Starling Bank

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your Starling account can trigger push notifications. If someone has access to your phone or watches your notifications, you may want to wait until you have a safe window.

Important: If you have a joint account with Starling, the other account holder can see messages sent through in-app chat. Use your personal account to contact support, or call them directly.

What you’ll need

• Access to the Starling app on your phone
• Your Starling debit card (for some changes)
• Photo ID if you need to verify your identity
• Approximately 15-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored

Quick Contacts

What to say: You don’t have to explain your full situation. You can simply say:

“I need to make sure only I have access to my account.”

If you want to disclose more, you can say:

“I’m in a difficult situation at home and need to make sure my account is private.”

Starling has an Enhanced Customer Care Team trained to help with sensitive situations.

Check Who Has Access

Devices

Starling requires biometric authentication (fingerprint or Face ID) or a PIN every time you open the app. After about a minute of inactivity, you’ll need to authenticate again.

To check your security settings:

1. Open the Starling app
2. Tap your profile icon (top left)
3. Go to Settings
4. Review Security settings

Third-party apps (Open Banking)

Other apps may have permission to view your Starling transactions.

1. Open the Starling app
2. Tap your profile icon
3. Go to Settings
4. Look for Connected apps or Third-party access
5. Review and remove any apps you don’t recognise

Remove Unwanted Access

If you suspect someone knows your PIN

You can change your card PIN through the app:

1. Open the Starling app
2. Tap the Card tab
3. Look for PIN or Change PIN option
4. Follow the prompts to set a new PIN

Choose a PIN that isn’t easy to guess—avoid birthdays, anniversaries, or sequential numbers like 1234.

If someone has access to your phone

If someone else has had access to your phone, they may have seen your app or set up biometrics:

1. Check the fingerprints or Face ID registered on your phone (in your phone’s settings, not Starling)
2. Remove any you don’t recognise
3. Consider changing your app security settings

Reset your login details

Contact Starling on 0207 930 4450 to:

• Reset your password
• Remove access from other devices
• Change security questions
• Update your address

Lock Down Your Account

Enable biometric security

1. Open the Starling app
2. Go to Settings → Security
3. Enable fingerprint or Face ID authentication

This means even if someone has your phone, they can’t open Starling without your fingerprint or face.

Set up an app access code

In addition to biometrics, you can set a separate access code for the app:

1. Go to Settings → Security
2. Enable the app access code option
3. Choose a code only you know

Control your card

You can instantly disable specific card features:

1. Go to the Card section
2. Toggle off any features you want to disable:
   • Contactless payments
   • Online payments
   • ATM withdrawals
   • Mobile wallet

Freeze your card

If you need to stop all card transactions immediately:

1. Go to the Card section
2. Tap Freeze card

You can unfreeze it at any time.

Protect Against Abusive Messages

Hide payment references

Abusers sometimes send abusive messages through payment references. Starling can block these:

1. Contact Starling support
2. Ask them to enable the “Hide References” feature
3. This will block payment references from appearing

Opt out of Confirmation of Payee

If you’re worried someone could find out your account name when sending you money, you can opt out of Confirmation of Payee:

1. Contact Starling support
2. Ask to opt out of CoP (Confirmation of Payee)
3. This keeps your name private during transfers

If You’re Locked Out

If you can’t access your account:

Lost access to your phone

1. Download the Starling app on your new phone
2. Log in with your email address
3. You may need to verify your identity

Forgot your PIN or password

Contact Starling on 0207 930 4450 to reset your login details. You’ll need to verify your identity.

Account frozen

Contact Starling support through phone or email to resolve the issue.

Joint Account Considerations

If you have a joint account:

• Both account holders can see in-app chat messages
• Use your personal account or phone to contact support about sensitive matters
• Starling can help you close or suspend a joint account
• Consider opening a personal account in your name only

To discuss joint account options, call 0207 930 4450 or use the in-app chat from a personal account.

Starting Fresh

Sometimes it’s safer to open a new account rather than secure an old one.

Opening a new Starling account

If you already have a Starling personal account, you cannot open a second one. However, you can:

1. Close your existing account and open a new one with a different email
2. Contact Starling to discuss your options

Keeping a new account private

• Use an email address only you can access
• Starling is paperless by default—no post is sent
• Go to Settings → Statements to ensure statements are app-only
• If opening elsewhere, consider using a trusted friend’s address

Red Flags That Suggest Compromise

Watch for these warning signs:

• Transactions you don’t recognise
• Login notifications you didn’t trigger
• Someone knowing details of your spending
• Third-party apps you didn’t connect
• Payment references with messages from someone

If you notice any of these, secure your account immediately and contact Starling support.

Additional Support

Starling support

• Phone: 0207 930 4450 (24/7)
• Email: help@starlingbank.com
• In-app chat: Help section

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Surviving Economic Abuse: survivingeconomicabuse.org

Last verified: December 2025

If anything on this page is out of date, please contact us.