FAQs

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FAQs

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What is HawaiiUSA’s Mobile Banking?

HawaiiUSA's Mobile Banking allows you to access your account information and perform transactions using your mobile device.

What Mobile Banking channels are available?

Mobile banking can be accessed in three different ways:

  • Mobile App: Available for iPhone®, AndroidTM and BlackBerry® devices
  • Mobile Website: Accessible through any web browser at https://m.mobilecu.org/hawaiiusafcu
  • Text (SMS) Banking: Quickly retrieve account balance and transaction history via SMS text messaging on your mobile phone

How do I sign up for Mobile Banking?

To use Mobile Banking, you must be enrolled in Online Banking.

What is the cost for Mobile Banking?

HawaiiUSA FCU does not charge a fee for using HawaiiUSA Mobile Banking. It is free to all members enrolled in HawaiiUSA’s online banking service. You may however, incur additional charges from your cellular carrier for the use of text messaging and/or data usage charges. Please check with your cellular carrier for more information. Depending on which HawaiiUSA Mobile application you use, your carrier may charge you for SMS Text Messaging or Data Services. To access our Mobile Banking through the mobile application, you will need an internet connection either through a wireless connection or through a data plan. Please check with your wireless carrier for more information on a data plan.

What are the Operating System (OS) requirements to use Mobile App?

  • iPhone with iOS 4.3 or higher
  • Android and Blackberry do not have any OS requirements

Is Mobile Banking secure?

  • Transactions conducted on your mobile device are protected by industry-standard 128-bit SSL encryption, which prevents any to attempts to access your data. As an added security measure, we suggest you lock your phone when not in use.
  • If you use multiple mobile devices to access Mobile Banking, an email with a one-time PIN number will be sent to your email address on file which will provide you further instructions on registering your device(s). Your one-time PIN number is valid for 24 hours.

*Mobile banking is free to all HawaiiUSA Online Banking members. An internet-enabled device is required to access the HawaiiUSA Mobile Banking App and Website. You must be enrolled in HawaiiUSA Online Banking to access Mobile Banking. Enrollment in HawaiiUSA Online Banking Bill Pay is required to access any bill payment services on Mobile Banking. Standard messaging and data usage fees apply. Please contact your carrier for details. Your mobile device must be registered through the Mobile Banking Service enrollment process.

iPhone®, iPad®, iPod touch®, and iPad mini™ are registered trademarks of Apple® Inc. App StoreSM is a service mark of Apple Inc. The Trademark BlackBerry® is owned by Research In Motion Limited (RIM®) and is registered in the United States and may be pending or registered in other countries. Android is a registered trademark of Google Inc. Trademarks and Service Marks are the property of their respective owners. Trademark owners have no affiliation with HawaiiUSA FCU, its products and services nor its website.

What is Mobile Deposit1?

Mobile Deposit allows members to deposit checks remotely with HawaiiUSA Mobile Banking2 AndroidTM or Apple® apps and through Online Banking using a desktop scanner or by uploading check images. Members can deposit up to their deposit amount limit to their HawaiiUSA checking, savings, or money market account.

What are the system requirements to use Mobile Deposit?

Mobile Deposit is available on Android and Apple apps, and through HawaiiUSA Online Banking.

Mobile Banking App Devices:

  • Smartphone with Android™ 2.2 operating system or greater
  • Android™ Tablets
  • iPhone® 3GS or higher
  • iPod touch® 4S or higher
  • iPad® 3 or higher, and iPad mini™

Online Banking:

  • Internet Explorer, Firefox, and Chrome browsers are compatible with the desktop scan feature. Safari browser can upload check images only.
  • TWAIN compliant desktop scanners (optional)
  • Java plug-in (optional)

How do I access Mobile Deposit in Mobile Banking?

You must be enrolled in Online Banking and download the HawaiiUSA’s Mobile Banking Android or iOS app, available for free download at the Google Play Store or Apple app store.

Is there a fee to use Mobile Deposit?

No. HawaiiUSA does not currently assess any fees for using Mobile Deposit.

Am I eligible for Mobile Deposit?

Mobile Deposit is available to consumer, trust, and business accounts that meet the eligibility criteria defined by HawaiiUSA. An eligible Mobile Deposit account can be revoked at any time without notice.

Are there any deposit limits on dollar amounts?

Yes, there are three limits:

  • Per Deposit Limit: The maximum dollar amount permitted for a single deposit.
  • Daily Deposit Limit: The maximum dollar amount permitted for a single day.
  • Rolling 30-day Deposit Limit: The maximum dollar amount permitted for a 30-day period (based on calendar days, including weekends and holidays).

Deposit limits will be separately disclosed to you via email after you register and qualify for Mobile Deposit.

Why am I no longer eligible for this service when I was before?

Mobile Deposit eligibility is determined on a daily basis. An eligible Mobile Deposit account can be revoked at any time without notice.

What account types can I make a deposit to via Mobile Deposit?

Share, share draft, and money market accounts are qualified account types to deposit checks to via Mobile Deposit.

Can I cancel Mobile Deposit service from my account?

Yes. You can complete the Online Cancellation Services form found on our website and mail or drop-off to any HawaiiUSA branch. Please allow up to three (3) business days to process your request. After Mobile Deposit service is cancelled, the app will still display “Make a Deposit” on the menu screen, but the feature is disabled on your account.

Are my Mobile Deposit transactions secured?

Yes. Mobile Deposit transactions on the Mobile Banking app are secured using a 128-bit SSL encryption. Also Mobile Banking app will automatically log off if there is no activity after 10 minutes or when the mobile device auto locks, whichever occurs first.

Make a Deposit

How do I submit a Mobile Deposit?

  • Mobile Banking App:
  1. Log into Mobile Banking
  2. Click on “Make a Deposit”
  3. Select your deposit account and enter the deposit amount, properly endorse the back of the check
  4. Take a picture of the check front and back and click Submit
  • Online Banking:
  1. Log into Online Banking
  2. From the Services menu select Mobile Deposit
  3. Select your deposit account
  4. Follow the onscreen steps to submit your check deposits
  5. Note: Click on the Help menu or icon in the Mobile Deposit screen for more information.

Note: Click on the Help menu or icon in the Mobile Deposit screen for more information.

What is the proper way to endorse my check?

Please ensure the check is clearly endorsed as follows using blue or black ink: 1) “For HawaiiUSA Mobile Deposit only” and 2) your signature. Check deposits missing the proper endorsement requirements will be declined. You may submit your check for Mobile Deposit after properly endorsing your check.

What types of checks can I deposit using Mobile Deposit?

The following are eligible items for Mobile Deposit, all items must be payable to you only:

  • Personal, business, Federal and State checks
  • Checks drawn from a U.S. financial institution
  • Checks payable in U.S. dollars

Please refer to Mobile Deposit Disclosure and Agreement for more details of eligible and unacceptable deposits items.

What if my check is greater than the available deposit limit shown?

Mobile Deposit can be used only to deposit checks up to a combined total of your approved maximum deposit limits.

What should I do if I deposited my check to the wrong share account?

Simply transfer the funds to the correct share by transferring the amount in Mobile Banking or Online Banking once the funds become available.

Deposit Confirmation

How will I know if my check deposit was received by HawaiiUSA?

After you submit your check deposit, you will receive an on screen message that says “Check Processed and Held for Review.” You can also go to the Mobile Deposit History screen to view any pending deposits you have submitted. If the deposit is not listed, check your Account Transaction screen for the deposit transaction.

When will I know that my deposit was accepted?

If your check deposit was received on a business day and requires additional review, you will receive an email notification that your deposit was accepted or declined before 1:00 p.m. HST that business day, otherwise an email notification will be sent the next business day. If no review is required, your deposit will be posted to your deposited account without email notification.

When is my deposit available for use?

Deposits received on a business day before the cutoff time of 1:00pm HST, we will consider that day to be the day of your deposit, otherwise the next business day will be consider the day of your deposit. We will make the first $200 available on the next business day from your deposit date. The remaining funds will not be available until three (3) business days from the day of your deposit date. For check hold information, please go to Account Transaction screen.

Will I be notified if there is a problem with my deposit?

Yes. You will receive an email notification that will include a reason why your check deposit was declined. For further questions you may contact our Member Service Center at (808) 534.4300 or toll-free at (800) 379.1300.

What do I do if I receive an email that my deposit was declined?

Review the reason why it was declined and make any necessary corrections and re-submit your deposit.

What do I do with my check after I submit to Mobile Deposit?

Once you received an email notification of your accepted deposit or confirmed your deposit transaction, write “VOID” on the front of the check.

How long do I have to keep my original check?

Securely store your checks deposited through Mobile Deposits for a period of sixty (60) days after submitting to us in order to verify settlement and credit or to balance periodic statements. After the sixty (60) days, destroy the check unless we notify you that the deposit could not be processed.

Mobile Deposit in Online Banking

How can I submit a check deposit through Online Banking if I do not have a scanner?

Capture the front and back check images (JPG, GIF, or PNG) and save to your computer or device. On the New Deposit screen, click on the “Load” button. The load feature will allow you to upload check images from your computer file or capture the image using your mobile device with front viewing camera.

How can I find out if my scanner is TWAIN compatible?

Please refer to the scanner specification provided by the scanner manufacturer. You may also go to the Help menu in the Mobile Deposit screen for more information.

What are the scanner settings?

  • Dots per inch: 200 dpi
  • Mode: Color
  • Page Size: Auto-detect

Why can’t Mobile Deposit detect my scanner?

The Scan feature is not compatible with Safari browser; you can upload images using the “Zero-Client Version.” To use the desktop scanning feature, use either Internet Explorer, Firefox, or Chrome browser.

What can I do if I receive an “Image Quality”, “Image Too Light”, or “Image Too Dark” error message?

Ensure that each check is properly endorsed on the back with “For HawaiiUSA Mobile Deposit Only” and your signature. If you still receive an error message, adjust the brightness and/or contrast feature on your scanner’s image settings. It is recommended to setup your scanner setting to 200 dpi.

What do I do if I have difficulties using the Scan feature?

Try using the “Java Version.” Java plug-in must be current. It is required to run the rdcjava applet.

 

1Mobile Deposit is available to accounts that meet eligibility criteria.

2Mobile banking is free to all HawaiiUSA Online Banking members. An internet-enabled device is required to access the HawaiiUSA Mobile Banking App and Website. You must be enrolled in HawaiiUSA Online Banking to access Mobile Banking. Enrollment in HawaiiUSA Online Banking Bill Pay is required to access any bill payment services on Mobile Banking. Standard messaging and data usage fees apply. Please contact your carrier for details. Your mobile device must be registered through the Mobile Banking Service enrollment process.

iPhone®, iPad®, iPod touch®, and iPad mini™ are registered trademarks of Apple® Inc. App StoreSM is a service mark of Apple Inc. The Trademark BlackBerry® is owned by Research In Motion Limited (RIM®) and is registered in the United States and may be pending or registered in other countries. Android is a registered trademark of Google Inc. Trademarks and Service Marks are the property of their respective owners. Trademark owners have no affiliation with HawaiiUSA FCU, its products and services nor its website.

What is the charity card program?

HawaiiUSA FCU’s Visa® Pink Platinum Credit Card’s charity program will donate a portion of each net purchase transaction to the charitable organization, identified by HawaiiUSA FCU, focused on breast cancer research, prevention and treatment.

How does the Visa Pink Platinum Credit Card work?

All cardholders with a HawaiiUSA FCU Visa Pink Platinum Credit Card are automatically enrolled in the program. For every net purchase transactions (less credits, returns, and adjustments) made with the pink credit card, HawaiiUSA will donate 0.10% to the charity (10 cents for every $100).

Where do the donations go?

HawaiiUSA FCU has identified Making Strides Against Breast Cancer® program of the American Cancer Society as the current charitable recipient. For more information, please visit www.cancer.org/stridesonline.

HawaiiUSA FCU reserves the right to change the charitable recipient or to terminate the program at any time.

How much will the charity receive in donations?

Each year will vary depending on the amount of net purchases made with the pink credit card. HawaiiUSA FCU will contribute 0.10% portion of net purchases (less returns, credits and adjustments). An annual summary of total donations derived from the pink credit card will be available by January of the following year. HawaiiUSA FCU may either post it on their website and/or provide cardholders the charity card program’s accumulative annual summary. Administrative, marketing, other operational expenses or other cost are managed by HawaiiUSA FCU and will not be deducted from the donation proceeds.

Are there any contribution limits?

Yes. HawaiiUSA FCU will donate up to $20,000 annually of total calculated net purchases made with the pink credit card. Purchases made after the annual maximum has been reached will not be donated to the charity for the remainder of the year.

Can cardholders write off the charity donations for tax purposes?

No. Cardholders are not making any direct donations to the charity. HawaiiUSA will be donating a portion of cardholders’ net purchases to the charity.

Are there any fees or expenses associated with this charity card program?

There are no other fees other than the standard fees that apply to HawaiiUSA’s existing Visa Platinum/Platinum Rewards programs.

How can I get my new Visa Pink Platinum Credit Card? (New cardholders)

If you are applying for a new consumer Visa account with HawaiiUSA, you may apply via our secured online application, visit any of our branch locations, or contact us at 808.534.4300 or toll free at 800.379.1300 to request an application to be mailed to you.

Existing HawaiiUSA Visa Platinum Credit Cardholders (Conversion Request):

Can I switch my existing (standard/blue) HawaiiUSA Visa Platinum Credit Card to the pink credit card?

Yes. Existing consumer credit cardholders may request to convert by completing a credit card application at any of our branch locations, or contact us at 808.534.4300 or toll free at 800.379.1300 to request an application to be mailed to you.

Will a new credit report or other supporting documents be required to switch over?

If you have an existing consumer Visa account with HawaiiUSA, no credit report or other supporting documents are required unless you are requesting to change your rate program, increase your credit limit or add/remove any cardholders from your existing credit card account. Primary and joint cardholders need to complete and sign a credit card application.

Will my joint and authorized users on my account receive the pink card too?

Yes. All joint and authorized users on the primary credit card account will receive the new pink card too. Please be sure that all users are aware before converting. Joint cardholders will need to also complete and signed the application as well.

Will I have to re-register my new pink card through your Credit Card Online secured website?

Yes, for new or existing Visa accounts receiving the new pink card, you will need to register your new card to access your account information online including enrolling in credit card eStatements, viewing your transaction history or your payment information and more!

Will my new pink card have a different card number?

Yes. You and your other cardholders on your account will receive a new card number and PIN number.

What if I have recurring bill payments that are charged to my existing credit card?

You will need to contact the billing company and provide them your new credit card information. Please be aware that it could take up to 1 or 2 cycles for the recurring bill payments to become effective on your new pink card.

Will I need to update my auto payment on my new pink card?

Yes. You will need to complete a new Authorization Agreement for Preauthorized Payments – Visa form to setup on your new card number. Please be aware that it could take up to 1 or 2 cycles for the auto payment to become effective on your new pink card.

What if I don’t want a portion of my purchases donated to the charity or don’t want the pink credit card anymore?

If you decide to not participate in the charity card program anymore, please visit one of our branches or call our Member Service Center at 808.534.4300 or toll free 1.800.379.1300 to request the standard HawaiiUSA Visa Platinum Credit Card.

How does Courtesy Pay work?

Let's say there are insufficient funds in your Share draft account to cover an item. If your account is maintained in good standing and your Courtesy Pay limit covers that item, it will be paid and a fee will be assessed.

What is my Courtesy Pay limit?

Your limit is $500.00, which includes any fee charges.

How soon must I pay the Courtesy Pay balance?

Every attempt should be made to bring your account to a positive balance within a few days.

How much does this cost me?

There is no monthly service fee, however, the usual insufficient funds fee will be charged for each item. Please refer to our Schedule of Fees and Charges.

What types of transactions are covered under this program?

  • Share draft checks
  • Debit card purchases (requires your Opt-In)
  • ATM transactions (requires your Opt-In)
  • ACH debits
  • Bill Pay transactions
  • How do I know when I've used Courtesy Pay?
  • If you are signed up for eAlerts, you will receive a notice each time an item is paid.

If I have two Share draft accounts, will they both have a separate Courtesy Pay limit?

YES. (However we will reserve the right to restrict this benefit to as few as one (1) per household if circumstances dictate).

Why is this service being offered?

Courtesy Pay provides a safety net for your unexpected incidents and oversights. It also eliminates merchant returned check fees and saves you the embarrassment of returned items and/or being declined when making purchases. It may also be a source of emergency funds should the need arise.

What if I exceed my Courtesy Pay limit?

Unfortunately, items exceeding your limit will be returned. An insufficient funds fee will be charged per item. We stress that any overdraft balance created by using Courtesy Pay should be cleared right away to keep your account in good standing and continue the protection of Courtesy Pay at all times.

Can I have Courtesy Pay on my share account also?

No. Courtesy Pay is available only on personal Share draft accounts.

Can Courtesy Pay be combined with other Overdraw Protection options?

Yes. Any existing overdraw option through a transfer from a Share account or an Overdraft Line of Credit will be utilized before Courtesy Pay.

Please read the Courtesy Pay Disclosure for more specifics about the program.