What can I do to prepare for the conversion?

Active Digital Banking users will receive access to the new Online and Mobile Banking starting February 19, 2020.

You're considered an active user if:

  • You've logged into Online Banking or HawaiiUSA's Mobile App on or after January 1, 2019
  • OR made an outgoing online Bill Payment or online Directed ACH (external transfer) on or after January 1, 2019

For member security, inactive Online and Mobile Banking credentials will not be converted to New Digital Banking. If your credentials are inactive, you may register as a New User beginning in early March.

February 11-18:  HawaiiUSA Bill Pay and Directed ACH in Online Banking will be unavailable

Recurring and one-time payments scheduled in HawaiiUSA's Online Banking during February 11-18 will be delayed and processed on February 19. During this service outage, you will not be able to view, add, modify, or cancel a scheduled or recurring payment or payee.

 

How do I know if this affects me?

HawaiiUSA Online Bill Pay Service

This is a service in HawaiiUSA’s Online & Mobile Banking. This outage only affects members who have payments scheduled through this service from Feb 11-18, 2020. It DOES NOT affect bill payments you may have scheduled directly through your vendor.

 

Directed ACH

This is a service in HawaiiUSA’s Online Banking for members to make electronic (ACH) transfers to/from their other financial institution accounts. This outage only affects members who have Directed ACH transfers scheduled through this service from Feb 11-18, 2020. It DOES NOT affect Direct Deposit or any other electronic (ACH) transfers that were not specifically scheduled through HawaiiUSA’s Directed ACH in Online Banking.

 

Tips for making payments during the scheduled outage

  • Pay a bill from the merchant or payee’s website: If the merchant accepts online payments, you can use your HawaiiUSA account information to schedule a payment. Some sites that do not have an online payment option may accept a check payment instead.
  • Reminder: One-time and recurring payments scheduled during the blackout period will be delayed to February 19. If you made an alternate payment option, and did not cancel your originally scheduled payment before the blackout period began, you may duplicate payments.

 

What to expect from the new Online and Mobile Banking, starting February 19

 

New payment dashboard, look and feel

Bill Pay and Directed ACH (External Transfers) will look and act differently. Take some time to look around and familiarize yourself with the settings and features.

 

Re-establish your recurring payments from February 19

If you chose to delete a recurring payment that would have occurred during the blackout period, you can now reschedule it in the new system. If you chose not to make any changes to your recurring payments, they will automatically transfer over to our new system and continue on previously authorized date/frequency.

 

Feb 19: Changes to Bill Pay processing and fulfillment in NEW Digital Banking

Please note that online Bill Pay and Directed ACH (now called External Transfers) processing days will change to Monday-Friday, and cut-off time will be at 10:00 AM HST. We recommend allowing 3-5 extra business days when scheduling a payment, to ensure it is received on time. Please note that your existing payment method (electronic or mailed check) to some of your payees may have changed in the new Digital Banking system.

 

Accessing Bill Pay history and check images

Bill Pay cleared check images will no longer be available to view in Online Banking. You can still view Bill Pay transactions within your online account transaction history.

Starting February 19, 2020

Active Digital Banking users will be able to log in to the new Online and Mobile Banking starting February 19, 202

You're considered an active user if:

  • You've logged into HawaiiUSA's Online Banking or Mobile App on or after January 1, 2019
  • OR you’ve made an outgoing online Bill Payment or online Directed ACH (external transfer) on or after January 1, 2019

New User Blackout: February 19, 2020 – early March 2020

For member security, inactive Online and Mobile Banking credentials will not be converted to New Digital Banking. If your credentials are inactive, you may register as a New User beginning in early March

During the Blackout period, please call us at (808) 534.4300 or visit your favorite branch to access your account information

Not sure if your credentials are active?

After February 19, check to see if you've been converted by clicking on “Forgot Username” and following the prompts

  • If your Username is found, you have login access
  • If your Username cannot be found, first check to be sure you've entered correct info to retrieve your Username. If it still cannot be found, you will need to register as a New User beginning in early March

Review your Primary and Joint accounts

Our new digital banking will make it even easier to see all your accounts. Not sure what accounts you have? Review Primary and Joint Accounts in your current Online Banking:

  1. Select an Account to view from the dropdown menu, next to the Account Owner’s name, at the top of the page
  2. Under “Balances” section, click the red gear icon next to the “Account ID”
  3. Select “Account Details” from the dialog box
  4. You will see the name of the Account Owner, as well as any Joint Owners who may also access this account in Online Banking

 

Joint Owner information cannot be updated in Online Banking. To make changes, visit a branch.

As we say "goodbye" to the old and "hello" to the new Online and Mobile Banking experience, note that information in these features will not carry over to the new platform on February 19:

  • eAlerts, linked external accounts, goals and budgets

 

Starting February 19, login to set up new options: 

 

If you were using this: Starting February 19, we suggest this:
eAlerts to receive email notifications for savings and checking account activity Set up new Notifications. Push and text now available! 

My-Fi

  • Link external accounts
  • Set goals
  • Create budgets
  • Set up new linked external accounts
  • Set up new savings goals
  • Create budgets - Coming soon! 

Intuit or other third-party software/apps

Integrating with your HawaiiUSA accounts via other software or apps (Intuit, Mint, etc.)

Contact your third-party software or app provider if you experience an interruption with their software or app after 2/19. Intuit users, click here for more information. 

 

 

Explore the future of HawaiiUSA Digital Banking

Get a pulse on your money: know where it goes

Keep connected to your finances everywhere you go with customizable Notifications, as well as creating unique Savings Goals to help you get what you need.

Learn more

Breathe easy with a simplified experience

Your Digital Banking is now as unique as you. Tailor the look and feel of your Digital Banking experience by changing themes, widgets, and the types of accounts that show on your dashboard.

Learn more

Access what you need, when you want

Time is valuable. Free up more with Snapshot and quickly see your account balances at a glance with the added convenience of bypassing the traditional login process.

Learn more

Life uninterrupted: because your finances should help you live life, not slow it down

Life is full of moments that matter. Spend less time finding a place to deposit a check, make a bill payment, or pull cash. With Mobile Deposit and Bill Pay, you can keep living your best life.

Learn more

Peace of mind: sleep tight with 24/7 security

Stay in the know and in control. Notifications alert you to suspicious activity, while enhanced verification such as Biometric Security and Two-Factor Authentication can help fight off identity theft.

Learn more

 

Videos

Coming Soon - New Online and Mobile Banking
View Video: Coming Soon - New Online and Mobile Banking
Converted Users - Logging in
View Video: Converted Users - Logging in
Online Bill Pay
View Video: Online Bill Pay
Transfer between your HawaiiUSA accounts
View Video: Transfer between your HawaiiUSA accounts

Step by Step Instructions

Your new digital banking experience - simplified. 

We've improved our current features, as well as added new ones to bring you an enhanced experience. 

Payment & Transfers
Transfer between your accounts
Get Instructions
Payment & Transfers
Transfer to another HawaiiUSA Member
Get Instructions
Payment & Transfers
Transfer to and from an external account
Get Instructions
Business
Add a role
Get Instructions
Business
Add a sub user
Get Instructions
Settings
Notifications
Get Instructions
Settings
Contact Information
Get Instructions
Settings
Security
Get Instructions
Accounts
Hide Accounts
Get Instructions
Accounts
Tax Information
Get Instructions
Accounts
Transactions and Categories
Get Instructions

FAQs

 

 

Browser & Mobile Support

New User Registration

Logging in

Temporary Password

Notification Alerts

Directed ACH

Saving Transfer Limits

Bill Pay

Business Users

Business Sub Users

 

Browser and Mobile Device Support

Which Internet Browsers are supported by the new platform?

All browsers except Internet Explorer (the latest 2 versions)

Why is Internet Explorer (IE) not supported by the new platform?

IE will reach its end of support on January 30, 2020, thus not allowing the new platform to provide our members wit the best experience.

Which mobile devices are supported by the new mobile app?

Android v5.0 and above, and the last two major versions of iOS. 

 

New User Registration

How do I register for Digital Banking? 

Click the “New User” link to enroll in Online Banking or “Sign up now” in the mobile app. You’ll need to verify your identity by entering your primary account number, SSN/TIN/EIN?, and either date of birth, email, or ZIP code.

How soon can I enroll in the new Digital Banking experience?

We will be unable to register new users for a two-week period after launching the new digital banking system. This includes new account sub users, new linked users, and anyone who was inactive in Online or Mobile Banking before the conversion. Please check back at a later time to register. We apologize for the inconvenience.

 

Logging in

Will my current login credentials work?

Your previous Username will remain the same. Your password will work, as long as it meets our security requirements. You will need to verify your identity with your security questions.

Why doesn’t my password work?

If your previous password did not meet security requirements, the new system will not accept it and you will need to create a new password by clicking the “Forgot Password.”

When I try to log in to my account, it says that it does not exist?

Users who have not accessed their account within the 12 months before conversion have been deactivated and will need to register as a new user.

What if I don’t remember what my username is?

Click on “Forgot Username” to retrieve or update your username.

What if I don’t remember what my password is?

Click on “Forgot Password” to reset your password.

What if I don’t remember my account/member number?

Your HawaiiUSA 4-6-digit member number can be found on the bottom of your check.

If you cannot locate a check, please visit a branch or contact our call center. 

 

Temporary Password

Why doesn’t my temporary password work?

It could be one of the following issues:

  • Expired password (temporary passwords expire after two hours)
  • Blocked after three incorrect attempts

Why didn’t I receive my temporary password?

Confirm that we have your current email address and phone numbers. Be sure to check your spam/junk folder and that our email address (alerts@hawaiiusafcu.com) is not blocked from your email account.

 

Notification Alerts

Will my current Online Banking e-Alerts transfer over?

No, unfortunately this feature will need to be set up again on the new Online Banking under Notifications. You will be able to select the following delivery methods to send notifications: text message, push notification through our new mobile app, and email.

Where are Notifications?

Notifications is located within the Settings widget.

 

Sub Users

Will sub users be transferred over with the new conversion?

Unfortunately sub users will not transfer and they will need to be registered or added to get business role permissions

How are additional users provided access?

To maintain the safety and security of our member’s business account, every user should have their own unique login credentials

If a business owner would like to grant access to their account, they can create sub users. As an admin user, they will have the option to customize what information & transactions the sub user can have.

 

Directed ACH (now External ACH Transfer)

I can't find Directed ACH. Where is it now?

Directed ACH is now named External ACH and is built into the Transfers widget. The verification of a new payee process still takes 2-3 business days, however you must now verify 2 micro-deposits in the other account in order to complete the verification process.

 

Savings Transfer Limits

How will I know my remaining Reg D transactions?

Regulation D is a Federal regulation that limits transfers, payment transactions, pre-authorized withdrawals, and unsigned withdrawals from Savings and Money Market accounts to six per calendar month. Your remaining number of Regulation D transactions allowed for the month will appear when you transfer from Savings to Checking. It will display in the area to submit your transfer.

 

Bill Pay

Will my history be transferred over?

Bill Pay history will not be transferring over. However, transaction history will be available where you can view previous Bill Pay transaction history.

If your Online or Mobile Banking account was not accessed 12 months prior to the conversion, all Bill Pay history will be removed and unfortunately cannot be restored.

How come my Bill Pay Payees were not moved over during the transition?

If you have not used our Bill Pay service since January 1, 2018, any Bill Pay information were not carried over. You will have to enroll and set up your payees again.

What is Pay a Business?

Pay a Business allows you the ability to conveniently pay any business as a one-time or reoccurring payment.

What is Pay a Person?

Pay a Person is a new functionality being added through the Bill Pay widget. It allows you to conveniently send money to anyone through various methods such as check, SMS, or email.

Is Pay a Person like Venmo or Paypal?

Pay a Person is like Venmo or Paypal in terms of sending money instantaneously for convenience, however, the process itself is different. When sending money to someone as an SMS method you will be prompted to enter a ‘Secret Code.’ The recipient MUST enter in the same secret code in order to verify themselves as well as receive the money. They then will have to enter in their account information to have the funds transferred successfully to their financial institution.

 

 

Business Users

Will my business information and transaction history be transferred over?

Yes, your information and transaction history will appear in new Digital Banking if your Online or Mobile Banking account has been accessed within the 12 months before launch.

 

Business Sub Users

Will business sub users be transferred over with the system conversion?

Unfortunately sub users will not transfer automatically. The Primary Account Holder will need to register sub users and add business role permissions for them.

How are additional users provided access?

To maintain the safety and security of our member’s business account, every user must have their own unique login credentials. If a business owner would like to grant access to their account, they can create sub users. As an Admin User, the business owner will have the option to customize which information and transactions the sub user can view.