilers and electronic products
\nDominos Pizza - Fast Food chain. May appear as 'Dominos Pizza', 'Dominos Pizza UK & IR', 'Dominos Pizza UK & IRE' on statement
\nECOMMWEBHOST.COM - A website creation and hosting company
\nEE - Telecommunications company for EE, Orange and T-Mobile brands
\nEnd Clothing - Fashion retailer specialising in Mens clothing
\nEpoch.com - A billing service used by a number of online dating and adult entertainment websites
\nEquifax - Credit reference agency, providing access to credit report and score
\nExpedia - An online travel booking company that owns several international travel brands including Hotels.com, Trivago, Hotwire, Egencia, Venere,Travelocity, Orbitz and HomeAway
\nExperian - An online service for accessing your credit report
\nG I Ltd - Betting shop, bingo and casino operator, with brands including Coral and Gala
\nBingo - GB Discounts. An online discount membership scheme
\nGiffgaff.Com - A mobile phone network (owned by 02)
\nGlobal Personals - An online dating service which owns several brands
\nRepublic' and 'Singles 365' - An online dating service
\nGoCardless - Processes Direct Debits on behalf of other companies. Visit their site to look up a payment if you see GoCardless on your statement
\nGoldex Inv - Costa Coffee franchise, with shops in Kent, Surrey, Essex and Sussex
\nGOOGLE PLAY - A digital download from the Google Play store
\nGrattan - An online retailer of fashion, home and garden products
\nH&M - Group term for brands like COS, &Other Stories, Weekday, Monkey
\nHaven Holidays - A family holiday park operator
\nHertz Ltd - A car and van hire company
\nHome Bargains - Discount retailer owned by TJ Morris
\nHome Retail Group - Retailer with brands including Argos and Homebase
\nHomeLet - UK's largest tenant referencing and specialist lettings insurance company
\nHOMESERVE MEMBERSHIP - A home emergency cover provider
\nHutchison 3G UK - Group name of Three Mobile
\nID Guard - ID Guard collects payment payment history from accounts registered and reports on suspicious payments/patterns.
\nID3 Global - On-boarding identify checking service, a nominal amount will pend on account for up to 4 working days and then drop off. ID3 Global works in partnership with NatWest
\nIdeal Shopping Direct - An online shopping channel
\nIncome Extra - Subscription service to help you earn extra income online
\nIndesit.co.uk - Supplier of home appliances and white goods
\nItunes - Apple - iTunes Online digital Store owned by Apple for digital content including apps, games, music & film. They may appear on your statement as: ITUNES.COM/BILL
\nJD SPORTS - Sport fashion company selling clothing and equipment. Can also appear on your statement as JD SPORTS INTERNET
\nJuice Plus - A dietary supplements company
\nJust Eat - An online food order and delivery service which acts as an intermediary between take-out food outlets and customers
\nJUSTFAB LTD - Fashion website with paid membership
\nKingfisher - Group name for leading home improvement retailer for brands such as B&Q, Screwfix
\nKnowhow - Technology support offered by Currys and PC World
\nLAITHWAITES WINE - A subscription service for wine deliveries
\nLBK - Ladbrokes, the bookmakers
\nLending Stream - An online lender
\nLeOr Skincare - A beauty product subscription service
\nLet's Go Rewards - Online membership programme that offers savings on cinemas, restaurants, concerts, shows and travel
\nLittlewoods - Online catalogue retailer
\nLive Career - Providers of online support for building CVs and letters
\nLoan Marketing - A credit broker that charges a fee for its services
\nLoan Rocket - A credit broker that charges a fee for its services
\nLoan Spotter - A credit broker that charges a fee for its services
\nLOVEFiLM By Post - A DVD rental service owned by Amazon
\nLowcostholidays - A holiday company which has ceased trading
\nLowell Group - Debt recovery service predominantly for businesses
\nMadBid.Com - An online auction site
\nMANGOMONEY.CO.UK - Membership allows you to check your personalised financial footprint report
\nMatch.com - An online dating service
\nMBNA - A credit card provider
\nMcAfee - Anti-virus and internet safety software
\nMCAFEE INTEL SECURITY - A virus and internet security protection product
\nMICROSOFT OFFICE - A suite of applications, servers and services developed by Microsoft including Microsoft Word, Microsoft Excel and Microsoft PowerPoint
\nMICROSOFT XBOXLIVE - Subscription service to access Xbox Live Gold to play games online (paid monthly, quarterly or annually)
\nMIGHTY DEALS - A website providing regular discounts on various products and services
\nMobile Finder - Online mobile phone broker that charges a one-off processing fee for securing you a phone contract
\nMoneyPlus Group - Purchased Clear View Finance in 2014, one of the UK's largest debt solutions companies
\nMr Lender - Trading name of PDL Finance Limited, an online short-term lender
\nMy Credit Tracker - Providers of credit support services for a monthly fee
\nNakedwines.com - A subscription service for wine deliveries
\nNetflix - Streaming provider of online movies and TV shows
\nNew Day - Providers of credit and store cards for a number of UK retailers; Harvey Nichols, House of Fraser, Laura Ashley, Topshop/Topman, Wallis, Burton, Dorothy Perkins, Evans, Debenhams, Miss Selfridge and Outfitter
\nNorton - Anti-virus and security software distributed by Symantec Corporation
\nNOWTV.CO - An online subscription service for streaming TV programmes and films
\nNutrajump - Online retailer of health and beauty products
\nNW Card Services - NatWest (Credit Card)
\nNWBS - Nationwide Building Society
\nO2 - Telecommunications company, can appear on statement as TELEFONICA UK LTD, O2 UK PAY & GO, 02 ONLINE, O2 PREPAY TOP-UP, O2 IVR, & O2 MBB
\nOAKAM LIMITED - Providers of financial services products
\nOUTDOOR EXPERIENCE TEI - An outdoor clothing and equipment retailer
\nPaddy Power - Online betting website
\nPayday Express - Trading name of Instant Cash Limited. Providers of short term loan requirements.
\nPayday UK - Providers of short term (pay day) loans with trading name of Instant Cash Loans Ltd
\nPayPal - An online payments system used by many eCommerce websites as well as sellers operating on eBay. Sometimes a small payment is made to/from your account as part of the registration process
\nPayref.info - A billing service used by a number of online dating sites
\nPLAYLOTTERY.COM - Online lottery service
\nPLAYSTATIONNETWORK - Online store for PlayStation gaming consoles. Can be also appear as PAYPAL * PLAYSTATIONNETWORK
\nPLENTYOFFISH - An online dating service
\nPOF.com - A online dating service known as Plenty of Fish or POF, payments can also be made via Paypal and may appear as PAYPAL * POF.COM
\nPounds to Pocket - An online lender providing cash advances for short-term money needs
\nPremium Credit - Providers of individual and business loans to pay their insurance premiums
\nPRODUCT SUPPORT - The service is provided by many retailers of various products, mainly electronic goods. An information resource regarding products, and help if the product should malfunction.
\nProduct Support AG - An after-care service for products purchased from Currys PC World
\nQuick Credit Score - Online membership programme that provides access to your credit information for a monthly fee
\nQuick Quid - An online lender providing cash advances for short-term money needs
\nRAC - A roadside assistance service also offering car insurance products
\nRewards Now - Online membership service providing retail discounts for a monthly fee
\nScarlett Services - A PPI claim company which has ceased trading
\nShopperdisc - Online savings programme offering discounts with online retailers for a membership fee
\nSony Ent Network - Playstation accounts
\nSpotify - Music streaming site available for a monthly subscription fee
\nSunny - Online loan provider
\nTfL - Transport for London
\nTheYesCard - Catalogue card for use on theyescatalogue.co.uk
\nTicketMaster - Provider of tickets to theatre, concerts, sport events and more
\nTRACK-BUDGET.CO.UK - Tool to help manage your money and track your credit report
\nUK Credit - Online lenders that provide guarantor loans for a daily interest fee
\nVenntro Media Group - An online dating service
\nViagogo - An online marketplace for buying and selling tickets to live events
\nVirgin Wines - A subscription service for wine deliveries
\nWage Day Advance - An online lender providing cash advances for short-term money needs
\nWeight Watchers UK Ltd - A subscription service for weight loss
\nWLY COMPLETESAVE.CO.UK - An online discount membership scheme trading as 'Complete Savings'
\nWLY MYTIMEREWARDSWL.UK - An online discount membership scheme trading as 'My Time Rewards'
\nWonga - Providers of short-term online loans to individuals and businesses
\nWWW.DCDIGITALTV.CO - An online electrical goods retailer
\nWWW.NIKESTORE.COM - Global sports brand Nike online store. Can also appear as NIKESTORE.COM
\nWWW.NORTHDEVONTHEATRE. INTERNET - A holding company for several local theatres which has ceased trading
\nXbox Live - A purchase made through an Xbox account
\nXPLORE DISCOUNT-GOLD - Gives members access to discounts
\nYOUR SOCIAL INS - Provide a social media profile and score
\nZoosk - An online dating service
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":66,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915722464565085772,"question":"What should I do if I don’t recognise a card payment?","answer":"If a card payment on your account doesn't look familiar, follow these steps as soon as possible:
\n1. Open the Starling app.
\n2. Go to Cards.
\n3. Tap the toggle to Card locked.
\nLocking your card means no one can use it. If you find out you made the payment, you can unlock the card again.
\n1. Open the Starling app.
\n2. On the Home screen, scroll through your payments to find the unrecognised payment(s).
\n3. Tap on any payment for more details. You should see a location, date/time and a reference.
\nSome companies may appear under different names in your app or statement.
\nOften, this is because they use a trading or parent company's name for their payments.
\nYou can check our list of popular companies and their trading names.
\nOr search for the company name online to find out more.
\nThe payment you're unsure about could be linked to a subscription or recurring payment you've set up.
\nFor example, a free trial may have rolled into a paid service or you may have agreed to make a recurring payment.
\nHere's how you can check if the unfamiliar payment is part of a subscription or recurring payment:
\n1. Open the app.
\n2. Go to Payments.
\n3. Tap Scheduled to see any recurring payments or subscriptions you've set up.
\nGet in touch with us.
\nIf you've followed the steps above and still don't recognise the payment, you can contact us using Live Chat in the Help section of the App, or call us on 020 7930 4450. You'll need to replace the first 0 with +44 if you're calling us from abroad.
\nWe're available 24/7 and here to help.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":true,"priority":61,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal","SOURCE:MASTER_CARD"]},{"id":3915814846912417056,"question":"What is Pay As You Grow (PAYG)?","answer":"Pay As You Grow (PAYG) is a set of options which give businesses repayment options so they have more time and flexibility to pay back their Bounce Back Loans (BBL).
\nThese options are only available to customers with an existing BBL.
\nPAYG can be found using the online banking portal. The following options are available to all BBL borrowers:
\nBy choosing to repay your loan over 10 years rather than 6 years your monthly repayments will be lower, but you will pay more interest over the lifetime of your loan.
\nYou can choose to pay only interest on your loan each month for a period of six months. You can choose to do this up to three times (a total of 18 months). This will increase the total amount of interest you have to pay over the lifetime of your loan.
\nYour company can choose to have a holiday from payments for six months. This option can only be used once during the lifetime of the loan and will increase the total amount of interest you have to pay over the lifetime of your loan.
\nBusinesses can select to use only one PAYG option or a combination of the options available.
\nYou can select a PAYG option immediately via our online banking portal if your repayments have started or begin in the next three months.
\nWe will attempt to take funds to cover your payment shortly after midnight on your payment date. If you want to take out a PAYG option to prevent a particular payment being taken, you need to have fully processed your selected PAYG option by 23:59pm on the day before your payment is due.
\nSee our website at: https://www.starlingbank.com/business-account/business-bounce-back-loan-scheme/pay-as-you-grow-bounce-back-repayment-calculator/
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915818209858503041,"question":"There is a Repayment Holiday Interest Adjustment on my Bounce Back Loan statement. What is this?","answer":"During a repayment holiday you don't have to make the full monthly payment.
\nHowever, interest is still calculated and added to the loan balance.
\nWhen an overpayment or late payment has been made on the loan, we need to update the interest applied to the loan balance.
\nThere is no change to the interest rate or the amount repayable on the loan.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":2149264964439459610,"question":"How do I view my savings accounts in the app?","answer":"To view your savings accounts (Easy Saver, Fixed Saver or Cash ISA) in the app:
\nStarling currently offers three types of savings account for personal account customers only. These can be found and applied for in the Spaces section of the app.
\nEasy Saver is an instant access savings account with no minimum balance. Find out more here: https://www.starlingbank.com/savings/easy-saver/
\nFixed Saver lets you set money aside for one year at a fixed interest rate. Find out more here: https://www.starlingbank.com/savings/fixed-rate-savings/
\nCash ISA is a tax-free savings account on the government ISA scheme. The Cash ISA isn't available for everyone just yet. If you have early access to apply, you'll be able to see the option in your app.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2147628400612820544,"question":"How do I create a Space? ","answer":"You need to have a personal or joint account with Starling.
\nTap Continue
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":3915836121037947718,"question":"What’s the difference between an overdraft and a loan?","answer":"An overdraft lets you temporarily spend more than you have in your account. So your balance is allowed to be a negative number, up to an agreed limit.
\nThere is no set repayment plan. Interest is usually higher than a loan.
\nA loan gives you a fixed amount up front with a set repayment plan.
\nOverdrafts are intended for short term use. Loans are for longer term borrowing.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"Loans","featured":false,"priority":4,"context":{"appScreen":["LOANS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business","joint","personal"]},{"id":3915694568704459292,"question":"How do I get a loan statement? (including BBL and RLS)","answer":"Loan statements are created annually, on the anniversary of when the loan was paid out.
\nYou can find your loan statements in the app and on Online Banking.
\nIf you miss or expect to miss a payment for your loan, get in touch with us straight away to discuss it with our team.
\nYou can reach us on 0204 506 8350 or by emailing businesslendingsupport@starlingbank.com.
\nIf you miss a loan payment, we may:
\nYou can make a repayment on your loan at any time.
\nYou can't reverse this payment.
\nThis payment won't change your payment schedule, and we'll still take your next repayment on the day it's due.
\nThere are no charges for early repayment, including paying off your loan in full early
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915715409268523965,"question":"What can I do if I’m struggling to pay off my overdraft or loan?","answer":"If you're struggling to pay off your overdraft or loan, you're not on your own.
\nStarling's budgeting tools are designed to make money management easier, but if you're still struggling, we're on hand 24/7.
\nGet in touch with our customer service team through the in-app chat, and one of our team will get back to you straight away.
\nYou can also find out more on our website about how Starling can support you with your money worries. https://www.starlingbank.com/faq/customer-support/money-worries
\nGet in touch with any of these organisations:
\nThis scheme is no longer available.
\nWe aren't accepting applications for any loans, or business overdrafts at the moment.
\nWe'll update our website in the future if this changes.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":29,"context":{"appScreen":["LOANS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":2145253594723535504,"question":"What is the interest on a Bounce Back Loan (BBL)?\t","answer":"BBLs have a fixed interest rate of 2.5% APR.
\nThere is no arrangement fee and there are no early repayment fees.
\nThe government covers the first 12 months of interest charges, meaning you pay 0% for the first 12 months.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":28,"context":{"appScreen":["LOANS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915619624312131326,"question":"What is the loan term of a Bounce Back Loan (BBL)?\t","answer":"All BBLs have a term of six years with an option to extend to ten years to make the monthly repayments lower.
\nThis increases the overall amount paid for the loan, because it means paying interest for longer.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":27,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1809744967289815964,"question":"How do I cancel or close my Starling Cash ISA?","answer":"You can cancel your Cash ISA within 30 days of opening it, and you can close it at any time.
\nYou can close or cancel your Cash ISA in the Starling app, and we won’t charge you for doing either.
\nIf you cancel your Cash ISA within 30 days of opening it:
\nAny money you've paid in from your Starling personal account during this time won’t count as an ISA subscription. This means it will be as though you haven’t paid any money into a Starling Cash ISA.
If you’ve transferred money in from another ISA provider during this period, you’ll need to transfer it to another ISA provider before your Starling ISA is closed. Otherwise, if you later pay the money back into another ISA, it may count towards your annual ISA allowance again.
\nYou can't open another Cash ISA with us in the same tax year after closing your Starling Cash ISA.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Cash ISA Transfers","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915727116307811679,"question":"How do I deposit a cheque?","answer":"You can pay in a cheque for free either from your app or by post. We can't accept cheques personally handed in to any of our offices.
\nCheques up to £1000 - You can pay these in from your App:
\n1. Open the Starling App and head to the main menu (top right of the home screen).
\n2. Select 'Deposit cheques and cash' and select 'Deposit a cheque'.
\n3. Follow the on-screen prompts to submit your cheque to us. You'll need to take clear pictures of the front and back of the cheque (even if the back is blank).
\nCheques over £1000 - You'll need to post these to us:
\n- Add your surname and 8-digit Starling account number on the back of the cheque and pop them in an envelope.
\n- For free postage, address the envelope to 'Freepost STARLING'. There's no need to add a stamp.
\nIf you wish to send 1st class, recorded or tracked, address the envelope to:
\nStarling Bank Operations Team
5th Floor Brunel House
2 Fitzalan Road
Cardiff
CF24 0FG
Wales
- Please allow 10 days for us to receive the cheque by Freepost. Timeframes vary depending on how it's sent and where it's sent from. If you'd like your cheque to arrive sooner, you have the option to pay for a faster service.
\nWhat cheques can I pay in?
\nYou can pay in any cheque in GBP dated within the last 6 months. We can't accept cheques in any other currency.
\nHow long does it take for a cheque to be available to spend?
\n- This is normally 2 working days after you've paid it in.
\n- For cheques sent by post, it's 2 working days from the day we receive the cheque.
\n- For in-app cheques, please keep the cheque until it's appeared in your balance - just in case we need another picture of it.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915695131476247640,"question":"How do I deposit a cheque?","answer":"You can pay in a cheque for free either from your app or by post. We can't accept cheques personally handed in to any of our offices.
\nCheques up to £1000 - You can pay these in from your App:
\n1. Open the Starling App and head to the main menu (top right of the home screen).
\n2. Select 'Deposit cheques and cash' and select 'Deposit a cheque'.
\n3. Follow the on-screen prompts to submit your cheque to us. You'll need to take clear pictures of the front and back of the cheque (even if the back is blank).
\nCheques over £1000 - You'll need to post these to us:
\n- Add your surname and 8-digit Starling account number on the back of the cheque and pop them in an envelope.
\n- For free postage, address the envelope to 'Freepost STARLING'. There's no need to add a stamp.
\nIf you wish to send 1st class, recorded or tracked, address the envelope to:
\nStarling Bank Operations Team
5th Floor Brunel House
2 Fitzalan Road
Cardiff
CF24 0FG
Wales
- Please allow 10 days for us to receive the cheque by Freepost. Timeframes vary depending on how it's sent and where it's sent from. If you'd like your cheque to arrive sooner, you have the option to pay for a faster service.
\nWhat cheques can I pay in?
\nYou can pay in any cheque in GBP dated within the last 6 months. We can't accept cheques in any other currency.
\nHow long does it take for a cheque to be available to spend?
\n- This is normally 2 working days after you've paid it in.
\n- For cheques sent by post, it's 2 working days from the day we receive the cheque.
\n- For in-app cheques, please keep the cheque until it's appeared in your balance - just in case we need another picture of it.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915762366800478338,"question":"How do I deposit a cheque?","answer":"You can pay in a cheque for free either from your app or by post. We can't accept cheques personally handed in to any of our offices.
\nCheques up to £1000 - You can pay these in from your App:
\n1. Open the Starling App and head to the main menu (top right of the home screen).
\n2. Select 'Deposit cheques and cash' and select 'Deposit a cheque'.
\n3. Follow the on-screen prompts to submit your cheque to us. You'll need to take clear pictures of the front and back of the cheque (even if the back is blank).
\nCheques over £1000 - You'll need to post these to us:
\n- Add your surname and 8-digit Starling account number on the back of the cheque and pop them in an envelope.
\n- For free postage, address the envelope to 'Freepost STARLING'. There's no need to add a stamp.
\nIf you wish to send 1st class, recorded or tracked, address the envelope to:
\nStarling Bank Operations Team
5th Floor Brunel House
2 Fitzalan Road
Cardiff
CF24 0FG
Wales
- Please allow 10 days for us to receive the cheque by Freepost. Timeframes vary depending on how it's sent and where it's sent from. If you'd like your cheque to arrive sooner, you have the option to pay for a faster service.
\nWhat cheques can I pay in?
\nYou can pay in any cheque in GBP dated within the last 6 months. We can't accept cheques in any other currency.
\nHow long does it take for a cheque to be available to spend?
\n- This is normally 2 working days after you've paid it in.
\n- For cheques sent by post, it's 2 working days from the day we receive the cheque.
\n- For in-app cheques, please keep the cheque until it's appeared in your balance - just in case we need another picture of it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5168554959253816877,"question":"What support is available to help me stop gambling?","answer":"We understand some people find it hard to manage their gambling, and we're here to support you.
\nIf you or someone you know is struggling with gambling, you can check out what support and resources are available here.
\nYou can also turn on our gambling block in the Starling app. Read our gambling block FAQ to learn more about this.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915683038712252478,"question":"How do I create a virtual card?","answer":"There are 2 ways to create a virtual card.
\nYou won't be able to create a virtual card if you've never had an active card before. You won't see the option for a virtual card if you're not eligible
\nThere are 2 ways to create a virtual card in your app if you're eligible:
\nFrom the Cards tab:
\nSelect 'Create new'
\nFollow the on-screen instructions to create a virtual card
\nIf you haven't got a Space yet, you'll open one as you create your first virtual card.
\nFrom the Spaces tab:
\nChoose the Space you want to link a virtual card to or create a new one
\nTap on Manage Space
\nTap on Create a virtual card
\nFollow the on-screen instructions to create your virtual card
\nThere are 2 ways to create a virtual card.
\nYou won't be able to create a virtual card if you've never had an active card before. You won't see the option for a virtual card if you're not eligible
\nThere are 2 ways to create a virtual card in your app if you're eligible:
\nFrom the Cards tab:
\nSelect 'Create new'
\nFollow the on-screen instructions to create a virtual card
\nIf you haven't got a Space yet, you'll open one as you create your first virtual card.
\nFrom the Spaces tab:
\nChoose the Space you want to link a virtual card to or create a new one
\nTap on Manage Space
\nTap on Create a virtual card
\nFollow the on-screen instructions to create your virtual card
\nWhen you make an international payment through the app, we'll give you an estimated delivery date. This depends on the country and currency you wish to send, and the delivery method you choose.
\nThese delivery methods include:
\nPriority delivery via SWIFT. This is usually the quickest option. These payments can take anywhere up to three working days, depending on the country you're sending to and the currency you're sending.
\nLocal partner network. This method may take a little longer and won't include a payment reference for the recipient.
\nWe often rely on third parties to make sure that your payment instruction is processed and that the funds reach your payee. Starling doesn't have control over these third parties. If your payment hasn't arrived after three working days, please get in touch with our customer service team. We'll always try to help out by establishing what happened to the funds. We won't always be able to resolve the situation without cooperation from these third parties.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FASTER_PAYMENTS_OUT"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FASTER_PAYMENTS_OUT"]},{"id":3915850445012746492,"question":"When will my international transfer arrive?","answer":"When you make an international payment through the app, we'll give you an estimated delivery date. This depends on the country and currency you wish to send, and the delivery method you choose.
\nThese delivery methods include:
\nPriority delivery via SWIFT. This is usually the quickest option. These payments can take anywhere up to three working days, depending on the country you're sending to and the currency you're sending.
\nLocal partner network. This method may take a little longer and won't include a payment reference for the recipient.
\nWe often rely on third parties to make sure that your payment instruction is processed and that the funds reach your payee. Starling doesn't have control over these third parties. If your payment hasn't arrived after three working days, please get in touch with our customer service team. We'll always try to help out by establishing what happened to the funds. We won't always be able to resolve the situation without cooperation from these third parties.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":57,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FASTER_PAYMENTS_OUT"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FASTER_PAYMENTS_OUT"]},{"id":3915728656182758201,"question":"When will my international transfer arrive?","answer":"When you make an international payment through the app, we'll give you an estimated delivery date. This depends on the country and currency you wish to send, and the delivery method you choose.
\nThese delivery methods include:
\nPriority delivery via SWIFT. This is usually the quickest option. These payments can take anywhere up to three working days, depending on the country you're sending to and the currency you're sending.
\nLocal partner network. This method may take a little longer and won't include a payment reference for the recipient.
\nWe often rely on third parties to make sure that your payment instruction is processed and that the funds reach your payee. Starling doesn't have control over these third parties. If your payment hasn't arrived after three working days, please get in touch with our customer service team. We'll always try to help out by establishing what happened to the funds. We won't always be able to resolve the situation without cooperation from these third parties.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":46,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FASTER_PAYMENTS_OUT"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FASTER_PAYMENTS_OUT"]},{"id":8394650635126129422,"question":"Can I still connect with you on social media?","answer":"Yes, our social accounts and handles will stay the same. You will just see our logos and account names change.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Contact & Support/Getting help","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS","CASH_ISA_TRANSFER_ACQUIRING","CASH_ISA_TRANSFER_CEDING"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8389176346440123451,"question":"Have you considered sustainability within the rebrand?","answer":"Sustainability has always been important to us and we're committed to reducing waste as much as possible. For example:
\nOld merchandise is being donated to charity.
\nNew physical debit cards won't be issued until early 2026 so that we can use up old stock. If you're an existing customer, you'll continue to use your existing physical card and will only receive a new debit card when your existing card expires or requires a replacement.
\nOur help centre is accessible via the Starling app or online at https://help.starlingbank.com/personal/. If you can't find what you're looking for through our help centre, your app is the quickest way to get in touch with us. From the account menu, tap 'Help,' then 'Talk to Starling' - tap the 'Start a new conversation' option, then 'I need to get in touch'. You'll then have the option to start a live chat session, or you can send a message and our team will respond to your query as soon as possible.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Contact & Support/Getting help","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8394322394332939874,"question":"I have just opened an account. Will this impact when I’ll receive my card?","answer":"No, you'll still receive your card within the normal timeframes. You may notice that you receive a debit card in our old branding. Sustainability is important to us so to avoid waste, we won't update physical cards with new designs until 2026.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Cards & payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8393479108332242691,"question":"Has the customer support information changed?","answer":"No. Our help centre is accessible via the Starling app or online: https://help.starlingbank.com/personal/. If you can't find what you're looking for through our help centre, contacting us through your app is the quickest way to get in touch. From the account menu, tap 'Help', then 'Talk to Starling', tap the 'Start a new conversation' option, then 'I need to get in touch'. You'll then have the option to start a live chat session, or you can send a message and our team will respond to your query as soon as possible.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Contact & Support/Getting help","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8393217870494450154,"question":"I don’t like the changes. Can I keep my app and card in the old branding?","answer":"We understand that changes like a new app icon or updated card design can feel unfamiliar. To keep things consistent across our communications and products, unfortunately, you won't be able to return to the old app icon or digital card design.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"My accounts & services","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8392211855973829069,"question":"Will there be any special offers as part of the rebrand?","answer":"We haven't got any offers or competitions live at the moment. If you want to be kept up-to-date with new products, features or any upcoming competitions, sign up to our emails. To manage your communication preferences in the app, navigate to your 'Settings' via the main menu and choose 'Notifications & messaging'.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"My accounts & services","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8391993174373319738,"question":"I can’t find custom app icons in my app anymore. Where can I find these? ","answer":"For the time being, we're not providing customisable app icons.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Online & Mobile banking","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8391881974389034236,"question":"Will my log-in details change?","answer":"No. Whilst the look and feel of our app and website will change, your log-in details will remain the same. Our website address to access online banking will stay the same.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"My accounts & services","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8391361842741134970,"question":"Do I need to update my app?","answer":"You'll have the choice to update your app icon from 16th September 2025 – look out for the message in your app. If you decide not to, it will auto-update before the end of September.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Online & Mobile banking","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8391314907292584150,"question":"Does this change anything about the accounts I hold with you?","answer":"No, your accounts (including your account details and pin number) will remain the same. However, scammers might try to take advantage of the change. We'll never ask for your bank details, PIN or password, or to move money to a new bank account. If you suspect a scam, dial 159 to report it directly.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"My accounts & services","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8390758943465686580,"question":"Will this impact your product and service offerings?","answer":"Whilst we may look a little different, the core of why you love Starling will stay the same. We'll never sacrifice customer service or product quality and will continue to operate in the same way.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"My accounts & services","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8389802554179013089,"question":"Is there anything I need to do as a result of this change?","answer":"Nothing to do. You'll have the choice to update your app icon from 16th September 2025 – look out for a message in your app. If you decide not to, it will auto-update before the end of September 2025.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"My accounts & services","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8389016034136049442,"question":"How will I know if communications from Starling are genuine?","answer":"We understand that you might want reassurance. If you're not sure, always remember we'd never:
\nIf you suspect a scam, call 159: the hotline designed to fight fraud.
You can find more advice and support here: https://www.starlingbank.com/mobile-banking-security/fraud/
From 16th September, you'll start to see changes, including colours and logos, and you'll be invited to update your app icon in your banking app. This will automatically change from 29th September 2025. There will be a transition period where you'll see our 'old' logos in places. If you're contacted by us and you're unsure, please reach out to our customer service team. The fastest way to contact us is via the app. You can also call us on 020 7930 4450, or send an email to help@starlingbank.com. Either way, we're here 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"About the brand refresh","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8388212884346063028,"question":"What is changing as part of the rebrand?","answer":"Our logo from 'Starling Bank' to 'Starling'. Our website will still be starlingbank.com
\nYour app icon to a clearer 'S' which reflects the simplicity and ease that people love about banking with us.
\nSome of our colours, but have kept teal and purple as our main colours.
\nOur fonts are now simpler and more modern.
\nOur card designs. But these will be launched gradually, with digital cards changing from October 2025 and new physical cards from 2026.
\nScammers may send emails impersonating us, containing links to a 'new online banking portal' or asking for your personal/financial or security information. Please be vigilant; we'll never ask for information this way. Please access online banking by finding our website independently (typing starlingbank.com in the address bar.
\nScammers may call and ask you to move money or approve payments to 'keep money safe' or move your money to a 'new bank account'. We'll never ask customers to move their money for this reason. If we need to reach you, we'll always contact you via your app before calling. If someone calls you saying they're from Starling, you can verify if they're telling the truth by opening your app and checking the 'Call status' banner. If you receive a suspicious call, hang up and call 159 to report this to us.
\nSometimes, scammers use competition scams where you could be contacted via social media or email by someone pretending to be us, offering a prize from a 'rebranding competition'. Victims could be asked for personal information or money in exchange for a 'prize'. We're not running any competitions as part of the rebrand. If you're suspicious, don't respond or provide any information, then call 159 to report this.
\nMore info on how to protect yourself from fraud and scams here: https://www.starlingbank.com/mobile-banking-security/fraud/
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"Security","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8387633617563108784,"question":"Why is Starling rebranding?","answer":"We believe anybody can be good with money. And that simple, everyday actions can build life-changing habits. So we've taken what's already great about Starling and created a brighter, fresher look and feel. It's the bank you know, but easier, smarter and more personal than ever before. Intelligent new features and a new look across our app, website and communications mean every step of your habit-building journey feels easy, smooth and beautifully clear.
\nWe've kept the teal we love, but made it a little brighter. Our logo's clearer and we have an easier to find, simpler app icon.
","accountTypes":["INDIVIDUAL"],"category":"Brand Refresh","subcategory":"About the brand refresh","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915851112035140796,"question":"Do you have a phone number I can call?","answer":"You can phone us 24/7 on 020 7930 4450 (You'll need to replace the first 0 with +44 if you're calling us from abroad).
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":62,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915633961798616662,"question":"How can I cancel a Direct Debit?","answer":"You can cancel a Direct Debit from the app.
\n1. Head to the Payments tab
\n2. Tap Scheduled
\n3. Select the Direct Debit you'd like to cancel
\n4. Tap \"Cancel Direct Debit\"
\n5. You'll need to enter your password to confirm the cancellation.
\nYou should let the company know that you no longer need their subscription/service and that you've cancelled the Direct Debit. Otherwise, they may expect your usual payment.
\nFor Sepa Direct Debits you will have to contact the company to cancel it. These payments won't show in the app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":["DIRECT_DEBIT"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:DIRECT_DEBIT"]},{"id":3915716319490622176,"question":"How can I cancel a Direct Debit?","answer":"You can cancel a Direct Debit from the app.
\n1. Head to the Payments tab
\n2. Tap Scheduled
\n3. Select the Direct Debit you'd like to cancel
\n4. Tap \"Cancel Direct Debit\"
\n5. You'll need to enter your password to confirm the cancellation.
\nYou should let the company know that you no longer need their subscription/service and that you've cancelled the Direct Debit. Otherwise, they may expect your usual payment.
\nFor Sepa Direct Debits you will have to contact the company to cancel it. These payments won't show in the app.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":["DIRECT_DEBIT"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:DIRECT_DEBIT"]},{"id":3915661602235434937,"question":"I'm experiencing money issues. What support do you provide?","answer":"We go above and beyond when it comes to customer service, especially if you're going through a difficult time.
If you're experiencing money worries you can find our support info and useful contact details here.
We go above and beyond when it comes to customer service, especially if you're going through a difficult time.
If you're experiencing money worries you can find our support info and useful contact details here.
We go above and beyond when it comes to customer service, especially if you're going through a difficult time.
If you're experiencing money worries you can find our support info and useful contact details here.
The transaction feed from Starling to Xero should only need to be set up once. But, there may be times when the transaction feed isn't working as you expect. Here are some of the most common reasons:
\nIf, your Xero integration stops working, we recommend that you attempt to reconnect by following the steps here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756935899727754,"question":"What is the difference between SWIFT and the Low Cost Payment Option?","answer":"When sending international payments from your Starling account, you'll have 1 or 2 delivery options, depending on the currency.
\nSWIFT delivery
\nWith SWIFT delivery, payments are sent through an international payment network. They'll always arrive in the payee's name as you entered it, along with the reference you chose.
\nIt costs £5.50 to send a payment with SWIFT delivery, and this is the same for all currencies.
\nSWIFT payments are easier to track than low-cost payments. This is because they usually go straight to the bank you're sending money to.
\nIf you make a mistake when sending a SWIFT payment, like entering the wrong account number or IBAN, you can ask us to try and get the money back. We'll contact the bank that received the payment and make reasonable efforts to get it back, but we can't promise this will always be possible.
\nLow-cost delivery
\nOur low-cost delivery option uses our network of payment providers and local banks.
\nThis delivery option is usually cheaper, with prices starting from 30p. But the cost depends on the currency you're sending. Check our full list of costs for each currency.
\nFor important payments, such as bills, you may want to think about using the SWIFT delivery option. That's because with our low-cost option, we send your name and reference details to the payment providers, but we can't guarantee they'll pass those details on to our network of partner banks exactly as you entered them. It can also be harder to track these payments because they may be sent through multiple payment partners.
\nIf you make a mistake when sending a low-cost payment, like entering the wrong account number or IBAN, you can ask us to try and get the money back. However, because these payments are handled by multiple payment providers and local banks, we might not be able to contact the bank that received the payment. We'll make reasonable efforts to get your money back, but it's not always possible.
\nFind out what to do if a payment doesn't arrive or there's an issue with it.
\nOther fees for international payments
\nWhen you send an international payment, we'll charge you a transfer fee of 0.4% of the amount you send.
\nBefore sending money internationally, we'll always show you the:
\ndelivery and transfer fees
\nexchange rate
\namount the payee will receive
\nWhen sending international payments from your Starling account, you'll have 1 or 2 delivery options, depending on the currency.
\nSWIFT delivery
\nWith SWIFT delivery, payments are sent through an international payment network. They'll always arrive in the payee's name as you entered it, along with the reference you chose.
\nIt costs £5.50 to send a payment with SWIFT delivery, and this is the same for all currencies.
\nSWIFT payments are easier to track than low-cost payments. This is because they usually go straight to the bank you're sending money to.
\nIf you make a mistake when sending a SWIFT payment, like entering the wrong account number or IBAN, you can ask us to try and get the money back. We'll contact the bank that received the payment and make reasonable efforts to get it back, but we can't promise this will always be possible.
\nLow-cost delivery
\nOur low-cost delivery option uses our network of payment providers and local banks.
\nThis delivery option is usually cheaper, with prices starting from 30p. But the cost depends on the currency you're sending. Check our full list of costs for each currency.
\nFor important payments, such as bills, you may want to think about using the SWIFT delivery option. That's because with our low-cost option, we send your name and reference details to the payment providers, but we can't guarantee they'll pass those details on to our network of partner banks exactly as you entered them. It can also be harder to track these payments because they may be sent through multiple payment partners.
\nIf you make a mistake when sending a low-cost payment, like entering the wrong account number or IBAN, you can ask us to try and get the money back. However, because these payments are handled by multiple payment providers and local banks, we might not be able to contact the bank that received the payment. We'll make reasonable efforts to get your money back, but it's not always possible.
\nFind out what to do if a payment doesn't arrive or there's an issue with it.
\nOther fees for international payments
\nWhen you send an international payment, we'll charge you a transfer fee of 0.4% of the amount you send.
\nBefore sending money internationally, we'll always show you the:
\ndelivery and transfer fees
\nexchange rate
\namount the payee will receive
\nWhen sending international payments from your Starling account, you’ll have 1 or 2 delivery options, depending on the currency.
\nSWIFT delivery
\nWith SWIFT delivery, payments are sent through an international payment network. They’ll always arrive in the payee's name as you entered it, along with the reference you chose.
\nIt costs £5.50 to send a payment with SWIFT delivery, and this is the same for all currencies.
\nSWIFT payments are easier to track than low-cost payments. This is because they usually go straight to the bank you’re sending money to.
\nIf you make a mistake when sending a SWIFT payment, like entering the wrong account number or IBAN, you can ask us to try and get the money back. We’ll contact the bank that received the payment and make reasonable efforts to get it back, but we can’t promise this will always be possible.
\nLow-cost delivery
\nOur low-cost delivery option uses our network of payment providers and local banks.
\nThis delivery option is usually cheaper, with prices starting from 30p. But the cost depends on the currency you’re sending. Check our full list of costs for each currency.
\nFor important payments, such as bills, you may want to think about using the SWIFT delivery option. That’s because with our low-cost option, we send your name and reference details to the payment providers, but we can’t guarantee they’ll pass those details on to our network of partner banks exactly as you entered them. It can also be harder to track these payments because they may be sent through multiple payment partners.
\nIf you make a mistake when sending a low-cost payment, like entering the wrong account number or IBAN, you can ask us to try and get the money back. However, because these payments are handled by multiple payment providers and local banks, we might not be able to contact the bank that received the payment. We’ll make reasonable efforts to get your money back, but it’s not always possible.
\nFind out what to do if a payment doesn’t arrive or there’s an issue with it.
\nOther fees for international payments
\nWhen you send an international payment, we’ll charge you a transfer fee of 0.4% of the amount you send.
\nBefore sending money internationally, we’ll always show you the:
\nIf a payment you’ve sent from your Starling account doesn't arrive, let us know as soon as you can.
\nSometimes, we might ask you to wait up to 3 working days before we start looking into the issue. This gives the other banks involved time to finish any necessary payment checks or process the payment on their side.
\nIf you made a mistake
\nFor example, if you entered the wrong account number or IBAN, you can ask us to try and get the money back. We can't promise it will always be possible or how long it will take.
\nIf we recover the payment, the amount you get back might be slightly less than you sent. This could be for one or both of these reasons:
\nIf we made a mistake
\nWe'll do these things:
\nIf the payee's bank received the payment but the payee hasn't, the payee's bank is responsible for making sure the money is paid to the payee.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":55,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8991184152008605898,"question":"What should I do if there’s an issue with my payment or it doesn’t arrive? ","answer":"If a payment you’ve sent from your Starling account doesn't arrive, let us know as soon as you can.
\nSometimes, we might ask you to wait up to 3 working days before we start looking into the issue. This gives the other banks involved time to finish any necessary payment checks or process the payment on their side.
\nIf you made a mistake
\nFor example, if you entered the wrong account number or IBAN, you can ask us to try and get the money back. We can't promise it will always be possible or how long it will take.
\nIf we recover the payment, the amount you get back might be slightly less than you sent. This could be for one or both of these reasons:
\nIf we made a mistake
\nWe'll do these things:
\nIf the payee's bank received the payment but the payee hasn't, the payee's bank is responsible for making sure the money is paid to the payee.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":53,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8991224367626011266,"question":"What should I do if there’s an issue with my payment or it doesn’t arrive? ","answer":"If a payment you’ve sent from your Starling account doesn't arrive, let us know as soon as you can.
\nSometimes, we might ask you to wait up to 3 working days before we start looking into the issue. This gives the other banks involved time to finish any necessary payment checks or process the payment on their side.
\nIf you made a mistake
\nFor example, if you entered the wrong account number or IBAN, you can ask us to try and get the money back. We can't promise it will always be possible or how long it will take.
\nIf we recover the payment, the amount you get back might be slightly less than you sent. This could be for one or both of these reasons:
\nIf we made a mistake
\nWe'll do these things:
\nIf the payee's bank received the payment but the payee hasn't, the payee's bank is responsible for making sure the money is paid to the payee.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":52,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7641556082510874880,"question":"Why have you launched Spending Intelligence?","answer":"We built this search to make it easier for our customers to know exactly where their money goes. It’s part of our goal to help customers feel more in control thanks to easy-to-use tools that make managing their money an everyday habit.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7641966925345409429,"question":"Can Spending Intelligence offer me financial advice? ","answer":"No, the search is designed to give you a quick insight into your spending based on the questions you ask. It shouldn’t be considered financial advice, or used for doing your accounting.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7641803884503844294,"question":"Can I still use the spending section of the app like I normally do?","answer":"Yes, you can. If you don’t want to use Spending Intelligence, you can explore your spending manually by ticking the relevant category you’re interested in.
\nYou can turn on Spending Intelligence at any time. Just go to your account settings in the top-right corner of the screen, select ‘Manage new features’, and then select the search.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7641878287572421654,"question":"How does Spending Intelligence work?","answer":"This search uses AI to pick up the key words in your question, such as the category, business or date range, and then uses them to search your spending history to find an answer.
\nYour questions and spending history are not shared with third parties and are not used to train our AI features.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3203039868877030972,"question":"I can’t get widgets to work on my device.","answer":"If you’re struggling to get the Starling widget working on your device, make sure you’ve checked:
\nSometimes, we can't update the balance on your widget straightaway. It’ll update when you open the Starling app, but widget updates tend to work best when you’ve enabled push notifications for the Starling app.
\nTo do this, go to the Starling app, then to the account menu in the top-right corner. Select ‘Settings’ and then ‘Notifications & Messaging’.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS"]},"labels":[]},{"id":3915776915029903196,"question":"What will happen to my card subscriptions when my card is cancelled and a new one is issued? ","answer":"If you cancel your card in the app you will need to update the subscriptions manually. If your card is reissued after expiring, once you've activated it the subscriptions will carry on uninterrupted.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5347070468155854107,"question":"Why am I being charged twice every time I make a payment with my card in Japan?","answer":"In Japan, they handle payments differently from other countries. When you make a payment, the amount will be taken from your available balance while we wait for the retailer to settle it. However, when they settle the payment, it may appear as a new payment and the amount will be taken from your account again.
\nWhat to do if this happens?
\nThe duplicate amount will usually be returned to your account automatically. This usually happens within 8 calendar days, but can take up to 31 for some transactions.
\nIf you need the money sooner, you can send us a message from the Help section of the app. Our Customer Services team will review the payments and return any duplicate payments to you. It’s always best to keep your receipts - just in case we need them.
\nWhy has the amount in GBP changed?
\nYou may notice that the amount charged in GBP has changed. This is because the Mastercard exchange rate changes daily.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5347055454112139000,"question":"Why am I being charged twice every time I make a payment with my card in Japan?","answer":"In Japan, they handle payments differently from other countries. When you make a payment, the amount will be taken from your available balance while we wait for the retailer to settle it. However, when they settle the payment, it may appear as a new payment and the amount will be taken from your account again.
\nWhat to do if this happens?
\nThe duplicate amount will usually be returned to your account automatically. This usually happens within 8 calendar days, but can take up to 31 for some transactions.
\nIf you need the money sooner, you can send us a message from the Help section of the app. Our Customer Services team will review the payments and return any duplicate payments to you. It’s always best to keep your receipts - just in case we need them.
\nWhy has the amount in GBP changed?
\nYou may notice that the amount charged in GBP has changed. This is because the Mastercard exchange rate changes daily.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5346969628820719795,"question":"Why am I being charged twice every time I make a payment with my card in Japan?","answer":"In Japan, they handle payments differently from other countries. When you make a payment, the amount will be taken from your available balance while we wait for the retailer to settle it. However, when they settle the payment, it may appear as a new payment and the amount will be taken from your account again.
\nWhat to do if this happens?
\nThe duplicate amount will usually be returned to your account automatically. This usually happens within 8 calendar days, but can take up to 31 for some transactions.
\nIf you need the money sooner, you can send us a message from the Help section of the app. Our Customer Services team will review the payments and return any duplicate payments to you. It’s always best to keep your receipts - just in case we need them.
\nWhy has the amount in GBP changed?
\nYou may notice that the amount charged in GBP has changed. This is because the Mastercard exchange rate changes daily.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875964086668019,"question":"What are the card limits for my personal account? ","answer":"You can spend up to £10,000 each day with your card, across a maximum of 50 payments. You can also make up to 6 cash withdrawals per day, with a daily limit of £300.
\nThings to know
\nYou can create a personalised image for your Space using Apple Image Playground. The tool allows you to create fun and unique images using different phrases, text, and descriptions.
\nTo use Apple Image Playground, you’ll need one of these Apple devices:
\nYou’ll also need to make sure you’ve updated your iOS or iPad OS version to 18.2 or above, and have enabled Apple Image Playground in your device’s settings.
\nTo generate a personalised image for your Space:
\nApple Image Playground generates images locally on your device instead of connecting to a cloud server, which makes it more energy-efficient.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7798313122268856975,"question":"How do I create an AI-generated image for my Space?\n","answer":"You can create a personalised image for your Space using Apple Image Playground. The tool allows you to create fun and unique images using different phrases, text, and descriptions.
\nTo use Apple Image Playground, you’ll need one of these Apple devices:
\nYou’ll also need to make sure you’ve updated your iOS or iPad OS version to 18.2 or above, and have enabled Apple Image Playground in your device’s settings.
\nTo generate a personalised image for your Space:
\nApple Image Playground generates images locally on your device instead of connecting to a cloud server, which makes it more energy-efficient.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":7798376563066290877,"question":"How do I create an AI-generated image for my Space?","answer":"You can create a personalised image for your Space using Apple Image Playground. The tool allows you to create fun and unique images using different phrases, text, and descriptions.
\nTo use Apple Image Playground, you’ll need one of these Apple devices:
\nYou’ll also need to make sure you’ve updated your iOS or iPad OS version to 18.2 or above, and have enabled Apple Image Playground in your device’s settings.
\nTo generate a personalised image for your Space:
\nApple Image Playground generates images locally on your device instead of connecting to a cloud server, which makes it more energy-efficient.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915822042430655680,"question":"When will my cheque be processed?","answer":"The cut-off time for deposits via the app is 3pm on any working day.
\nCheques deposited before 3pm on a working day will be available within two working days. This is provided the cheque hasn’t bounced.
\nPlease note:
\nThe cut-off time for deposits via the app is 3pm on any working day.
\nCheques deposited before 3pm on a working day will be available within two working days. This is provided the cheque hasn’t bounced.
\nPlease note:
\nThe cut-off time for deposits via the app is 3pm on any working day.
\nCheques deposited before 3pm on a working day will be available within two working days. This is provided the cheque hasn’t bounced.
\nPlease note:
\nWe are not currently accepting applications for business overdrafts or loans. We’ll update our website in the future if this changes.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Overdrafts and loans","subcategory":"Sole Traders","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915770882557627616,"question":"Can I apply for both a Business loan and a Business overdraft?","answer":"We are not currently accepting applications for business overdrafts or loans. We’ll update our website in the future if this changes.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Overdrafts and loans","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915691380210094002,"question":"Are you taking Personal Guarantees for Business loans or Business overdrafts?","answer":"We are not currently accepting applications for business overdrafts or loans. We’ll update our website in the future if this changes.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Personal Guarantees","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3753930086416338442,"question":"Can I increase the overdraft limit on my business overdraft?","answer":"We are not currently accepting applications for business overdrafts or loans, which include applications to increase your existing limit. We’ll update our website in the future if this changes.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875357892231292,"question":"What is a Business overdraft?","answer":"A business overdraft is a way of borrowing money through your business current account. It lets you spend more than what’s in your account, up to an agreed limit. It’s meant to be used as a short-term cash flow solution.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3755316728572363086,"question":"How can I apply for an overdraft on my business current account?","answer":"We are not currently accepting applications for business overdrafts or loans. We’ll update our website in the future if this changes.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915754301255664472,"question":"How can I cancel a Direct Debit?","answer":"You can cancel a Direct Debit from the app.
\nYou should let the company know that you no longer need their subscription/service and that you've cancelled the Direct Debit. Otherwise, they may expect your usual payment.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":["DIRECT_DEBIT"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:DIRECT_DEBIT"]},{"id":3915656665459346999,"question":"Are there any countries which Starling doesn’t allow payments to or from?","answer":"We can only facilitate payments from your Starling account to certain countries. For a full list of these, head here.
\nThere are certain countries and territories we cannot accept payments from, these include:
\nThis list is subject to change.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":48,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915828978664622219,"question":"Are there any countries which Starling doesn’t allow payments to or from?","answer":"We can only facilitate payments from your Starling account to certain countries. For a full list of these, head here.
\nThere are certain countries and territories we cannot accept payments from, these include:
\nThis list is subject to change.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":43,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915774069631437001,"question":"Are there any countries which Starling doesn’t allow payments to or from?","answer":"We can only facilitate payments from your Starling account to certain countries. For a full list of these, head here.
\nThere are certain countries and territories we cannot accept payments from, these include:
\nThis list is subject to change.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":41,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8091896994157183368,"question":"How do I turn off the low balance warning?\n","answer":"If you no longer want to get a low balance warning when your balance drops to or below a certain amount, you can turn it off in the app:
\nIf you've got notifications turned on, we'll always tell you if your balance goes below zero.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":59,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":8091308414382720262,"question":"How do I turn on the low balance warning?","answer":"If you want us to tell you when your balance drops below a certain amount, you can turn on the low balance warning in the app.
\nWhen the warning is turned on, you’ll get a notification every time your main balance drops to or below your set amount.
\nYour main balance is the balance you see on your app home screen. It doesn’t take into account any upcoming payments, or any money you have in Spaces.
\nTo set up the low balance warning:
\nIf you've got notifications turned on, we'll always tell you if your balance goes below zero.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":57,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915616761149276697,"question":"Can I ask for my transaction history after my account has closed?","answer":"Please refer to the Transaction History Policy page for full details of how you can access your transaction history after your account has been closed.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3588149070188331725,"question":"Can I ask for my transaction history after my account has closed?","answer":"Please refer to the Transaction History Policy page for full details of how you can access your transaction history after your account has been closed.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915858641966154832,"question":"Can I ask for my transaction history after my account has closed?","answer":"Please refer to the Transaction History Policy page for full details of how you can access your transaction history after your account has been closed.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":55,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915862798816726560,"question":"Why have my transactions from Starling stopped being pulled through to FreeAgent?","answer":"The transaction feed from Starling to FreeAgent should only need to be set up once. But, there may be times when the transaction feed isn't working as you expect. Here are some of the most common reasons:
\nIf your FreeAgent integration stops working, we recommend that you attempt to reconnect by following the steps here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915805193279062955,"question":"How much can I send and receive using Settle Up?","answer":"Sending Payments
\nYou can transfer up to £250 per day through the app to other Starling customers.
\nThere's no limit on the amount you can send using debit card or mobile wallet. However, the maximum number of payments you can make by card or mobile wallet is 2 per day and 5 per week.
\nReceiving Payments
\nYou can receive any amount from another Starling customer via direct transfer.
\nFor debit card and mobile wallet payments, the maximum amount you can receive is up to £250 per day (the minimum is £1).
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":46,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915638956367891968,"question":"How much can I send and receive using Settle Up?","answer":"Sending Payments
\nYou can transfer up to £250 per day through the app to other Starling customers.
\nThere's no limit on the amount you can send using debit card or mobile wallet. However, the maximum number of payments you can make by card or mobile wallet is 2 per day and 5 per week.
\nReceiving Payments
\nYou can receive any amount from another Starling customer via direct transfer.
\nFor debit card and mobile wallet payments, the maximum amount you can receive is up to £250 per day (the minimum is £1).
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":73,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915799286391064444,"question":"I did not receive cash from the ATM. What should I do?","answer":"If you’ve tried withdrawing cash from a cash machine and didn’t receive any or all of it, check your account’s transaction feed to see if the withdrawal is ‘Pending’:
\n1. Open the Starling app or log in to online banking at www.starlingbank.com
\n2. Scroll down to find the withdrawal in your transaction feed.
\n3. Select the withdrawal transaction.
\n4. Check if it’s marked as ‘Pending’ or ‘Settled’.
\nIf the transaction is ‘Pending’
\nGet in touch with the cash machine provider to ask them for proof that the cash machine didn’t give you your cash. You should be able to find the provider’s contact details on the cash machine.
\nThe proof can be a void receipt or a screenshot of an email from the cash machine provider. It must include:
\n· the cash machine provider’s name
\n· the date and time of the payment
\n· the payment amount
\n· confirmation that the cash machine provider won’t be claiming the money
\nYou can send this to us by messaging us in the Starling app. We’ll then review it and see if we can refund the money to your account.
\nIf you can't get proof, you'll need to wait until the transaction shows as 'Settled' to take further steps. See below for what to do when the translation is 'Settled'.
\nIf the transaction is ‘Settled’
\nThe cash machine provider may automatically refund you if there was a mistake.
\nYou can ask us to raise a dispute for you:
\n1. Log in to online banking at www.starlingbank.com
\n2. Scroll down to your transaction feed.
\n3. Find and select the transaction.
\n4. Select Need help with this transaction?.
\n5. Select I didn't receive some or all of the cash from the ATM.
\nImportant information about disputes
\n· Once you raise a dispute, we have up to 120 days from the date the transaction was ‘settled’ to raise a chargeback with Mastercard. This means we’ll ask Mastercard to reverse the payment so the money goes back into your account.
\n· If you don’t raise a dispute within 120 days, we can’t help you claim your money back.
\n· When you raise a dispute, you're asking us to try to claim back your money. We can’t promise we’ll get it back, but we'll do everything we can to help when reviewing any information you share with us.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":60,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915827972870848567,"question":"What are Starling Spaces?","answer":"Spaces are an easy and visual way to set aside money for the stuff that’s important to you. You can create a virtual card, set up automatic transfers, and save the change from transactions made on your main account through round-ups.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915628149673314469,"question":"What are Starling Spaces?","answer":"Spaces are an easy and visual way to set aside money for the stuff that’s important to you. You can create a virtual card, set up automatic transfers, and save the change from transactions made on your main account through round-ups.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915790761653324852,"question":"What interest rate is paid on current account balances? ","answer":"We don’t currently pay interest on any of our current accounts or foreign currency accounts. You may be able to apply for one of our savings products that pay interest. Go to the ‘Spaces’ section of the app to learn more. These are subject to eligibility.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Account features","featured":true,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["joint"]},{"id":3915599501959578201,"question":"What interest rate is paid on current account balances? ","answer":"We don’t currently pay interest on any of our current accounts or foreign currency accounts. You may be able to apply for one of our savings products that pay interest. Go to the ‘Spaces’ section of the app to learn more. These are subject to eligibility.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account features","featured":true,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal"]},{"id":3915850288000486775,"question":"Do you offer an overdraft on business Euro accounts?","answer":"Arranged overdraft facilities are not yet being offered on currency accounts.
\nIf you go into an overdraft, we will not charge you interest but do require you to repay all amounts outstanding immediately. If you do not repay the amount outstanding by the end of the same day, we consider you to be in arrears.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Euro accounts","subcategory":"Borrowing","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3755017600191253941,"question":"I've managed to spend over my overdraft limit. How did this happen?","answer":"Usually, we reject any payments that would mean you’d spend more than your agreed overdraft limit. The only exceptions are:
\nIf this happens, we’ll let you know straight away.
\nYou will not be charged interest on balances over your overdraft limit, however it is still important that you pay off the amount though to avoid your account going into arrears.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3754322915162800316,"question":"I'm overdrawn even though I don't have an overdraft. How did this happen?","answer":"Usually, we reject any payments that would mean you'd spend more than what's in your account. The only exceptions are:
\nif the merchant initially authorises a lower amount than the final cost
If the transaction was processed offline, like if you're on a plane or the London Underground
If this happens, we'll let you know straight away.
\nStarling does not charge interest in these situations, however it is still important that you pay off the amount though to avoid your account going into arrears.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915867935802803996,"question":"Why am I being warned about making a payment?","answer":"We do this to try to keep you safe from scams. Scammers often pressure and panic people into making payments, before they've had the chance to think it through properly – at which point, it's too late.
\nSo, whenever you're about to make a large payment to someone new, we show you a warning. We do this to make sure you're fully aware of any risks, and to give you the chance to make sure the payment's genuine before you continue.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":49,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915828457727282476,"question":"Why am I being warned about making a payment?","answer":"We do this to try to keep you safe from scams. Scammers often pressure and panic people into making payments, before they've had the chance to think it through properly – at which point, it's too late.
\nSo, whenever you're about to make a large payment to someone new, we show you a warning. We do this to make sure you're fully aware of any risks, and to give you the chance to make sure the payment's genuine before you continue.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":72,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915699865448235922,"question":"Why am I being warned about making a payment?","answer":"We do this to try to keep you safe from scams. Scammers often pressure and panic people into making payments, before they've had the chance to think it through properly – at which point, it's too late.
\nSo, whenever you're about to make a large payment to someone new, we show you a warning. We do this to make sure you're fully aware of any risks, and to give you the chance to make sure the payment's genuine before you continue.
\nSee our page on how to protect yourself from fraud for more information: https://www.starlingbank.com/mobile-banking-security/fraud/
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":45,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915835955959447878,"question":"How do you know if the payment I am making is a scam?","answer":"We can't know for sure if the payment you're about to make is a scam. But we use what we've learned from previous fraud cases to try to prevent new ones.
\nThis means we'll block payments that appear to be 'high-risk'. We understand this can be frustrating if you're making a genuine payment. We won't get it right every time, but we have to put measures like these in place to help keep our customers' money safe.
\nWe'll never call you to ask you to make or approve a payment, but a common tactic used by scammers is to call someone and pretend to be from their bank. The latest version of the Starling app will check if we're calling you, so you can see if it's really us on the phone. We'll show you a message on your home screen or when you make a payment in the app to let you know.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":71,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915610250663052325,"question":"How do you know if the payment I am making is a scam?","answer":"We can't know for sure if the payment you're about to make is a scam. But we use what we've learned from previous fraud cases to try to prevent new ones.
\nThis means we'll block payments that appear to be 'high-risk'. We understand this can be frustrating if you're making a genuine payment. We won't get it right every time, but we have to put measures like these in place to help keep our customers' money safe.
\nWe'll never call you to ask you to make or approve a payment, but a common tactic used by scammers is to call someone and pretend to be from their bank. The latest version of the Starling app will check if we're calling you, so you can see if it's really us on the phone. We'll show you a message on your home screen or when you make a payment in the app to let you know.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915733940360200582,"question":"How do you know if the payment I am making is a scam?","answer":"We can't know for sure if the payment you're about to make is a scam. But we use what we've learned from previous fraud cases to try to prevent new ones.
\nThis means we'll block payments that appear to be 'high-risk'. We understand this can be frustrating if you're making a genuine payment. We won't get it right every time, but we have to put measures like these in place to help keep our customers' money safe.
\nWe'll never call you to ask you to make or approve a payment, but a common tactic used by scammers is to call someone and pretend to be from their bank. The latest version of the Starling app will check if we're calling you, so you can see if it's really us on the phone. We'll show you a message on your home screen or when you make a payment in the app to let you know.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":48,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915775116063427400,"question":"What should I do if my card is lost or stolen?","answer":"You should lock your card as soon as possible:
\n1. Open the Starling app.
\n2. Go to Cards.
\n3. Tap the toggle to Card locked.
\nLocking your card means no one can use it. Your mobile wallet will also stop working for payments linked to that card.
\nIf you find your card again, you can just unlock it – no need to order a new one.
\nCancel and replace your card
\nIf you're sure your card is lost or stolen, cancel it in the app and we'll send you a new one:
\n1. Tap Cards.
\n2. Scroll down and choose Cancel & replace card.
\n3. Tap Lost or stolen.
\n4. Follow the on-screen instructions.
\nOnce you've ordered your replacement card, you can add the new card to your mobile wallet right away. This means you keep spending before your new physical card arrives.
\nIf any payments on your account don't look familiar, or you can't access the app, call us on 0207 9304 450. We're here to help 24/7.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":true,"priority":4,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915753161321893160,"question":"What should I do if my card is lost or stolen?","answer":"You should lock your card as soon as possible:
\n1. Open the Starling app.
\n2. Go to Cards.
\n3. Tap the toggle to Card locked.
\nLocking your card means no one can use it. Your mobile wallet will also stop working for payments linked to that card.
\nIf you find your card again, you can just unlock it – no need to order a new one.
\nCancel and replace your card
\nIf you're sure your card is lost or stolen, cancel it in the app and we'll send you a new one:
\n1. Tap Cards.
\n2. Scroll down and choose Cancel & replace card.
\n3. Tap Lost or stolen.
\n4. Follow the on-screen instructions.
\nOnce you've ordered your replacement card, you can add the new card to your mobile wallet right away. This means you keep spending before your new physical card arrives.
\nIf any payments on your account don't look familiar, or you can't access the app, call us on 0207 9304 450. We're here to help 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":true,"priority":27,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915710787770073206,"question":"What should I do if my card is lost or stolen?","answer":"You should lock your card as soon as possible:
\n1. Open the Starling app.
\n2. Go to Cards.
\n3. Tap the toggle to Card locked.
\nLocking your card means no one can use it. Your mobile wallet will also stop working for payments linked to that card.
\nIf you find your card again, you can just unlock it – no need to order a new one.
\nCancel and replace your card
\nIf you're sure your card is lost or stolen, cancel it in the app and we'll send you a new one:
\n1. Tap Cards.
\n2. Scroll down and choose Cancel & replace card.
\n3. Tap Lost or stolen.
\n4. Follow the on-screen instructions.
\nOnce you've ordered your replacement card, you can add the new card to your mobile wallet right away. This means you keep spending before your new physical card arrives.
\nIf any payments on your account don't look familiar, or you can't access the app, call us on 0207 9304 450. We're here to help 24/7.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":false,"priority":2,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915824992020548078,"question":"How can I tell if a payment request is a scam?\n","answer":"To trick you into sending them money, scammers might:
\ntell you they're from Starling Bank, HMRC, the police, or another authority
\nsay your money is at risk, and that you need to pay or move it to keep it safe
\ntry to get you to act quickly by telling you something is urgent
\nask you to share a security code sent to you by text – you should never share this with them or anyone else
\nask you to log in to your online banking
\ntry to trick you into investing your money
\nuse a fake online identity to gain your affection and trust
\nIf you spot any of these signs, hang up and call us straight away on 159. Or message us through the app. We're here for you 24/7.
\nYou can also check your call status on the app's home and payment screens to see if you're genuinely on a call with us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":47,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915861867929291911,"question":"How can I tell if a payment request is a scam?\n","answer":"To trick you into sending them money, scammers might:
\ntell you they're from Starling Bank, HMRC, the police, or another authority
\nsay your money is at risk, and that you need to pay or move it to keep it safe
\ntry to get you to act quickly by telling you something is urgent
\nask you to share a security code sent to you by text – you should never share this with them or anyone else
\nask you to log in to your online banking
\ntry to trick you into investing your money
\nuse a fake online identity to gain your affection and trust
\nIf you spot any of these signs, hang up and call us straight away on 159. Or message us through the app. We're here for you 24/7.
\nYou can also check your call status on the app's home and payment screens to see if you're genuinely on a call with us.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":43,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915798577929538338,"question":"How can I tell if a payment request is a scam?","answer":"To trick you into sending them money, scammers might:
\ntell you they're from Starling Bank, HMRC, the police, or another authority
\nsay your money is at risk, and that you need to pay or move it to keep it safe
\ntry to get you to act quickly by telling you something is urgent
\nask you to share a security code sent to you by text – you should never share this with them or anyone else
\nask you to log in to your online banking
\ntry to trick you into investing your money
\nuse a fake online identity to gain your affection and trust
\nIf you spot any of these signs, hang up and call us straight away on 159. Or message us through the app. We're here for you 24/7.
\nYou can also check your call status on the app's home and payment screens to see if you're genuinely on a call with us.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":70,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915868896859866260,"question":"Why hasn’t the international payment I sent arrived?\n","answer":"Here are a few reasons why your international payment might not have arrived:
\nThe payment may still be going through
\nSometimes international payments can take a little longer than expected to go through.
\nThe payment may have been sent back
\nSometimes payments don't go through and get sent back, for reasons we can't control.
\nIf this happens, any fees you paid when sending the payment won't be refunded. And you may get a little less than you originally sent if the exchange rate changes.
\nThe payment details may be wrong
\nIf you added the wrong payee details, the payment could be delayed or might not go through. We'll try to help you get the money back, but it's not always possible.
\nWhat to do if the payment still hasn't arrived
\nYou can check the delivery time in your payment confirmation, which you can share with the payee. To download and share this document:
\n1. Open the Starling app.
\n2. Select the transaction in your payment feed.
\n3. Tap Payment confirmation (PDF).
\n4. Tap Export.
\n5. Select how you'd like to share the document.
\nIf the person you sent the money to still hasn't got it by the expected delivery time, let us know as soon as possible.
\nNeed more help? You can message us in the app or call us on 0207 930 4450. We're here for you 24/7.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FX_TRANSFER"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FX_TRANSFER"]},{"id":3915679981900351246,"question":"Why hasn’t the international payment I sent arrived?\n","answer":"Here are a few reasons why your international payment might not have arrived:
\nThe payment may still be going through
\nSometimes international payments can take a little longer than expected to go through.
\nThe payment may have been sent back
\nSometimes payments don't go through and get sent back, for reasons we can't control.
\nIf this happens, any fees you paid when sending the payment won't be refunded. And you may get a little less than you originally sent if the exchange rate changes.
\nThe payment details may be wrong
\nIf you added the wrong payee details, the payment could be delayed or might not go through. We'll try to help you get the money back, but it's not always possible.
\nWhat to do if the payment still hasn't arrived
\nYou can check the delivery time in your payment confirmation, which you can share with the payee. To download and share this document:
\n1. Open the Starling app.
\n2. Select the transaction in your payment feed.
\n3. Tap Payment confirmation (PDF).
\n4. Tap Export.
\n5. Select how you'd like to share the document.
\nIf the person you sent the money to still hasn't got it by the expected delivery time, let us know as soon as possible.
\nNeed more help? You can message us in the app or call us on 0207 930 4450. We're here for you 24/7.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FX_TRANSFER"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FX_TRANSFER"]},{"id":3915631976340145081,"question":"Why hasn’t the international payment I sent arrived?\n","answer":"Here are a few reasons why your international payment might not have arrived:
\nThe payment may still be going through
\nSometimes international payments can take a little longer than expected to go through.
\nThe payment may have been sent back
\nSometimes payments don't go through and get sent back, for reasons we can't control.
\nIf this happens, any fees you paid when sending the payment won't be refunded. And you may get a little less than you originally sent if the exchange rate changes.
\nThe payment details may be wrong
\nIf you added the wrong payee details, the payment could be delayed or might not go through. We'll try to help you get the money back, but it's not always possible.
\nWhat to do if the payment still hasn't arrived
\nYou can check the delivery time in your payment confirmation, which you can share with the payee. To download and share this document:
\n1. Open the Starling app.
\n2. Select the transaction in your payment feed.
\n3. Tap Payment confirmation (PDF).
\n4. Tap Export.
\n5. Select how you'd like to share the document.
\nIf the person you sent the money to still hasn't got it by the expected delivery time, let us know as soon as possible.
\nNeed more help? You can message us in the app or call us on 0207 930 4450. We're here for you 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":46,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":["FX_TRANSFER"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FX_TRANSFER"]},{"id":3915708331437082859,"question":"How can I access my account on a new phone or device? \n","answer":"To use the Starling app on a new device, you’ll need to:
\nThis should be a device that only you own and can access.
\nIf you’ve changed your mobile number too
\nIf you can still access the Starling app on your old device, you’ll need to update your mobile number first:
\nIf you no longer have access to the app on your old device, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":48,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915662217806563352,"question":"How can I access my account on a new phone or device? \n","answer":"To use the Starling app on a new device, you’ll need to:
\nThis should be a device that only you own and can access.
\nIf you’ve changed your mobile number too
\nIf you can still access the Starling app on your old device, you’ll need to update your mobile number first:
\nIf you no longer have access to the app on your old device, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915778549265026135,"question":"How can I access my account on a new phone or device? \n","answer":"To use the Starling app on a new device, you’ll need to:
\nThis should be a device that only you own and can access.
\nIf you’ve changed your mobile number too
\nIf you can still access the Starling app on your old device, you’ll need to update your mobile number first:
\nIf you no longer have access to the app on your old device, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915791193446434348,"question":"How do I update the mobile number on my account?\n","answer":"If you’re still logged in to the Starling app, here’s how to update your number:
\nIf you aren’t logged in to the app or you have a new device, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["BUSINESS"],"category":"Account support","subcategory":"Account management","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915846744107273232,"question":"How do I update the mobile number on my account?\n","answer":"If you’re still logged in to the Starling app, here’s how to update your number:
\nIf you aren’t logged in to the app or you have a new device, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":46,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915648888457547252,"question":"How do I update the mobile number on my account?\n","answer":"If you’re still logged in to the Starling app, here’s how to update your number:
\nIf you aren’t logged in to the app or you have a new device, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915835007264639831,"question":"How can I cancel a pending or failed payment?\n","answer":"Pending payments can’t usually be cancelled. But they’ll automatically go back into your account if the merchant doesn’t collect the money. This can take up to 8 days after the original payment date.
\nFor pre-authorised payments, like those for a hotel or car rental, it can take up to 31 days for the money to show in your account again.
\nIf the payment was cancelled or failed, you might be able to get your money back sooner by sending us proof from the merchant.
\nThis proof could be a void receipt or a screenshot of an email from the merchant. It must include:
\nWe can only accept screenshots of emails or messages from the merchant. We can’t accept forwarded or attached emails.
\nYou can attach your screenshot(s) by messaging us in the Starling app. Please include any other information we need in your message so we can help you get your money back faster.
\nIf a payment doesn’t look familiar, and you think it may be fraudulent, please call or send us a live chat message through the app straight away.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":28,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915633750673410303,"question":"How can I cancel a pending or failed payment?\n","answer":"Pending payments can’t usually be cancelled. But they’ll automatically go back into your account if the merchant doesn’t collect the money. This can take up to 8 days after the original payment date.
\nFor pre-authorised payments, like those for a hotel or car rental, it can take up to 31 days for the money to show in your account again.
\nIf the payment was cancelled or failed, you might be able to get your money back sooner by sending us proof from the merchant.
\nThis proof could be a void receipt or a screenshot of an email from the merchant. It must include:
\nWe can only accept screenshots of emails or messages from the merchant. We can’t accept forwarded or attached emails.
\nYou can attach your screenshot(s) by messaging us in the Starling app. Please include any other information we need in your message so we can help you get your money back faster.
\nIf a payment doesn’t look familiar, and you think it may be fraudulent, please call or send us a live chat message through the app straight away.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":19,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915778129039541653,"question":"How much does it cost to make an international payment?","answer":"When you send an international payment from your Starling account, there are two fees:
\nBefore you send an international payment in the app, we’ll always show you:
\nYou have two options for making international payments:
\nSee our full list of costs for each currency.
\nThe person you send money to might also have to pay a fee to their bank. If this happens, they'll receive a little less than you sent.
\nUnfortunately, we have no control over whether your payee’s bank charges a fee for receiving payments.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915765063671564032,"question":"How much does it cost to make an international payment?","answer":"When you send an international payment from your Starling account, there are two fees:
\nBefore you send an international payment in the app, we’ll always show you:
\nYou have two options for making international payments:
\nSee our full list of costs for each currency.
\nThe person you send money to might also have to pay a fee to their bank. If this happens, they'll receive a little less than you sent.
\nUnfortunately, we have no control over whether your payee’s bank charges a fee for receiving payments.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":38,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915626513681696199,"question":"How much does it cost to make an international payment?","answer":"When you send an international payment from your Starling account, there are two fees:
\nBefore you send an international payment in the app, we’ll always show you:
\nYou have two options for making international payments:
\nSee our full list of costs for each currency.
\nThe person you send money to might also have to pay a fee to their bank. If this happens, they'll receive a little less than you sent.
\nUnfortunately, we have no control over whether your payee’s bank charges a fee for receiving payments.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915680454232001693,"question":"How can I change my phone/device?","answer":"How can I log in to the app on my new phone or device?
\nTo use the Starling app on your new device, you’ll need to:
\nThis should be a device that only you own and can access.
\nIf you can still access the Starling app on your current device:
\nIf you no longer have access to the app, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915794273814334715,"question":"How can I change my phone/device?","answer":"How can I log in to the app on my new phone or device?
\nTo use the Starling app on your new device, you’ll need to:
\nThis should be a device that only you own and can access.
\nIf you can still access the Starling app on your current device:
\nIf you no longer have access to the app, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915615858712006241,"question":"How can I change my phone/device?","answer":"How can I log in to the app on my new phone or device?
\nTo use the Starling app on your new device, you’ll need to:
\nThis should be a device that only you own and can access.
\nIf you can still access the Starling app on your current device:
\nIf you no longer have access to the app, call us on 0207 930 4450 so we can help you log in. We’re here for you 24/7.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915664870972737578,"question":"Do i need to pay tax on the interest paid to me?","answer":"The interest you earn from your Starling account might be taxable. This is because we pay 'gross' interest, which means we don't deduct any tax you might owe on the interest you earn.
\nFor joint accounts, interest earned will be split equally between the account holders.
\nYou may benefit from a Personal Savings Allowance that varies depending on your other sources of income. You can find out more about this at www.gov.uk/apply-tax-free-interest-on-savings
\nYou may need to declare the interest you earn in your self-assessment tax return – you can access an interest statement in the Starling app if you need one.
\nIf you don't need to send a self-assessment tax return to HMRC, they'll usually let you know how much tax to pay. If you're employed, they may collect it through your tax code.
\nThe tax you have to pay will depend on your circumstances, and the rules could change in the future.
\nThe information on this page isn't tax advice. If you’re unsure about owing tax on your interest, you should speak to an accountant or tax advisor.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915633443199077413,"question":"Do i need to pay tax on the interest paid to me?","answer":"The interest you earn from your Starling account might be taxable. This is because we pay 'gross' interest, which means we don't deduct any tax you might owe on the interest you earn.
\nFor joint accounts, interest earned will be split equally between the account holders.
\nYou may benefit from a Personal Savings Allowance that varies depending on your other sources of income. You can find out more about this at www.gov.uk/apply-tax-free-interest-on-savings
\nYou may need to declare the interest you earn in your self-assessment tax return – you can access an interest statement in the Starling app if you need one.
\nIf you don't need to send a self-assessment tax return to HMRC, they'll usually let you know how much tax to pay. If you're employed, they may collect it through your tax code.
\nThe tax you have to pay will depend on your circumstances, and the rules could change in the future.
\nThe information on this page isn't tax advice. If you’re unsure about owing tax on your interest, you should speak to an accountant or tax advisor.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915688995687911401,"question":"Why can’t I authorise my bulk payment?","answer":"If you can’t make your bulk payment, it might be because there isn’t enough money in your account. To fix this, you can either:
\nA person with significant control (PSC) owns or controls a limited company or limited liability partnership (LLP). They usually have at least 25% of shares or voting rights in a business. Or they can appoint or remove most of a company’s directors.
\nLimited companies and LLPs must keep an up-to-date PSC register with details of all PSCs. And this information should be shared with Companies House.
\nAs a regulated bank, we have to identify and verify all PSCs in a LLP company when someone applies for a business account.
\nA director is responsible for running a business and managing its day-to-day activities.
\nDirectors may also hold shares or voting rights, and their details must be kept up to date on the Companies House register too.
\nAt Starling, company directors can access their business account when it’s set up.
\nThey must pass our verification checks and meet our eligibility criteria to open an account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5293277381537909604,"question":"What happens to my mobile wallet if my phone is lost or stolen?","answer":"If your smartphone is lost or stolen, call us as soon as possible on:
\nWhen you call us, we'll lock or cancel your physical card to stop any more payments from it. Doing this will also lock or cancel the card in your mobile wallet.
\nWe're here 24/7 to help you to keep your money safe.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5294929907153849594,"question":"What happens to my mobile wallet if I lose my mobile phone?","answer":"If your smartphone is lost or stolen, call us as soon as possible on:
\nWhen you call us, we’ll lock or cancel your physical card to stop any more payments from it. Doing this will also lock or cancel the card in your mobile wallet.
\nWe’re here 24/7 to help you to keep your money safe.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1432645182743267346,"question":"What do I need to use SignVideo?","answer":"You'll need these things to use SignVideo:
\nWhen you set up a new payee or update the details of an existing one, we check the details with their bank. This is to:
\nIf there’s a partial or no match, we’ll let you know before you send the payee any money. This may happen if their bank doesn’t use Confirmation of Payee (CoP) to verify names on their accounts.
\nWhenever there’s a partial or no match, we recommend you:
\nIf you’re sure the payee’s details are correct, you can go ahead with the payment.
\nBut, if the payee’s name doesn’t match, the money might go to the wrong account or it could be a fraudulent payment. This means we may not be able to get it back.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":67,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915838518191673146,"question":"How many bulk payments can I make each month? \n","answer":"You can upload as many bulk payment files as you need. But you can only make up to 250 payments across all those files each month.
\nFor example, if you upload one bulk payment file with 250 payments on the first day of the month, you won’t be able to upload more files until the next month.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5295221912910644815,"question":"Is it safe to use my card in my mobile wallet?\n","answer":"Yes. When you pay from a mobile wallet, your real card number isn’t shared with the merchant – whether you’re shopping online or in-store.
\nInstead, a unique card number is created for each payment. This is then encrypted and stored securely on your device. Each payment is also verified with a one-time security code.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915864135699940008,"question":"I’ve authorised my bulk payment but not all the payments have been sent, why is this?","answer":"If some payments in your bulk payment file haven’t gone through, it means you need to share some more information about them.
\nTo do this:
\nYou may also get a notification from us asking for information about the payments. If you tap this, it will take you straight to Payments.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915680012066377343,"question":"I have a sole trader account. What name should my customers use to pay me?\n","answer":"Your customers need to use your personal name, and not your trading name, when sending money to your sole trader account.
\nThis is because the account’s registered in your personal name, and the payment details must match this.
\nIf a customer uses your trading name when setting you up as a payee, their bank might warn them the details don’t match. This could make them worry about sending money to the wrong place or potential fraud, leading to delays or even stopping the payment.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":44,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915662092221959942,"question":"How does ‘Save as draft’ work?","answer":"When setting up a bulk payment, you can save it as a draft after you’ve:
\nThis lets you save your bulk payment so you can come back to it later.
\nYou’ll find all saved drafts on the Home screen, in the Bulk Payments tab.
\nWhen you’re ready to send a bulk payment, select the draft, then Authorise payment on phone.
\nOnce you’ve authorised the payment using your phone, we’ll start processing it.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915639483572963851,"question":"How do I activate my Connected Card? \n","answer":"To use your Connected Card, you'll need to activate it after it arrives:
\nConnected Cards have 'Connected' printed on the front and back. Or, they’ll have the name of your connected Space.
\nThis makes it easier to tell the card apart when you give it to someone you trust, like a friend or family member.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915702150923764094,"question":"Do I need to add new payees before making a bulk payment? ","answer":"No, you don’t need to add payees first. You can make a bulk payment to people or businesses that aren’t already on your account’s payee list.
\nOnce you make a bulk payment, they’ll automatically be added as payees. This makes it easier for you to send them money in the future.
\nIf you need to change a payee's name to match what's on their bank account, that updated name will be saved and used for all future payments you send them.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915795891550831970,"question":"Can I use my own payroll file for bulk payments?\n","answer":"It’s best to use our template file to avoid any mistakes with your bulk payments.
\nBut, if you prefer, you can use a payment file from your payroll system – as long as the column names and order are exactly the same as our template.
\nThe file you use must also be in one of these formats:
\nNo – you’ll never pay more to sign up for a product or service through Starling’s Marketplace. We make that part of every new contract we sign with companies we list on the Marketplace, and we’ll always tell you if we take commission.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Business Marketplace","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915770726209635685,"question":"Will I pay more if I use Starling’s Marketplace to purchase third party services than if I purchase directly?","answer":"No – you’ll never pay more to sign up for a product or service through Starling’s Marketplace. We make that part of every new contract we sign with companies we list on the Marketplace, and we’ll always tell you if we take commission.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Marketplace","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915877939140642495,"question":"Why have I been charged £99/£100/£120 after using Pay at Pump? \n","answer":"Most pay at pump machines will put a temporary hold of up to £120 on your card. This is to make sure you what you spend is covered. The amount will update to what you actually spent later.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":22,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915626034746641117,"question":"Why have I been charged £99/£100/£120 after using Pay at Pump? \n","answer":"Most pay at pump machines will put a temporary hold of up to £120 on your card. This is to make sure you what you spend is covered. The amount will update to what you actually spent later.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":26,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915625494833545527,"question":"Why has my outbound payment not been sent?","answer":"This could be for a number of reasons. There may not be enough money in your account or the payee details could be incorrect.
\nIn some cases the payment might be pending whilst we review it.
\nIf you need further information or the payment is urgent get in touch with our customer service team on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":66,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915859985744674844,"question":"Why has my outbound payment not been sent?","answer":"This could be for a number of reasons. There may not be enough money in your account or the payee details could be incorrect.
\nIn some cases the payment might be pending whilst we review it.
\nIf you need further information or the payment is urgent get in touch with our customer service team on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":43,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915834807968548801,"question":"Why has my outbound payment not been sent?","answer":"This could be for a number of reasons. There may not be enough money in your account or the payee details could be incorrect.
\nIn some cases the payment might be pending whilst we review it.
\nIf you need further information or the payment is urgent get in touch with our customer service team on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915644083164692544,"question":"Why has my cheque been rejected?","answer":"Common reasons we may reject your cheque:
\nIf your cheque doesn't meet the requirements listed here, ask the issuer to write you another cheque or pay you by another means. Please make sure the new cheque adheres to the guidance above.
\nIn some instances, we might accept the cheque but the sending bank reject it. For example, if there are insufficient funds in the account, or the signature on the cheque doesn't match the bank records.
\nIf your issue isn't listed here or you need further information contact Customer Services on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915828048044967258,"question":"Why has my cheque been rejected?","answer":"Common reasons we may reject your cheque:
\nIf your cheque doesn't meet the requirements listed here, ask the issuer to write you another cheque or pay you by another means. Please make sure the new cheque adheres to the guidance above.
\nIn some instances, we might accept the cheque but the sending bank reject it. For example, if there are insufficient funds in the account, or the signature on the cheque doesn't match the bank records.
\nIf your issue isn't listed here or you need further information contact Customer Services on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915784386813968641,"question":"Why has my cheque been rejected?","answer":"Common reasons we may reject your cheque:
\nIf your cheque doesn't meet the requirements listed here, ask the issuer to write you another cheque or pay you by another means. Please make sure the new cheque adheres to the guidance above.
\nIn some instances, we might accept the cheque but the sending bank reject it. For example, if there are insufficient funds in the account, or the signature on the cheque doesn't match the bank records.
\nIf your issue isn't listed here or you need further information contact Customer Services on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915634615141482560,"question":"Why doesn't my card work at pay at pump?","answer":"Some customers may not be able to pay at the pump, and instead, will need to pay at the till. If this happens to you, don’t worry; it’s just due to certain security measures. You haven’t done anything wrong, and your account is safe.
\nWe do review accounts regularly, so this feature may become available in the future.
\nIf you have any other questions about this, message us in-app or call us on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":1,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915636934218238313,"question":"Why doesn't my card work at pay at pump?","answer":"Some customers may not be able to pay at the pump, and instead, will need to pay at the till. If this happens to you, don’t worry; it’s just due to certain security measures. You haven’t done anything wrong, and your account is safe.
\nWe do review accounts regularly, so this feature may become available in the future.
\nIf you have any other questions about this, message us in-app or call us on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":1,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915809939521751181,"question":"Why doesn't my card work at pay at pump?","answer":"Some customers may not be able to pay at the pump, and instead, will need to pay at the till. If this happens to you, don’t worry; it’s just due to certain security measures. You haven’t done anything wrong, and your account is safe.
\nWe do review accounts regularly, so this feature may become available in the future.
\nIf you have any other questions about this, message us in-app or call us on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":24,"context":{"appScreen":["TRANSACTION","CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":["MASTER_CARD"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:MASTER_CARD"]},{"id":3915865474604482562,"question":"Why can’t my family/friend send me a payment using Settle Up?","answer":"There are many reasons why someone can’t send you a payment using your Settle Up link. Some of the most common reasons are:
\nIf they still can’t make a payment after checking the above, contact Customer Services in-app or on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826242034355833,"question":"Why can’t my family/friend send me a payment using Settle Up?","answer":"There are many reasons why someone can’t send you a payment using your Settle Up link. Some of the most common reasons are:
\nIf they still can’t make a payment after checking the above, contact Customer Services in-app or on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":65,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915738810408848015,"question":"Why can’t I split a payment?","answer":"If you're unable to see the 'Split payment' option for a payment on your feed, check the following apply:
\nBusiness and Sole Trader account payments can only be split into Spaces, not other accounts.
\nIf you’re still having problems splitting a payment, please get in touch in-app or on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":42,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915795979128488410,"question":"Why can’t I split a payment?","answer":"If you're unable to see the 'Split payment' option for a payment on your feed, check the following apply:
\nBusiness and Sole Trader account payments can only be split into Spaces, not other accounts.
\nIf you’re still having problems splitting a payment, please get in touch in-app or on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":64,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915810524736077907,"question":"Why can’t I split a payment?","answer":"If you're unable to see the 'Split payment' option for a payment on your feed, check the following apply:
\nBusiness and Sole Trader account payments can only be split into Spaces, not other accounts.
\nIf you’re still having problems splitting a payment, please get in touch in-app or on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":38,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915716571631665885,"question":"Where can I use my virtual cards?","answer":"You can use a virtual card online and in-store by adding it to your mobile wallet.
\nPlaces you can't use your Virtual card:
\nYou also can’t use it for payments that need a physical card as proof of payment, like hotel bookings or train tickets you bought online.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915682772816186205,"question":"Where can I use my virtual cards?","answer":"You can use a virtual card online and in-store by adding it to your mobile wallet.
\nPlaces you can't use your Virtual card:
\nYou also can’t use it for payments that need a physical card as proof of payment, like hotel bookings or train tickets you bought online.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915612059652737214,"question":"What name should I enter if the payee is known by a different name to their full name, such as their middle name?","answer":"You will need to enter the payee’s name as it appears on their bank account to receive a 'match'. If you don't know this, you should contact the payee using a secure channel to confirm the name held on their account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":41,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915619881229305592,"question":"What name should I enter if the payee is known by a different name to their full name, such as their middle name?","answer":"You will need to enter the payee’s name as it appears on their bank account to receive a 'match'. If you don't know this, you should contact the payee using a secure channel to confirm the name held on their account.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915717816567678956,"question":"What name should I enter if the payee is known by a different name to their full name, such as their middle name?","answer":"You will need to enter the payee’s name as it appears on their bank account to receive a 'match'. If you don't know this, you should contact the payee using a secure channel to confirm the name held on their account.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":63,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915852266354655515,"question":"What limits does my card have? ","answer":"You can spend up to £10,000 (or the equivalent in other currencies) per day on your Starling card.
\nThe maximum limit is £100 per contactless payment in the UK. If you need to pay more than £100, you can use Chip and PIN. After a total of £300 in cumulative contactless transactions, you’ll need to use Chip and PIN for a transaction to reset the limit. Each country has its own contactless limits. You may need to use Chip and PIN for amounts lower than £100 depending on where you are.
\nYou can make up to 6 cash withdrawals per day, with a daily limit of £300 or equivalent.
\nVirtual cards have a limit of £500 per day.
\nYou can make up to 50 payments per day using any card, physical or virtual.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915665681408083676,"question":"What is the exchange rate on the weekend for transfers between GBP personal/business, EUR personal/business and USD business accounts?","answer":"As currency markets aren't open on weekends, you'll get an exchange rate that we set. This rate will take into account any possible fluctuations in currency value. You will always see the rate before making the payment.
\nYou also have the option of waiting until Monday morning to make the payment at the market rate.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915773897917220411,"question":"What is the exchange rate on the weekend for transfers between GBP personal/business, EUR personal/business and USD business accounts?","answer":"As currency markets aren't open on weekends, you'll get an exchange rate that we set. This rate will take into account any possible fluctuations in currency value. You will always see the rate before making the payment.
\nYou also have the option of waiting until Monday morning to make the payment at the market rate.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915856675451125884,"question":"What is Confirmation of Payee (CoP)?","answer":"We use Confirmation of Payee (CoP) to check if a new payees name and account details match to an existing account.
\nWe’ll tell you if the details are a match, a close match, or don’t match at all.
\nWe’ll also tell you if we couldn’t check the payee’s details. This might be because their bank doesn’t support CoP, or they’ve opted out of CoP. You can find out more about opting out of CoP in this FAQ https://help.starlingbank.com/personal/topics/sending-and-receiving-money/can-i-opt-out-of-confirmation-of-payee-cop/
\nNever feel pressured to make a payment if the details don’t match or if the account can’t be checked. If you’re unsure contact the person to confirm their details. You can also contact us through an in-app message or by calling us on 020 7930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":62,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915870317572278445,"question":"What is Confirmation of Payee (CoP)?","answer":"We use Confirmation of Payee (CoP) to check if a new payees name and account details match to an existing account.
\nWe’ll tell you if the details are a match, a close match, or don’t match at all.
\nWe’ll also tell you if we couldn’t check the payee’s details. This might be because their bank doesn’t support CoP, or they’ve opted out of CoP. You can find out more about opting out of CoP in this FAQ https://help.starlingbank.com/personal/topics/sending-and-receiving-money/can-i-opt-out-of-confirmation-of-payee-cop/
\nNever feel pressured to make a payment if the details don’t match or if the account can’t be checked. If you’re unsure contact the person to confirm their details. You can also contact us through an in-app message or by calling us on 020 7930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915620364485740219,"question":"What is Confirmation of Payee (CoP)?","answer":"We use Confirmation of Payee (CoP) to check if a new payees name and account details match to an existing account.
\nWe’ll tell you if the details are a match, a close match, or don’t match at all.
\nWe’ll also tell you if we couldn’t check the payee’s details. This might be because their bank doesn’t support CoP, or they’ve opted out of CoP. You can find out more about opting out of CoP in this FAQ https://help.starlingbank.com/personal/topics/sending-and-receiving-money/can-i-opt-out-of-confirmation-of-payee-cop/
\nNever feel pressured to make a payment if the details don’t match or if the account can’t be checked. If you’re unsure contact the person to confirm their details. You can also contact us through an in-app message or by calling us on 020 7930 4450.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915695075156052066,"question":"What if I have pending refunds or chargebacks for a virtual card I have cancelled?","answer":"Pending refunds
\nDepending on how the merchant sends us the money, the payment might be rejected if you’ve cancelled the virtual card. If this happens, you’ll need to contact the merchant and ask them to refund the payment using a different method. The merchant can issue the refund using the original authorisation code or to new card details. If you don't receive the refund from the merchant, you can contact us to raise a dispute.
\nIf we receive a refund to pay into a Space you’ve archived, the money will appear in your main account instead.
\nChargebacks
\nIf you dispute a payment, you can raise a chargeback to get the money returned to your card. If you’ve cancelled your virtual card and your chargeback is accepted, we’ll return the money to the Space it was linked to. If you've archived the Space, the money will appear in your main account instead.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915723213135299980,"question":"What if I have pending refunds or chargebacks for a virtual card I have cancelled?","answer":"Pending refunds
\nDepending on how the merchant sends us the money, the payment might be rejected if you’ve cancelled the virtual card. If this happens, you’ll need to contact the merchant and ask them to refund the payment using a different method. The merchant can issue the refund using the original authorisation code or to new card details. If you don't receive the refund from the merchant, you can contact us to raise a dispute.
\nIf we receive a refund to pay into a Space you’ve archived, the money will appear in your main account instead.
\nChargebacks
\nIf you dispute a payment, you can raise a chargeback to get the money returned to your card. If you’ve cancelled your virtual card and your chargeback is accepted, we’ll return the money to the Space it was linked to. If you've archived the Space, the money will appear in your main account instead.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915728563297469600,"question":"What happens if there’s no money in my space? Will my bills still be paid?","answer":"If you don’t have enough money in your Space and there are pending payments, we'll notify you. You’ll have until 4pm that day to transfer the required amount for your bills into the Space.
\nIf you're unable to make the transfer, the payment won’t be made. If you still need to make the payment, you'll need to contact the merchant.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915613196328127724,"question":"What happens if there’s no money in my space? Will my bills still be paid?","answer":"If you don’t have enough money in your Space and there are pending payments, we'll notify you. You’ll have until 4pm that day to transfer the required amount for your bills into the Space.
\nIf you're unable to make the transfer, the payment won’t be made. If you still need to make the payment, you'll need to contact the merchant.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915685918590453477,"question":"What happens if there’s no money in my space? Will my bills still be paid?","answer":"If you don’t have enough money in your Space and there are pending payments, we'll notify you. You’ll have until 4pm that day to transfer the required amount for your bills into the Space.
\nIf you're unable to make the transfer, the payment won’t be made. If you still need to make the payment, you'll need to contact the merchant.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915657954537196483,"question":"What happens if I lose my phone?","answer":"Please get in touch with our customer service team and we'll disable the app from your lost device. You can contact us on 0207 930 4450 from the UK and abroad.
\nYou'll still be able to use your app on an iPad, Android or Huawei tablet if you've previously logged into it from there.
\nOnce you're set up with your new phone you can just download the app and login, as long as your number hasn't changed.
\nIf you do have a new phone number, please call us first so we can get you logged in.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915759656030521041,"question":"What happens if I lose my phone?","answer":"Please get in touch with our customer service team and we'll disable the app from your lost device. You can contact us on 0207 930 4450 from the UK and abroad.
\nYou'll still be able to use your app on an iPad, Android or Huawei tablet if you've previously logged into it from there.
\nOnce you're set up with your new phone you can just download the app and login, as long as your number hasn't changed.
\nIf you do have a new phone number, please call us first so we can get you logged in.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915645031709099626,"question":"What happens if I lose my phone?","answer":"Please get in touch with our customer service team and we'll disable the app from your lost device. You can contact us on 0207 930 4450 from the UK and abroad.
\nYou'll still be able to use your app on an iPad, Android or Huawei tablet if you've previously logged into it from there.
\nOnce you're set up with your new phone you can just download the app and login, as long as your number hasn't changed.
\nIf you do have a new phone number, please call us first so we can get you logged in.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915799221291076617,"question":"What does \"The name you entered doesn't match the account details at the other banks\" mean?","answer":"You'll see this message if you're trying to add a new payee but the name doesn't match the account details you've entered. This is because we do a Confirmation of Payee (CoP) check, you can find more information about it here https://help.starlingbank.com/personal/topics/sending-and-receiving-money/what-is-confirmation-of-payee-cop/
\nIf you get this message, we recommend you confirm the name of the payee through a trusted channel. For example, if you're paying a business, call the phone number on the official website from a different device. This will help remove any doubt you may have over who you are actually making a payment to.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915605376662587746,"question":"What does \"The name you entered doesn't match the account details at the other banks\" mean?","answer":"You'll see this message if you're trying to add a new payee but the name doesn't match the account details you've entered. This is because we do a Confirmation of Payee (CoP) check, you can find more information about it here https://help.starlingbank.com/personal/topics/sending-and-receiving-money/what-is-confirmation-of-payee-cop/
\nIf you get this message, we recommend you confirm the name of the payee through a trusted channel. For example, if you're paying a business, call the phone number on the official website from a different device. This will help remove any doubt you may have over who you are actually making a payment to.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915778465446250831,"question":"What does \"The name you entered doesn't match the account details at the other banks\" mean?","answer":"You'll see this message if you're trying to add a new payee but the name doesn't match the account details you've entered. This is because we do a Confirmation of Payee (CoP) check, you can find more information about it here https://help.starlingbank.com/personal/topics/sending-and-receiving-money/what-is-confirmation-of-payee-cop/
\nIf you get this message, we recommend you confirm the name of the payee through a trusted channel. For example, if you're paying a business, call the phone number on the official website from a different device. This will help remove any doubt you may have over who you are actually making a payment to.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":61,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915782208681822963,"question":"What do I choose if I am given the option of £ or € at an ATM?","answer":"When withdrawing money from an ATM abroad, you're advised to withdraw in the local currency. So in the UK withdraw in £, in the Eurozone in €, in the US in $.
\nIf you don't, the ATM vendor will determine the foreign exchange conversion rate. This could result in fees and cost you more.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":18,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915764390471158342,"question":"What do I choose if I am given the option of £ or € at an ATM?","answer":"When withdrawing money from an ATM abroad, you're advised to withdraw in the local currency. So in the UK withdraw in £, in the Eurozone in €, in the US in $.
\nIf you don't, the ATM vendor will determine the foreign exchange conversion rate. This could result in fees and cost you more.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":17,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915696505115984692,"question":"Is there a limit to how much cash I can deposit at the Post Office?","answer":"The maximum amount of cash you can pay in across all of your Personal and Joint Current Accounts is £5000 per calendar year. The first £1000 you deposit won't be subject to charges. Cash deposits over £1000 (up to the max limit of £5000) will be charged at 0.7%.
\nYou can deposit up to £1000 per day, with no more than £250 of that in coins. Find your nearest Post Office branch here https://www.postoffice.co.uk/branch-finder.
\nPlease note that your individual annual limits may vary. There are also individual limits on the amount of cash that can be deposited into each Personal and Joint Current Account.
\nPlease get in touch with us via the Help section of the app if you need to find out more.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal"]},{"id":3915776283516224014,"question":"Is there a limit to how much cash I can deposit at the Post Office?","answer":"The maximum amount of cash you can pay in across all of your Personal and Joint Current Accounts is £5000 per calendar year. The first £1000 you deposit won't be subject to charges. Cash deposits over £1000 (up to the max limit of £5000) will be charged at 0.7%.
\nYou can deposit up to £1000 per day, with no more than £250 of that in coins. Find your nearest Post Office branch here https://www.postoffice.co.uk/branch-finder.
\nPlease note that your individual annual limits may vary. There are also individual limits on the amount of cash that can be deposited into each Personal and Joint Current Account.
\nPlease get in touch with us via the Help section of the app if you need to find out more.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["joint"]},{"id":3915765547864899981,"question":"I've lost my card abroad. Can you send me a new one?","answer":"If you're abroad and your card has been lost or stolen, please get in touch with our Customer Service team. You can message us in-app or give us a call on +44 207 930 4450 and we'll see what we can do!
\nIf we can send your card overseas to you, there'll be a £10 charge for this service.
\nIn the meantime, you can still use any virtual cards or your mobile wallet if you have set this up.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915673923547188348,"question":"I've lost my card abroad. Can you send me a new one?","answer":"If you're abroad and your card has been lost or stolen, please get in touch with our Customer Service team. You can message us in-app or give us a call on +44 207 930 4450 and we'll see what we can do!
\nIf we can send your card overseas to you, there'll be a £10 charge for this service.
\nIn the meantime, you can still use any virtual cards or your mobile wallet if you have set this up.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915682000430776539,"question":"I've lost my card abroad. Can you send me a new one?","answer":"If you're abroad and your card has been lost or stolen, please get in touch with our Customer Service team. You can message us in-app or give us a call on +44 207 930 4450 and we'll see what we can do!
\nIf we can send your card overseas to you, there'll be a £10 charge for this service.
\nIn the meantime, you can still use any virtual cards or your mobile wallet if you have set this up.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915627107973153094,"question":"I’ve bought something but it’s not of the quality promised/it appears to be fake/counterfeit, what should I do? ","answer":"The first thing to do is contact the company you purchased the item from directly. They may be able to offer you a refund, a replacement, or fix the item. This is often the easiest and quickest way to resolve the issue.
\nIf you’re unable to resolve it with them, you can raise a dispute.
\nTo do this:
\nThe first thing to do is contact the company directly and find out why you've been overcharged. This is often the easiest and quickest way to resolve this issue.
\nIf you’re unable to come to an agreement with the company, you can raise a dispute.
\nTo do this:
\nThe first thing to do is contact the company directly and find out why. This is often the easiest and quickest way to resolve this issue. When you make this kind of reservation, the company usually take a holding fee/deposit - just in case anything goes wrong.
\nIf you’re unable to come to an agreement with the company, you can raise a dispute.
\nTo do this:
\nThe first thing to do is contact the company directly and ask for a refund. This is often the easiest and quickest way to resolve the issue.
\nIf you’re unable to resolve it with them, you can raise a dispute.
\nTo do this:
\nThe first thing to do is contact the company directly and find out why. This is often the easiest and quickest way to resolve this issue. We also suggest that you contact the courier or company you made the payment with e.g. PayPal (if applicable).
\nYou should allow at least 30 calendar days for delivery. However, if you’ve paid for a faster service, you may be able to raise a dispute sooner.
\nTo do this:
\nIf you get a “no match”, we strongly recommend you check the details of the payee. If the name doesn't match the receiving banks records, you could be making a payment to a fraudulent account.
\nA ‘no match’ result could also happen when someone has given you a different name to what's on their account. For example, their middle name when their account is set up in their first name. Or a trading name which is different to a companys registered name on their account.
\nEither way, it's always best to confirm the details with the payee before you make the payment. You may be liable if the payment is fraudulent and you receive a “no match response” but continue with the payment.
\nYou'll receive a “close match” message if the name mostly matches the name on the account. This is likely to happen when there is a typo in the name you entered. If this happens, check the details the payee has given you and make sure you the name is entered with the correct spelling.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915673201614998853,"question":"I’m making a payment and have received a “no match” or “close match” message. What should I do?","answer":"If you get a “no match”, we strongly recommend you check the details of the payee. If the name doesn't match the receiving banks records, you could be making a payment to a fraudulent account.
\nA ‘no match’ result could also happen when someone has given you a different name to what's on their account. For example, their middle name when their account is set up in their first name. Or a trading name which is different to a companys registered name on their account.
\nEither way, it's always best to confirm the details with the payee before you make the payment. You may be liable if the payment is fraudulent and you receive a “no match response” but continue with the payment.
\nYou'll receive a “close match” message if the name mostly matches the name on the account. This is likely to happen when there is a typo in the name you entered. If this happens, check the details the payee has given you and make sure you the name is entered with the correct spelling.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915656486499731151,"question":"I’m making a payment and have received a “no match” or “close match” message. What should I do?","answer":"If you get a “no match”, we strongly recommend you check the details of the payee. If the name doesn't match the receiving banks records, you could be making a payment to a fraudulent account.
\nA ‘no match’ result could also happen when someone has given you a different name to what's on their account. For example, their middle name when their account is set up in their first name. Or a trading name which is different to a companys registered name on their account.
\nEither way, it's always best to confirm the details with the payee before you make the payment. You may be liable if the payment is fraudulent and you receive a “no match response” but continue with the payment.
\nYou'll receive a “close match” message if the name mostly matches the name on the account. This is likely to happen when there is a typo in the name you entered. If this happens, check the details the payee has given you and make sure you the name is entered with the correct spelling.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":59,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915854457969986639,"question":"I took money out from an ATM, and I’ve been charged a higher exchange rate than I should have, what can I do?","answer":"If you’ve been charged a higher exchange for a cash withdrawal, we may be able to help. This could be where you selected to pay in the local currency but were charged in GBP. Or you weren’t given an option and were charged in GBP.
\nIf this has happened to you, you can raise a dispute.
\nTo do this:
\nIf you’ve been charged an incorrect exchange rate for a purchase on your card, we may be able to help. This could be where you selected to pay in the local currency but were charged in GBP. Or you weren’t given an option and were charged in GBP.
\nIf this has happened to you, you can raise a dispute.
\nTo do this:
\nIf you’re waiting for a refund it’s best to allow the company enough time to complete it. It can take up to 15 calendar days to reach your account.
\nWe suggest you contact the company if you’re still waiting to find out what the status of your refund is. They might have issued it as a cheque or credit note instead.
\nIf you’ve waited 15 days and the original payment you’re expecting a refund for shows as ‘settled’, you can raise a dispute.
\nTo do this:
\nWe rely on a number of third parties to make sure that your payment is processed and that the funds reach your payee.
\nWhen you make the payment through the app, we'll give you an estimated delivery date. If your payment is delayed or doesn't arrive in time, we'll always try to help by establishing what happened to the funds. However, we may not always be able to resolve the situation without cooperation from the third parties.
\nIf you need help with an international payment please get in touch via the Help section of the app or call us on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915619489301546962,"question":"How will Starling deliver my international payment?","answer":"We rely on a number of third parties to make sure that your payment is processed and that the funds reach your payee.
\nWhen you make the payment through the app, we'll give you an estimated delivery date. If your payment is delayed or doesn't arrive in time, we'll always try to help by establishing what happened to the funds. However, we may not always be able to resolve the situation without cooperation from the third parties.
\nIf you need help with an international payment please get in touch via the Help section of the app or call us on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915598442273720429,"question":"How will Starling deliver my international payment?","answer":"We rely on a number of third parties to make sure that your payment is processed and that the funds reach your payee.
\nWhen you make the payment through the app, we'll give you an estimated delivery date. If your payment is delayed or doesn't arrive in time, we'll always try to help by establishing what happened to the funds. However, we may not always be able to resolve the situation without cooperation from the third parties.
\nIf you need help with an international payment please get in touch via the Help section of the app or call us on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":38,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915876955173635819,"question":"How does Nearby Payments work?","answer":"Nearby Payments works by using Bluetooth or the same WiFi network. It lets you send money to other nearby Starling customers from your primary account, without needing their sort code and account number.
\nYou can find the Nearby Payments screen by going to Payments > Nearby Payments in the app. Once other devices have been found, you can select who you want to pay, the amount and reference.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":57,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915689386705702790,"question":"How does Nearby Payments work?","answer":"Nearby Payments works by using Bluetooth or the same WiFi network. It lets you send money to other nearby Starling customers from your primary account, without needing their sort code and account number.
\nYou can find the Nearby Payments screen by going to Payments > Nearby Payments in the app. Once other devices have been found, you can select who you want to pay, the amount and reference.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915879586791705358,"question":"How does Nearby Payments work?","answer":"Nearby Payments works by using Bluetooth or the same WiFi network. It lets you send money to other nearby Starling customers from your primary account, without needing their sort code and account number.
\nYou can find the Nearby Payments screen by going to Payments > Nearby Payments in the app. Once other devices have been found, you can select who you want to pay, the amount and reference.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915805805080037442,"question":"How do I use split the bill with Settle Up?","answer":"Settle Up is an easy way to pay back friends, split the bill and send IOUs.
\nWant to split a bill? Navigate to the card payment you want to split and then select Split the bill. You can split the payment with one or more people equally or specify how much each person needs to pay. You can also add a personal message and then send on the request.
\nYou can find further information on Settle Up here https://help.starlingbank.com/personal/topics/sending-and-receiving-money/how-do-i-use-settle-up/
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":30,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915653388463850571,"question":"How do I use split the bill with Settle Up?","answer":"Settle Up is an easy way to pay back friends, split the bill and send IOUs.
\nWant to split a bill? Navigate to the card payment you want to split and then select Split the bill. You can split the payment with one or more people equally or specify how much each person needs to pay. You can also add a personal message and then send on the request.
\nYou can find further information on Settle Up here https://help.starlingbank.com/personal/topics/sending-and-receiving-money/how-do-i-use-settle-up/
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":56,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915614598819233923,"question":"How do I use Settle Up?","answer":"Settle Up is an easy way to pay back friends, split the bill and send IOUs.
\nReceiving money using Settle Up
\nFirst, you'll need to activate your personal Settle Up link by going to Payments and then Request Money and selecting Switch on link. You can then request money by going to Request Money and:
\nTo pay a Settle Up request, just click the link you've received.
\nPlease note: The option to pay by Apple Pay or Google Pay may not always be available. It depends on the browser and operating system used by the sender.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":29,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915629829279531821,"question":"How do I use Settle Up?","answer":"Settle Up is an easy way to pay back friends, split the bill and send IOUs.
\nReceiving money using Settle Up
\nFirst, you'll need to activate your personal Settle Up link by going to Payments and then Request Money and selecting Switch on link. You can then request money by going to Request Money and:
\nTo pay a Settle Up request, just click the link you've received.
\nPlease note: The option to pay by Apple Pay or Google Pay may not always be available. It depends on the browser and operating system used by the sender.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":55,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5347961311369908158,"question":"How do I make card payments in South America? Why is my card declining?","answer":"Sometimes when making a card payment in South America, the card machine will ask you what type of card you're using. If you select the wrong type of card, your payment might decline. Please ensure you select credit card for the payment to go through.
\nIf you've entered the card type correctly and are still having issues send us a message in-app or call us on +44 207 930 4450.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5347770513644602995,"question":"How do I make card payments in South America? Why is my card declining?","answer":"Sometimes when making a card payment in South America, the card machine will ask you what type of card you're using. If you select the wrong type of card, your payment might decline. Please ensure you select credit card for the payment to go through.
\nIf you've entered the card type correctly and are still having issues send us a message in-app or call us on +44 207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5347898173791683909,"question":"How do I make card payments in South America? Why is my card declining?","answer":"Sometimes when making a card payment in South America, the card machine will ask you what type of card you're using. If you select the wrong type of card, your payment might decline. Please ensure you select credit card for the payment to go through.
\nIf you've entered the card type correctly and are still having issues send us a message in-app or call us on +44 207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915674428039514117,"question":"How do I log out of the app?","answer":"To make sure your app is as secure as possible, we've designed it without a sign-out button.
\nA short time after closing the app it will automatically sign you out so there's no chance of you forgetting to log out! You'll need to use your fingerprint, Face print, or your 4-digit passcode when you try to access it again.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826312865008775,"question":"How do I log out of the app?","answer":"To make sure your app is as secure as possible, we've designed it without a sign-out button.
\nA short time after closing the app it will automatically sign you out so there's no chance of you forgetting to log out! You'll need to use your fingerprint, Face print, or your 4-digit passcode when you try to access it again.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915823099598884320,"question":"How do I log out of the app?","answer":"To make sure your app is as secure as possible, we've designed it without a sign-out button.
\nA short time after closing the app it will automatically sign you out so there's no chance of you forgetting to log out! You'll need to use your fingerprint, Face print, or your 4-digit passcode when you try to access it again.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915734698921904117,"question":"How do I dispute a virtual card transaction?","answer":"Your first point of contact and usually the fastest way to resolve an issue is with the company directly. We also suggest that you contact the courier or company you made the payment with (e.g. PayPal) if appropriate.
\nIf your issue still hasn't been resolved or you don't get a response, you can raise a dispute.
\nTo do this:
\nYou'll be able to raise a dispute for the following:
\nExperiencing a different problem with your payment? Please get in touch via the help section in the app.
\nThings you need to know:
\nYour first point of contact and usually the fastest way to resolve an issue is with the company directly. We also suggest that you contact the courier or company you made the payment with (e.g. PayPal) if appropriate.
\nIf your issue still hasn't been resolved or you don't get a response, you can raise a dispute.
\nTo do this:
\nYou'll be able to raise a dispute for the following:
\nExperiencing a different problem with your payment? Please get in touch via the help section in the app.
\nThings you need to know:
\nYour first point of contact and usually the fastest way to resolve an issue is with the company directly. We also suggest that you contact the courier or company you made the payment with (e.g. PayPal) if appropriate.
\nIf your issue still hasn't been resolved or you don't get a response, you can raise a dispute. It’ll need to show as \"settled\" on your transaction history.
\nTo do this:
\nYou'll be able to raise a dispute for the following:
\nExperiencing a different problem with your payment? Please get in touch via the help section in the app.
\nThings you need to know:
\nYour first point of contact and usually the fastest way to resolve an issue is with the company directly. We also suggest that you contact the courier or company you made the payment with (e.g. PayPal) if appropriate.
\nIf your issue still hasn't been resolved or you don't get a response, you can raise a dispute. It’ll need to show as \"settled\" on your transaction history.
\nTo do this:
\nYou'll be able to raise a dispute for the following:
\nExperiencing a different problem with your payment? Please get in touch via the help section in the app.
\nThings you need to know:
\nYou should receive an in-app notification to approve the payment.
\nIf you're having any issues approving a payment, send us a message in-app or call us on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915792050898095727,"question":"How do I approve (3DS) online payments made with my virtual card?","answer":"You should receive an in-app notification to approve the payment.
\nIf you're having any issues approving a payment, send us a message in-app or call us on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915814101447560140,"question":"How do I access Online Banking?","answer":"To log in to Online Banking, you'll need the Starling app nearby.
\nYou can switch between different accounts under the same account type in Online Banking e.g. from a GBP to a EUR account. To switch to a different account type (e.g. from a personal to a business account), you'll have to log out and log in using the relevant account number.
\nYou can also log in from your mobile phone. You’ll need to head to the Starling website and then to Online Banking on your web browser, rather than the Starling banking app. You may need to enter you PIN in the Starling app as part of the login to your account. If you do, you'll need to return to your web browser to access Online Banking.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915840843579411042,"question":"How do I access Online Banking?","answer":"To log in to Online Banking, you'll need the Starling app nearby.
\nYou can switch between different accounts under the same account type in Online Banking e.g. from a GBP to a EUR account. To switch to a different account type (e.g. from a personal to a business account), you'll have to log out and log in using the relevant account number.
\nYou can also log in from your mobile phone. You’ll need to head to the Starling website and then to Online Banking on your web browser, rather than the Starling banking app. You may need to enter you PIN in the Starling app as part of the login to your account. If you do, you'll need to return to your web browser to access Online Banking.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915626886497716850,"question":"How do I access Online Banking?","answer":"To log in to Online Banking, you'll need the Starling app nearby.
\nYou can switch between different accounts under the same account type in Online Banking e.g. from a GBP to a EUR account. To switch to a different account type (e.g. from a personal to a business account), you'll have to log out and log in using the relevant account number.
\nYou can also log in from your mobile phone. You’ll need to head to the Starling website and then to Online Banking on your web browser, rather than the Starling banking app. You may need to enter you PIN in the Starling app as part of the login to your account. If you do, you'll need to return to your web browser to access Online Banking.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1778331284016942718,"question":"How can I cancel a recurring card payment?","answer":"You can now cancel recurring card payments in the app yourself.
\nTo do this:
\nYou may find that your recurring payment isn't showing in your Scheduled payments. If this happens, send us a message in-app or call us on 0207 930 4450.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":41,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1778336552500743702,"question":"How can I cancel a recurring card payment?","answer":"You can now cancel recurring card payments in the app yourself.
\nTo do this:
\nYou may find that your recurring payment isn't showing in your Scheduled payments. If this happens, send us a message in-app or call us on 0207 930 4450.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":40,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1776158003921241097,"question":"How can I cancel a recurring card payment?","answer":"You can now cancel recurring card payments in the app yourself.
\nTo do this:
\nYou may find that your recurring payment isn't showing in your Scheduled payments. If this happens, send us a message in-app or call us on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":39,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915832752159934226,"question":"Can I make international payments at the weekend?","answer":"No. The weekend exchange rate is only available for transfers between your Starling accounts. International payments are available from 02:00 Monday to 22:00 Friday.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915679210311995157,"question":"Can I make international payments at the weekend?","answer":"No. The weekend exchange rate is only available for transfers between your Starling accounts. International payments are available from 02:00 Monday to 22:00 Friday.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826512863773329,"question":"Does Starling charge for replacement debit cards?","answer":"We can charge £5 per replacement card as laid out in our T&Cs. We'll always tell you before we charge you.
\nYou will get one free replacement card per year and we'll send you a new card for free when your old one expires.
\nIf you lose your card or it’s stolen while you’re abroad, we can charge you a £10 fee to replace it.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915843455421531931,"question":"Does Starling charge for replacement debit cards?","answer":"We can charge £5 per replacement card as laid out in our T&Cs. We'll always tell you before we charge you.
\nYou will get one free replacement card per year and we'll send you a new card for free when your old one expires.
\nIf you lose your card or it’s stolen while you’re abroad, we can charge you a £10 fee to replace it.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915831071589354326,"question":"Does Starling charge for replacement debit cards?","answer":"We can charge £5 per replacement card as laid out in our T&Cs. We'll always tell you before we charge you.
\nYou will get one free replacement card per year and we'll send you a new card for free when your old one expires.
\nIf you lose your card or it’s stolen while you’re abroad, we can charge you a £10 fee to replace it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915723028189891558,"question":"Does my contactless limit reset every day?","answer":"No - the time between payments doesn't matter.
\nThere are limits based on the amount you spend using your card. You'll need to enter your pin every so often as follows:
\nNo - the time between payments doesn't matter.
\nThere are limits based on the amount you spend using your card. You'll need to enter your pin every so often as follows:
\nNo - the time between payments doesn't matter.
\nThere are limits based on the amount you spend using your card. You'll need to enter your pin every so often as follows:
\nWe perform a 'soft' credit check when you apply for an account. A soft credit check involves a request for information from credit reference agencies. You might see this check on your credit file, but it won’t be visible to other financial services companies or affect your credit score.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915790708389138232,"question":"Do you do a credit check when I apply for an account?","answer":"We perform a 'soft' credit check when you apply for an account. A soft credit check involves a request for information from credit reference agencies. You might see this check on your credit file, but it won’t be visible to other financial services companies or affect your credit score.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":57,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915614908243133147,"question":"Do you do a credit check when I apply for an account?","answer":"We perform a 'soft' credit check when you apply for an account. A soft credit check involves a request for information from credit reference agencies. You might see this check on your credit file, but it won’t be visible to other financial services companies or affect your credit score.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756455333872474,"question":"Do weekend exchange rates affect card spending or ATM withdrawals? ","answer":"Weekend exchange rates don't affect cash withdrawals and card spending (at home or abroad). Weekend exchange rates are only applicable if you're making transfers between your own starling accounts on the weekend.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915841386873307508,"question":"Do weekend exchange rates affect card spending or ATM withdrawals? ","answer":"Weekend exchange rates don't affect cash withdrawals and card spending (at home or abroad). Weekend exchange rates are only applicable if you're making transfers between your own starling accounts on the weekend.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2062213799226787179,"question":"Can I remove my recurring card payment cancellation?","answer":"If you cancel a recurring card payment, Starling will decline the sequence of payments associated with it. This means that if you want to sign up to the service again, you should be able to do.
If you're having trouble signing up again, please get in touch with our customer service team on the app. Or you can contact us on 0207 930 4450.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":38,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915771072277203557,"question":"Can I opt out of Confirmation of Payee (CoP)?","answer":"You can’t opt out of a Confirmation of Payee (CoP) check when you’re paying someone else. But you may be able to opt out of your details being checked by CoP when other people pay you.
Banks use CoP to help make sure money goes to the right account, so we’ll only agree to opt-out requests in limited circumstances.
If we can opt you out, this means that your account name will not be checked when another person or business tries to send money to your account.
If you’d still like to request to opt out of CoP, send us a message in the app or call us on 020 7930 4450.
You can opt back in to CoP at any time.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":54,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915606463777161969,"question":"Can I opt out of Confirmation of Payee (CoP)?","answer":"You can’t opt out of a Confirmation of Payee (CoP) check when you’re paying someone else. But you may be able to opt out of your details being checked by CoP when other people pay you.
Banks use CoP to help make sure money goes to the right account, so we’ll only agree to opt-out requests in limited circumstances.
If we can opt you out, this means that your account name will not be checked when another person or business tries to send money to your account.
If you’d still like to request to opt out of CoP, send us a message in the app or call us on 020 7930 4450.
You can opt back in to CoP at any time.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":28,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915630651087407900,"question":"Can I opt out of Confirmation of Payee (CoP)?","answer":"You can’t opt out of a Confirmation of Payee (CoP) check when you’re paying someone else. But you may be able to opt out of your details being checked by CoP when other people pay you.
Banks use CoP to help make sure money goes to the right account, so we’ll only agree to opt-out requests in limited circumstances.
If we can opt you out, this means that your account name will not be checked when another person or business tries to send money to your account.
If you’d still like to request to opt out of CoP, send us a message in the app or call us on 020 7930 4450.
You can opt back in to CoP at any time.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915778430674422164,"question":"Can I delete a Starling Space?","answer":"You can archive a space but cannot delete one. This is so that you can access your payment history.
To archive a Starling Space you should:
You can archive a space but cannot delete one. This is so that you can access your payment history.
To archive a Starling Space you should:
On rare occasions, another payment may come out after a cancellation has been requested. Usually, the fastest way to resolve an issue is with the company or retailer directly.
If they have not resolved your issue, you may be able to dispute the payment.
You can find further information on card disputes here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2061221995631823927,"question":"Can a merchant take another payment after I have cancelled a recurring card payment?","answer":"On rare occasions, another payment may come out after a cancellation has been requested. Usually, the fastest way to resolve an issue is with the company or retailer directly.
If they have not resolved your issue, you may be able to dispute the payment.
You can find further information on card disputes here.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":36,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2061229290163226559,"question":"Can a merchant take another payment after I have cancelled a recurring card payment?","answer":"On rare occasions, another payment may come out after a cancellation has been requested. Usually, the fastest way to resolve an issue is with the company or retailer directly.
If they have not resolved your issue, you may be able to dispute the payment.
You can find further information on card disputes here.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915686098712282461,"question":"Why is there a large charge (£99/£100/£120) on my card after using Pay at Pump when I spent less?","answer":"The way you pay for your fuel at an automated fuel pump in the UK has changed.
Starling will temporarily reserve up to £120 of your available balance while you fill up. Once you're fuelled up you will only pay for the amount you have purchased. The remainder of any reserved funds will return to your available balance.
The retailer sends it back pretty quickly, but it can take up to 31 days. The petrol station staff won’t be able to speed this up.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":18,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915605470937434457,"question":"Why do I need to check a payee’s name?","answer":"If you set up a new payment or amend an existing one, we make a check on the person or company receiving the money and their account details.
This is a name checking service called Confirmation of Payee and makes sure the payee is correct. Once the name has been checked, you need to instruct the payment as a final step.
Don't be pressurised into making a payment when the details don’t match or where the account cannot be checked.
When checking payment details, it’s important to contact the person or business on a phone number you trust.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":52,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915745669927291320,"question":"Who is eligible for a Starling joint current account?","answer":"To open a joint current account, both account holders must:
You can find more information on the joint current account here.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915649005065554679,"question":"Who is eligible for a Starling bank account?","answer":"To open and hold a Starling account, you must:
You can only open and hold a teen account version of the personal current account until you turn 18. We call this a ‘teen account’. You can find more information on the teen account here. When you apply for a current account with us, we’ll carry out some quick checks at a UK Credit Reference Agency. The initial checks leave a soft footprint on your credit file. It won’t be visible to other financial services companies or affect your credit score.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915824852898234420,"question":"What exchange rate do you use when I send money abroad? ","answer":"The rate you’ll see is the live exchange rate and it’s the rate that we are charged for buying and selling currencies.
We’ll guarantee this rate for 30 seconds so you actually get to use the rate you’ve been quoted.
In the app, we will always make the exchange rate, along with any fees, clear to you before you hit send.
See further information on our website here.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915662684734505317,"question":"What exchange rate do you use when I send money abroad? ","answer":"The rate you’ll see is the live exchange rate and it’s the rate that we are charged for buying and selling currencies.
We’ll guarantee this rate for 30 seconds so you actually get to use the rate you’ve been quoted.
In the app, we will always make the exchange rate, along with any fees, clear to you before you hit send.
See further information on our website here.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":37,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915621983193154376,"question":"What exchange rate do you use when I send money abroad?","answer":"The rate you’ll see is the live exchange rate and it’s the rate that we are charged for buying and selling currencies.
We’ll guarantee this rate for 30 seconds so you actually get to use the rate you’ve been quoted.
In the app, we will always make the exchange rate, along with any fees, clear to you before you hit send.
See further information on our website here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":590078526333404790,"question":"How can I create a scheduled transfer between my Starling accounts?","answer":"We are not able to create a scheduled transfer for business current accounts or sole trader accounts.
You can complete a manual transfer money between your accounts.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2062332465852531736,"question":"Can I remove my recurring card payment cancellation?\n","answer":"When you cancel a recurring payment, we will decline payments linked to the subscription.
If you want to sign up to the service again, you can.
Please get in touch with us if you struggle to sign up to a service after cancelling a recurring card payment.
You can do this by sending us a message from the Help section of the app or calling us on 020 7930 4450, or +44 (0) 207 930 4450 if you're abroad.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":2062312153283251563,"question":"Can I remove my recurring card payment cancellation?","answer":"When you cancel a recurring payment, we will decline payments linked to the subscription.
If you want to sign up to the service again, you can.
Please get in touch with us if you struggle to sign up to a service after cancelling a recurring card payment.
You can do this by sending us a message from the Help section of the app or calling us on 020 7930 4450, or +44 (0) 207 930 4450 if you're abroad.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915702056045397307,"question":"Can I cancel a Connected card?","answer":"To cancel a Connected card you will need to contact us and provide your consent.
You can do this by sending us a message from the Help section of the app or calling us on 020 7930 4450, or +44 (0) 207 930 4450 if you're abroad.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915629155968172397,"question":"Can I send a payment by CHAPS?","answer":"Did you know: The Faster Payments scheme has a £1,000,000 per transaction limit, per day? You can request payments up to this limit in-app, without needing to get in touch! By using Faster Payments you will:
Once you have hit send on your payment, we'll run a few checks, and providing your payment passes these checks, it will be sent.
If you wish to send a single payment over £1,000,000, then the payment will need to be sent via CHAPS. Sending a CHAPS payment costs £20.
To send a CHAPS payment, in your Starling app:
We aim to process your CHAPS instruction on the same day; however, to prevent fraud and to keep your money safe, we conduct a variety of checks before the payment can be made. We aim in most cases to release payment by 5.30 pm, but if we cannot complete our checks or we need to ask you for further information, then the payment may be delayed until the following day.
You will also need to ensure that the payee is set up on your account and that you have sufficient funds available to cover the payment. We will need to understand the rationale for the payment and any supporting evidence you can provide (Contract, Completion statement etc.) for the payment. Please have this ready, and one of our team will be in touch to discuss this with you.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":26,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915698273139901230,"question":"Can I send a payment by CHAPS?","answer":"Did you know: The Faster Payments scheme has a £1,000,000 per transaction limit, per day? You can request payments up to this limit in-app, without needing to get in touch! By using Faster Payments you will:
Once you have hit send on your payment, we'll run a few checks, and providing your payment passes these checks, it will be sent.
If you wish to send a single payment over £1,000,000, then the payment will need to be sent via CHAPS. Sending a CHAPS payment costs £20.
To send a CHAPS payment, in your Starling app:
We aim to process your CHAPS instruction on the same day; however, to prevent fraud and to keep your money safe, we conduct a variety of checks before the payment can be made. We aim in most cases to release payment by 5.30 pm, but if we cannot complete our checks or we need to ask you for further information, then the payment may be delayed until the following day.
You will also need to ensure that the payee is set up on your account and that you have sufficient funds available to cover the payment. We will need to understand the rationale for the payment and any supporting evidence you can provide (Contract, Completion statement etc.) for the payment. Please have this ready, and one of our team will be in touch to discuss this with you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":34,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915861985342868988,"question":"Can I send a payment by CHAPS?","answer":"Did you know: The Faster Payments scheme has a £1,000,000 per transaction limit, per day? You can request payments up to this limit in-app, without needing to get in touch! By using Faster Payments you will:
Once you have hit send on your payment, we'll run a few checks, and providing your payment passes these checks, it will be sent.
If you wish to send a single payment over £1,000,000, then the payment will need to be sent via CHAPS. Sending a CHAPS payment costs £20.
To send a CHAPS payment, in your Starling app:
We aim to process your CHAPS instruction on the same day; however, to prevent fraud and to keep your money safe, we conduct a variety of checks before the payment can be made. We aim in most cases to release payment by 5.30 pm, but if we cannot complete our checks or we need to ask you for further information, then the payment may be delayed until the following day.
You will also need to ensure that the payee is set up on your account and that you have sufficient funds available to cover the payment. We will need to understand the rationale for the payment and any supporting evidence you can provide (Contract, Completion statement etc.) for the payment. Please have this ready, and one of our team will be in touch to discuss this with you.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":51,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915744341686701024,"question":"What does a Personal Guarantee mean on a Business loan or Business overdraft?","answer":"A Personal Guarantee (PG) is to agree to be personally responsible for a company's debt. If the business defaults on its loan and we can't recover funds, we may enforce the PG. This means you would be liable to pay up to the limit stated in your personal guarantee agreement.
Please see this helpful guide on the duties of a guarantor: https://www.british-business-bank.co.uk/business-guidance/guidance-articles/finance/guide-personal-guarantees-business-borrowing#:~:text=What%20is%20a%20personal%20guarantee,risk%20involved%20for%20the%20lender.
We recommend you fully consider the financial implications before proceeding.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Personal Guarantees","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915785782734507177,"question":"I have a larger overdraft with another bank, why can't I get a similar one with Starling?","answer":"The amount we offer you for your overdraft is based on your credit history. We use information from credit reference agencies, such as:
We will only offer you an overdraft that we believe is appropriate.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915797120957107093,"question":"Can I increase the overdraft limit on my personal overdraft?","answer":"No. We are not offering increases to overdraft limits at the moment.
If you’re having money difficulties, Starling’s budgeting tools are designed to make money management easier. If you would rather talk to us, you can contact customer support using in-app or via live chat.
If you need additional support and would like free independent advice, you can contact Money Advice Service on 0800 138 7777 or www.moneyadviceservice.org.uk.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875877517018795,"question":"What web browser should I use to access Online Banking?","answer":"For the best Online Banking experience you should ensure that:
If you’re having issues logging in, make sure that your Starling mobile app is up to date.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915683283625855246,"question":"What web browser should I use to access Online Banking?","answer":"For the best Online Banking experience you should ensure that:
If you’re having issues logging in, make sure that your Starling mobile app is up to date.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915814990617659077,"question":"What web browser should I use to access Online Banking?","answer":"For the best Online Banking experience you should ensure that:
If you’re having issues logging in, make sure that your Starling mobile app is up to date.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915835211210902977,"question":"What should I do if I can’t find a mobile notification for Online Banking?","answer":"Don’t worry, you can access notifications to confirm Online Banking actions in your Starling mobile app! Just open the app and at the bottom of the home screen you should see the notification. Tap on it to review the details of the action.
You can also resend notifications from Online Banking if you miss them. When making payments resending a notification won’t duplicate the payment. Payments are taken only once you tap ‘Approve’.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756065201078964,"question":"What should I do if I can’t find a mobile notification for Online Banking?","answer":"Don’t worry, you can access notifications to confirm Online Banking actions in your Starling mobile app! Just open the app and at the bottom of the home screen you should see the notification. Tap on it to review the details of the action.
You can also resend notifications from Online Banking if you miss them. When making payments resending a notification won’t duplicate the payment. Payments are taken only once you tap ‘Approve’.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915858899803524675,"question":"What should I do if I can’t find a mobile notification for Online Banking?","answer":"Don’t worry, you can access notifications to confirm Online Banking actions in your Starling mobile app! Just open the app and at the bottom of the home screen you should see the notification. Tap on it to review the details of the action.
You can also resend notifications from Online Banking if you miss them. When making payments resending a notification won’t duplicate the payment. Payments are taken only once you tap ‘Approve’.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826383829028019,"question":"What is Online Banking?","answer":"You can now access your Starling accounts through a web browser! You can use it to make payments and manage your day-to-day finances. Online Banking is designed for laptop or desktop use. When using a mobile device, you should use the Starling Bank mobile app. Just to note, you will need your Starling app to log in to Online Banking.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915692562614468773,"question":"What is Online Banking?","answer":"You can now access your Starling accounts through a web browser! You can use it to make payments and manage your day-to-day finances. Online Banking is designed for laptop or desktop use. When using a mobile device, you should use the Starling Bank mobile app. Just to note, you will need your Starling app to log in to Online Banking.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915846215746667674,"question":"What is Online Banking?","answer":"You can now access your Starling accounts through a web browser! You can use it to make payments and manage your day-to-day finances. Online Banking is designed for laptop or desktop use. When using a mobile device, you should use the Starling Bank mobile app. Just to note, you will need your Starling app to log in to Online Banking.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915677300127518665,"question":"What is a virtual card?","answer":"A virtual card is the same as a physical card and will have its own details, but exists only on your phone in your Starling app. Each virtual card is connected to a Space. This allows you to spend from the space's balance rather than your main account. You can also add the card to your mobile wallet to use it in person.
It’s a safer way to shop online and pay for online subscriptions from Bills Manager (Bills Space). You cannot use virtual cards to spend at crypto exchanges, money transfer services or betting companies.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915858841641503405,"question":"What is a virtual card?","answer":"A virtual card is the same as a physical card and will have its own details, but exists only on your phone in your Starling app. Each virtual card is connected to a Space. This allows you to spend from the space's balance rather than your main account. You can also add the card to your mobile wallet to use it in person.
It’s a safer way to shop online and pay for online subscriptions from Bills Manager (Bills Space). You cannot use virtual cards to spend at crypto exchanges, money transfer services or betting companies.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875208835777712,"question":"What is 3D Secure?","answer":"3D Secure is a tool to help you make online payments safely. When you make online payments, you may receive a push notification from Starling, allowing you to approve this payment directly in the Starling app.
It is a legal requirement under the Payment Services Directive (PSD2). To find out more, check out our blog post here https://www.starlingbank.com/blog/introducing-3D-secure/
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915760199842744737,"question":"What is 3D Secure?","answer":"3D Secure is a tool to help you make online payments safely. When you make online payments, you may receive a push notification from Starling, allowing you to approve this payment directly in the Starling app.
It is a legal requirement under the Payment Services Directive (PSD2). To find out more, check out our blog post here https://www.starlingbank.com/blog/introducing-3D-secure/
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915679375538605243,"question":"What is 3D Secure?","answer":"3D Secure is a tool to help you make online payments safely. When you make online payments, you may receive a push notification from Starling, allowing you to approve this payment directly in the Starling app.
It is a legal requirement under the Payment Services Directive (PSD2). To find out more, check out our blog post here https://www.starlingbank.com/blog/introducing-3D-secure/
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915651081266152205,"question":"What if I'm being asked to enter my PIN too often?","answer":"You need to enter your pin every time your contactless transactions add up to a cumulative total of £300. You will also need to enter it for any transaction amount over £100. If you have changed the contactless limit on your card to be lower, you will need to enter the pin for transactions over that amount.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915679591242026769,"question":"What if I'm being asked to enter my PIN too often?","answer":"You need to enter your pin every time your contactless transactions add up to a cumulative total of £300. You will also need to enter it for any transaction amount over £100. If you have changed the contactless limit on your card to be lower, you will need to enter the pin for transactions over that amount.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915675737421595120,"question":"What if I'm being asked to enter my PIN too often?","answer":"You need to enter your pin every time your contactless transactions add up to a cumulative total of £300. You will also need to enter it for any transaction amount over £100. If you have changed the contactless limit on your card to be lower, you will need to enter the pin for transactions over that amount.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915632341472003015,"question":"What happens to my mobile wallet (e.g. Apple Pay or Google Pay) when my card is replaced or expires?","answer":"When your card expires or if you order a replacement card, don't worry! We’ll update your mobile wallet with the new card information for you. This means you can continue using your mobile wallet without interruption.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Mobile Wallets","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915808733924708316,"question":"What happens to my mobile wallet (e.g. Apple Pay or Google Pay) when my card is replaced or expires?","answer":"When your card expires or if you order a replacement card, don't worry! We’ll update your mobile wallet with the new card information for you. This means you can continue using your mobile wallet without interruption.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Mobile Wallets","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915651876996991722,"question":"What happens to my mobile wallet (e.g. Apple Pay or Google Pay) when my card is replaced or expires?","answer":"When your card expires or if you order a replacement card, don't worry! We’ll update your mobile wallet with the new card information for you. This means you can continue using your mobile wallet without interruption.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Mobile Wallets","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915857156696657661,"question":"What format does the name need to be in on a cheque?","answer":"The name on the cheque must:
For example, ‘Ms A Russell’, ‘A Russell’ or ‘Alice Russell’ are valid but ‘Ms Russell’ will be rejected. You can use both names on the joint account
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915693320389282606,"question":"What format does the name need to be in on a cheque?","answer":"The name on the cheque must:
For example, ‘Ms A Russell’, ‘A Russell’ or ‘Alice Russell’ are valid but ‘Ms Russell’ will be rejected. You can use both names on the joint account
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915666886159846154,"question":"What format does the name need to be in on a cheque? ","answer":"The name on the cheque must:
For example, ‘Ms A Russell’, ‘A Russell’ or ‘Alice Russell’ are valid but ‘Ms Russell’ will be rejected. You can use both names on the joint account
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915708766274011626,"question":"What can I use my virtual card for?","answer":"There are a number of ways you can use a virtual card - here are a few ideas:
There are a number of ways you can use a virtual card - here are a few ideas:
The most common reason that you receive an unrecognised charge from Amazon is that your subscription to Amazon Prime has auto-renewed, or you have been signed up after a free trial.
Normally, Amazon will charge you £8.99 per month; £95 per year. This used to be £7.99 monthly; £79 annually. If you're a student they charge£4.49 per month; £47.49 per year.
If the charge does not match these amounts, you may also have signed up for a product subscription.
If you weren’t expecting this, we suggest that you check your Amazon account and contact their customer service department to discuss it further.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915703631095744812,"question":"There’s a charge on my account from Amazon that I don’t recognise.","answer":"The most common reason that you receive an unrecognised charge from Amazon is that your subscription to Amazon Prime has auto-renewed, or you have been signed up after a free trial.
Normally, Amazon will charge you £8.99 per month; £95 per year. This used to be £7.99 monthly; £79 annually. If you're a student they charge£4.49 per month; £47.49 per year.
If the charge does not match these amounts, you may also have signed up for a product subscription.
If you weren’t expecting this, we suggest that you check your Amazon account and contact their customer service department to discuss it further.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875080528743394,"question":"There’s a charge on my account from Amazon that I don’t recognise.","answer":"The most common reason that you receive an unrecognised charge from Amazon is that your subscription to Amazon Prime has auto-renewed, or you have been signed up after a free trial.
Normally, Amazon will charge you £8.99 per month; £95 per year. This used to be £7.99 monthly; £79 annually. If you're a student they charge£4.49 per month; £47.49 per year.
If the charge does not match these amounts, you may also have signed up for a product subscription.
If you weren’t expecting this, we suggest that you check your Amazon account and contact their customer service department to discuss it further.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Card payment disputes","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915766678222686828,"question":"I want to chat to Customer Service","answer":"You can chat to us on our live chat messaging service! Get in touch by following these steps:
Want to call? You can phone us on 020 7930 4450 (You’ll need to replace the first 0 with +44 if you’re calling us from abroad).
We're here 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915750597465884816,"question":"I want to chat to Customer Service","answer":"You can chat to us on our live chat messaging service! Get in touch by following these steps:
Want to call? You can phone us on 020 7930 4450 (You’ll need to replace the first 0 with +44 if you’re calling us from abroad).
We're here 24/7.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915789992307870383,"question":"I want to chat to Customer Service","answer":"You can chat to us on our live chat messaging service! Get in touch by following these steps:
Want to call? You can phone us on 020 7930 4450 (You’ll need to replace the first 0 with +44 if you’re calling us from abroad).
We're here 24/7.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915801552454307802,"question":"Do you accept foreign cash or cheques?","answer":"We can only accept cash and cheques in British pounds.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915857798907381572,"question":"Do you accept foreign cash or cheques?","answer":"We can only accept cash and cheques in British pounds.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915841440758121635,"question":"Do you accept foreign cash or cheques?","answer":"We can only accept cash and cheques in British pounds.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915832494854915564,"question":"Can I pay for monthly and annual bills with Bills Manager?","answer":"Bills Manager works with any bill paid by Direct Debit or standing order, so you can absolutely add annual bills!. You just need to make there's enough money in the space when they come out. You can check how much the total is each month in the app! To do this:
You can also turn on notifications in the Starling app to be notified of any upcoming Direct Debit payments. Please note: When you set up the bills to pay from your Space, we will show you a total for all the previous payments, so adding an annual bill could give you a misleading number.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915663906044529347,"question":"Can I pay for monthly and annual bills with Bills Manager?","answer":"Bills Manager works with any bill paid by Direct Debit or standing order, so you can absolutely add annual bills!. You just need to make there's enough money in the space when they come out. You can check how much the total is each month in the app! To do this:
You can also turn on notifications in the Starling app to be notified of any upcoming Direct Debit payments. Please note: When you set up the bills to pay from your Space, we will show you a total for all the previous payments, so adding an annual bill could give you a misleading number.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915784161863025101,"question":"Can I pay for monthly and annual bills with Bills Manager?","answer":"Bills Manager works with any bill paid by Direct Debit or standing order, so you can absolutely add annual bills!. You just need to make there's enough money in the space when they come out. You can check how much the total is each month in the app! To do this:
You can also turn on notifications in the Starling app to be notified of any upcoming Direct Debit payments. Please note: When you set up the bills to pay from your Space, we will show you a total for all the previous payments, so adding an annual bill could give you a misleading number.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5296288545744373247,"question":"Where can I use my mobile wallet? Can I use it abroad?","answer":"Mobile wallets can be used anywhere that accepts contactless payments. This includes on transport, in shops, restaurants and cafes around the world
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915711907830516921,"question":"How do I add money to my Connected card?","answer":"As soon as you've set up a Connected Card Space, you can add and withdraw money.
To do this:
To keep your money secure, the Connected Card Space has a maximum balance of £200.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915864082011606150,"question":"Can I use Settle Up on my business account?","answer":"We currently only offer Settle up on our personal accounts and joint accounts. If you want to find out more about this, click here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":33,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915778531916399494,"question":"Can I see my message history with the customer service team?","answer":"You can see your message history with customer service in the Starling app! If you have a business or joint account, please be aware that all users will be able to see the message history. This includes any personal information shared in the app.
To view your message history:
You should then be able to see your messages with the team.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915850044472772979,"question":"Can I receive euros into my joint account? ","answer":"Yes, you will be able to receive payments in euros into your Starling joint account. However, euros will be converted into GBP before they are credited into your joint account.
We’ll use Starling’s internal exchange rate to make this conversion.
Starling’s internal exchange rate is based on a mid-market point calculated from third party exchange rates, plus a 2% margin.
An example of how the rate works:
Someone sends €1,000 to your joint account. If the mid-market point is 0.8446, then the Starling internal exchange rate applied to the euro payment would be 98% of the mid-market point (i.e. 0.8277), accounting for the 2% margin.
In this example, if you were sent €1,000 you’d receive £827.70 in your account.
Because exchange rates change regularly, we can’t tell you the exact rate that we’ll use to convert a payment beforehand. But you’ll be able to see the exact rate that was used in your in-app transaction feed and in your statements.
If you would like to find out what the current Starling internal exchange rate is, or more about the rate in general, please contact us.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915610381014091921,"question":"What are the card limits for my joint account?","answer":"You can spend up to £10,000 each day with your card, across a maximum of 50 payments. You can also make up to 6 cash withdrawals per day, with a daily limit of £300.
Things to know
Cards should take between 5-7 working days to arrive. If you haven’t received it after that period, please get in touch with Customer Service - were available 24/7.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915805856397151115,"question":"What is Marketplace?","answer":"The Starling Marketplace brings together a world of financial products to help you manage your money better. From mortgage and insurance providers to smart pension and bill management tools. We’ve hand picked a selection of third-party products that work with your Starling app.
\nChoose the ones that work for you and enjoy an overview of your financial life from every angle – and control of your money like never before.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Business Marketplace","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915643599656992923,"question":"What is Marketplace?","answer":"The Starling Marketplace brings together a world of financial products to help you manage your money better. From mortgage and insurance providers to smart pension and bill management tools. We’ve hand picked a selection of third-party products that work with your Starling app.
\nChoose the ones that work for you and enjoy an overview of your financial life from every angle – and control of your money like never before.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Account support","subcategory":"Marketplace","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915610441310094601,"question":"Why are some transactions missing from my accounting software bank feed?","answer":"In the Starling Marketplace you can link accounting software to many partners. You'll be able to enjoy a live bank feed allowing an automatic export of your transaction data to your chosen accounting software in real time.
\nThere are some transactions which show in your Starling account, but won't be displayed in your accounting software export. For example pending transactions (are subject to change) so they wont show yet.
\nOther times, it may be a genuine technical issue. A quick fix is to remove the service and reconnect it through the marketplace.
\nYou can remove an accounting integration by heading to the Marketplace
\nTo re-add FreeAgent or Xero, you can head into the ‘Accounting’ section of the Marketplace and set up the connection once more. QuickBooks can be set up again by visiting the dashboard in their online portal.
\nDuring the set-up, you'll be asked to select a date in the past from which to sync transactions over to your selected accounting provider. To make sure any transactions that are missing from your accounting feed will show select a date before the transactions.
\nIt’s possible that transactions could still be missing. At this point, please get in touch for us to look further into this for you.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Business Marketplace","featured":false,"priority":8,"context":{"appScreen":["TRANSACTION"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915732204083627548,"question":"Which types of bank accounts can I integrate with Xero?","answer":"Xero is a cloud based accounting software which can integrate with your Starling Businesss Account or Sole Trader Account.
\nXero supports accounts in the following currencies: GBP, EUR and US Dollar.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915847707483655148,"question":"What is Zettle?","answer":"Zettle is a PayPal company. They provide a range services, which Small and Medium-sized Enterprises (SMEs) can use to accept payments in store or on the go.
\nSome of the products offered by Zettle are:
\nMore information can be found at https://gb.zettle.com/
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915843726156778634,"question":"What is SumUp?","answer":"SumUp provides a range services, which Small and Medium-sized Enterprises (SMEs) can use to accept payments in store or on the go.
\nSome of the products offered by SumUp are:
\nMore information can be found at https://sumup.co.uk/.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915645197886768416,"question":"What does the name check column result mean in Bulk Payments?","answer":"The name check column is showing you the result of the Confirmation of Payee check on each payee. This check confirms whether the account name entered in a payment instruction matches the account name of the intended recipient.
\nIf a payee has not passed the check, e.g. it does not say “match” in the name check column. It is always best to confirm the account details with the payee before you make the payment. If you are unsure what the result means you can hover over the word to see more information.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915841418514288435,"question":"What does the integration between Starling and FreeAgent do?","answer":"The Starling integration will automatically send your Starling Bank account transaction activity through to FreeAgent in near real time. That way you never need to manually download a statement and upload to FreeAgent.
\nDetails of the transaction including the amount, date, time and merchant information will be available to reconcile within FreeAgent. The name of the FreeAgent organisation that you have connected to Starling will be displayed within the Starling Marketplace.
\nYour current Starling balance is not shared with FreeAgent.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915681742111916555,"question":"What does ‘Approved: Unpaid’ mean?","answer":"This means that although you approved the bulk payment on your mobile, there are payments that need reviewing. You can do this by going to your app, tapping on the payment and providing some further information. If there are no payments showing as needing a review. This could mean something went wrong with the bulk payment and therefore none of the payments have been paid.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915633760587302529,"question":"What does ‘Approved: Partially paid’ mean?","answer":"If it’s been a few minutes since you authorised the bulk payment on your mobile and the status is still ‘Approved: Partially paid’. This means that only some of the payments in your payment file were completed. An error occurred whilst the bulk payment was being processed. You can see which payments went through in your transaction feed.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915782273559904388,"question":"What do I do if I have uploaded the wrong file into Bulk Payments?","answer":"If you’re still editing the bulk payment, you can select ‘Upload a new file’. If you have pressed ‘Authorise payment on phone’, you will be notified on your phone. As you follow the flow you will be given options to stop the payment before approving it. Once you’ve pressed ‘Approve’ on your mobile, the payments will be made.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826751282235788,"question":"How will the integration between Starling and Xero handle my ‘Spaces’?","answer":"The integration between Starling and Xero does not currently recognise spaces. The balance within spaces is simply included in the overall account balance. Transfers between the main account and the space are not recorded in Xero. This is to ensure that the Xero account balance is an accurate representation of the Starling account balance. As a result the balance within both the main account and spaces should be entered into Xero as the starting balance after connecting Xero to Starling.
\nThe only space transactions that will pull through to Xero are transactions made from 'spaces'. For example, if you pay your corporation tax from your 'Tax' space you will see the transaction in your Xero feed. The space name will be in brackets for your reference (e.g. faster payment (Tax)). These transactions are recorded because your overall account balance decreases as a result of money leaving your account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915669984855084996,"question":"How will the integration between Starling and FreeAgent handle my ‘Spaces’?","answer":"The integration between Starling and FreeAgent does not recognise spaces. The balance within spaces is included in the overall account balance. Transfers between the main account and the space are not recorded in FreeAgent. This is to make sure the FreeAgent account balance is an accurate representation of the Starling account balance. Spaces are not treated as a separate account but as an extension to your current account allowing you to set aside money for certain goals. As such, the balance within both the main account and spaces should be entered into FreeAgent as the starting balance after connecting FreeAgent to Starling.
\nThe only space transactions that will pull through to FreeAgent are transactions made from 'spaces'. For example, if you pay your corporation tax from your 'Tax' space you will see the transaction in your FreeAgent feed. The space name will be shown after the hyphen (e.g. Faster payment '-' Tax). These transactions are recorded because your overall account balance decreases as a result of money leaving your account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915749829088986628,"question":"How do I integrate my Starling business account with Xero?","answer":"To connect your Starling account to Xero you need to visit the Marketplace section of the Starling app. The Marketplace can only be found on the primary GBP account menu.
\nOnce in the Marketplace, tap on the Browse option and select Xero, which can be found in the Accounting section.
\nClick to Add and you will be asked to confirm if you’re an existing Xero customer or want to sign up.
\nAssuming you already use Xero:
\nAfter completing the above steps, you should be directed back to the Starling Marketplace. Transactions will now be automatically synced between your Starling account and Xero.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915816907378216555,"question":"How do I integrate my Starling business account with FreeAgent?","answer":"Connecting for the first time
\nTo connect your Starling account to FreeAgent you need to visit the Marketplace section of the Starling app. The Marketplace can only be found on the primary GBP account menu.
\nOnce in the Marketplace, click on the Browse option and select Free Agent, which can be found in the accounting section.
\nAssuming you already use FreeAgent:
\nClick to Add FreeAgent
\nAfter completing the above steps, you should be directed to the Starling Marketplace. Transactions will now be automatically synced between your Starling account and FreeAgent.
\nRe-connecting to FreeAgent
\nIf you have linked to FreeAgent previously and wish to re-connect you need to ensure the old integration is completely removed first. Head to the Marketplace section of the Starling app and you should see a FreeAgent tile visible on this page. If you don’t see this, simply follow the steps above as if connecting for the first time. For those with the tile showing, you should click on this and then select Remove to delete FreeAgent from your Starling account. Then you can re-add as above.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915677327543453569,"question":"How do I close my Business account?","answer":"We’re sorry to see you go. If you want to close your account, please get in touch with Customer Service from your app.
\nIf you have a positive balance on your account, please transfer this to another account in the usual way.
\nIf you prefer, we can send a cheque for your outstanding balance to the address we have for you. You will need to cancel all payment instructions, direct debits and standing orders you have on your account. Please also delete the app from your device, unless you hold other accounts with us.
\nIf you request to close your account whilst its overdrawn. We will leave this open and seek to recover the amounts you owe us.
\nPlease see your account Terms and Conditions for everything you need to know about closing your account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915734416801939477,"question":"What should I do if my Paypal payout includes the Zettle payout as well as other sales?","answer":"If the payout is all in relation to your Zettle account, you should categorise the payout as 'Transfers'. This will avoid double counting your Zettle sales.
\nIf your payout is made up of Zettle payout and other sales made directly into Paypal. You should:
\nFor example, if you have a Paypal payout of £100, of which £60 is attributable to Zettle, then you would set the allowable tax amount for this transaction to £40.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915722446683588161,"question":"How do I tell Starling Bank about a bereavement? ","answer":"It's never easy to cope with the death of a loved one, and managing their estate and affairs can be overwhelming. We're here to help ease the burden wherever we can, so you can focus on what matters most.
\nIf you need to let us know about a Starling account holder who has passed away, please get in touch as soon as possible. You can do this either by emailing us at help@starlingbank.com or by calling our Customer Service team on 0207 930 4450.
\nOur Customer Support page has information on the documents we'll need, along with helpful guidance on the next steps. You'll also find information on our probate threshold and what happens for Business accounts.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915792172803246168,"question":"How do I tell Starling Bank about a bereavement? ","answer":"It's never easy to cope with the death of a loved one, and managing their estate and affairs can be overwhelming. We're here to help ease the burden wherever we can, so you can focus on what matters most.
\nIf you need to let us know about a Starling account holder who has passed away, please get in touch as soon as possible. You can do this either by emailing us at help@starlingbank.com or by calling our Customer Service team on 0207 930 4450.
\nOur Customer Support page has information on the documents we'll need, along with helpful guidance on the next steps. You'll also find information on our probate threshold and what happens for Business accounts.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915757297056892724,"question":"How do I tell Starling Bank about a bereavement? ","answer":"It's never easy to cope with the death of a loved one, and managing their estate and affairs can be overwhelming. We're here to help ease the burden wherever we can, so you can focus on what matters most.
\nIf you need to let us know about a Starling account holder who has passed away, please get in touch as soon as possible. You can do this either by emailing us at help@starlingbank.com or by calling our Customer Service team on 0207 930 4450.
\nOur Customer Support page has information on the documents we'll need, along with helpful guidance on the next steps. You'll also find information on our probate threshold and what happens for Business accounts.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":32,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6121329152573916783,"question":"Can the Starling Bank customer service team unrestrict my account?","answer":"Our customer service team will do everything they can to help. After an account is restricted, we will be in touch to advise further of what actions you need to take. Our main aim is to keep everyone safe and we are working hard to ensure this.
\nPlease don't provide your personal details to any third parties on social media who may offer 'account unrestriction' or 'recovery' services; only certain Starling employees can lift account restrictions.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":6121445549831442153,"question":"Why would you restrict an account?","answer":"Starling Bank will only restrict an account as a last resort. We want everyone to be able to manage their finances 24/7 and we understand that a restricted account can be distressing - especially if you need access to your money quickly. However, it's incredibly important that we protect our customers and the integrity of the UK's financial services. As you may know, it's also our responsibility to review and monitor accounts and transactions for unusual activity, and take appropriate action. Regulations that keep us all safe: As a regulated financial institution, it's our duty to follow the applicable laws and regulations, to prevent the misuse of our accounts and protect our customers. There are several reasons a Starling account may be restricted; we can't elaborate on every possible scenario, but we'll run through some possibilities below. Don't worry, where we are able to, we'll be in touch to let you know and outline anything we require to speed up the process. We have reason to believe your account isn't safe: Keeping our customers safe is a priority. If we have any reason to believe your account, or money, isn't safe - for example, if you've granted a third party access to your account, or they've gained it without your knowledge, our teams will take the appropriate action. This could mean your account is restricted, while we review the account or speak to you, to resolve the issue. Our tech has spotted something unusual: Our tech is designed to spot activity that can be indicative of financial crime, or otherwise appears to differ from the normal behaviour of your account. We are continuously developing our tech and reviewing our accounts - if we suspect an account is being misused, we will investigate and take the most appropriate action. Something isn't right: Quite simply - something isn't quite right. It may be that we need some additional information from you, if so - we'll be in touch, it could be that another financial institution has contacted us regarding an account, prompting a review, resulting in the account being temporarily restricted. Rest assured, our team is on it, we aim to resolve the issue as quickly as possible. You're in breach of our terms and conditions: If we suspect an account is in breach of our terms and conditions, we'll be in touch to inform you and resolve the issue, where possible. If the activity continues, or we're unable to satisfy ourselves that the account is operating within our T&Cs, it's possible the account will be restricted or notice of closure will be issued. You can find the most recent version of our terms and conditions on our website. The above list isn't an exhaustive list, but I hope it provides some additional insight into why we may restrict an account. There are many more scenarios where our team would be required to take action.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":31,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1933246173110419811,"question":"Why am I not able to have an Easy Saver?","answer":"Easy Saver accounts are subject to eligibility criteria. This means that only customers who match our criteria will be able to apply for and open an Easy Saver.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":889085175436101768,"question":"Can I reapply after I have closed my Easy Saver?","answer":"Yes, if you are eligible then you can apply again straight after you have closed your Easy Saver, but you'll need to go through eligibility and fraud checks again.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Easy Saver","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915835548409152723,"question":"Why can’t I see the option to apply for a Fixed Saver in the mobile app/online?","answer":"Our Fixed Saver accounts are subject to checks. This means that the option to open the product is not available for all customers.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":25,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915796862911007623,"question":"What is the minimum deposit required to open a Fixed Saver?","answer":"The minimum deposit needed to open an account is £2,000.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915870613297384056,"question":"What is the maximum amount I can deposit in a Fixed Saver?","answer":"The maximum amount you can hold in a Fixed Saver is £1 million. This is also the maximum amount that you can hold across all of your Fixed Savers.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915844284888925233,"question":"What happens to our Fixed Saver if our company changes ownership?","answer":"The Business Fixed Saver is associated with the business, rather than the company's owners. So, if the owners do change, any Business Fixed Savers will stay with the business.
","accountTypes":["BUSINESS"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915696048502755181,"question":"What happens to our Fixed Saver if I decide to close my Starling Business Current Account?","answer":"Your Fixed Saver will still be accessible to you via the app. You will be able to view the balance, relevant documents and contact Customer Services.
","accountTypes":["BUSINESS"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915827297148686021,"question":"What happens to my Fixed Saver if I decide to close my Starling Current Account?","answer":"Your Fixed Saver will still be accessible to you via the app. You will be able to view the balance, relevant documents and contact Customer Services.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915814436718266878,"question":"How often is interest paid on a Fixed Saver?","answer":"Interest is paid at the end of the term. You will be able to see how much interest you will earn before opening your space.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915824736853053325,"question":"How often can I make deposits into a Fixed Saver?","answer":"You can only deposit into each Fixed Saver once, at the start of the term. You are able to open multiple Fixed Saver spaces.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915722985999256293,"question":"How much does it cost to open a Fixed Saver?","answer":"You won't be charged any fees to open a Fixed Saver.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915721890992178849,"question":"How do I open a Fixed Saver?","answer":"From the spaces section of the current account in the Starling Bank app or in Online Banking.
Fixed Saver accounts are subject to eligibility criteria. That means that the option to apply for these accounts in the app will only be visible for customers that match our criteria.
You can cancel your Business Fixed Saver within the first 14 days. If you do, we will return your money to you without any interest.
\nAfter 14 days, you won't be able to withdraw your money or close your Business Fixed Saver until the end of the term. But, if you need access to the money in exceptional circumstances, get in touch with us. You can let us know about your situation by tapping the menu icon in the top-right corner of your app, then ‘Help’, then ‘Talk to Starling’. Or you can email us at help@starlingbank.com.
\nWe can't always guarantee we'll be able to give you access to the money, but we'll do what we can to help. If we do return your money before the end of the term, we'll return it without interest.
","accountTypes":["BUSINESS"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915763550770382354,"question":"Can Starling Bank change the interest rate on my Fixed Saver?","answer":"No, the interest rate will stay the same for the full length of the term.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915712761909300072,"question":"Can I withdraw my funds before the end of the fixed term?","answer":"You can cancel your Fixed Saver within the first 14 days. If you do, we will return your money to you without any interest.
\nAfter 14 days, you won't be able to withdraw your money or close your Fixed Saver until the end of the term. But, if you are in an exceptional circumstance or are experiencing financial difficulty and you need access to the money, get in touch with us. You can let us know about your situation by tapping the menu icon in the top-right corner of your app, then ‘Help’, then ‘Talk to Starling’.
\nWe can't always guarantee we'll be able to give you access to the money, but we'll do what we can to help. If we do return your money before the end of the term, we'll return it without interest.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915737390090898721,"question":"Can I have multiple Fixed Savers?","answer":"Yes, you can open multiple Fixed Savers. There can be a maximum of £1 million across all your Fixed Saver spaces.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5982813171992184678,"question":"Can I get a statement for my Fixed Saver before the 1 year term ends?","answer":"Yes. You can message us in the app to ask for a one-off statement for your Fixed Saver. When your Fixed Saver comes to an end, we'll also send you a final statement.
","accountTypes":["INDIVIDUAL","BUSINESS","SOLE_TRADER"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915830936655773830,"question":" How do I make a deposit into a Fixed Saver?","answer":"When opening your Fixed Saver Space you will select the amount you wish to deposit. The funds will then be automatically transferred from your main current account balance to the Fixed Saver.
","accountTypes":["INDIVIDUAL"],"category":"Savers","subcategory":"Fixed Saver","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":4386848063521377901,"question":"Can I pay a Direct Debit in euros from my Joint Account?\n","answer":"Yes, you can. Payments are only made on working days, so any payment scheduled for the weekend or a Bank Holiday will leave your account the next working day.
\nSome European banks may charge a fee to receive a direct debit payment that originates from outside of the European Economic Area. As a result of Brexit, Starling is outside of the European Economic Area.
\nIf you need to pay a Direct Debit in euros from your Joint Account, you can provide your International Joint Account details, called an IBAN. However, pounds will be converted into euros before they leave your account.
\nWe'll use Starling's internal exchange rate to make this conversion.
\nStarling's internal exchange rate is based on a mid-market point calculated from third party exchange rates, plus a 2% margin.
\nAn example of how the rate works:
\nYou need to pay a €1,000 Direct Debit from your joint account. If the mid-market point is 0.8446, then the Starling internal exchange rate applied to the euro payment would be 102% of the mid-market point (i.e. 0.8615), accounting for the 2% margin.
\nIn this example, if you were sending €1,000 you'd pay £861.50 from your Joint account.
\nBecause exchange rates change regularly, we can't tell you the exact rate that we'll use to convert a payment beforehand. But you'll be able to see the exact rate that was used in your in-app transaction feed and in your statements.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915718884546922397,"question":"Why haven't I received my UK payment yet?","answer":"Bank transfers from most UK banks arrive instantly, but can take up to 2 hours.
\nBeen waiting for more than 2 hours or worried about the payment?
\nSome banks may hold a payment for up to 4 days while they review it.
\nIf you're worried about anything, it's best to get in touch with the sender. They can contact their bank and trace the payment for you. They'll usually give you a Faster Payment ID (FPID) which we'll need to check if the payment is missing.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":31,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":["FASTER_PAYMENTS_IN"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FASTER_PAYMENTS_IN"]},{"id":3915803874705425354,"question":"Why haven't I received my UK payment yet?","answer":"Bank transfers from most UK banks arrive instantly, but can take up to 2 hours.
\nBeen waiting for more than 2 hours or worried about the payment?
\nSome banks may hold a payment for up to 4 days while they review it.
\nIf you're worried about anything, it's best to get in touch with the sender. They can contact their bank and trace the payment for you. They'll usually give you a Faster Payment ID (FPID) which we'll need to check if the payment is missing.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":24,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":["FASTER_PAYMENTS_IN"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FASTER_PAYMENTS_IN"]},{"id":3915688002953757518,"question":"Why haven't I received my UK payment yet?","answer":"Bank transfers from most UK banks arrive instantly, but can take up to 2 hours.
\nBeen waiting for more than 2 hours or worried about the payment?
\nSome banks may hold a payment for up to 4 days while they review it.
\nIf you're worried about anything, it's best to get in touch with the sender. They can contact their bank and trace the payment for you. They'll usually give you a Faster Payment ID (FPID) which we'll need to check if the payment is missing.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":48,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":["FASTER_PAYMENTS_IN"],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["SOURCE:FASTER_PAYMENTS_IN"]},{"id":3915786146636909693,"question":"Can I pay my bills from a Space? How do I set this up?","answer":"You can choose to pay any Direct Debit or standing order from a new or existing Space. You choose which bills you'd like to pay, then each time we receive a request for payment, we'll take the money from the Space instead of your main balance.
\nMobile app:
\nIn Spaces, tap the Space you'd like to pay your bills from, tap Manage Space then Pay bills from this Space. We'll show you some information about how bills will be paid, then you can choose which of your Direct Debits and standing orders you'd like to pay from the Space.
\nStarling online banking:
\nIn Spaces, click on the Space you'd like to pay your bills from then in the Manage Space panel, click on Pay bills from this Space and choose the bills you'd like to pay from the Space.
\nWith virtual cards, you can also pay online subscriptions from a Space. To set this up, go to Manage Space and choose Create a virtual card. Then, go to the merchant website to update payment details with the virtual card details, which you can find in Manage Space or in the Card hub.
\nWe'll show you a total of the latest payments you've selected so you can set up an automatic transfer to the Space to cover the amount. We'd recommend adding a little extra money to the Space to make sure you aren't caught out by any amount changes.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915680355581249646,"question":"Can I pay my bills from a Space? How do I set this up?","answer":"You can choose to pay any Direct Debit or standing order from a new or existing Space. You choose which bills you'd like to pay, then each time we receive a request for payment, we'll take the money from the Space instead of your main balance.
\nMobile app:
\nIn Spaces, tap the Space you'd like to pay your bills from, tap Manage Space then Pay bills from this Space. We'll show you some information about how bills will be paid, then you can choose which of your Direct Debits and standing orders you'd like to pay from the Space.
\nStarling online banking:
\nIn Spaces, click on the Space you'd like to pay your bills from then in the Manage Space panel, click on Pay bills from this Space and choose the bills you'd like to pay from the Space.
\nWe'll show you a total of the latest payments you've selected so you can set up an automatic transfer to the Space to cover the amount. We'd recommend adding a little extra money to the Space to make sure you aren't caught out by any amount changes.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915648102527747072,"question":"What are my bank transfer limits for my joint account?","answer":"Payment limits apply to your personal account. You can process payments in the app, and should we need any further information to approve the payment, we'll get back in touch with you in-app. In some circumstances, you may be asked to provide some evidence regarding your payment. We review the information you provide between 9 am and 5 pm on business days.
Please note the Faster Payments scheme has a £1,000,000 per transaction, per day limit. If you wish to send a payment over this amount, the payment will need to be sent via CHAPS.
If you require a CHAPS payment, please get in touch via the app. Please note there is a £20 charge for each CHAPS payment.
Payment limits also exist for international payments. Please contact customer services via in-app chat to find out your international payment limit.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915717645599720849,"question":"What's Starling's address?","answer":"We're a digital bank, so we don't have physical branches, however, you may be asked to provide an address for your bank account with us.
\nIf you've been asked for Starling's Address for Direct Debits, please use:
\nStarling Bank Operations Team,
\n5th Floor Brunel House,
\n2 Fitzalan Road,
\nCardiff, Wales,
\nCF24 0FG
\nIf you have been asked to provide your Branch Address for any other purpose, please use:
\n5th Floor London Fruit And Wool Exchange,
\n1 Duval Square,
\nLondon, United Kingdom,
\nE1 6PW
\nTo post a Cheque to us, please see our guidance here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":27,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915786385719774296,"question":"What's Starling's address?","answer":"We're a digital bank, so we don't have physical branches, however, you may be asked to provide an address for your bank account with us.
\nIf you've been asked for Starling's Address for Direct Debits, please use:
\nStarling Bank Operations Team,
\n5th Floor Brunel House,
\n2 Fitzalan Road,
\nCardiff, Wales,
\nCF24 0FG
\nIf you have been asked to provide your Branch Address for any other purpose, please use:
\n5th Floor London Fruit And Wool Exchange,
\n1 Duval Square,
\nLondon, United Kingdom,
\nE1 6PW
\nTo post a Cheque to us, please see our guidance here.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":44,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915841441267926330,"question":"What's Starling's address?","answer":"We're a digital bank, so we don't have physical branches, however, you may be asked to provide an address for your bank account with us.
\nIf you've been asked for Starling's Address for Direct Debits, please use:
\nStarling Bank Operations Team,
\n5th Floor Brunel House,
\n2 Fitzalan Road,
\nCardiff, Wales,
\nCF24 0FG
\nIf you have been asked to provide your Branch Address for any other purpose, please use:
\n5th Floor London Fruit And Wool Exchange,
\n1 Duval Square,
\nLondon, United Kingdom,
\nE1 6PW
\nTo post a Cheque to us, please see our guidance here.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":18,"context":{"appScreen":["ADD_MONEY","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915674090505719491,"question":"Can my business receive euros into its business current account? ","answer":"Yes, your business will be able to receive payments in euros into its GBP Business Current Account (BCA) or GBP Sole Trader Account (STA). However, any payments in euros will be converted into GBP before they credit your account.
\nWe'll use Starling's internal exchange rate to make this conversion.
\nStarling's internal exchange rate is based on a mid-market point calculated from third party exchange rates, plus a 2% margin.
\nAn example of how the rate works:
\nSomeone sends €1,000 to your BCA or STA. If the mid-market point is 0.8446, then the Starling internal exchange rate applied to the euro payment would be 98% of the mid-market point (i.e. 0.8277), accounting for the 2% margin.
\nIn this example, if the business was sent €1,000 it would receive £827.70 in its BCA or STA.
\nBecause exchange rates change regularly, we can't tell you the exact rate that we'll use to convert a payment beforehand. But you'll be able to see the exact rate that was used in your in-app transaction feed and in your statements.
\nIf you would like to find out what the current Starling internal exchange rate is, or more about the rate in general, please contact us.
","accountTypes":["BUSINESS"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":24,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5346376224237175302,"question":"Why don't you use the Mastercard exchange rate in Argentina?","answer":"In Argentina, visitors enjoy a better exchange rate from the Argentinian government. Payments made with your Starling debit card will be charged using this preferential rate.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5346612933111597348,"question":"Why don't you use the Mastercard exchange rate in Argentina?","answer":"In Argentina, visitors enjoy a better exchange rate from the Argentinian government. Payments made with your Starling debit card will be charged using this preferential rate.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5346416562152623652,"question":"Why don't you use the Mastercard exchange rate in Argentina?","answer":"In Argentina, visitors enjoy a better exchange rate from the Argentinian government. Payments made with your Starling debit card will be charged using this preferential rate.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":18,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756486515638991,"question":"Can I use my card abroad and are there any fees or charges?","answer":"Starling is great for travel. You can use your Starling card in a whole load of countries – almost anywhere you see the Mastercard logo, in fact!
\nUnlike a lot of other banks, we don't add fees or charges when you use your card overseas. It's also free to withdraw cash from ATMs outside the UK.
\nBear in mind that you may still be charged by the ATM provider, as you would in the UK.
\nCard payments are converted into GBP using the Mastercard rate. When using your card abroad, always select the option to pay in local currency to get this rate.
\nPlaces where you can't use your Starling card
\nYou won't be able to use your card in these places, but you'll still have access to your account:
\nStarling is great for travel. You can use your Starling card in a whole load of countries – almost anywhere you see the Mastercard logo, in fact!
\nUnlike a lot of other banks, we don't add fees or charges when you use your card overseas. It's also free to withdraw cash from ATMs outside the UK.
\nBear in mind that you may still be charged by the ATM provider, as you would in the UK.
\nCard payments are converted into GBP using the Mastercard rate. When using your card abroad, always select the option to pay in local currency to get this rate.
\nPlaces where you can't use your Starling card
\nYou won't be able to use your card in these places, but you'll still have access to your account:
\nStarling is great for travel. You can use your Starling card in a whole load of countries – almost anywhere you see the Mastercard logo, in fact!
\nUnlike a lot of other banks, we don't add fees or charges when you use your card overseas. It's also free to withdraw cash from ATMs outside the UK.
\nBear in mind that you may still be charged by the ATM provider, as you would in the UK.
\nCard payments are converted into GBP using the Mastercard rate. When using your card abroad, always select the option to pay in local currency to get this rate.
\nPlaces where you can't use your Starling card
\nYou won't be able to use your card in these places, but you'll still have access to your account:
\nIf you lose an Apple Pay enabled device (other than your phone), you can lock your Starling Bank card in the app. Go to the Cards tab and toggle the card locked, which will suspend it.
\nIf you find it, you can unlock the card. This will un-suspend it on the Apple Wallet automatically. You can also deactivate Apple Pay by placing your device in Lost Mode via Find My iPhone, or Removing All Cards on icloud.com.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Apple Pay","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915686354783849135,"question":"How do I check how much cash I’ve deposited at the Post Office?","answer":"You can check how much cash you have deposited into your account in the app. All you need to do is search \"Post Office Banking Services\" on the transaction history.
\nBusiness customers can deposit up to £5000 per day with a maximum of £250 of this amount in coins. Business customers can deposit up to £100,000 per calendar year.
\nSole trader customers can deposit up to £5000 per day with a maximum of £250 of this amount in coins. Sole Traders can deposit up to £20,000 per calendar year.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915711033454118868,"question":"Can I deposit cash into my account?","answer":"Yes, you can deposit cash into your Starling business account at any Post Office branch.
\nFor business customers and sole traders, there’s a 0.7% charge on each cash deposit, with a minimum charge of £3.
\nBusiness customers can deposit up to £5000 per day with a maximum of £250 of this amount in coins. Business customers can deposit up to £100,000 per calendar year.
\nSole trader customers can deposit up to £5000 per day with a maximum of £250 of this amount in coins. Sole Traders can deposit up to £20,000 per calendar year.
\nIf you want to check how much you’ve deposited through the Post Office so far, open your mobile app to the Home screen and Swipe up for transactions then search for \"Post Office Banking Services\".
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3373505797663574316,"question":"Where can I use my teen account card?","answer":"You can use your teen account card anywhere you see the Mastercard logo. This includes online, in shops and at cash machines. You can also use your card in the UK and abroad.
\nYou won’t be able to use your card for things that have an age restriction, for example in casinos, or on betting and gambling websites. We also block some shops and businesses that sell age-restricted items, and we may block some unintentionally.
","accountTypes":["INDIVIDUAL"],"category":"Teen Accounts","subcategory":"Teen Accounts","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915605765563957727,"question":"How can I create a standing order or scheduled payment?","answer":"You can create a standing order, or scheduled payment to a payee, from the app.
\nGo to the Payments tab and make sure you’ve added the payee you want to pay.
\nTap the payee/account and then tap Pay. Add details for the amount, and reference, then select Schedule a payment.
\nYour standing order will now appear under the Scheduled tab.
\nYou can select when you'd like it to start and the frequency. You can also set an ending date.
\nYou can also:
\nSet up a scheduled payment into a Space. You can do this from the Spaces tab: Tap on 'Manage Space', tap 'Automatic transfer', toggle this on, and follow the steps.
\nSet up a scheduled payment to another of your Starling accounts. You can find out more about how to do this here.
\nYou can create a standing order, or scheduled payment to a payee, from the app.
\nGo to the Payments tab and make sure you’ve added the payee you want to pay.
\nTap the payee/account and then tap Pay. Add details for the amount, and reference, then select Schedule a payment.
\nYour standing order will now appear under the Scheduled tab.
\nYou can select when you'd like it to start and the frequency. You can also set an ending date.
\nYou can also:
\nSet up a scheduled payment into a Space. You can do this from the Spaces tab: Tap on 'Manage Space', tap 'Automatic transfer', toggle this on, and follow the steps.
\nSet up a scheduled payment to another of your Starling accounts. You can find out more about how to do this here.
\nYou can create a scheduled transfer between two of your Starling accounts from the app.
\nGo to the Payments tab and tap Transfer between accounts. This will only show if you have access to more than one Starling account.
\nTap Transfer on the account you want to schedule a transfer to.
\nAdd details for the amount, and reference, then enable Schedule this transfer.
\nYou can select when you'd like it to start and the frequency. You can also set an ending date.
\nPlease note: This functionality is currently not available when scheduling transfers to or from a Starling Business Current Account, or when a currency conversion is involved.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915599965626123277,"question":"How do I apply for a joint account?","answer":"You can apply for a joint account if:
\nyou’re both over 18
\nyou both have a personal account with us
\nyou’re both in the same room
\nHere’s what you both need to do, at the same time:
\nOpen the main menu (top right of the home screen).
\nTap Open a new account.
\nTap Joint account.
\nTap Next, then Continue to set-up.
\nTap Find them now to link your application to the other person’s.
\nJoint accounts are separate and different from personal accounts. This means we can't add someone to your personal account or change your personal account into a joint one.
\nYou and the other person don't have to keep your personal accounts open, if you don't want to. But our personal accounts do have extra features – such as euro accounts and overdrafts – which aren't available on joint accounts yet.
\nThere are certain eligibility criteria you have to meet to be able to open a joint account. You’ll only see the option to apply in the app if you’re eligible. And we can’t check if you’re eligible for a joint account until you’ve opened a personal one.
","accountTypes":["INDIVIDUAL","JOINT"],"category":"Setting up an account","subcategory":"Account set up","featured":true,"priority":40,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["personal"]},{"id":3915787956170343105,"question":"How do I apply for a joint account?","answer":"You can apply for a joint account if:
\nyou’re both over 18
\nyou both have a personal account with us
\nyou’re both in the same room
\nHere’s what you both need to do, at the same time:
\nOpen the main menu (top right of the home screen).
\nTap Open a new account.
\nTap Joint account.
\nTap Next, then Continue to set-up.
\nTap Find them now to link your application to the other person’s.
\nJoint accounts are separate and different from personal accounts. This means we can't add someone to your personal account or change your personal account into a joint one.
\nYou and the other person don't have to keep your personal accounts open, if you don't want to. But our personal accounts do have extra features – such as euro accounts and overdrafts – which aren't available on joint accounts yet.
\nThere are certain eligibility criteria you have to meet to be able to open a joint account. You’ll only see the option to apply in the app if you’re eligible. And we can’t check if you’re eligible for a joint account until you’ve opened a personal one.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":17,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3752060659673878419,"question":"I am a Sole Trader. If I close my overdraft, can I reopen it?","answer":"No – if you cancel your overdraft, you won’t be able to apply for a new one. This is because we don’t currently offer new overdrafts to sole traders.
","accountTypes":["BUSINESS"],"category":"Overdrafts and loans","subcategory":"Sole Traders","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1434069487936556550,"question":"How can I get help and support with SignVideo?","answer":"To fix any issue, please visit SignVideo's FAQs page. Or, email their technical support team directly at help@signvideo.co.uk.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":19,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":1431238958864221264,"question":"How do I use SignVideo?","answer":"Here are two ways you can use SignVideo:
\nSignVideo App
\nSignVideo website
\nSignVideo gives customers who would like to talk to us using British Sign Language (BSL) access to an online interpreter service. Contact us using SignVideo.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915777479580404241,"question":"Why have I been charged too much/too little by a restaurant in the USA?","answer":"In the USA, some restaurants will hold an amount on your card to cover the bill. This won’t include any tips or service charges.
\nA second payment for the full amount may follow it and it could appear as two payments for a few days.
\nHowever, don’t worry, the original amount will reverse within 8 calendar days and you'll only be charged once.
\nIf the money isn’t returned to your account after the 8th day, please get in touch with us. It’s always best to keep the receipts - just in case we need them.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915635854515063497,"question":"Why have I been charged too much/too little by a restaurant in the USA?","answer":"In the USA, some restaurants will hold an amount on your card to cover the bill. This won’t include any tips or service charges.
\nA second payment for the full amount may follow it and it could appear as two payments for a few days.
\nHowever, don’t worry, the original amount will reverse within 8 calendar days and you'll only be charged once.
\nIf the money isn’t returned to your account after the 8th day, please get in touch with us. It’s always best to keep the receipts - just in case we need them.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915630991002979590,"question":"Why have I been charged too much/too little by a restaurant in the USA?","answer":"In the USA, some restaurants will hold an amount on your card to cover the bill. This won’t include any tips or service charges.
\nA second payment for the full amount may follow it and it could appear as two payments for a few days.
\nHowever, don’t worry, the original amount will reverse within 8 calendar days and you'll only be charged once.
\nIf the money isn’t returned to your account after the 8th day, please get in touch with us. It’s always best to keep the receipts - just in case we need them.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915877178802652920,"question":"Why have I been charged more than the bill amount at a restaurant in Peru?","answer":"It’s common for restaurants in Peru to charge your card 20% more than the bill amount. When they complete the payment, the difference will be returned to your available balance. This usually happens within 8 calendar days.
\nIf the money isn’t returned to your account after the 8th day, please get in touch with us. It’s always best to keep the receipts - just in case we need them.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915840023127870549,"question":"Why have I been charged more than the bill amount at a restaurant in Peru?","answer":"It’s common for restaurants in Peru to charge your card 20% more than the bill amount. When they complete the payment, the difference will be returned to your available balance. This usually happens within 8 calendar days.
\nIf the money isn’t returned to your account after the 8th day, please get in touch with us. It’s always best to keep the receipts - just in case we need them.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915649313942161958,"question":"Why have I been charged more than the bill amount at a restaurant in Peru?","answer":"It’s common for restaurants in Peru to charge your card 20% more than the bill amount. When they complete the payment, the difference will be returned to your available balance. This usually happens within 8 calendar days.
\nIf the money isn’t returned to your account after the 8th day, please get in touch with us. It’s always best to keep the receipts - just in case we need them.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5295630261722171647,"question":"What happens to my mobile wallet when my card is replaced or expires?","answer":"When your card expires or you order a replacement card, we’ll automatically update your mobile wallet with the new card information. This means you can continue using your mobile wallet without interruption.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5293894898243947096,"question":"I get two notifications when I make a mobile wallet payment. How do I stop these?","answer":"Both the mobile wallet and Starling send instant spending notifications, which means you’ll be notified twice every time you pay using your mobile wallet.
\nIf you don’t want to get two notifications for every payment, you can turn off the notifications from Starling.
\nYes. If the app you’re using supports payments by Apple Pay or Google Pay, you can select the option when you checkout to pay.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"General","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5283715018828826782,"question":"How do I make my Starling card the default card on Apple Pay?","answer":"Just open your Apple Wallet app and drag your Starling card to the front.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Mobile Wallets","subcategory":"Apple Pay","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":5664598280757266905,"question":"Where & how do I serve legal proceedings?","answer":"If you need to notify us of, or serve us with, legal proceedings, you can send these to legal@starlingbank.com.
\nYou can also send documents relating to legal proceedings to our office address:
\n5th Floor, London Fruit And Wool Exchange
\n1 Duval Square
\nLondon, United Kingdom
\nE1 6PW
\nPlease mark any legal proceedings for the attention of the Disputes Legal Department.
\nOur customer service team will not be able to accept service of legal proceedings.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":12,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915678101041137516,"question":"Which countries can I send money to?","answer":"You can currently send international payments to 35 countries from your Starling account including:
\nYou can currently send international payments to 35 countries from your Starling account including:
\nYou can currently send international payments to 35 countries from your Starling account including:
\nSorry, we can’t reopen an account once it’s been closed.
\nAt the moment, we’re also unable to offer any new accounts to previous account holders. This is only a temporary change while we do some work behind the scenes, and we’re expecting to reopen new account applications to previous account holders very soon.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915692894943003811,"question":"Can I reopen my Starling business account?","answer":"Sorry, we can’t reopen an account once it’s been closed.
\nAt the moment, we’re also unable to offer any new accounts to previous account holders. This is only a temporary change while we do some work behind the scenes, and we’re expecting to reopen new account applications to previous account holders very soon.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915634668120983862,"question":"Can I reopen my Starling personal account? ","answer":"Sorry, we can’t reopen an account once it’s been closed.
\nAt the moment, we’re also unable to offer any new accounts to previous account holders. This is only a temporary change while we do some work behind the scenes, and we’re expecting to reopen new account applications to previous account holders very soon.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":35,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":725784912359017229,"question":"Are calls recorded?","answer":"Yes, our calls are recorded for training and quality purposes. Some calls may also be automatically transcribed.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":721939990951645152,"question":"Do you transcribe calls? What does ‘automatically transcribed’ mean?","answer":"Some calls may be transcribed for training and quality purposes. If this is the case for your call, our system automatically summarises and converts our conversation into a text record on your account.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915735208199015350,"question":"Are there any account fees on the personal account?","answer":"Our Personal accounts have no monthly fees, free Faster Payments, Direct Debits and Standing Orders, as well as fee-free international ATM withdrawals. We do charge for certain services, such as additional accounts. For more information on our fees, rates, and charges - head here
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Fees","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915812438485057788,"question":"Can I switch my non-UK bank account to Starling?","answer":"Unfortunately, the Current Account Switch Service (CASS) only supports UK bank accounts. We don't offer a switching service for non-UK accounts.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915781835394142033,"question":"My card is damaged/broken, how do I get a new one?","answer":"You can order a replacement by going to the Card screen and tapping 'Cancel & Replace Card.' The 'Replace Card' option will allow you to keep your old card active while you wait for your new card to arrive.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915630062981236125,"question":"My card is damaged/broken, how do I get a new one?","answer":"You can order a replacement by going to the Card screen and tapping 'Cancel & Replace Card.' The 'Replace Card' option will allow you to keep your old card active while you wait for your new card to arrive.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915648908952289957,"question":"My card is damaged/broken, how do I get a new one?","answer":"You can order a replacement by going to the Card screen and tapping 'Cancel & Replace Card.' The 'Replace Card' option will allow you to keep your old card active while you wait for your new card to arrive.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915648490361212103,"question":"Can I set different permissions for different users?","answer":"Currently, all users get full access to the account. But we're working on making additional levels of permissions available soon.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915619259605011640,"question":"Where accounts have multiple users, can I see who made a transaction?","answer":"Yes, all transactions carried out by a specific user (card payments, faster payments etc.) will be labelled as such in the app. You will see (and be notified about) transactions that were not made by you. If you suspect a transaction is fraudulent, please ask the user linked to the transaction to contact us and we'll investigate. Transactions made independently of a single user's action (direct debits, direct credits, incoming payments etc.) can't be labelled.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915833393719889808,"question":"Should I sign the back of my card?","answer":"Your card will work just fine without a signature, but you can sign it just in case a merchant asks to check your signature.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915787514198444651,"question":"Should I sign the back of my card?","answer":"Your card will work just fine without a signature, but you can sign it just in case a merchant asks to check your signature.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915657745798352205,"question":"Should I sign the back of my card?","answer":"Your card will work just fine without a signature, but you can sign it just in case a merchant asks to check your signature.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915637906312151880,"question":"Can the connected card be sent to the address of my helper, rather than mine?","answer":"We'll send the card to your address, as you're the account holder. This is for security purposes, so that we can verify you received the card.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915773300177260286,"question":"What types of transactions can my Connected card be used for?","answer":"The Connected card can only be used to make in-person transactions, using contactless or chip and PIN. The card can't be used for online or telephone transactions; transactions at an ATM; transactions at gambling merchants, and deposits or cash withdrawals at the post office. The Connected Space also can't be used for any other types of payment such as Direct Debits or Faster Payments.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915744753521740941,"question":"How many Connected Spaces and Connected cards can I have?","answer":"You are able to create one Connected Space - either for groceries, childcare or helping out. You can only have one Starling Connected Card, linked to that Connected Space - you won't be able to order more cards for the Space or create additional Connected Card Spaces.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915726602250963906,"question":"How much does the Connected card cost?","answer":"Connected cards are currently free for all personal account customers.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915784969155792163,"question":"What are the costs of the scheme?","answer":"The loans have a fixed interest rate of 2.5% APR. There is no arrangement fee and there are no early repayment fees. The government will cover the first 12 months of interest charges, meaning you'll pay 0% for the first 12 months.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915796927730109348,"question":"What can’t I do in Online Banking?","answer":"Unlike with your Starling mobile app, for the time being you can't switch between your Starling personal, joint, sole trader and business accounts in Online Banking. This means that if you're logged into your Starling personal account in Online Banking, you will have to log out and then log in again using your business, sole trader or joint account details to access those accounts. However, you can access your EUR currency account through the switcher in Online Banking - so if you are logged into your GBP personal account, then you can access your EUR personal account via the switcher.
\nFor now, in Online Banking you cannot:
\nmake international payments
access or edit your subscriptions
set up or manage overdrafts and loans
add new Marketplace integrations
contact customer services directly
edit personal details
You can of course do these things using the Starling mobile app, and we're working hard to add features to Online Banking.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915598780811136798,"question":"Can my accountant link my Starling account with Xero?","answer":"No, only those who can access your Starling account are able to link Xero to Starling. For sole trader accounts only the account holder can access the account and for limited company accounts only PSCs who are also directors can access the account. Accountants can be given access within Xero to view Starling transactions pushed to Xero.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915817949052555051,"question":"What additional information will I see in the transaction feed after integrating with SumUp?","answer":"Previously, you'd need to visit the SumUp app to see a breakdown of the transactions that made up a particular payout.
\nHowever, our integration lets you see more details of your payouts within the Starling app. When you select a SumUp payment in your transaction feed, you'll find extra information about the payout, including:
\nReceiving payouts weekly or monthly? You can see even more detailed information by tapping on the Daily Summary link at the bottom of the payout receipt.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915732065863616022,"question":"What information can I see in the Marketplace after integrating with SumUp?","answer":"Once you've connected your SumUp account to your Starling account, a SumUp tile will appear in your Marketplace dashboard. Tap it to view the following information:
\nThe data displayed includes VAT but doesn't reflect any fees subsequently deducted. Please note, transactions will only appear on this tile after SumUp has processed the transaction. This usually takes a few hours, but it depends on the payment method used.
\nYou can also remove the integration by tapping on the SumUp tile.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915753349990469452,"question":"What are the features of the SumUp integration?","answer":"The SumUp integration has two elements, which allow you to:
\nIf you have concerns about the security of your account or you wish to report a fraudulent transaction then please contact us immediately either through the app or by calling 0207 930 4450 (this number also works if you're calling from abroad) so we can investigate for you.
\nIf you receive a suspicious email or text that is related to Starling Bank please report this to us. Be careful not to click on any links within the message and do not respond with any of your personal details.
\nYou can send screenshots of suspicious texts or forward suspicious emails to reportphishing@starlingbank.com. This mailbox is an automated service. Please do not send other queries or personal information, including bank account details.
\nOnce you've reported this to us we recommend deleting the suspicious email or text.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915599128033512319,"question":"What should I do if I receive a suspicious text or email?","answer":"If you have concerns about the security of your account or you wish to report a fraudulent transaction then please contact us immediately either through the app or by calling 0207 930 4450 (this number also works if you're calling from abroad) so we can investigate for you.
\nIf you receive a suspicious email or text that is related to Starling Bank please report this to us. Be careful not to click on any links within the message and do not respond with any of your personal details.
\nYou can send screenshots of suspicious texts or forward suspicious emails to reportphishing@starlingbank.com. This mailbox is an automated service. Please do not send other queries or personal information, including bank account details.
\nOnce you've reported this to us we recommend deleting the suspicious email or text.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915868600208542157,"question":"What information can I see in the Marketplace after integrating with Zettle?","answer":"Once you've connected your Zettle account to your Starling account, an Zettle tile will appear in your Marketplace dashboard. Tap it to view the following information:
\nThe data displayed includes VAT but doesn't reflect any fees subsequently deducted. Please note transactions will only appear on this tile after Zettle has processed the transaction. This usually takes a few hours, but it depends on the payment method used.
\nYou can also remove the integration by tapping on the Zettle tile.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915631492993861517,"question":"How does the Business Toolkit treat Zettle gift cards for VAT?","answer":"Zettle only supports Multi-Purpose Vouchers (i.e vouchers that can be redeemed for products with different VAT rates). HMRC states that Multi-Purpose Vouchers are only recognised for VAT purposes when the gift card is redeemed, not when it's purchased. As such, gift cards are only recognised in Bookkeeping when they're redeemed. The external transactions that are created in Bookkeeping comprise products paid for with cash, cards or gift card vouchers.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915797956849910975,"question":"What additional information will I see in the transaction feed after integrating with Zettle?","answer":"Previously, you'd need to visit the Zettle app to see a breakdown of the transactions that made up a particular payout.
\nHowever, our integration lets you see more details of your payouts within the Starling app. When you select a Zettle payment (which will appear as PayPal Pte whether you have the integration or not) in your transaction feed, you'll find extra information about the payout, including:
\nReceiving payouts weekly or monthly? You can see even more detailed information by tapping on the Daily Summary link at the bottom of the payout receipt.
\nPlease note: if you subscribe to our Business Toolkit and sync it with your Zettle integration, your Zettle (PayPal PTE) payouts will automatically be reclassified as Transfers instead of Revenue. This is to avoid any double counting in your bookkeeping.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915822848348277443,"question":"What should I do if I receive a suspicious text or email?","answer":"If you have concerns about the security of your account or you wish to report a fraudulent transaction then please contact us immediately either through the app or by calling 0207 930 4450 (this number also works if you're calling from abroad) so we can investigate for you.
\nIf you receive a suspicious email or text that is related to Starling Bank please report this to us. Be careful not to click on any links within the message and do not respond with any of your personal details.
\nYou can send screenshots of suspicious texts or forward suspicious emails to reportphishing@starlingbank.com. This mailbox is an automated service. Please do not send other queries or personal information, including bank account details.
\nOnce you've reported this to us we recommend deleting the suspicious email or text.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915705912658707034,"question":"How do I find out what my overdraft interest rate is?","answer":"You can see your interest rate in the app. If you have an overdraft already, just tap on your agreed overdraft amount on the main homepage screen. If you don't have an overdraft yet, you can see what rate you would be offered by selecting the 'overdraft' option on the main menu.
\nThe rate of interest you are charged is based on risk based pricing. This means your interest rate will be 15%, 25% or 35% EAR (variable). Your interest rate will be assigned based on a range of factors, including your credit score.
\n*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 doesn't include the fees that some banks may charge you in addition to interest. At Starling, we don't charge any additional fees.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915757574456821308,"question":"What does Confirmation of Payee mean for me?","answer":"When you set up a new payee in the Starling app (or amend an existing one), you will see an extra check that determines whether the name is a \"match\", 'close match\" or \"no match\" with the registered name on the account held by the receiving bank. If the details don't match for whatever reason, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.
\nWhen you set up a new payee in the Starling app (or amend an existing one), you will see an extra check that determines whether the name is a \"match\", 'close match\" or \"no match\" with the registered name on the account held by the receiving bank. If the details don't match for whatever reason, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.
\nWhen you set up a new payee in the Starling app (or amend an existing one), you will see an extra check that determines whether the name is a \"match\", 'close match\" or \"no match\" with the registered name on the account held by the receiving bank. If the details don't match for whatever reason, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.
\nUnlike with your Starling mobile app, for the time being you can't switch between your Starling personal, joint, sole trader and business accounts in Online Banking. This means that if you're logged into your Starling personal account in Online Banking, you will have to log out and then log in again using your business, sole trader or joint account details to access those accounts. However, you can access your EUR or USD currency accounts through the switcher in Online Banking - so if you are logged into your GBP personal account, then you can access your EUR personal account via the switcher.
\nFor now, in Online Banking you cannot:
\nmake international payments
access or edit your subscriptions
set up or manage overdrafts and loans
add new Marketplace integrations
contact customer services directly
edit personal details
You can of course do these things using the Starling mobile app, and we're working hard to add features to Online Banking.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915753829510693867,"question":"What can and can’t my child do in the app?","answer":"Your child's version of the Starling app offers a limited read only set of features to help your child learn about managing their money in a safe way.
\nOnce their app is set up, your child will be able to view the balance of their card on the home screen, swipe up to view a list of their recent transactions and tap on a transaction to see the details of that transaction.
\nAs the app is read only and the child does not have their own sort code or account number, they will not be able to make payments to other accounts. They will only be able to spend the money via their card.
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"Parental Controls","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915684301032146660,"question":"Can I choose the PAYG options at any time?","answer":"Yes. PAYG options can be taken at any time within the lifetime of the loan until default. You can select a PAYG option immediately via our online banking portal if your repayments have started or are due to start within the next three months.
\nPlease note that we will attempt to take funds to cover your Bounce Back Loan payment shortly after midnight on your payment date. If you want to take out a PAYG option to prevent a particular payment being taken, you need to have fully processed your selected PAYG option by 23:59pm on the day before your payment is due.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915743330467139559,"question":"Can I use more than one PAYG option? ","answer":"Yes, you can use the PAYG options in combination with each other or after one another during the lifetime of the loan.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915785721719832647,"question":"Which PAYG option is right for me?","answer":"We cannot advise you which options, if any, are right for you. If you want advice on this, the best option for you is to seek independent advice from organisations that provide free and impartial debt advice.
\nOn the British Business Bank's webpage about dealing with debt you can find general information and links to organisations that provide additional support.
\nWe've listed a few organisations that you can reach out to for independent advice on your Bounce Back Loan below.
\nYour repayments are based on the total outstanding balance of your loan, which includes your Top-up. PAYG options apply to the total outstanding balance of your loan.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915687403022010644,"question":"What if I don’t think Pay As You Grow will work for me?","answer":"If you don't think the Pay As You Grow options will work for you, you can get support from organisations that provide free and impartial debt advice.
\nOn the British Business Bank's webpage and UK Finance leaflet about dealing with debt you can find general information and links to organisations that provide additional support.
\nWe've listed a few organisations that you can reach out to for independent advice on your Bounce Back Loan below.
\nYou can use this option up to three times during the life of your Bounce Back Loan. This option can be used back-to-back, e.g. for up to 18 months straight.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":13,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915620896301270846,"question":"Who can I go to for independent advice about my Bounce Back Loan? ","answer":"On the British Business Bank's webpage and UK Finance leaflet about dealing with debt you can find general information and links to organisations that provide additional support.
\nWe've listed a few organisations that you can reach out to for independent advice on your Bounce Back Loan below.
\nAny missed payments will be reported to credit reference agencies which will affect your credit score.
\nChoosing a Pay As You Grow won't affect your credit score.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Missed Payments","featured":false,"priority":20,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915703607790947155,"question":"Can I only use one of the Pay As You Grow options if I’m in financial difficulty?","answer":"You do not have to be in financial difficulty to use Pay As You Grow. These options are available to everyone with a Bounce Back Loan.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915829688993531432,"question":"Can I make additional repayments to my Bounce Back Loan? ","answer":"Yes, you can choose to make a one-off repayment, as well as additional payments on a regular basis. Doing so will help save you money on your interest payments.
\nYou'll be able to make these payments via the app using the 'Pay Now' feature or by getting in touch with our specialist team on 0204 506 8350 or emailing businesslendingsupport@starlingbank.com
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":22,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915603143659310269,"question":"Is there a limit to the value of the payments I can make overseas?","answer":"For payments from your GBP account to any other currency, please contact customer services via in-app chat to find out your international payment limit.
\nFor payments from your EUR account, please see this page regarding EUR payment limits
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915863054558249701,"question":"Is there a limit to the value of the payments I can make overseas?","answer":"For payments from your GBP account to any other currency, please contact customer services via in-app chat to find out your international payment limit.
\nFor payments from your EUR account, please see this page regarding EUR payment limits
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915736555894161602,"question":"I don't have a government-issued photo ID document. Can I still open an account?","answer":"To open a Starling account you will need a valid government-issued photo ID, such as a passport or a driving licence. We are unable to accept birth certificates, or citizen cards. Read more about our account opening process here.
\nPlease note all of our accounts are subject to eligibility criteria.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915760741014979768,"question":"I don't have a government-issued photo ID document. Can I still open an account?","answer":"To open a Starling account you will need a valid government-issued photo ID, such as a passport or a driving licence. We are unable to accept birth certificates, or citizen cards. Read more about our account opening process here.
\nPlease note all of our accounts are subject to eligibility criteria.
","accountTypes":["JOINT"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915621049844583090,"question":"My cheque picture keeps being rejected, what’s wrong?","answer":"We need a clear photo of the back and front of the cheque. All four corners of the cheque need to be visible. Make sure you are in a well-lit room, place the cheque on a dark background and take the picture from above. Try to keep your hands steady.
\nIf you're still having issues submitting a successful image, please post your cheques to 'Freepost STARLING'. Remember to put your surname and eight-digit Starling account number on the back of each cheque.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","CICS_CHEQUE"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915751440031106095,"question":"My cheque picture keeps being rejected, what’s wrong?","answer":"We need a clear photo of the back and front of the cheque. All four corners of the cheque need to be visible. Make sure you are in a well-lit room, place the cheque on a dark background and take the picture from above. Try to keep your hands steady.
\nIf you're still having issues submitting a successful image, please post your cheques to 'Freepost STARLING'. Remember to put your surname and eight-digit Starling account number on the back of each cheque.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS","CICS_CHEQUE"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915664773119298869,"question":"I don't have a government-issued photo ID document. Can I still open an account?","answer":"To open a Starling account you will need a valid government-issued photo ID, such as a passport or a driving licence. We are unable to accept birth certificates, or citizen cards. Read more about our account opening process here.
\nPlease note all of our accounts are subject to eligibility criteria.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915621801234550329,"question":"My cheque picture keeps being rejected, what’s wrong?","answer":"We need a clear photo of the back and front of the cheque. All four corners of the cheque need to be visible. Make sure you are in a well-lit room, place the cheque on a dark background and take the picture from above. Try to keep your hands steady.
\nIf you're still having issues submitting a successful image, please post your cheques to 'Freepost STARLING'. Remember to put your surname and eight-digit Starling account number on the back of each cheque.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","CICS_CHEQUE"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915602054267030829,"question":"Can I have my overdraft rate reassessed?","answer":"We have set your overdraft rate based on a number of factors including your credit score. We will review overdraft rates on a regular basis and if we are to raise your overdraft rate we will always give you two months notice. We will only look to change your overdraft rate once in any 12-month period.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915633522706237618,"question":"Can I cancel a Pay As You Grow option for my Bounce Back Loan once I have selected it?","answer":"No, choosing a Pay As You Grow option cannot be reversed.
\nPlease consider which of the available options are right for you.
\nWe are here to help you and happy to discuss your options with you. You can reach our specialist team on 0204 506 8350 or by emailing businesslendingsupport@starlingbank.com.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":23,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915857817108431034,"question":"Can I use the weekend exchange rate to make international transfers in other currencies besides € and £?","answer":"Afraid not. During the weekend you can only make international transfers between your GBP, EUR & USD accounts. The only available currencies for exchange are Pounds, Euros, and US Dollars.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915873244107983948,"question":"Can I settle my Bounce Back Loan early?","answer":"Yes - this will reduce the total amount of interest you'll need to pay too. There are no early repayment charges.
\nBefore your payment holiday finishes you'll be able to overpay your loan in part or in full via the app using the 'Pay Now' feature or by getting in touch with our specialist team on 0204 506 8350 or emailing businesslendingsupport@starlingbank.com.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":21,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915702150703304221,"question":"Do I need to let you know when I'm going abroad?","answer":"There's no need to let us know! Head here to find out how to make the most of your Starling card while you're travelling: https://www.starlingbank.com/travel/
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915691219371312107,"question":"How do I link my SumUp account to my Starling app?","answer":"If you don't have a SumUp account yet:
\nOnce you've signed up to SumUp, you'll need to head back to the Starling app to complete the connection process. Go to the Marketplace and Add SumUp again – but this time, choose Login to SumUp.
\nIf you already have a SumUp account:
\nGo to the Starling Marketplace, tap on Browse, and select SumUp from the menu. Tap Add and then select Login to SumUp. Follow the links, which will take you to log into your SumUp account. From there, you'll be prompted to confirm you agree to sharing the required SumUp data with Starling.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915834482782652532,"question":"How do I link my Zettle account to my Starling app?","answer":"Once you've signed up to Zettle, you'll need to head back to the Starling app to complete the connection process. Go to the Marketplace and Add Zettle again – but this time, choose Login to Zettle, then follow the steps to connect.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915777864820670724,"question":"What are the limits on depositing cheques?","answer":"You can deposit a cheque by posting it to us or uploading it from the app. Cheques deposited in-app are limited to £1000 in value.
\nYou can deposit as many cheques as you would like through the app, with a daily limit of £2000.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915645894678890403,"question":"What are the limits on depositing cheques?","answer":"You can deposit a cheque by posting it to us or uploading it from the app. Cheques deposited in-app are limited to £1000 in value.
\nYou can deposit as many cheques as you would like through the app, with a daily limit of £2000.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915740854984985722,"question":"What are the limits on depositing cheques?","answer":"You can deposit a cheque by posting it to us or uploading it from the app. Cheques deposited in-app are limited to £1000 in value.
\nFor sole trader accounts, you can deposit as many cheques as you would like through the app, with a daily limit of £2000.
\nFor business accounts, you can deposit as many cheques as you would like through the app, with a daily limit of £5000.
\nIf you need to deposit more cheques than this you will need to send them via post.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cheques","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915621168809263711,"question":"How much money can I take out from an ATM using my joint account card?","answer":"You can make up to six withdrawals per day, with a daily limit of £300 per card.
\nThis limit cannot be raised. Should you need to make transactions over this amount, you can use your debit card for transactions up to £10,000 per day.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915846696240368705,"question":"What are the bank transfer limits for my business account?","answer":"Payment limits apply to your business account. You can process payments in the app, and should we need any further information to approve the payment, we'll get back in touch with you in-app. In some circumstances, you may be asked to provide some evidence regarding your payment. We review the information you provide between 9am and 5pm on business days.
\nPlease note the Faster Payments scheme has a £1,000,000 per transaction limit. If you wish to send a payment over this amount, the payment will need to be sent via multiple payments or via CHAPS. If you require a CHAPS payment, please get in touch via the app. Please note there is a £20 charge for each CHAPS payment.
\nPlease see the relevant FAQ links below for limits that apply when sending payments from Starling Euro or USD accounts or sending payments in other currencies.
\nYou can make up to six withdrawals per day, with a daily limit of £300.
\nThis limit cannot be raised. Should you need to make transactions over this amount, you can use your debit card for transactions up to £10,000 per day.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915631167739151927,"question":"How much money can I take out from an ATM?","answer":"You can make up to six withdrawals per day, with a daily limit of £300.
\nThis limit cannot be raised. Should you need to make transactions over this amount, you can use your debit card for transactions up to £10,000 per day.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915850625366052525,"question":"Do you have a phone number I can call?","answer":"You can phone us 24/7 on 020 7930 4450 (You'll need to replace the first 0 with +44 if you're calling us from abroad).
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915655281735321658,"question":"Do you have a phone number I can call?","answer":"You can phone us 24/7 on 020 7930 4450 (You'll need to replace the first 0 with +44 if you're calling us from abroad).
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915604212045138335,"question":"What can’t I do in Online Banking?","answer":"Unlike with your Starling mobile app, for the time being you can't switch between your Starling personal, joint, sole trader and business accounts in Online Banking. This means that if you're logged into your Starling personal account in Online Banking, you will have to log out and then log in again using your business, sole trader or joint account details to access those accounts. However, you can access your EUR currency account through the switcher in Online Banking - so if you are logged into your GBP personal account, then you can access your EUR personal account via the switcher.
\nFor now, in Online Banking you cannot:
\nYou can of course do these things using the Starling mobile app, and we're working hard to add features to Online Banking.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915867667555634875,"question":"Can I withdraw cash from my account at the Post Office?","answer":"You can withdraw up to £300 per day over the counter at the Post Office and there's a 50p charge per withdrawal. We don't charge for withdrawals from ATMs including ATMs at the Post Office. Some ATM providers do charge a withdrawal fee though.
\nFind your nearest Post Office branch here.
\nWe can't raise these limits, but should you need to make payments over this amount, you can use your debit card for payments up to £10,000 per day.
\nNeed to withdraw coins?
\nIf you need coins, this will be at the discretion of the individual Post Office. You'll need to ask them directly if they offer this. We do not have any arrangements in place for coin orders.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915758415314306089,"question":"I need an account confirmation letter","answer":"A third party may ask you to send them confirmation that you hold an account with us.
\nYou can download a confirmation letter by following these steps:
\nIf you need a physical paper copy, you can download the confirmation letter in the Starling app and then print it off at your convenience.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915821894388698522,"question":"I need an account confirmation letter","answer":"A third party may ask you to send them confirmation that you hold an account with us.
\nYou can download a confirmation letter by following these steps:
\nIf you need a physical paper copy, you can download the confirmation letter in the Starling app and then print it off at your convenience.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915766187573919972,"question":"I need an account confirmation letter","answer":"A third party may ask you to send them confirmation that you hold an account with us.
\nYou can download a confirmation letter by following these steps:
\nIf you need a physical paper copy, you can download the confirmation letter in the Starling app and then print it off at your convenience.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915598687180113301,"question":"How do I transfer money between my own Starling accounts?","answer":"To move money between your Starling accounts, in the app:
\nNote: Remember to check you are viewing the Starling app from the account you want to transfer funds from. You can do this by using the account switcher circle at the top right of the app.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":15,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915639754046458731,"question":"How do I get a PIN reminder?","answer":"To get a reminder of your PIN, head to your app, and then:
\nTo get a reminder of your PIN, head to your app, and then:
\nTo get a reminder of your PIN, head to your app, and then:
\nArranged overdraft facilities are not yet being offered on Joint accounts.
","accountTypes":["JOINT"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915871225824888570,"question":"Are there any business account fees?","answer":"Our business accounts have no monthly fees, free Faster Payments, Direct Debits and Standing Orders, as well as fee-free international ATM withdrawals. We do charge for certain services, such as cash deposits and certifying documents. For more information on our fees, rates, and charges - head here
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Fees","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915730454856945559,"question":"Are Pay As You Grow options the only options available to help me repay my Bounce Back Loan?","answer":"We believe that Pay As You Grow options are the best way of helping you to repay your Bounce Back Loan.
\nIf you think that PAYG doesn't suit your business's needs, there are other options available to support you. We are here to help you and are happy to discuss your options with you.
\nYou can reach one of our collections team on 0204 506 8350 or email businesslendingsupport@starlingbank.com
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915829338608191884,"question":"How do I unblock my PIN?","answer":"In the first instance, try unblocking your PIN in the Starling app.
\nIn most cases, this should allow you to use your card again.
\nIf this does not work, please visit a MasterCard-enabled ATM, and use the 'PIN services' menu to unblock your PIN.
\nIf you are still having issues, please get in touch with us via the app.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915655570073797801,"question":"How do I unblock my PIN?","answer":"In the first instance, try unblocking your PIN in the Starling app.
\nIn most cases, this should allow you to use your card again.
\nIf this does not work, please visit a MasterCard-enabled ATM, and use the 'PIN services' menu to unblock your PIN.
\nIf you are still having issues, please get in touch with us via the app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915717409452281121,"question":"Who can use your API?","answer":"Various companies use our Open Banking API in the Marketplace and externally.
\nYou can view, manage and stop access to any company that you've shared your Starling data with from the Marketplace and connected apps section in app.
\nSome examples of external companies using our API are YOLT, MoneyHub and Truelayer. These won't show in the Marketplace.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Business Marketplace","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915813473387037813,"question":"Who can use your API?","answer":"Various companies use our Open Banking API in the Marketplace and externally.
\nYou can view, manage and stop access to any company that you've shared your Starling data with from the Marketplace and connected apps section in app.
\nSome examples of external companies using our API are YOLT, MoneyHub and Truelayer. These won't show in the Marketplace.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Marketplace","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915746395162234239,"question":"How do I unblock my PIN?","answer":"In the first instance, try unblocking your PIN in the Starling app.
\nIn most cases, this should allow you to use your card again.
\nIf this does not work, please visit a MasterCard-enabled ATM, and use the 'PIN services' menu to unblock your PIN.
\nIf you are still having issues, please get in touch with us via the app.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915707123427856116,"question":"Why are my Bounce Back Loan repayments different each month?","answer":"There are two parts to any loan. The amount you borrowed and need to repay (the 'principal'), and interest on top of that.
\nBounce Back Loan repayments your principal repayments will stay the same every month. Unless you take a Pay As You Grow payment holiday.
\nWe calculate interest each month, based on the amount of principal that's outstanding (that you haven't paid back yet). As you repay more of the principal amount over time, your interest payments go down.
\nPlease see our website for more information about Bounce Back Loans here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915801014761439458,"question":"Why are payments showing as Curve in my feed, instead of the individual retailer?","answer":"When using your Curve card with your Starling card selected, the payment will show as Curve on your app. To see detailed spending in the Starling app, you'll need to use your Starling card when you make purchases in-store and online.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915722375781764292,"question":"Why are payments showing as Curve in my feed, instead of the individual retailer?","answer":"When using your Curve card with your Starling card selected, the payment will show as Curve on your app. To see detailed spending in the Starling app, you'll need to use your Starling card when you make purchases in-store and online.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915722283377051187,"question":"Why am I not able to connect my Starling account to FreeAgent?","answer":"FreeAgent is available on all our business accounts.
\nIf your accountant manages your FreeAgent subscription, you might not be able to connect to us. You should check with them and make sure you have the permissions to do this.
\nYou'll find step-by-step support on how to connect to FreeAgent here.
\nIf you've checked your permissions and still can't connect to FreeAgent, please contact us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915674673459317030,"question":"Why are payments showing as Curve in my feed, instead of the individual retailer?","answer":"When using your Curve card with your Starling card selected, the payment will show as Curve on your app. To see detailed spending in the Starling app, you'll need to use your Starling card when you make purchases in-store and online.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915833124696768568,"question":"Why do I have a £0.10 charge from Transport for London (TfL)?","answer":"When you use your Starling card on public transport (like TfL) - they'll do a card check, which will show a small payment of £0.10.They'll update the amount once they work out your fare after a few days.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":9,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["MERCHANT_UID:f45c75f3-7954-454a-beb8-76133a4ca3da"]},{"id":3915710295087595807,"question":"Why do I have a £0.10 charge from Transport for London (TfL)?","answer":"When you use your Starling card on public transport (like TfL) - they'll do a card check, which will show a small payment of £0.10.They'll update the amount once they work out your fare after a few days.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":0,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["MERCHANT_UID:f45c75f3-7954-454a-beb8-76133a4ca3da"]},{"id":3915715609961449569,"question":"Why do I have a £0.10 charge from Transport for London (TfL)?","answer":"When you use your Starling card on public transport (like TfL) - they'll do a card check, which will show a small payment of £0.10.They'll update the amount once they work out your fare after a few days.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":6,"context":{"appScreen":["TRANSACTION","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["MERCHANT_UID:f45c75f3-7954-454a-beb8-76133a4ca3da"]},{"id":3915848882140235588,"question":"What can I do in Online Banking?","answer":"We're still working on making sure all the amazing mobile app features are available in Online Banking, but there's already lots you can use:
\nmake same currency payments and add payees
\nset up and edit standing orders
\nview transactions and spending insights
\nedit transaction categories, notes and images
\neasily export statements
\ncreate and manage your Spaces (e.g. Goals)
\nmanage your card controls
\nThere are also some enhanced features for spending insights only available in Online Banking. You can select specific dates and filters, to get a better understanding of your day-to-day finances.
\nYou can also use our Toolkit which allows you to do your accounting yourself with features such as invoicing, bookkeeping, VAT and TAX to keep you on top of your finances. See more here: - https://www.starlingbank.com/business-account/sme-business-toolkit/
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915870328538482644,"question":"What can I do in Online Banking?","answer":"We're still working on making sure all the amazing mobile app features are available in Online Banking, but there's already lots you can use:
\nmake same currency payments and add payees
\nset up and edit standing orders
\nview transactions and spending insights
\nedit transaction categories, notes and images
\neasily export statements
\ncreate and manage your Spaces (e.g. Goals)
\nmanage your card controls
\nThere are also some enhanced features for spending insights only available in Online Banking. You can select specific dates and filters, to get a better understanding of your day-to-day finances.
\nYou can also use our Toolkit which allows you to do your accounting yourself with features such as invoicing, bookkeeping, VAT and TAX to keep you on top of your finances. See more here: - https://www.starlingbank.com/business-account/sme-business-toolkit/
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915765655182197264,"question":"What can I do in Online Banking?","answer":"We're still working on making sure all the amazing mobile app features are available in Online Banking, but there's already lots you can use:
\nmake same currency payments and add payees
\nset up and edit standing orders
\nview transactions and spending insights
\nedit transaction categories, notes and images
\neasily export statements
\ncreate and manage your Spaces (e.g. Goals)
\nmanage your card controls
\nThere are also some enhanced features for spending insights only available in Online Banking. You can select specific dates and filters, to get a better understanding of your day-to-day finances.
\nYou can also use our Toolkit which allows you to do your accounting yourself with features such as invoicing, bookkeeping, VAT and TAX to keep you on top of your finances. See more here: - https://www.starlingbank.com/business-account/sme-business-toolkit/
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915803584773834218,"question":"Why do I need my mobile device to login, add a payee or make a payment in Online Banking?","answer":"You'll need to use your Starling app to keep your online banking secure. This makes sure you'll know about any logins or payments that are requested for online banking.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915741688766285667,"question":"Can I withdraw cash from my joint account at the Post Office?","answer":"With a joint account, you can withdraw up to £300 per day over the counter at the Post Office free of charge. We cannot increase this limit.
\nFind your nearest Post Office branch here.
\nAs an alternative, you can use your debit card to make a payment over this amount up to £10,000 per day.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915752709629165942,"question":"Why do I need to add a reference when setting up a new payee account?","answer":"When setting up a new payee account, or editing an existing one, we may prompt you to enter a reference. If the payee needs an extra reference you will be asked to provide another.
\nIf you're paying a gas or electricity bill, the reference might be your customer number. If you're not sure what the reference is for the receiver's account, please check with them - they'll be able to tell you.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":11,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915872817015177392,"question":"Can I withdraw cash from my account at the Post Office?","answer":"If you have a personal or joint account, you can withdraw up to £300 per day over the counter at the Post Office free of charge. We cannot increase this limit.
\nFind your nearest Post Office branch here.
\nAs an alternative, you can use your debit card to make a payment over this amount up to £10,000 per day.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915859529153593998,"question":"Why do I need my mobile device to login, add a payee or make a payment in Online Banking?","answer":"You'll need to use your Starling app to keep your online banking secure. This makes sure you'll know about any logins or payments that are requested for online banking.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826207605801642,"question":"Why do I need my mobile device to login, add a payee or make a payment in Online Banking?","answer":"You'll need to use your Starling app to keep your online banking secure. This makes sure you'll know about any logins or payments that are requested for online banking.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915708340703217857,"question":"How often will I receive a Bounce back Loan Statement?","answer":"Statements are produced annually, on the anniversary of when your loan was paid out.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915752649876785775,"question":"Why have I been logged out of Online Banking?","answer":"If you have been inactive in Online Banking for 5 minutes, the system will log you out. This is a security rule set by the Financial Conduct Authority.
\nTo help, you will see a warning message in your browser after 4 minutes of inactivity. Please click Cancel Logout, otherwise it will log you out after a further minute of inactivity.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915841732121217278,"question":"Why have I been logged out of Online Banking?","answer":"If you have been inactive in Online Banking for 5 minutes, the system will log you out. This is a security rule set by the Financial Conduct Authority.
\nTo help, you will see a warning message in your browser after 4 minutes of inactivity. Please click Cancel Logout, otherwise it will log you out after a further minute of inactivity.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915754271138530844,"question":"Why have I been logged out of Online Banking?","answer":"If you have been inactive in Online Banking for 5 minutes, the system will log you out. This is a security rule set by the Financial Conduct Authority.
\nTo help, you will see a warning message in your browser after 4 minutes of inactivity. Please click Cancel Logout, otherwise it will log you out after a further minute of inactivity.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Online Banking","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915779278731298073,"question":"Will I get a business debit card?","answer":"All those with access to the account can order their own debit card, which will be issued in their own name and the company name. Debit cards are sent to each person's residential address.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915828277933589113,"question":"Will the new contactless limit I have set be applied to all of my cards?","answer":"No, each card has its own Contactless limit. If you need to change the Contactless limit of a card, you will need to select the account, tap 'Card' menu and then tap 'Card' and payments limit.
\nFor Space cards, go to 'Manage Space' and you will find the option to adjust your contactless limit.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915779136101044215,"question":"Will the new contactless limit I have set be applied to all of my cards?","answer":"No, each card has its own Contactless limit. If you need to change the Contactless limit of a card, you will need to select the account, tap 'Card' menu and then tap 'Card' and payments limit.
\nFor Space cards, go to 'Manage Space' and you will find the option to adjust your contactless limit.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915665972226836103,"question":"Will the new contactless limit I have set be applied to all of my cards?","answer":"No, each card has its own Contactless limit. If you need to change the Contactless limit of a card, you will need to select the account, tap 'Card' menu and then tap 'Card' and payments limit.
\nFor Space cards, go to 'Manage Space' and you will find the option to adjust your contactless limit.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915790817100384010,"question":"Will the new contactless payment limit affect my mobile wallet payments?","answer":"No, mobile wallets (Apple Pay/Google Pay) will have the same limits as before this change.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875853895486761,"question":"Will the new contactless payment limit affect my mobile wallet payments?","answer":"No, mobile wallets (Apple Pay/Google Pay) will have the same limits as before this change.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915608024840225239,"question":"Will the new contactless payment limit affect my mobile wallet payments?","answer":"No, mobile wallets (Apple Pay/Google Pay) will have the same limits as before this change.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915748353577861587,"question":"How do I know my bills have been paid?","answer":"As always, we'll notify you when a payment is made. You can also see completed payments by navigating to the Space. Any payments will show under 'Transactions'.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915634495595037893,"question":"How do I know my bills have been paid?","answer":"As always, we'll notify you when a payment is made. You can also see completed payments by navigating to the Space. Any payments will show under 'Transactions'.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915598714273481946,"question":"How do I know my bills have been paid?","answer":"As always, we'll notify you when a payment is made. You can also see completed payments by navigating to the Space. Any payments will show under 'Transactions'.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915852823133044783,"question":"How do I move a scheduled payment from one Space to another?","answer":"You can choose any of your Direct Debits or standing orders to be paid from a Space, including those from other Spaces. In the Space, tap 'Manage Space' and then 'Bills paid from this Space'. You can select the Direct Debit or standing order you want to move and it will be moved over automatically.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915653445203348527,"question":"How do I move a scheduled payment from one Space to another?","answer":"You can choose any of your Direct Debits or standing orders to be paid from a Space, including those from other Spaces. In the Space, tap 'Manage Space' and then 'Bills paid from this Space'. You can select the Direct Debit or standing order you want to move and it will be moved over automatically.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915658519116794128,"question":"Is there a limit to the value of the payments I can make overseas?","answer":"For payments from your GBP account to any other currency, please contact customer services via in-app chat to find out your international payment limit.
\nFor limits that apply when sending payments from your Starling business euro or USD account, please see the relevant FAQ links:
\n","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915786181928962815,"question":"How do I make a complaint?","answer":"If you wish to make a complaint, you can either:
\nYou can find out more about how we'll handle your complaint here.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915658908295056109,"question":"Can I use a mobile wallet for my Connected card?","answer":"Mobile Wallets like Google or Apple Pay have been disabled for Connected cards. Transactions will require the actual card to be used.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915802100043891657,"question":"How do I make a complaint?","answer":"If you wish to make a complaint, you can either:
\nYou can find out more about how we'll handle your complaint here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915602699277584866,"question":"How do I make a complaint?","answer":"If you wish to make a complaint, you can either:
\nYou can find out more about how we'll handle your complaint here.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915733946933986515,"question":"Why did I receive an email receipt from a merchant even though I didn't give them my email?","answer":"Your retailer might use a payment processor like Square or Zettle. These companies might email you a receipt every time you use one of their card machines. Even if it's a different retailer.
\nYou can usually opt out by clicking to unsubscribe inside the email.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915869659065631660,"question":"Will the contactless limit I have set work overseas when I make a foreign contactless transaction?","answer":"Your chosen contactless payment limit will apply when using your Starling card overseas. For example, if you've set the limit as £30, this means your limit in Spain would be around €35, depending on the exact exchange rate at that time.
\nIf you've not reduced your limit from £100 and travel abroad, the specific country's standard limit will apply. Each country has their own limit and some are higher than £100.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915818799882520401,"question":"How do I open a personal current account?","answer":"You can apply for an account by downloading the Starling app from Apple's App Store, Google's Play Store, or Huawei's app gallery. You can also head here and start your application on our website
\nWe'll ask you for a valid government-issued photo ID and a video selfie. When your account's been verified, we'll send you a notification.
","accountTypes":["INDIVIDUAL"],"category":"Setting up an account","subcategory":"Account set up","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915790329477677206,"question":"Will the contactless limit I have set work overseas when I make a foreign contactless transaction?","answer":"Your chosen contactless payment limit will apply when using your Starling card overseas. For example, if you've set the limit as £30, this means your limit in Spain would be around €35, depending on the exact exchange rate at that time.
\nIf you've not reduced your limit from £100 and travel abroad, the specific country's standard limit will apply. Each country has their own limit and some are higher than £100.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915624051494767649,"question":"Will the contactless limit I have set work overseas when I make a foreign contactless transaction?","answer":"Your chosen contactless payment limit will apply when using your Starling card overseas. For example, if you've set the limit as £30, this means your limit in Spain would be around €35, depending on the exact exchange rate at that time.
\nIf you've not reduced your limit from £100 and travel abroad, the specific country's standard limit will apply. Each country has their own limit and some are higher than £100.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Secure Contactless Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915792578329725694,"question":"Why did I receive an email receipt from a merchant even though I didn't give them my email?","answer":"Your retailer might use a payment processor like Square or Zettle. These companies might email you a receipt every time you use one of their card machines. Even if it's a different retailer.
\nYou can usually opt out by clicking to unsubscribe inside the email.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915708055994845772,"question":"Why did I receive an email receipt from a merchant even though I didn't give them my email?","answer":"Your retailer might use a payment processor like Square or Zettle. These companies might email you a receipt every time you use one of their card machines. Even if it's a different retailer.
\nYou can usually opt out by clicking to unsubscribe inside the email.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Transaction issues","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915739379725516882,"question":"How do I reset my password?","answer":"You can reset your Starling password from the app by following these instructions:
\nGo to Menu (Top Right) > Settings (Top right) > Login & Security > Forgot Password.
\nWe'll ask you to record a selfie video to confirm your identity.
\nOnce we've reviewed your video, we'll notify you in the app and you'll be able to use your new password right away.
\nIf you're trying to log into your account but can't remember your password, after you tap 'log in' you can tap 'I don't know my password' .
\nWe'll ask for the last 5 digits of your debit card. This can be any activated card you have across your Starling accounts.
\nIf you don't have an active debit card, you can tap 'I don't have a card'. We'll ask you to submit a new ID photo instead, along with your selfie video.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":true,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["joint"]},{"id":3915730180722410611,"question":"How do I pay my HMRC tax bill?","answer":"The easiest way to pay your HMRC tax bill with Starling is to make a bank transfer! You can do this in the app:
\nIf you need to pay using your card, the card payment limit is £10,000 per day.
\nYou can find all the information you need about paying your tax bill here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915671413958854634,"question":"How do I reset my password?","answer":"You can reset your Starling password from the app by following these instructions:
\nGo to Menu (Top Right) > Settings (Top right) > Login & Security > Forgot Password.
\nWe'll ask you to record a selfie video to confirm your identity.
\nOnce we've reviewed your video, we'll notify you in the app and you'll be able to use your new password right away.
\nIf you're trying to log into your account but can't remember your password, after you tap 'log in' you can tap 'I don't know my password' .
\nWe'll ask for the last 5 digits of your debit card. This can be any activated card you have across your Starling accounts.
\nIf you don't have an active debit card, you can tap 'I don't have a card'. We'll ask you to submit a new ID photo instead, along with your selfie video.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915819897613468725,"question":"How do I reset my password?","answer":"You can reset your Starling password from the app by following these instructions:
\nGo to Menu (Top Right) > Settings (Top right) > Login & Security > Forgot Password.
\nWe'll ask you to record a selfie video to confirm your identity.
\nOnce we've reviewed your video, we'll notify you in the app and you'll be able to use your new password right away.
\nIf you're trying to log into your account but can't remember your password, after you tap 'log in' you can tap 'I don't know my password' .
\nWe'll ask for the last 5 digits of your debit card. This can be any activated card you have across your Starling accounts.
\nIf you don't have an active debit card, you can tap 'I don't have a card'. We'll ask you to submit a new ID photo instead, along with your selfie video.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915854198333393011,"question":"How do I order a Connected card?","answer":"Go into the Spaces section of the app, then tap 'Connected Card'. Choose the name for the space from the list and tap 'Continue'. You will then order a card and choose a PIN - for your security, make sure you choose a new PIN different to your own card's PIN. Your card will be with you in 5-7 working days. You can add money to it in the same way you would any other space.
\nYou can only have one connected card space.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Connected Card","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915792408924275822,"question":"How do I set up a SumUp account?","answer":"You can sign up to SumUp via the Starling Marketplace. Head to the Marketplace section of the Starling app, tap on Browse, and then select SumUp. Once you've tapped Add, you'll see an option to Sign up to SumUp. From there, follow the links to create your SumUp account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915789802104701513,"question":"How do I set up an Zettle account?","answer":"You can sign up to Zettle via the Starling Marketplace. Head to the Marketplace section of the Starling app, tap on Browse, and then select Zettle. Once you've tapped Add, you'll see an option to Sign up to Zettle. From there, follow the links to create your Zettle account. More information can be found here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915618873747655616,"question":"Why is a breakdown of my transactions not displaying when I select my SumUp payout?","answer":"The details of SumUp transactions that show in each payout may not be available straight away. Sometimes, payments you receive from SumUp may take a few hours to update on your transaction feed.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915843265589822969,"question":"Why is a balance in my 'Other Accounts' showing the wrong amount?","answer":"If this happens:
\nIf a balance is showing as incorrect, this may be because we were unable to get an updated balance from your bank, or because they are not updating the balance they send Starling in real time.
\nIf this happens, please try again later or check with the connected bank.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Other Accounts","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915643521260340761,"question":"Do you perform payee checks when sending money abroad?","answer":"Before we send a payment from your account we run some checks on the person or business you're sending the money to. We're required to do this by law.
\nWe'll screen the name and address against a sanctions list. This is to make sure they aren't involved in crime, financial or otherwise, which helps us to prevent fraud and scams and keep Starling safe. If we find a match, we won't be able to send your payment.
\nThere are a small number of countries subject to sanctions that we don't send payments to. You'll find a list of these here.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915629505830012179,"question":"Do you perform payee checks when sending money abroad?","answer":"Before we send a payment from your account we run some checks on the person or business you're sending the money to. We're required to do this by law.
\nWe'll screen the name and address against a sanctions list. This is to make sure they aren't involved in crime, financial or otherwise, which helps us to prevent fraud and scams and keep Starling safe. If we find a match, we won't be able to send your payment.
\nThere are a small number of countries subject to sanctions that we don't send payments to. You'll find a list of these here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915792474739721930,"question":"Does it cost to connect FreeAgent with Starling?","answer":"No, we don't charge to connect your Starling account to FreeAgent. But, you will need a live FreeAgent subscription with the right level of permission to be able to connect.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915605678487193429,"question":"Do you perform payee checks when sending money abroad?","answer":"Before we send a payment from your account we run some checks on the person or business you're sending the money to. We're required to do this by law.
\nWe'll screen the name and address against a sanctions list. This is to make sure they aren't involved in crime, financial or otherwise, which helps us to prevent fraud and scams and keep Starling safe. If we find a match, we won't be able to send your payment.
\nThere are a small number of countries subject to sanctions that we don't send payments to. You'll find a list of these here.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915845592179032360,"question":"Does it cost to connect Xero with Starling?","answer":"No, we don't charge to connect your Starling account to Xero. But, you will need a live Xero subscription with the right level of permission to be able to connect.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915633720463082949,"question":"How do I download an interest tax statement for the previous tax year?","answer":"You can download Interest statements from the app.
\nTo get one:
\nWe issue these statements at the end of each year, so you won't be able to download one for the current year just yet.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915690558828400429,"question":"How do I download an interest tax statement for the previous tax year?","answer":"You can download Interest statements from the app.
\nTo get one:
\nWe issue these statements at the end of each year, so you won't be able to download one for the current year just yet.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915696059553500148,"question":"How do I download an interest tax statement for the previous tax year?","answer":"You can download Interest statements from the app.
\nTo get one:
\nWe issue these statements at the end of each year, so you won't be able to download one for the current year just yet. If you haven't earned/incurred any interest then we won't generate a statement for that year.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915722635836148171,"question":"How do I find my account number and sort code?","answer":"To find your account details, head to the app, and tap the "+" (plus) next to your account balance on the home screen.
\nYou can also select Account details from the main menu. You open this by selecting the icon in the top right of the home screen.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915832222824942882,"question":"How do I find my account number and sort code?","answer":"To find your account details, head to the app, and tap the "+" (plus) next to your account balance on the home screen.
\nYou can also select Account details from the main menu. You open this by selecting the icon in the top right of the home screen.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915795762170513779,"question":"How can I see which ‘External transactions’ in Bookkeeping link to Zettle transactions?","answer":"In the Bookkeeping section, search for 'Zettle' and select the period you're looking at. You'll then see the 'External transactions' created in that period.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915759812133734292,"question":"How do I find my account number and sort code?","answer":"To find your account details, head to the app, and tap the "+" (plus) next to your account balance on the home screen.
\nYou can also select Account details from the main menu. You open this by selecting the icon in the top right of the home screen.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915799640828496334,"question":"How can I track my child's spending?","answer":"You can see your child's spending from the Spaces tab. You'll also get instant notifications when your child spends on their card.
\nIf your child has the app on their device, they can see their spending on their app too.
","accountTypes":["INDIVIDUAL"],"category":"Under 16s","subcategory":"Parental Controls","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915876656369060897,"question":"How can I access the PAYG options?","answer":"To apply for Pay As You Grow you need to log on to the Online Bank and navigate to the Loans tab.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915833270435267486,"question":"How are bulk payments visible in my transaction feed?","answer":"Each transfer made using bulk payments will appear as a individual payment on your feed.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Reviewing past bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915799504596451750,"question":"How do I disconnect my ‘Other Accounts’ via Online Banking?","answer":"To remove an account:
\nIf you no longer have a current account but have a loan account, you can still access Pay As You Grow. All you need to do is log in to Online Banking using your loan account number.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915671202212037392,"question":"How do I connect my ‘Other Accounts’ via Online Banking?","answer":"To add an account:
\nWe have contracts in place with each partner we host on the Marketplace. These allow us to offer you a safe and secure service.
\nOur contracts do include commercial terms. Whereby Starling receives a commission for every customer who purchases using our Marketplace. The exact fee varies between the partners, but we make sure you don't pay more for products than you would by going direct to our partners.
\nWe call it the Starling Promise. We want to be completely upfront about this and disclose if we take a commission in the app.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Marketplace","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915715249494444753,"question":"Does Starling take a commission on its Marketplace integrations?","answer":"We have contracts in place with each partner we host on the Marketplace. These allow us to offer you a safe and secure service.
\nOur contracts do include commercial terms. Whereby Starling receives a commission for every customer who purchases using our Marketplace. The exact fee varies between the partners, but we make sure you don't pay more for products than you would by going direct to our partners.
\nWe call it the Starling Promise. We want to be completely upfront about this and disclose if we take a commission in the app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Business Marketplace","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915768605749496379,"question":"How do I add / change a Person of Significant Control (PSC) on my Business Current Account?","answer":"You must let us know of any changes to PSCs as soon as they happen!
\nAdding a new Person of Significant Control (PSC)
\nRemoving a PSC
\nBefore we can remove a PSC, you'll need to update Companies House first. Once you've done this, please message customer services from the Help section of the app.
\nWho can access the Business Current Account
\nAt the moment only directors listed at Companies House can access an account. We're looking to support other types of access in the future.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account set up","featured":true,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["business"]},{"id":3915655067941355927,"question":"How do I activate my debit card?","answer":"Once you've got your new card, head into the app and open the Cards tab. You then need to select 'Activate card' and enter the 3 digit number from the signature strip on the back of the card when prompted. That's it - your new card will be active and ready to use.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915689473111575343,"question":"How do I change the name of my business?","answer":"If you're a limited company, you'll need to update your business name at Companies House first. Once you've done this and it's visible on their website, you can refresh your business details in the app. From the main menu, select 'Business details' and then tap 'Refresh details from Companies House'. You should see your new business name change at the top of the screen. Each director can then order a new card if required.
\nName not updated automatically, or other details changed? Contact customer services by sending us a message from the Help section.
\nIf you're a Sole Trader, you'll need to contact customer services to update your business details.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915721310499720532,"question":"How do I activate my debit card?","answer":"Once you've got your new card, head into the app and open the Cards tab. You then need to select 'Activate card' and enter the 3 digit number from the signature strip on the back of the card when prompted. That's it - your new card will be active and ready to use.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915654596439920145,"question":"Does Bill Manager work with the Business Toolkit?","answer":"Yes, it does. The Business Toolkit will recognise any payments coming out of a Space.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915875515485080862,"question":"How do I view my Recovery Loan Scheme statement?","answer":"You can find your statements on the app and on Online Banking.
\nIn the app: head to the Space tab, tap Loans, select your Recovery Loan and click Manage. You'll find your loan summary and each annual statement.
\nOn Online Banking: Once you've logged in, tap Loans, select your Recovery Loan and click Documents. You'll find your loan agreement, annual statements and other important documents.
","accountTypes":["BUSINESS"],"category":"Recovery Loan Scheme","subcategory":"Loan Management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915665475053699627,"question":"How do I activate my debit card?","answer":"Once you've got your new card, head into the app and open the Cards tab. You then need to select 'Activate card' and enter the 3 digit number from the signature strip on the back of the card when prompted. That's it - your new card will be active and ready to use.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915760392415432624,"question":"Does the top-up feature work for business and sole trader accounts?","answer":"Yes it does. Just like with our personal accounts you can set up an automatic transfer to top up a Space. So you'll always have the right amount for your Direct Debits and recurring payments.
\nThe \"Top up\" features gives you the option to move only the money need to cover your payments, instead of a fixed amount. We'll work much much more you need to transfer from the main balance and move it to the Space for you.
\nTo set up/edit an automatic transfer:
\nYou can cancel a standing order or scheduled payment in the app.
\nIf the scheduled payment is into a Space, you'll need to cancel this from the Space tab. Just head into the Space, tap 'Manage Space' and select 'Automatic transfer'
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915690820599630194,"question":"How can I cancel a standing order or scheduled payment?","answer":"You can cancel a standing order or scheduled payment in the app.
\nIf the scheduled payment is into a Space, you'll need to cancel this from the Space tab. Just head into the Space, tap 'Manage Space' and select 'Automatic transfer'
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915787662878460451,"question":"How can I apply for an overdraft on my personal current account?","answer":"You can apply for an overdraft in the app. Open the main menu (top right of the home screen) and select Overdraft.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915618743935714012,"question":"How can I cancel a standing order or scheduled payment?","answer":"You can cancel a standing order or scheduled payment in the app.
\nIf the scheduled payment is into a Space, you'll need to cancel this from the Space tab. Just head into the Space, tap 'Manage Space' and select 'Automatic transfer'
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915681482987685569,"question":"How can I change my PIN?","answer":"To change your PIN, all you need to do is visit any UK Mastercard ATM machine and select PIN Services. Some overseas ATMs may also offer this service.
\nIf you ever need a reminder of your PIN, just go to the Cards tab in the app.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":0,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915643893594475431,"question":"How can I edit a standing order or scheduled payment?","answer":"You can edit most Standing Orders or Scheduled payments from the app.
\nYou can't edit some Standing Orders/Scheduled payments in the app. This could be because of the format it's in or to help keep your money safe. In these cases, you'll receive a message in the app and will need to delete the payment and set up a new one.
\nIf you want to edit a payment into your Space, you can do this by selecting Manage Space from within the specific Space.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915787498668378367,"question":"How can I edit a standing order or scheduled payment?","answer":"You can edit most Standing Orders or Scheduled payments from the app.
\nYou can't edit some Standing Orders/Scheduled payments in the app. This could be because of the format it's in or to help keep your money safe. In these cases, you'll receive a message in the app and will need to delete the payment and set up a new one.
\nIf you want to edit a payment into your Space, you can do this by selecting Manage Space from within the specific Space.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915627412036207575,"question":"How can I change my PIN?","answer":"To change your PIN, all you need to do is visit any UK Mastercard ATM machine and select PIN Services. Some overseas ATMs may also offer this service.
\nIf you ever need a reminder of your PIN, just go to the Cards tab in the app.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card issues","featured":false,"priority":0,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915642080633177327,"question":"How can I edit a standing order or scheduled payment?","answer":"You can edit most Standing Orders or Scheduled payments from the app.
\nYou can't edit some Standing Orders/Scheduled payments in the app. This could be because of the format it's in or to help keep your money safe. In these cases, you'll receive a message in the app and will need to delete the payment and set up a new one.
\nIf you want to edit a payment into your Space, you can do this by selecting Manage Space from within the specific Space.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Scheduled payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS","PAYMENTS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915761834260516320,"question":"How can I change my PIN?","answer":"To change your PIN, all you need to do is visit any UK Mastercard ATM machine and select PIN Services. Some overseas ATMs may also offer this service.
\nIf you ever need a reminder of your PIN, just go to the Cards tab in the app.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":2,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915655938142454227,"question":"My card hasn't arrived. What should I do?","answer":"Please allow 9 working days for your card to arrive. If it doesn't arrive in that time, please go into the 'Cards' section of the app to order a new card.
\nYou can add your card to Apple or Google Pay if eligible from the 'Cards' section of the Starling Bank app before you receive it.
\nBe sure to remove your old card from the mobile wallet before attempting to add your new card to the wallet.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":4,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915727184808329898,"question":"My card hasn't arrived. What should I do?","answer":"Please allow 9 working days for your card to arrive. If it doesn't arrive in that time, please go into the 'Cards' section of the app to order a new card.
\nYou can add your card to Apple or Google Pay if eligible from the 'Cards' section of the Starling Bank app before you receive it.
\nBe sure to remove your old card from the mobile wallet before attempting to add your new card to the wallet.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Ordering a debit card","featured":true,"priority":0,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":["joint"]},{"id":3915671775785796614,"question":"My Android phone is rooted. Will the Starling app run?","answer":"Rooted devices and custom ROMs aren't compatible with Starling's security features. If your Android device is rooted, our app won't be able to run.
\nYou'll need an un-rooted device to create and use your Starling account and/or reset your device to factory settings, to use our app. For more information, have a read through our security page here.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915678223279673009,"question":"My card hasn't arrived. What should I do?","answer":"Please allow 9 working days for your card to arrive. If it doesn't arrive in that time, please go into the 'Cards' section of the app to order a new card.
\nYou can add your card to Apple or Google Pay if eligible from the 'Cards' section of the Starling Bank app before you receive it.
\nBe sure to remove your old card from the mobile wallet before attempting to add your new card to the wallet.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Card issues","featured":true,"priority":0,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915868134071421403,"question":"My Android phone is rooted. Will the Starling app run?","answer":"Rooted devices and custom ROMs aren't compatible with Starling's security features. If your Android device is rooted, our app won't be able to run.
\nYou'll need an un-rooted device to create and use your Starling account and/or reset your device to factory settings, to use our app. For more information, have a read through our security page here.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":9,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915825947154794501,"question":"If I'm prompted to choose a currency when using my card abroad, what should I choose?","answer":"If prompted to choose the currency you want to be charged in when using your card abroad, we recommend choosing the local currency instead of GBP.
\nIf you choose your card's default currency, the processor will convert the funds at their own exchange rate, which may be marked up at your expense. This applies to both ATMs and merchant terminals.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915781345021480581,"question":"If I'm prompted to choose a currency when using my card abroad, what should I choose?","answer":"If prompted to choose the currency you want to be charged in when using your card abroad, we recommend choosing the local currency instead of GBP.
\nIf you choose your card's default currency, the processor will convert the funds at their own exchange rate, which may be marked up at your expense. This applies to both ATMs and merchant terminals.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Debit card queries","subcategory":"Travelling overseas","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915834788797433487,"question":"My Android phone is rooted. Will the Starling app run?","answer":"Rooted devices and custom ROMs aren't compatible with Starling's security features. If your Android device is rooted, our app won't be able to run.
\nYou'll need an un-rooted device to create and use your Starling account and/or reset your device to factory settings, to use our app. For more information, have a read through our security page here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Using the app","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915824110942506278,"question":"If I use a payment holiday, does the term of my Bounce Back Loan change?","answer":"It's up to you - if you haven't already extended the term of your loan to 10 years you can choose to extend the term of your loan by the length of your payment holiday.
\nYour loan term cannot be extended beyond 10 years in total.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":14,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915759244413059085,"question":"If I pay a bill from a Space, what will I see in the Payments section of the app?","answer":"The scheduled payments screen in your app will tell you where each Direct Debit or standing order is paid from.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915876779580342393,"question":"If I pay a bill from a Space, what will I see in the Payments section of the app?","answer":"The scheduled payments screen in your app will tell you where each Direct Debit or standing order is paid from.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915612898782560668,"question":"If I pay a bill from a Space, what will I see in the Payments section of the app?","answer":"The scheduled payments screen in your app will tell you where each Direct Debit or standing order is paid from.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915647921983867414,"question":"If I change my mind can I stop sharing my Zettle data with Starling?","answer":"Yes, you can disconnect your Starling app from your Zettle account at any time.
\nTo stop Zettle data being shared with Starling, log into your Zettle account on my.zettle.com, select Integrations, then Connected, and then the Starling Bank integration. Tap to open it and hit Disconnect.
\nTo remove the Zettle tile from your Starling Marketplace, log into the Starling app and head to the Marketplace section. From there, tap on your Zettle tile and select Remove.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915754206362748671,"question":"If I already use Zettle can I link my account to my Starling app?","answer":"Yes, this integration works for both new and existing Zettle customers.
\nGo to the Starling Marketplace, tap on Browse, and select Zettle from the menu. Tap Add and then select Login to Zettle. Follow the links, which will take you to log into your Zettle account.
\nFrom there, you'll be prompted to confirm you agree to sharing the required Zettle data with Starling. This video outlines the steps you need to take. See video here
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915808962386412972,"question":"I’ve subscribed to a paid product. What happens if I change my mind and want to cancel my subscription? is there a “cooling off” period?","answer":"We won't charge you during the first 14 days of your paid-for service.
\nIf you change your mind within this period, just cancel your product by going to the Subscriptions menu in the app.
\nYou can still resubscribe at any time.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915618741278034020,"question":"If I change my mind can I stop sharing my SumUp data with Starling?","answer":"Yes, you can disconnect your Starling app from your SumUp account at any time.
\nTo remove the SumUp tile from your Starling Marketplace, log into the Starling app and head to the Marketplace section. From there, tap on your SumUp tile and select Remove.
\nThis will stop Starling retrieving data from SumUp. You can contact SumUp customer services to revoke Starling's access to your SumUp data.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"SumUp","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915654205371467630,"question":"I’ve applied for an account, how long does it take to open?","answer":"We work applications as quickly as possible and in most cases this is less than 24 hours.
\nOur customer service agents will not be able to speed up your application process if you get in contact.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915649148285699458,"question":"I have uploaded a bulk payments file but some payments are highlighted in purple, what does this mean?","answer":"When you upload a payment file, we check for any duplicate entries and highlight them to you in purple.
\nThis won't prevent you from continuing with the bulk payment, it's just to allow you to more easily check whether it is an error or if you meant to make the exact same payment twice.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915609312479035546,"question":"I have uploaded a bulk payments file but a payment is highlighted in light red, what does this mean?","answer":"When you upload a payment file, we check that all the data is in the correct format.
\nWe highlight specific pieces of information that are causing problems in red.
\nErrors could be for a variety of reasons, if you hover over the \"?\" it will give you the reason.
\nYou'll need to fix these errors and re-upload the payments file to be able to continue with that bulk payment.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915661523509004169,"question":"I’ve already extended my loan to 10 years. Can I move to a 6 month interest only period? ","answer":"Yes - you can use all of the PAYG options.
\nSo you can extend the term of your loan to 10 years, in addition to choosing to have six month periods of interest only payments. You cannot extend the term of your loan beyond 10 years.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":16,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915817370595181764,"question":"I’ve subscribed to a paid product. What happens if I change my mind and want to cancel my subscription? is there a “cooling off” period?","answer":"We won't charge you during the first 14 days of your paid-for service.
\nIf you change your mind within this period, just cancel your product by going to the Subscriptions menu in the app.
\nYou can still resubscribe at any time.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915658641437314938,"question":"I'm overdrawn even though I don't have an overdraft, or have gone beyond my limit. How did this happen?","answer":"It's possible to become overdrawn beyond your agreed limit if the final payment amount requested by a merchant exceeds the initial authorisation, or if the transaction was processed 'offline'.
\nIn these situations the amount requested must be paid and cannot be declined, even if you have insufficient funds. This can lead to your account becoming overdrawn (e.g. the payment amount exceeds your balance).
\nRest assured, Starling does not charge one-time fees or interest in these situations. It is still important that you pay off the amount though to avoid your account going into arrears.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":8,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915831632231219327,"question":"I'm overdrawn even though I don't have an overdraft, or have gone beyond my limit. How did this happen?","answer":"It's possible to become overdrawn beyond your agreed limit if the final payment amount requested by a merchant exceeds the initial authorisation, or if the transaction was processed 'offline'.
\nIn these situations the amount requested must be paid and cannot be declined, even if you have insufficient funds. This can lead to your account becoming overdrawn (e.g. the payment amount exceeds your balance).
\nRest assured, Starling does not charge one-time fees or interest in these situations. It is still important that you pay off the amount though to avoid your account going into arrears.
","accountTypes":["JOINT"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915838726529696463,"question":"How does the automated bookkeeping work?","answer":"The Zettle integration works with our Business Toolkit. It allows you to correctly account for sales, advances and fees paid to Zettle. Our Toolkit captures the VAT on each transaction. This feeds into your VAT calculations for submission to HMRC.
\nOur Business Toolkit supports cash accounting. So each day you have a transaction through Zettle these will appear as 'external transactions' in the Bookkeeping section. This can be for card payments, cash, refunds, invoice payments, advance down payments, etc.
\nThe Toolkit groups and totals your daily transactions based on the Zettle transaction type. For any sales processed through Zettle, the Toolkit will create 'external transactions', per VAT rate, per day. The Toolkit will mark all these external transactions as Zettle transactions. To ensure accurate bookkeeping, we recommend you don't delete these.
\nWhen you receive your payout from Zettle (displayed as 'Paypal Pte'), we'll mark the incoming payment to Starling as Transfers', not 'Revenue'. This avoids duplicate sales entries that are automatically created for daily sales. To avoid double counting, we recommend you keep the spending category for the Zettle payout as 'Transfers'. If your Zettle payout is to Paypal first, you'll have to categorise the Zettle proportion of the Paypal payout as 'Transfers'. You'll need to do this manually once it reaches your Starling account.
\nWe also include cash payments through Zettle as external transactions. To avoid double counting, you should change the category of these to transfers. This is because they'll already be counted as 'Revenue'.
\nFor more information on exactly how the Zettle integration works with the Business Toolkit, watch our How-To video.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915870613179614719,"question":"What is Settle Up?","answer":"Settle Up is a great feature that allows you to keep on top of IOUs, pay friends and family, and settle bills. Use it to request money from friends and family quickly with a link.
\nBoth Starling and non-Starling customers can send money using Settle Up.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915658264904024068,"question":"How soon will I receive money sent using Settle Up?","answer":"You should receive the money almost instantly. Sometimes it can take a few minutes for the sending bank to complete the payment.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915859426696119231,"question":"My phone number isn't a UK number. Will I be able to open a Starling account?","answer":"Yes, we support numbers from the following countries:
\nSettle Up is a great feature that allows you to keep on top of IOUs, pay friends and family, and settle bills. Use it to request money from friends and family quickly with a link.
\nBoth Starling and non-Starling customers can send money using Settle Up.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915666698525036201,"question":"My phone number isn't a UK number. Will I be able to open a Starling account?","answer":"Yes, we support numbers from the following countries:
\nYou should receive the money almost instantly. Sometimes it can take a few minutes for the sending bank to complete the payment.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915764906819536804,"question":"My phone number isn't a UK number. Will I be able to open a Starling account?","answer":"Yes, we support numbers from the following countries:
\nYou can find all the information you need about our marketplace here: https://www.starlingbank.com/current-account/personal-finance-marketplace/
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Marketplace","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915813317192207655,"question":"If I select one of the PAYG options, will this affect my credit score?","answer":"Using a Pay As You Grow option won't affect your credit score, or negatively affect your credit file.
\nWe may use requests for Pay As You Grow to help us assess affordability in future lending applications.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915845472770343870,"question":"What services are available in the Marketplace?","answer":"You can find all the information you need about our marketplace here: https://www.starlingbank.com/business-account/marketplace-for-businesses/
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Account support","subcategory":"Business Marketplace","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915868555064724164,"question":"What accounting providers can I integrate with?","answer":"You can integrate with Xero, FreeAgent and Quickbooks in just a few taps of the app. This will allow your transaction data to be shared automatically and instantly with your accounting software.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":7,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915863236304916376,"question":"I opened a business account, can I also open a personal account?","answer":"Yes you can (subject to eligibility). Just head into the top right corner of the home screen, then hit 'Open a new account'.
\nOur Accounts are subject to eligibility criteria and will only be visible in the app to customers that are eligible.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915827577297125925,"question":"What does the integration between Starling and Xero do?","answer":"The Starling integration will automatically send your Starling Bank account transaction activity through to Xero in real-time. That way you never need to manually download a statement and upload it to Xero. The integration supports business accounts in GBP, EUR & USD currencies.
\nThe integration will share the amount, date, time, direction, reference and merchant information.
\nThe integration will only share settled transactions to Xero. Certain transactions, like card transactions, can take a couple of days to settle after they first take place. This is the same as your Starling statements.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915831264590250046,"question":"Where can I view Starling's Fee Information Document?","answer":"Starling's Fee Documents are available on the Legal page of our website.
","accountTypes":["INDIVIDUAL"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915613777415457470,"question":"What happens to my Bookkeeping if the Zettle integration gets disconnected?","answer":"If it gets disconnected, your Zettle data will stop syncing. Once reconnected, we'll go back and add all the transactions from when the integration was disconnected. This includes pay outs.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915667798465397768,"question":"Where can I view Starling's Fee Information Document?","answer":"Starling's Fee Documents are available on the Legal page of our website.
","accountTypes":["JOINT"],"category":"Account support","subcategory":"Account management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915845214874715894,"question":"I have Paypal Working Capital, does the Toolkit bookkeep for it?","answer":"No, the Toolkit will only account for the transactions in your Zettle account.
\nIf you have Paypal Working Capital, your payouts will be transferred into your PayPal account.
\nTo avoid double counting Zettle sales, make sure you categorise your Paypal payout, adjusting the allowable tax amount if required.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915732916274743450,"question":"Which types of bank accounts can I integrate with FreeAgent?","answer":"This is currently only available to business customers. The integration supports accounts in GBP, EUR & USD.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":2,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915629262815445410,"question":"When will Zettle transactions show in the Business Toolkit?","answer":"If you've got a Zettle integration, your external transactions will sync to the Toolkit at midnight on each day that an Zettle transaction has taken place.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915717202949525133,"question":"Can I use the weekend exchange rate to make international transfers in other currencies besides € and £?","answer":"No. On weekends you can only make international transfers between your GBP, EUR & USD accounts. The only available currencies for exchange are Pounds, Euros and US Dollars.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Weekend payments","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915793160141490816,"question":"Will I be able to include all of my previous Zettle transactions in the Business Toolkit?","answer":"No, you can't backdate the integration.
\nOnly transactions that are included in your first payout since you connected Zettle with Starling will show on the Business Toolkit.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Zettle","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915622087499989852,"question":"What are the features of the Zettle integration?","answer":"The Zettle integration has three features, which allow you to:
\nThe following types of company are eligible for a Business Current Account:
\n- Limited Companies.
\n- Limited Liability Partnerships.
\n- Community Interest Companies (CIC).
\nAll companies must be registered in the UK at Companies House. All Persons of Significant Control must be UK residents and people (not other companies, trusts etc.). Please check our terms for full details here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915740432532914698,"question":"Can my accountant link my Starling account with FreeAgent?","answer":"No, only those who can access your Starling account are able to link FreeAgent to Starling. For sole trader accounts, this is only the account holder.
\nFor limited company accounts, only PSC/Directors can access the account. Accountants can be given access within FreeAgent to view Starling transactions pushed to FreeAgent.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"FreeAgent","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915733672927118882,"question":"Can I set up a regular scheduled international transfer?","answer":"At the moment, you can only create scheduled transfers in euros from your Starling euro account.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"International payments","featured":false,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915741718138801963,"question":"Do you offer business accounts to charities?","answer":"We can only offer accounts to charities registered as Limited companies. They must also have a company structure we can support. We offer accounts for charities that are registered with the Charities Commission if all the details are shown on Companies House.
\nOur accounts that you apply for are subject to our eligibility criteria. We are unable to confirm if you will be eligible until you apply for the account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":5,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915783956453346484,"question":"Where can I find my virtual card details?","answer":"You can find your virtual card details on the Space the card is linked to and on the Cards tab.
\nOpen the Spaces tab
\nSelect the Space the card is linked to
\nTap Manage Space
\nTap Manage your virtual card
\nTap Card details
\nTap All cards
\nSelect the card icon next to the virtual card
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915797139079647128,"question":"I already have one business account. Can I open another one?","answer":"You can open multiple business accounts as long as they are for different businesses. Any additional accounts that you would like to apply for are subject to our eligibility criteria. These will only be visible in your app if your account is eligible. Please note that every application will be reviewed individually and held to our eligibility criteria.
\nFor sole trader accounts, if you're under the age of 25 then you can only hold a maximum of one sole trader account. If you're over the age of 25 then you can hold a maximum of two sole trader accounts as long as they are for separate businesses.
\nTo open another account, head into the top right corner of the home screen, then swipe down to reveal the accounts menu, then hit 'Open a new account'.
\nYou'll receive a new Starling for business debit card for each new business account you open, printed with your business name.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915834271076402541,"question":"Where can I find my virtual card details?","answer":"You can find your virtual card details on the Space the card is linked to and on the Cards tab.
\nOpen the Spaces tab
\nSelect the Space the card is linked to
\nTap Manage Space
\nTap Manage your virtual card
\nTap Card details
\nTap All cards
\nSelect the card icon next to the virtual card
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["CARD","ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915627772634483494,"question":"If I choose one of the PAYG options, will this change the total amount I have to repay monthly?","answer":"If you use any PAYG options, the total amount you will need to repay will increase.
\nThis is because you will be charged interest over a longer period and on a higher outstanding loan balance than if you repaid in line with your current loan schedule.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Pay As You Grow Options (PAYG)","featured":false,"priority":1,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915620300871913203,"question":"Why can I not see an option for an overdraft?","answer":"There are a few reasons why an overdraft may not show on the app. These might include:
\nYes, you can deposit cash into your Starling account at any Post Office branch. If you have a Personal or Joint Current Account, you can deposit £1,000 per calendar year free of charge.
\nYou will then be charged 0.7% for all deposits over the £1,000 limit.
\nFor Personal and Joint Current Accounts, there are individual limits on the amount of cash that can be deposited in each account
\nPersonal and joint accounts can deposit up to £5,000 per calendar year. You can deposit up to £1000 per day, with no more than £250 of that in coins. Find your nearest Post Office branch here.
\nIf you want to check how much you've deposited through the Post Office so far, open your mobile app to the Home screen and Swipe up for transactions then search for \"Post Office Banking Services\".
\nPlease note that your individual annual limit may vary, please get in touch with us via the Help section of the app if you need to find out more.
","accountTypes":["INDIVIDUAL"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915826973335702738,"question":"Can I deposit cash into my account?","answer":"Yes, you can deposit cash into your Starling account at any Post Office branch. If you have a Personal or Joint Current Account, you can deposit £1,000 per calendar year free of charge.
\nYou will then be charged 0.7% for all deposits over the £1,000 limit.
\nFor Personal and Joint Current Accounts, there are individual limits on the amount of cash that can be deposited in each account
\nPersonal and joint accounts can deposit up to £5,000 per calendar year. You can deposit up to £1000 per day, with no more than £250 of that in coins. Find your nearest Post Office branch here.
\nIf you want to check how much you've deposited through the Post Office so far, open your mobile app to the Home screen and Swipe up for transactions then search for \"Post Office Banking Services\".
\nPlease note that your individual annual limit may vary, please get in touch with us via the Help section of the app if you need to find out more.
","accountTypes":["JOINT"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915625105777708828,"question":"Do you offer separate “client money” accounts?","answer":"Client money refers to any money that a business receives from or holds for, or on behalf of, a client. Client money accounts are separate from business money. It protects them in case the business goes bankrupt or faces insolvency or liquidation.
\nWe understand that many businesses need these services, but at this time, we are unable to offer these.
\nAre you a regulated Payment Service Provider? Such as a bank, payroll or card payments provider, find out more here.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Account features","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915634390168259634,"question":"Can I split a payment into my other accounts and Spaces?","answer":"Yes!
\nIf you've received a GBP (£) payment into your main balance, you can easily sort it into your Spaces and other accounts you own.
\nTo do this, tap the payment in your feed, then tap Split payment.
\nFrom there, you can choose how you want to split it - by amounts or percentages - and where you want to send the money.
\nBusiness and Sole Trader accounts are currently only able to split payments into Spaces - not other accounts.
\nHaving trouble splitting one of your payments?
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915785555633915770,"question":"Can I split a payment into my other accounts and Spaces?","answer":"Yes!
\nIf you've received a GBP (£) payment into your main balance, you can easily sort it into your Spaces and other accounts you own.
\nTo do this, tap the payment in your feed, then tap Split payment.
\nFrom there, you can choose how you want to split it - by amounts or percentages - and where you want to send the money.
\nBusiness and Sole Trader accounts are currently only able to split payments into Spaces - not other accounts.
\nHaving trouble splitting one of your payments?
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915777364036896222,"question":"Why am I not able to connect my Starling account to Xero?","answer":"Xero is available on all our business accounts. If your accountant manages your Xero subscription, you might not be able to connect to us. You should check with them and make sure you have the permissions to do this.
\nMulti-currency accounts are able to sync with users who have Xero's premium subscription.
\nYou'll find step-by-step support on how to connect to Xero here.
\nIf you've checked your permissions and still can't connect to Xero, please contact us.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Xero","featured":false,"priority":6,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915816661882192164,"question":"What interest is charged on my overdraft?","answer":"We charge interest rates of 15%, 25% or 35% EAR (variable).
\nWe consider a range of factors when we calculate what overdraft rate to offer you, including information from credit reference agencies, such as Experian, TransUnion and Equifax. We won't charge any fees for unarranged overdraft borrowing. You can read more about our overdraft pricing structure in our blog. If you think there may be something wrong with your interest rate or credit rating, you can contact us and appeal your interest rate.
\nYou can see your interest rate in the app. If you have an overdraft already, just tap on your agreed overdraft amount on the main homepage screen. If you don't have an overdraft yet, you can see what rate you would be offered by selecting the 'overdraft' option on the main menu.
\nInterest is accrued daily, charged monthly and it's all updated in your app.
\n*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 doesn't include the fees that some banks may charge you in addition to interest. At Starling, we don't charge any additional fees.
","accountTypes":["INDIVIDUAL"],"category":"Overdrafts and loans","subcategory":"Overdrafts","featured":false,"priority":3,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915739277284229139,"question":"Is there a limit to how much cash I can deposit at the Post Office?","answer":"Business customers can deposit up to £5000 per day with a maximum of £250 of this amount in coins. Business customers can deposit up to £100,000 per calendar year.
\nSole trader customers can deposit up to £5000 per day with a maximum of £250 of this amount in coins. Sole Traders can deposit up to £20,000 per calendar year.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Cash and cheques","subcategory":"Cash deposits and withdrawals","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915762997005404966,"question":"Why have you declined my cryptocurrency transaction?","answer":"We're constantly reviewing how we keep you and your money safe. As part of these reviews, we no longer support the buying and selling of cryptocurrencies by debit card, bank transfer in GBP, or by bank transfer in other currencies. We've made this decision to help protect our customers.
\nWe will not charge you for any declined payments.
","accountTypes":["INDIVIDUAL","JOINT","BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"UK payments","featured":true,"priority":10,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915669806645267349,"question":"What happens to my subscriptions when I cancel the virtual card that was used to cover its payments?","answer":"Your subscription will no longer be paid from the Space. To continue paying your subscription(s), new card details will need to be given to the subscription provider.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915612881303324608,"question":"Where can I see my previous bulk payments or drafts?","answer":"Login to online banking and navigate to the payments tab. Select the bulk payments tab and you will see all your previous bulk payments and drafts.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Reviewing past bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915853432695898469,"question":"Will my card blocks and controls stay the same when my card is cancelled and a new one is issued?","answer":"Yes, if you had any blocks or card controls toggled on for your previous card, they'll be carried over to your new one.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915762294447884284,"question":"Will my PIN stay the same when my card is cancelled and a new card is issued?","answer":"Yes, your PIN will stay the same. If you need a reminder of your PIN, open your app, and then:
\nOnce you've received and activated your new Starling card, you can destroy and dispose of your old one. Just make sure you cut through the chip first.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Your Starling debit card","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915641376487133179,"question":"What happens to my bills when I delete a Space?","answer":"Any Direct Debits and standing orders will now be paid from your main balance - you won't need to do anything. We'll cancel any automatic transfers from your main balance to the Space. We'll also move any money left in your Space to your main balance.
\nYou'll still be able to view the transaction history in your account statement and the archived Space. You can find all the spaces you have archived by going to Manage Spaces in Spaces.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915764990534502530,"question":"What happens to my bills when I delete a Space?","answer":"Any Direct Debits and standing orders will now be paid from your main balance - you won't need to do anything. We'll cancel any automatic transfers from your main balance to the Space. We'll also move any money left in your Space to your main balance.
\nYou'll still be able to view the transaction history in your account statement and the archived Space. You can find all the spaces you have archived by going to Manage Spaces in Spaces.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915828098208450406,"question":"What happens to my bills when I delete a Space?","answer":"Any Direct Debits and standing orders will now be paid from your main balance - you won't need to do anything. We'll cancel any automatic transfers from your main balance to the Space. We'll also move any money left in your Space to your main balance.
\nYou'll still be able to view the transaction history in your account statement and the archived Space. You can find all the spaces you have archived by going to Manage Spaces in Spaces.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915606754670232508,"question":"I have uploaded a bulk payments file but a payment is highlighted in dark red, what does this mean?","answer":"If any payees are highlighted in dark red this means they are unpayable. You will need to delete this payee from the file to be able to proceed with the bulk payment.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915728011238592269,"question":"What types of businesses are eligible for a Sole Trader account?","answer":"To be eligible for a Sole Trader account:
\nThe business owner must be a sole trader in respect to the business. This means they are not in partnership with any other person in relation to the business.
The business must not be owned, managed or run through a separate legal entity.
To open an account as a sole trader, you must meet certain eligibility checks, which include looking at credit data. We are unable to confirm your eligibility until you apply for a Sole Trader Account.
\nWhen applying for the account we will need evidence of trading activity, and the sole trader can't engage in any of the prohibited activities set out in the sole trader current account terms.
\nIf your business is registered on Companies House, you'll need to apply for a Business Current Account.
\nThe following types of company are eligible for a Business Current Account:
\n- Limited Companies
\n- Limited Liability Partnerships
\n- Community Interest Companies (CIC)
\nPlease note that our Business Current Accounts are subject to our eligibility criteria. We are unable to confirm if you will be eligible until you apply for a Business Current Account. However, all companies must be registered in the UK at Companies House and all Persons of Significant Control must be UK resident individuals (not other companies, trusts etc.). Please check our terms for full details here.
\nIf your business is not a separate legal entity, and not registered on Companies House, you may be eligible for a Sole Trader account.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Setting up an account","subcategory":"Who can have a Starling account?","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915737456752347787,"question":"What do I do if I don’t have enough available balance to make the bulk payment?","answer":"When you go to make the payment you will see your available balance, remaining overdraft and balance after payment. If you don't have enough money in your account then you will not be able to continue with the bulk payment.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915773329396485623,"question":"What happens to my subscriptions when I cancel the virtual card that was used to cover its payments?","answer":"Your subscription will no longer be paid from the Space. To continue paying your subscription(s), new card details will need to be given to the subscription provider.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915687307184851118,"question":"What does ‘Awaiting approval’ mean?","answer":"After you've authorised the bulk payment in Online Banking portal, it will be in 'Awaiting approval' state. This is until you approve the bulk payment on your mobile. If you can no longer see the message we sent to your mobile, then click 'Resend notification' on the online bank for that bulk payment.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915737493597864433,"question":"What is State Aid?","answer":"The European Commission approved schemes to aid businesses affected by the Coronavirus outbreak on the basis of their Temporary Framework.
The amount of state aid you have received will show on the bottom of your statement.
It is your responsibility to retain records of any State aid arising under this measure.
Any State Aid records that you receive must be retained for four years after the conclusion of the UK's transition from the EU. It must be produced on any request from the UK public authorities or the European Commission.
Spaces don't have an overdraft. So, if there isn't enough money in the Space to cover your virtual card transaction, it will almost always be declined and we'll send you a notification to let you know.
\nThere are a handful of cases where we have to let a payment leave the Space even though there's not enough money in there. For example, you might still be charged by Transport for London for a Tube journey because the payment was processed offline.
\nWhen this happens, your Space may go overdrawn but we won't be applying any charges unless you have an arranged overdraft with us. Interest for any arranged overdraft is calculated on your overall account balance which includes your main account and all your Spaces. You'll only be charged interest if your overall balance is below £0. You can check your overall account balance in the interest rates screen - just head to 'Statements and Documents' in the main app menu.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915762649066916420,"question":"I have a joint account. Can we both have a virtual card for the same Space?","answer":"Yes, you can both spend from the same Space. You'll both need to individually follow the steps to create a virtual card for the Space. The virtual cards will have different details to each other – just like your main joint debit cards.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915600748452072984,"question":"How many virtual cards can I have?","answer":"You can have up to 5 active virtual cards at any one time in your joint account.
\nYou can create 5 new virtual cards per week, but this limit is shared with your personal account. For example, if you've created 3 virtual cards in your joint account, you'll only be able to create 2 virtual cards in your personal account that week. The following week, you'll be able to create more virtual cards, as long as you haven't already got 5 active virtual cards in either account.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915743611663697741,"question":"How do I delete a virtual card?","answer":"There are 2 ways to cancel a virtual card:
\nIn the Card hub
\nIn Spaces
\nEach virtual card has a daily spending limit of £500, regardless of the currency you're using. You can make up to 50 transactions per day.
\nYou can spend up to £500 per transaction on your mobile wallet.
\nVirtual cards cannot be used to spend at money transfer services, crypto exchanges or betting companies.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915678491429194875,"question":"Can a virtual card make my account overdrawn?","answer":"Spaces don't have an overdraft. So, if there isn't enough money in the Space to cover your virtual card transaction, it will almost always be declined and we'll send you a notification to let you know.
\nThere are a handful of cases where we have to let a payment leave the Space even though there's not enough money in there. For example, you might still be charged by Transport for London for a Tube journey because the payment was processed offline.
\nWhen this happens, your Space may go overdrawn but we won't be applying any charges unless you have an arranged overdraft with us.
\nInterest for any arranged overdraft is calculated on your overall account balance which includes your main account and all your Spaces. You'll only be charged interest if your overall balance is below £0. You can check your overall account balance in the interest rates screen - just head to 'Statements and Documents' in the main app menu.
","accountTypes":["JOINT"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915790243645114544,"question":"How many virtual cards can I have?","answer":"You can have up to 5 active virtual cards at any one time in your personal account.
\nYou can create 5 new virtual cards per week, but this limit is shared with your joint account. For example, if you've created 3 virtual cards in your personal account, you'll only be able to create 2 virtual cards in your joint account that week. The following week, you'll be able to create more virtual cards, as long as you haven't already got 5 active virtual cards in either account.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915701228571675803,"question":"What are 'Other Accounts'?","answer":"Other Accounts in the Online Bank lets you see your balance in other accounts that you do not hold with Starling.
\nThis service only supports some banks, and not all account types may be supported at each of the compatible banks. This is outside of our control.
\nWe currently support integrations with:
\nThis service is only available to Business and Sole trader customers.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Marketplace","subcategory":"Other Accounts","featured":false,"priority":4,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915783343702755017,"question":"What are the spending limits for a virtual card?","answer":"Each virtual card has a daily spending limit of £500, regardless of the currency you're using. You can make up to 50 transactions per day.
\nYou can spend up to £500 per transaction on your mobile wallet.
\nVirtual cards cannot be used to spend at money transfer services, crypto exchanges or betting companies.
","accountTypes":["INDIVIDUAL"],"category":"Debit card queries","subcategory":"Virtual Cards","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915764487678216180,"question":"What details do I need to provide in the payments file to make a bulk payment?","answer":"In the payments template file, you will need to provide the following payment details in the correct columns, with one payment per row:
\nDo not alter the template, the columns must remain in this order (as per the payments template file) with the header included.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915611928351690035,"question":"Can I make a bulk payment from my Business Euro or USD account?","answer":"No - not at the moment, the bulk payments feature is only available to GBP accounts. Bulk payments can only be made in GBP from a GBP account.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915810892485185264,"question":"What is the maximum total value a bulk payment can be?","answer":"Based on our current transfer limits, a single payment within a bulk payment file cannot be over £250,000.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Making a Bulk Payment","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915660185548243090,"question":"What does it mean if my bulk payment has the status ‘Rejected’?","answer":"This means that you authorised the bulk payment in the online bank, but you declined the authorisation on your mobile. If you've changed your mind and would like to make this bulk payment, you'll need to upload the payments file again.
","accountTypes":["BUSINESS"],"category":"Bulk Payments","subcategory":"Problems making bulk payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915833861349589450,"question":"What if a Direct Debit is cancelled by the merchant?","answer":"When a Direct Debit is cancelled, either by yourself or the merchant, the payment will no longer be made from your Space. It will no longer appear as an option when choosing which bills to pay from a Space either.
\nAutomatic transfers between your main balance and your Space will continue until cancelled.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915725724170535278,"question":"What if I want to move the scheduled payments from a Space back to my main account?","answer":"Go into the Space and tap on 'Manage Space'. In 'Bills paid from this Space', untick the Direct Debits and/or standing orders that you want to pay from your main balance. Tap on 'Save' when you're done and the bills should now be paid from your main balance on their next due date.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915871521884817492,"question":"What if a Direct Debit is cancelled by the merchant?","answer":"When a Direct Debit is cancelled, either by yourself or the merchant, the payment will no longer be made from your Space. It will no longer appear as an option when choosing which bills to pay from a Space either.
\nAutomatic transfers between your main balance and your Space will continue until cancelled.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915663854238188268,"question":"What happens to my business credit score if I miss a repayment?","answer":"Any missed payments will be reported to credit reference agencies which will affect your business credit score.
","accountTypes":["BUSINESS"],"category":"Recovery Loan Scheme","subcategory":"Missed Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915612262053269408,"question":"I’ve missed a repayment on my Recovery Loan - how do I get back on track?","answer":"If you head to the app, or the loans section of your online banking, you can find the option to 'Pay Now'.
\nIf you pay enough to cover your missed payment, and the interest that has accrued on that missed payment, you'll be back on track.
","accountTypes":["BUSINESS"],"category":"Recovery Loan Scheme","subcategory":"Missed Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915756946038606056,"question":"How often will I receive a Recovery Loan Scheme statement?","answer":"Statements are produced annually, on the anniversary of when your loan was paid out.
","accountTypes":["BUSINESS"],"category":"Recovery Loan Scheme","subcategory":"Loan Management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915873397653784425,"question":"How is the level of State Aid calculated","answer":"The level of state aid is the amount of the loan plus the interest for the first 12 months, which was paid by the government. This is shown on your statement.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Loan Management","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915630882005339174,"question":"What if a Direct Debit is cancelled by the merchant?","answer":"When a Direct Debit is cancelled, either by yourself or the merchant, the payment will no longer be made from your Space. It will no longer appear as an option when choosing which bills to pay from a Space either.
\nAutomatic transfers between your main balance and your Space will continue until cancelled.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915854427493451087,"question":"What if I want to move the scheduled payments from a Space back to my main account?","answer":"Go into the Space and tap on 'Manage Space'. In 'Bills paid from this Space', untick the Direct Debits and/or standing orders that you want to pay from your main balance. Tap on 'Save' when you're done and the bills should now be paid from your main balance on their next due date.
","accountTypes":["JOINT"],"category":"Sending and receiving money","subcategory":"Bills manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915644975499396169,"question":"What if I want to move the scheduled payments from a Space back to my main account?","answer":"Go into the Space and tap on 'Manage Space'. In 'Bills paid from this Space', untick the Direct Debits and/or standing orders that you want to pay from your main balance. Tap on 'Save' when you're done and the bills should now be paid from your main balance on their next due date.
","accountTypes":["INDIVIDUAL"],"category":"Sending and receiving money","subcategory":"Bills Manager","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915601941210939434,"question":"I’ve missed a repayment on my Bounce Back Loan - how do I get back on track?","answer":"If you head to the app, or the loans section of your online banking, you can find the option to 'Pay Now'.
\nIf you pay enough to cover your missed payment, and the interest that has accrued on that missed payment, you'll be back on track.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Missed Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]},{"id":3915681141869923342,"question":"I’ve missed a repayment on my Bounce Back Loan - can I take a payment holiday to include this?","answer":"No. You can't apply a payment holiday retrospectively - you must choose the holiday in advance of starting it.
","accountTypes":["BUSINESS","SOLE_TRADER"],"category":"Bounce Back Loan Scheme & Pay As You Grow","subcategory":"Missed Payments","featured":false,"priority":0,"context":{"appScreen":["ALL_TOPICS"],"declinedReason":[],"status":[],"source":[],"subSource":[],"direction":[],"merchant":[],"platform":["WEBSITE","IOS","ANDROID"]},"labels":[]}]