Frequently Asked Questions

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How can I see my Account online?

Go to the Client Service section and under the tab "Access my Account" you will find the information to Log in to your account. If you have been blocked from the system or need a new ID and/or Password, please contact us. You can do so, by sending us an email to or by calling at the numbers listed below depending on your location.

I don’t want to receive my mail. Can I get my correspondence by email?

Yes, you can follow the instructions on line or fill out a form and turn it in to our Internet Access Department.  Both form and instructions can be found  in our site in the Client Service section – Access my Account.  This will prevent you from receiving all correspondence and route it electronically.

I moved and have a new address & phone number. How can I update my information?

In our website under Client Service – Change of Personal Information, you will find the form that needs to be filled out and signed by all account holders in order to update your personal information.  Please remember that if you are updating your address you need each of the account holders to update  W8 form if you are a client that resides outside of the US and a W9 form if you reside inside the US.

When do you require a new W9 Form or W8 Form?

The W9 Form is required when you open your account or when you change your address.  This form is for clients that reside in the US.  One form is required for each account holder.  The W8 form is required when you open your account and is valid for 3 years and expires on December 31st.  This form is required for the clients that reside outside of the US.  It is also required when you change your address.  One form is required for each account holder.  

Why am I asked so many questions when I call or request a wire transfer?

When we establish contact with you or you contact us we will ask you at least 3 of these questions to make sure that we are speaking to you. This security method will make sure that no one calls and requests information from your account unless it is you. When you are debiting your account by wire or check or transferring monies, we will initiate a Security Call which will use the phone security portico to identify you. This has proven to be a secure way to identify our clients, prevent fraud and give the great service you deserve.

At StateTrust we have established a secure way to ensure we are speaking to you when we call or you call us by establishing a phone security protocol.  We want to make sure not to give anyone that calls information that does not belong to them. Each account holder receives a security call after opening their account in order to review the information provided and ensure its accuracy.  We also take the time to ask you some personal questions, we then keep the answers you have provided under strict confidentiality. These answers provide us with information that usually only you know about yourself.

I need to send a check to pay a vendor, but do not have a checks in my account. Can StateTrust send a check for me?

You can request an Executive Check from your StateTrust Account by sending a letter of authorization with all of the required information.  You can find the guide to do this in our site in the Client Service Section – In the Wire-Out | Executive Checks section.  

How do I request checks for my account? How can I re-order checks for my account?

You can request checks by applying to the Cash Plus status in your transactional account.  The form can be found in the Client Service Section of our site – Cash Plus – Debit Card / Check book.  In order to re-order check you can call our service center and request them to be sent to your address of record or send an email to

How do I request a debit card? What do I do when my debit card expires?

You can request a debit card by applying to the Cash Plus status in your transactional account.  The form can be found in the Client Service Section of our site – Cash Plus – Debit Card / Check book.  You should automatically receive your new debit card a month before it expires if not you should call our service center and request it to be sent to your address of record or send an email to

What do I do if I need to send a wire transfer?

In order to send a wire transfer you need to send us  a letter of authorization with the required information.  In order to assist you with this we have put the guide in our website in the Client Service Section – Wire-Out | Executive Checks.

If I need to pay a vendor in another currency. Can I do this from my account?

Yes, you can request a wire transfer in another currency by following the guide in our website – Client Service Section - Wire-Out | Executive Checks.  You will be able to put instructions with the SWIFT, international instructions.

If I lose or cannot find my debit card what do I do?

If you lose or cannot find your debitcard or checkbook, you should immediately contact our service department.  We will deactivate your card and outstanding checks, we will review your last activity to assure there has not been any fraudulent activity.  We will coordinate getting a new card or checkbook to you.

If I need money from my IRA (retirement) account, how can I do this?

In order to get Money from your IRA (retirement) account you need to fill out the form found in the US Retirement Account Section.  Follow the instructions.

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Help Stay Safe Online

We do our best to ensure the security of your information while you are at our website, there are a number of things you can do to add to your level of protection:

  • Keep your debit cards and Passwords/PINs (Personal Identification Numbers) safe; do not divulge them to anyone.
  • Change your Passwords regularly. Always log-off when you are done, and never leave your Online session “unattended”.
  • Use anti-virus, anti-spyware, and personal firewall software, and update it regularly (most new software will update automatically). Routinely update your operating software and other programs to get the latest security fixes.
  • Review a website's privacy policy. Information regarding maintaining access, security, and control of personal information is available there.

In addition to the safeguards listed above, remember to:

  • Never send any information online unless you are certain that you know the requestor.
  • Never accept files or attachments when accessing websites, newsgroups or chat rooms, unless you are very sure of their authenticity.
  • Don’t use “Remember Me” functions (which automatically input your User ID and Password) when you visit a website. If you do, your computer will input this information even if someone else is using your computer.
Anti-Fraud Tips

You may have experienced or read about incidents of unsolicited email or SMS text messages masquerading as legitimate companies that trick recipients into divulging personal and financial information. These fraudulent “phishing” and “SMShing” messages prompt to you to visit website or call phone numbers pretending to be legitimate companies or government agencies that ask for your personal and financial information.

(At no time will members of StateTrust staff request personal or financial information by sending out unsolicited emails, text messages or via the phone).

How The Scams Work

Common email scams use unsolicited emails and text messages (usually marked URGENT!) to deceive consumers into disclosing confidential personal information. The deceptive texts and emails tell you to call a phone number or click a link or attachment for any one of the following reasons:

  • Ensure continued account access
  • Change / update personal information
  • Contests
  • Possible suspension of client cards or accounts
  • Application for products

After calling a non-StateTrust phone number or clicking on an attachment or link from the unsolicited email, the user is taken to a bogus site that requests confidential personal information, which could include:

  • Account Numbers
  • Personal Identification Numbers (PINs)
  • Credit Card Numbers
  • Social Security Numbers
  • Other Personal or Private Information
  • Passwords
How to Identify the Scam?

There are some commonalities that can help you identify the scams:

  • They are designed to mimic the look and feel of a genuine site.
  • They are most commonly sent out through unsolicited emails, containing links or attachments.
  • The web address will often have the @ symbol or a numeric IP address (eg.123.456.1.2).
  • The address may also include the word, phrase or text 'statetrust' to make it appear authentic.  
How To Help Protect Yourself

It is important to understand that there are ways you can help protect yourself:

  • If you receive an email that looks like it is from a member of StateTrust that asks for personal or financial information, do not call the number in the text message nor click on any links.
  • Forward the phishing email to
  • Review your financial statements regularly for unauthorized or suspicious transactions.
  • Never send personal and/or financial information via unsecured email.
  • Do not trust email headers. They can be easily forged.
Safeguarding Your Personal Information
  • Carry only necessary identification. Do not carry your Social Security Card.
  • Shred papers with any of your personal information, especially credit card applications and financial statements.
  • Online User ID's and Password combinations are confidential and should never be shared.
  • Be suspicious of telephone, text message or email requests for personal information.
Monitoring Your Personal Information
  • Sign any debit cards and credit cards as soon as you receive them.
  • Report stolen/lost checks, debit cards, and credit cards immediately. To report lost/stolen checks for your StateTrust accounts, please click on Call Center. You can call us from wherever you are.