Frequently Asked Questions

The CreditUp by 5Star credit builder is a savings and credit-building program. This credit builder combines a secured customer installment loan and savings account, which builds both credit history and a savings account. Save money every month in your CreditUp account while at the same time building a solid credit history. CreditUp is not a conventional cash loan program where you borrow the funds upfront. With a credit-building account, you make fixed monthly payments into a savings loan account in your name and then get access to the full loan amount at the end of the loan term. Making monthly on-time payments is the key to building your credit. Once your CreditUp application is approved, 5Star Bank will create two separate accounts in your name: a loan account and a savings account. In order to finalize your CreditUp account, you will need to sign your savings account contracts via E-sign AND you will need to sign loan account contracts that will be delivered via email.

Prosign Epic River customer service can only help with questions regarding receipt and completion of loan documents. You must contact CreditUp Customer Service at (888) 811-0031 for all other inquires.

Yes, CreditUp by 5Sar is available in all U.S. states and territories.

5Star Bank is a full-service community bank based in Colorado and member FDIC.

Yes, CreditUp by 5Star offers SCRA. Please call Customer Service for more information.

You will need a valid email address, phone number, and existing bank account (if you choose to make your monthly payment with a direct debit via ACH from your bank account).

To apply, you must be:

• A permanent U.S. resident or U.S. citizen with a physical address in the U.S.
• At least 18 years of age or older and have a valid Social Security Number.

Accepted Forms of ID:

• State Issued Driver’s License.
• State Issued Identification Card.
• US Passport.

There is a sliding scale for loan amounts: Minimum Loan Amount $500 to Maximum Loan Amount $1200 with terms of 12 months, 18 months, or 24 months. Enter how much money you’d like to save over the term you choose, and CreditUp calculates your total loan amount and monthly payment. Funds from your loan will be placed in a savings account in your name. This savings account will be used as the collateral for your loan. Your savings account funds cannot be accessed until the total loan amount is paid in full. Once you have made all loan payments and you have paid the loan in full, you can decide to keep the funds in your savings account or request to close your savings account and have the funds sent to you.

All loans are subject to approval. 5Star Bank reserves the right to deny a loan application based on the misuse of the CreditUp loan program or other information that has been provided to 5Star Bank.

CreditUp is not a conventional cash loan program where you borrow the funds upfront. With a credit-building account, you make fixed monthly payments into a savings loan account in your name and then get access to the full loan amount at the end of the loan term. Making monthly on-time payments is the key to building your credit. Your CreditUp savings account, collateral for your loan, cannot be accessed until the total loan amount is paid in full. After all payments are complete and the loan is paid in full, you decide to keep the funds in your savings account or have the funds sent to you.

If you did not receive the verification email to your inbox, please check your spam or junk mail folder. The verification email comes from CreditUpNotifications@5star.bank. Please add CreditUpNotifications@5star.bank to your safe senders list. If you are still unable to locate the email, please consider that the email address may have been mistyped in your initial request and try that step again. Visit CreditUpBuilder.com and submit your Name and Email address again. If the email address you have entered has already been sent to CreditUp by 5Star once, then you will get an error.

In that case, please call Customer Service at (888) 811-0031 for help with your account.

After logging in to your account, enter basic personal information and bank details (if you choose to make your monthly payment with a direct debit via ACH from your bank account,) select your program details, and consent to an e-sign disclosure, the terms and conditions, and privacy policy.

No, but it is required if you want to set up automatic payments.

Yes, you may apply for one than one CreditUp by 5Star account.

A business cannot apply for a CreditUp Builder account. You can apply as an individual for a CreditUp account to save to start a business.

Here’s what you need to start your CreditUp credit builder account:

• An existing checking or savings account, if you choose to make your monthly payment with a direct debit via ACH from your bank account.
• A valid email address and phone number.

To apply, you must be:

• A permanent U.S. resident or U.S. citizen with a physical address in the U.S.
• At least 18 years of age or older and have a valid Social Security Number.

Log on to your account at 5star.CreditUpBuilder.com On the program dashboard, enter your personal and bank details, enter program terms and sign an e-sign disclosure to create your CreditUp by 5Star account.

You will need a valid state-issued Driver’s License, state issued ID, or current U.S. passport.

• To upload your identification document, simply drag and drop the file direct from your computer to the spot marked “Drop file here” or click on the “Upload” button and select a file from your computer.
• Acceptable identification document file types are: .jpg/jpeg, .pdf, .png files.

Tips for taking photos of your documents:

• Take the photo straight on, instead of at an angle.
• Match the orientation to the document. For example, use a landscape orientation for wide documents.
• Your document should fill as much of the frame as possible, without cutting off the document. All four corners of the document should be visible.
• Turn off the flash on your camera to reduce glare.
• Place your document on a dark table or surface.
• Make sure there are no other objects in the photo.

If you have problems uploading the identification document, please contact CreditUp Customer Service at 1 (888) 811-0031.

• Review and Sign your Savings Account contracts via e-sign.
• Review and Sign your Loan Account Contracts which are sent to the CreditUp account email address.

The Loan Account Contracts will be sent with the subject line of “Documents available from 5Star Bank” and sent from the following email address: noreply@prosignonline.com. If you did not receive the loan contracts email to your inbox, please check your spam or junk mail folder.

If you are still unable to locate the Prosign Online Loan contracts email, please call CreditUp Customer Service at (888) 811-0031 for help locating your documents.

Your account will be cancelled.

The loan start date is the date that Experian authenticates your account. The first payment will be on the same date of the next month. Ex: If you sign up January 14th, then your first payment will be due February 14th.

After completing the 3 steps of the CreditUp by 5Star application process, the system will route you to an Experian identification screen where you will answer five Knowledge Based Authorization questions (KBA’s). You have 10 days to complete the Experian authorization. If you have problems completing the Experian identification check, please contact CreditUp Customer Service at 1 (888) 811-0031.

Once your CreditUp credit builder account setup is complete, here is what to expect and take note of:

• Your first payment and monthly thereafter will be due 30 days past the day your CreditUp account was created. If you have opted to make your monthly payment with a direct debit via ACH from your checking or savings account, be sure the funds are available on the due date for your payments. If you have mailed a personal check, please make sure there are enough funds in your account for the check to clear. Returned or late payments can negatively affect your credit score.
• Your Experian credit reporting will appear about 30-60 days after your first payment. The account will show as “5Star Bank” for a secured installment loan.

Access the CreditUp dashboard and click “Cancel Program” button, then follow the prompts.

Yes, you can opt out early and pay off loan balance. There is no prepayment or penalty fee for paying off the CreditUp account early.

You will receive account statements quarterly via mail.

To validate and for security purposes in confirming your identity, CreditUp will send a verification code to either your cell phone or email address provided on your account. The validation information comes from Prosign Epic River before you sign your loan documents.

You can contact Customer Service by calling: (888) 811-0031 toll free. Customer Service is available: 8a to 5p Mountain Time Monday-Friday.

You can also contact us by email at CreditUp@5star.bank

Prosign Epic River customer service can only help with questions regarding receipt and completion of loan documents.

There is a sliding scale for loan amounts: Minimum Loan Amount $500 to Maximum Loan Amount $1200 with terms of 12 months, 18 months, or 24 months. Enter how much money you’d like to save over the term you choose, and CreditUp calculates your total loan amount and monthly payment. Funds from your loan will be placed in a savings account in your name. This savings account will be used as the collateral for your loan. Your savings account funds cannot be accessed until the total loan amount is paid in full. Once you have made all loan payments and you have paid the loan in full, you can decide to keep the funds in your savings account or request to close your savings account and have the funds sent to you.

• Automatic Payment from an existing checking or savings account.*
• Payments by check, cashier’s check, or money order can also be made be mailed to:
  CREDITUP BY 5STAR BANK
  P.O. BOX 14108
  COLORADO SPRINGS, CO 80914

*Automatic payments help to ensure your payment is made on time. Payments received after the due date can negatively affect your credit score. It is recommended when mailing your payment, it is mail 10 days before your loan due date.

No, you may only set up one automatic payment account to make payments to your CreditUp account.

Payments will process in one business day.

Please contact Customer Service if you cannot make your payment.

Yes, you can change your method of payment or your account information by logging into your CreditUp account.

As stated on CreditUp website (creditupbuilder.com), you can choose to keep your funds within a 5Star Bank Basic Savings Account, or you can close your CreditUp savings account and have the funds sent to you. To convert your CreditUp savings account to a 5Star Basic Savings Account, please log into your CreditUp dashboard and select the “Convert to a 5Star Basic Savings Account” option. You will then review and sign your 5Star Basic Savings Account contracts via e-sign. There are no upfront fees on the 5Star Basic Savings account. Please visit 5Star Bank Basic Savings Account for Basic Savings Terms & Conditions and current interest rates. If you choose to close your account, make sure your ACH account information and address are correct within the CreditUp dashboard. ACH payment will take approximately 3 to 5 business days to receive funds. Cashier checks will take approximately up to 10 business days to receive funds by USPS mail.

If you choose to close your account early, select “Cancel Program” & your CreditUp loan account will be paid off with funds from your savings account, and any remaining balance in your savings account will be returned to you. If you choose to close your account, make sure your ACH account information and address are correct within the CreditUp dashboard. ACH payment will take approximately 3 to 5 business days to receive funds Cashier checks will take approximately up to 10 business days to receive funds by USPS mail

CreditUp is not a conventional cash loan program where you borrow the funds upfront. With a credit-building account, you make fixed monthly payments into a savings loan account in your name and then get access to the full loan amount at the end of the loan term. Making monthly on-time payments is the key to building your credit. Your CreditUp savings account, collateral for your loan, cannot be accessed until the total loan amount is paid in full. After all payments are complete and the loan is paid in full, you decide to keep the funds in your savings account or have the funds sent to you.

You will receive your payout funds by ACH return or check by mail. ACH payout will take approximately 3 to 5 business days. You will receive your check by mail in approximately 10 to 15 business days.

Please call CreditUp Customer Service at (888) 811-0031 if you see any suspicious or fraudulent activity on your credit report.

Please call CreditUp Customer Service at (888) 811-0031 if you have not received your CreditUp payout.

Yes, you may choose to keep your funds in a 5Star Bank Basic Savings Account and have full access to the funds after the loan term ends. Please visit 5Star Bank Basic Savings Account for Basic Savings Terms & Conditions and current interest rates.

Interest rates are subject to change. Please visit 5Star Bank Basic Savings Account for Basic Savings Terms & Conditions and current interest rates. For more information, please contact Customer Service by calling: (888) 811-0031 toll free. Customer Service is available: 8a to 5p Mountain Time Monday-Friday. You can also contact us by email at CreditUp@5star.bank.

If you do not respond within 20 calendar days of your loan being paid-off, 5Star Bank will convert your CreditUp savings account to a 5Star Bank basic savings account. Please log into your CreditUp dashboard to select your preferred option.

No. CreditUp by 5Star Bank will not perform a hard inquiry on your credit report. A soft credit inquiry is performed to verify your identity and ensure correct credit reporting. The soft inquiry will not affect your credit score.

In general, you should allow 30 to 60 days for CreditUp by 5Star to appear on your credit report.

Your CreditUp account will appear on your credit report as 5Star Bank.

The CreditUp program reports to Experian credit bureau.

The CreditUp program reports to Experian credit bureau once a month.

You can view your credit score in the CreditUp dashboard.

In general, you should allow 30 to 60 days for the change to be reflected on your report.