We’ve collected some of our most frequently asked customer service and technical questions to help you resolve potential problems as quickly as possible.

 

Q1. My account is locked. How can I reset my password?

A1. Please click “Forgot Password?”, which will then prompt you to a password reset screen.

 

 

Q2. How do I reset “Security Questions and Answers” for my account?

A2. Please click “Forgot Password?”, which will then prompt you to reset your password. Once completed, you will be given the option to update/reset your “Security Questions and Password.”

 

Q3. The login box doesn’t accept my account number or credit card number. How can I login to Online Banking?

A3. Online Banking requires a User ID and Password, which are created by the user at time of enrollment.

 

 

 

Q4. I am having a difficult time making a transfer to another account. What am I doing wrong?

A4. When entering Share ID information on the Transfer screen, you only need to enter the numerical portion of your Share ID; please do not include the “S” or “L” associated with your account.

 

 

Q5. Why might I not be able to toggle between another account, which I’m a joint account holder ?

A5. The account in question may be inaccessible if any warning code has been assessed to the account and of the account is not enrolled in Online Banking.

 

Q6. My bill payment says “check.”  Why does it not say ACH?

A6. There are two possible reasons for this:

  1. Payments are going to an individual account, which will result in a paper check being produced
  2. Payee information (i.e. account number, address., etc.) is incorrect and cannot be validated

 

Q7. I am unable to successfully use Directed ACH.

A7. HawaiiUSA has set Eligibility Criteria in order for this serve to be made available for our members. If the member does not meet the full extent of criteria, they will be ineligible an unable to access Directed ACH capabilities.

 

Q8. How long does it take to post the credit in my account that was scheduled from another financial institution?

A8. It takes three business days to post to member’s account.

 

Q9. I was prompted with an error message stating, “Last name did not match." What should I type in?

A9. The Last Name that you provide must match with what HawaiiUSA has On File. This issue is common with Trust Account and Business Account users.

 

Q10. I am not able to use Mobile Deposit.

A10. HawaiiUSA has set Eligibility Criteria in order for this serve to be made available for our members. If the member does not meet the full extent of criteria, they will be ineligible an unable to access Mobile Deposit.