Help centre

Use the online banking service named in your welcome email: Edge Online Banking, Star Online Banking or Onyx Online Banking. The same links are under Customer Hub in the menu.

Use the link and username in your welcome email. If you've forgotten your password, select Reset on the login page and follow the steps. If you still can't log in, call us on +61 3 7003 8909. We never ask for passwords or one-time codes in chat.

First try Reset on the login page and follow the steps, or call us on +61 3 7003 8909, Monday to Friday, 9:30am to 6:00pm AEST/AEDT. You can also call the Star Internet Banking team directly on 1300 767 063, Monday to Saturday, 8am to 5pm. We never ask for your password or one-time codes.

In the welcome letter we send when your loan settles, and in your client portal.

By direct debit on your due date, from the account shown in your welcome letter. Please make sure there's enough money in that account before each due date.

Yes. Ask our team and we'll send you a form for everyone on the loan to sign.

Statements are in your client portal. If you need a statement for a different period, ask our team.

Don't pay. We never change your repayment details by email or text. Call us on +61 3 7003 8909 to check before you send any money. Read more about scams and security.

Yes. Ask our team and we'll ask our funding partner to review your interest rate. If another lender has offered you a lower interest rate, include the written offer.

You can ask. The request is assessed, and a different interest rate may apply. If you later change or pay out a fixed interest rate early, break costs may apply. We'll confirm the details before anything changes.

Please tell us. Changing between owner-occupied and investment can change your interest rate, and the change is assessed before it's made.

On a variable interest rate, yes. On a fixed interest rate, limits and break costs can apply, so check your loan agreement or ask us first.

If your loan has redraw, you can transfer to your nominated account in your client portal, within the daily limit. For larger amounts, or to switch redraw on, ask our team. SMSF loans don't offer redraw.

Some of our loans have an offset account. Ask our team and we'll tell you whether yours can, and send the form for everyone on the loan to sign. Any fee is set out in your loan agreement.

Ask our team for a discharge authority form. Everyone on the loan signs it. If you're refinancing, your new lender's settlement agent completes their section. Send it as early as you can, especially if you have a settlement date.

Discharge fees, and break costs if you're on a fixed interest rate, are set out in your loan agreement. We'll give you a payout figure before settlement.

Ask us for a rate review first.

Send us the builder's invoice. We'll send you a progress payment authority to sign and order a progress inspection. When the inspection and paperwork are complete, the builder is paid. Check the invoice matches the stage in your building contract. Read our construction loans guide.

A policy in your name for at least the replacement value in the valuation report, with our funding partner listed as an interested party. We'll tell you the exact name to list.

Tell us early. Your loan agreement sets a timeframe to finish construction, and a delay may need a review.

Contact us as early as you can on +61 3 7003 8909 (360 MMS) or +61 3 9917 8500 (360 Asset Finance), or use our contact form. Please don't just stop paying without talking to us.

Yes. If your loan is regulated consumer credit, such as a loan for a home you live in or a residential investment property, you can ask for a change to your repayments because of financial hardship, and the request must be considered. Our team will explain what information they need.

Contact us straight away. Missed repayments can lead to the charges set out in your loan agreement. Our team will talk with you about how to catch up.

The National Debt Helpline offers free, confidential financial counselling on 1800 007 007.

Contact our Complaints Officer on 1800 519 609 or +61 3 7003 8909, or write to Complaints Officer, 360 MMS, Level 19, 180 Lonsdale Street, Melbourne VIC 3000. Give us as much detail as you can. Our Credit Guide (360 MMS) and 360 Asset Finance Credit Guide explain the full process.

We'll try to resolve it straight away. If we can't, we'll acknowledge it within 1 business day, or as soon as practicable, investigate it fairly and keep you informed. You'll get our final response in writing within 30 calendar days, or 21 calendar days if it's about financial hardship or a request to postpone enforcement action.

You can take your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent service: www.afca.org.au, 1800 931 678 (free call), GPO Box 3, Melbourne VIC 3001. Time limits may apply, so act promptly.

Yes. Tell us if you need an interpreter or the National Relay Service and we'll arrange it. You can also ask someone you trust, such as a family member, financial counsellor or lawyer, to contact us for you.

See Accreditation. One accreditation covers our residential and commercial lending. Asset finance and software finance are referred, with no accreditation needed.

Use Portal Login under Broker Hub in the menu. If you can't sign in, call our partner line on +61 3 7003 8919, or talk to your BDM.

Yes. Refer car, equipment and business finance to 360 Asset Finance under a referral agreement. Read our guide for mortgage brokers adding asset finance.

Yes. Talk to your BDM, or call our partner line on +61 3 7003 8919, before you lodge.