Active Digital Banking users will receive access to the new Online and Mobile Banking starting February 19, 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.
We've improved our current features, as well as added new ones to bring you an enhanced experience.
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.
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.
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 (email@example.com) is not blocked from your email account.
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.
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.
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.
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.
Unfortunately sub users will not transfer automatically. The Primary Account Holder will need to register sub users and add business role permissions for them.
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.