What is HawaiiUSA Masterpass?

HawaiiUSA Masterpass is a digital wallet that simplifies the checkout process across your purchase online, in-app, and in-store with one secure account. No long checkout forms, forgotten passwords, or fumbling for a wallet. Just create your account and load your debit card to get started.

How do I use HawaiiUSA Masterpass to buy something online or in an app?

Once you are ready to check out, click or tap the Masterpass button. If you already have an account, then simply sign in and choose the payment card and shipping address you wish to use. All of those details will be used to make a secure purchase, and you are done.

How do I use a Masterpass Android™ app to buy something at a store location?

To make in-store payments, you’ll need an Android™ phone running Kit Kat (4.4) or higher with support for NFC (Near Field Communication) and HCE (Host Card Emulation).

Once you have a Masterpass app, there are 2 ways to Tap & Pay in-store:

From the app:

 

  • Launch the app and choose the card you would like to use

  • Touch the “Tap & pay” button at the bottom of the screen

  • Enter your 4 digit PIN

  • Hold your phone just above the terminal and wait to see the √ on your screen

From the lock screen:

  • Without opening the app, place your phone just above the terminal at checkout

  • Enter your 4 digit PIN

  • Place your phone over the terminal once again until you see the √

Note: Go to your device settings to make Masterpass your default Tap & Pay service

 

Why do I have to receive a code when I already have an account?

If this is your first time checking out with your wallet on this browser, you may need to simply have to sign in and authenticate via a onetime code that will be sent to your phone or email. Then choose your card and shipping address to continue with your purchase.

Is HawaiiUSA Masterpass safe to use?

Your HawaiiUSA Masterpass account comes with multi-tiered security to help keep your information private. Plus, when you check out in stores using the Android™ app, a unique number is shared with the merchant instead of your actual card details, which means your information is protected. Masterpass is the only digital wallet from MasterCard, so you can shop with confidence.

Are there any additional fees when using the Masterpass service?

There are no additional fees or charges to use Masterpass. If you receive notifications about your account by text message, you may incur standard messaging fees from your mobile phone carrier.

How do I update my name, email, shipping address, mobile number, and/or password ?

First sign in to your account and then click ‘Edit Wallet Information.’ When you have completed making your changes select ‘Continue.’

What does the ‘Remember Me On This Device’ checkbox do?

The Remember Me On This Devicecheckbox allows you to sign into your Masterpass account faster. This option allows your Masterpass profile to be recognized whenever you click theMasterpass button or sign in to manage your Masterpass account, creating a quicker checkout experience. Your user name will be pre-populated and you will be able to bypass the onetime code authentication. You can stop being remembered at any time by clearing cookies within your browser's options menu. If you would like to change your wallet or sign in credentials, you can select Change your wallet in the footer and either change your sign in information or select a new wallet.

I forgot which email address is associated with my account, what do I do?

Your Masterpass wallet has that information and you can access it from your computer or mobile device. Sign in to your Masterpass account using the mobile phone number you entered when you created the account and you will be brought to your Wallet account screen that shows the e-mail address associated with your account listed in theWallet Information section.

I forgot which mobile number is associated with my account, what do I do?

Your Masterpass has that information and you can access it from your computer or mobile device. Sign in to your Masterpass account using the email address you entered when you created the account and you will be brought to your Wallet account screen that shows the mobile number associated with your account listed in the Wallet Informationsection.

What should I do if I no longer have access to the email address or phone number associated with my Masterpass account?

If you still have access to either your mobile phone number or your email address, you can sign in to your account using that information. It's also easy to update the personal information associated with your Masterpass account. First sign in to your account and select ‘Edit Wallet Information’ and make the necessary edits to your wallet. When you are finished making edits click ‘Continue’. If you no longer have access to either your email or mobile phone number, please contact Masterpass Support by dialing toll-free at 1-888-327-2943 or direct dial at 1-636-722-6270 for assistance.

Why did I receive an email saying there was a change to my account?

We want to ensure the security of your Masterpass, so we send a confirmation email whenever a change is made to your account. If you did not make any changes, please contact Masterpass Support by dialing toll-free at 1-888-327-2943 or direct dial at 1-636-722-6270 for assistance.

How do I delete my Masterpass account?

You can delete your account at any time by logging on from your computer. First, you'll need to sign into your Masterpass account using either your mobile number or email. Once you're signed in, click Edit next to Wallet Information. Under Wallet Information select the Delete Wallet link at the bottom left side of the page. You will receive a pop up asking you to confirm that you wanted your wallet deleted. Once hitting Yes, Delete It your account will be deleted.

I forgot my password, what do I do?

Simply go to the Masterpass homepage to sign in, select the Forgot your Password link, and follow the on-screen instructions.

I need to update my password, what do I do?

First sign in to your account and then click Edit next to Wallet Information. From there, enter your old and new Password to change your information. When you’re finished be sure to select Continue.

What should I do if my mobile device is lost or stolen?

Your card information is still secure with Masterpass, and is not stored on your device. For extra security in case your wallet password is the same as other unsecured passwords on your mobile device, you should change your password. If not, you can change your password on the Masterpass site by signing in to your Masterpass account. Once you’re signed in, click Edit next to Wallet Information. From there, enter your old and new Password to change your information. When you’re finished be sure to select Continue Manage Cards

How do I add a new payment card? Simply sign in to your Masterpass account and click on Add Card.

Enter your card details and be sure to save.

How do I update my card or card billing details?

Simply sign in to your Masterpass account to edit your card information, wallet information, or shipping addresses. You cannot edit your billing address and will have to re-add your card with the updated billing address if that has changed.

How do I remove a card?

Simply sign in to your account, select the card you want to remove, and select Delete.

How do I change my preferred payment card?

To change your preferred payment card, just sign in to your Masterpass account and click on the checkmark symbol next to the card you want to make your preferred payment card.

Why am I being prompted for additional security information when adding or editing card?

When you add a new card or edit an existing card, you may be prompted for an online security measure, put in place by the financial institution that issued your card. By entering your additional security information, you confirm that you are the authorized cardholder and your card can then be added securely. This measure helps to reduce the risk of card fraud on your account. For more information on Mastercard SecureCode, please visit the following site.

How do I add a new shipping address?

You can add a new shipping address as soon as you sign in by clicking on Add Address in the Shipping Addresses section. Once you're there enter in your new address and be sure to save once you’re done.

How do I update a shipping address?

Simply sign in to your Masterpass account, then expand the Shipping Address section and select Edit next to the address you want to change, update the information and click Save to finish

How do I remove a shipping address?

Simply sign in to your Masterpass account and expand theShipping Address section, then clickDelete next to the address you would like to delete.

How do I change my preferred shipping address?

Simply sign in to your Masterpass account and and click on the checkmark symbol next to the shipping address that you want to make your preferred shipping address.

Can I enter a PO Box address as a shipping or billing address?

Yes, you can store a P.O. Box in your Masterpass as a shipping or billing address. However, since some merchants can't ship to P.O. Boxes, it's best to check their policy before choosing to ship to a P.O. Box. If you wish to store a P.O. Box as a billing address but receive an error message, please contact the bank or financial institution that issued your card to see if the issue is with your billing address.

My card was declined by the merchant, what should I do?

First, you should check that you have the correct and up-to-date card information stored in your wallet. Sign in to your Masterpass account, then select View all underneath Payment Methods. If the information is incorrect, click the Edit icon next to the card that was declined, and re-enter your card information. If the card information is correct, it's best to call the bank or financial institution that issued the card to see why it was declined. There is usually a customer service number for the issuing bank right on the back of your card.

What if the merchant doesn’t accept the card I want to use to checkout?

Although we allow you to save all major cards in your wallet, some merchants may not accept all cards. If a card is not accepted, you will not be able to choose this card at checkout, and the card icon will be disabled. Retailers that offer Masterpass as a checkout option will always accept Mastercard.

Why can’t I ship to the address I want to?

Every merchant is unique, and each one has its own policy when it comes to shipping. If a merchant cannot ship to one of your saved addresses, the icon containing the address will be disabled. Please select an alternate shipping address, if possible. If not, please contact the retailer directly for further assistance.

During checkout, I’ve selected the “Masterpass” checkout button on the Merchant’s site, but now I’ve reached a new page. How do I sign in to my wallet?

After clicking or tapping the Masterpass checkout button, you will be directed to enter your password to sign in. If you have not selected “Remember Me On This Device” previously or have not checked out on that browser before, you will have to enter your email or phone number to complete the sign in.

For future checkouts (if you have cookies enabled in your browser), select the Remember Me checkbox and you will only need to enter your password to complete your purchase.

How do I sign up for Masterpass during checkout if I don’t have one already?

Click or tap the Masterpass button on the Masterpass checkout site. Enter your email address or phone number and select Sign Up, when available. You will be prompted to enter your card details and profile information to create your new Masterpass wallet and complete your purchase. You can continue to use your Masterpass to make purchases wherever you see the Masterpass button during checkout.

What should I do if I believe fraudulent purchases were made on my card account?

If you believe a fraudulent purchase has been made with your Masterpass account, you should immediately contact the financial institution that issued the card you used and report your concerns. Usually, there is a customer service number for your financial institution on the back of each card. If the card in question is a Mastercard card, you can always contact the Mastercard Assistance Center at 1-(800)-MC-ASSIST.

I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What do I do?

Cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries. If you receive a suspicious email, please forward the email to StopIt@mastercard.com for investigation.