BrightStar Pay Help

Alerts

Our app offers a wide range of Alerts that help you stay in control of your finances and keep your account safe from overdrafts and fraud. You can configure to receive alerts via e-mail or push alerts on your mobile device.

 

Where can I manage my alerts?

You can manage your alerts, including how you want to receive your alerts, by tapping on Alerts from the hamburger menu.

 

Pay In-Store

Pay In-Store allows users to tap their NFC Android mobile device at any Visa Mobile Payment-enabled POS terminal to complete a tokenized transaction.

 

What are the supported Devices for Pay In-Store?

Supported Devices:  Android Devices running operating systems 4.4 (KitKat) and above and have HF and Host Card Emulation (HCDE) installed.  This service is not supported on iOS devices.

 

How can I make payments with the App?

Manual:  Sign into the app, select the “Pay In-Store” option, and then tap your phone on the terminal to make a payment.

  1. Sign into the app.
  2. Tap on the $ button for the card you would like to use for payment.
  3. Tap the Pay In-Store icon.

 

Quick Access:  You can tap the logo on the sign-in screen, then tap the Pay In-Store icon next to the card number.  

To use Quick Access, you must set up Quick Access in the app.

  1.  Tap menu drawer.
  2.  Tap settings, then tap Quick Access.
  3.  Turn on the Quick Access button.
  4.  Tap the box next to enable Pay In-Store in Quick Access.
  5.  Follow the instructions in the App.

 

Always On:  Unlock your phone, and then tap your phone on the POS terminal. You do not have to open the app to pay when Always On is set. Always On must be turned on in-app.

  1. Tap menu drawer.
  2. Tap Pay In-Store.
  3. Tap Always On.
  4. Follow the on-screen instructions. 

Finger Print Authentication

 

How do I turn on Finger Print Authentication for the App?

  1. Tap Menu Drawer.
  2. Tap Settings.
  3. Tap User Fingerprint.
  4. Follow the on-screen instructions.

 

Why is the App asking for my password even though I have Finger Print Authentication turned on? 

For the security purposes, the App will ask for additional validation from you when utilizing the following functions:

  • Add Card / Update card / Delete card
  • Set Up Pay In-Store
  • Settings (manage contacts, change password, change username, change passcode, other settings)
  • Card Details
  • Reactivate Card

 

 

Card on/off (Suspend/Reactivate) – supported for Credit cards only

 

How do I turn my card off within the App?

  1. Tap the Card Art for the card you would like to turn off.
  2. Slide the Suspend button over to the right to – ON.
  3. You will receive a warning message stating that transactions cannot be done with this card while it is “off.” Tap Suspend.
  4. The card will show as suspended in the card carousel.

 

How do I turn my card back on within the App?

  1. Find the card on the card carousel.
  2. Tap on the card to reactivate.
  3. You will receive a message in the app that the card has been reactivated.

 

Visa Checkout

Visa Checkout allows you to pay online without having to re-enter card information.

 

Why can I not add my card to Visa Checkout?

You might not have any qualifying cards added to the app that can be enrolled into Visa Checkout services.

 

App Tutorial

 

How can I view the tutorial? 

Access the tutorials under the hamburger menu, settings, and tutorials.

 

Miscellaneous        

 

What if I lose my card?

  1. Contact BrightStar Credit Union immediately and report your card as lost.
  2. You will need to delete the lost card from the App and add the details for the replacement card. If a transaction is performed using your old card number, we will automatically remove the card from the App.

 

 

Is this App secure?

The security of the App is at the heart of our services. The App can only be accessed from your mobile phone using your username and password or fingerprint authentication. We regularly test, update, and validate our security model to ensure we maintain a banking grade level of security. We also use recognized and independent security experts to validate the security of the App.

 

Help! My Verification Code will not work in the App.

The verification codes that are sent via email are valid for 30 minutes. If more than 30 minutes have expired, request another verification code via the App.

 

I entered an incorrect email address when enrolling.

If you entered the incorrect email address during enrollment, to go through the Create Account process again using the correct email address.

 

Can I use multiple mobile devices to access my mobile account?

Yes, you can use up to 10 mobile devices to access your accounts.

  1. You must successfully enroll with the App then go into your menu drawer and tap Profile, tap Mobile Number, tap Plus sign next Phone numbers.
  2. Add the Phone Number and tap Save.
  3. Tap Confirm.
  4. Tap Continue.
  5. Cardholder will be taken to the main app screen.

 

Why did the service report an error?

If you get an error when you try to use the App, there may be a problem with your phone settings.

  1. Service Unavailable error (or web service error)-we recommend that you try again later. Occasionally, we need to make changes to the service that requires a temporary halt in service.
  2. Network Unavailable error- we recommend that you try again later as you may likely be out of your network coverage.
  3. System Unavailable error- we recommend that you try again later. Network timeouts can be caused by a number of factors, such as: a. High usage of the wireless traffic carrier b. Poor signal strength c. Certain older phones with a slower version of GPRS (data service)

 

What if I want to delete my mobile services account?

  1. Tap the Menu Drawer.
  2. Tap Settings.
  3. Tap Delete Profile.
  4. You will receive confirmation message. Tap “Continue”.
  5. Once you delete your profile, you will no longer have access to the App. You will need to re-enroll if you want access to the App.

 

Can my mobile services app session time out?

Yes, for security purposes, after 8 minutes of inactivity the session will expire and you will need to log in again.

 

What if I delete the app from my mobile phone? 

The application can be downloaded again at any time from the iTunes App Store, Google Play, or by going back to your financial institution’s website and choosing the appropriate mobile app.

 

How do I upgrade the app on my mobile phone? 

Upgrades are automatically handled by the app store. If there is a new version out, your app store will show the new version and you can download the latest version through the store.

 

Will the App work on my iPad or Tablet?

The Android and iPhone apps will run on their tablet counterparts; however, they are not optimized for viewing on those devices.

 

How do I add multiple cards to my mobile account? 

  1. Tap the “+” next to Cards in the main screen.
  2. Add the Card Detail Information.
  3. Tap Add card.

 

Why did my card fail verification? 

For security reasons, we cannot reveal reasons why a card has failed verification. You should check all of the card and related information to your account and make sure it’s an active card. Your financial institution can help you figure out what is wrong.

 

Do I have to be enrolled in the online banking service to use the App?

You do not. You can use the App regardless if you are signed up for Online or Mobile Banking.

 

Password Reset and Forgot Username

 

How do I reset my password if I forgot my password?

  1. Tap ‘Forgot?’ in the Password section of the Log in screen.
  2. Enter Username and tap Send Instructions.
  3. You will receive a verification email to your primary email address.
  4. Open the verification email.
  5. Enter the Verification code provided in the email on the Verify Email Address screen.
  6. Tap Continue.
  7. Enter a new password and confirm password on the Reset Password screen.
  8. Tap Reset Password.
  9. You will be taken to the Log in Screen.

 

What if I don’t receive the Password reset email? 

  1. Tap on Send New Code.
  2. Look for the verification email.
  3. Enter the Verification code provided in the email on the Verify Email Address screen.
  4. Tap Continue.
  5. Enter a new password and confirm password on the Reset Password screen.
  6. Tap Reset Password.
  7. You will be taken to the Log in Screen.

 

What if the link with the Forgot password email does not work?

The verification code inside the forgot password email is active for 30 minutes. If you try to use it after that time, you will receive an error message. You will need to go through forgot-password process again to request another forgot-password email. You can only do this 4 times within 24 hours.

 

After how many incorrect login attempts will my account be locked? 

If your account has been locked because of too many password tries, please wait for 60 minutes and try again.

 

How many characters can be in my password? 

Must be 7-32 Alphanumeric with at least on numeric value. The password cannot be ascending or descending sequence (123456789, 987654321) and 1 digit cannot make up over half the password.

 

What if I forgot my Username?

  1. Tap Forgot next to the Username on the Log in Screen.
  2. A system email will be sent to the primary email address you used to enroll into the App.

 

What if I lose my mobile device?

  1. Report the loss to your mobile network operator who will bar the phone and stop it from functioning.
  2. As long as your password remains secure, it will protect you from fraudulent use of the App.
  3. In addition, SMS notifications are a one-way communication to the user and will not contain personally identifiable information.
  4. In most cases, you will keep your current mobile number when you receive your new mobile device. Once received, you can download the application again and use your existing credentials to access your mobile account.

 

What if I upgrade my mobile device?

  1. If you upgrade your mobile device, you will most likely keep your current mobile number with your new device.
  2. You can download the application again and use your existing credentials to access your mobile account.
  3. If possible, delete the application from your old mobile phone before disposal.

 

Do I need to register again if I change my mobile phone number?

No, you can log in to the App with your existing credentials. You will need to go the menu drawer, settings, manage phone number and edit the existing phone number with the new phone number.