First Hawaiian Bank

Troubleshooting

Q: I enrolled my phone number but did not receive a text message. What should I do?
A:

Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, try to enroll again. If the problem continues, contact your wireless carrier to be sure text messaging is enabled on your phone.

Q: I received an activation code but never used it. What do I do now?
A:

Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to the Mobile Banking Center (the enrollment site) and request a new activation code.

Q: What happens if I get a new phone or change phone numbers?
A:

If you get a new phone or change phone numbers, be sure to return to Mobile Banking website via your desktop computer and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

Q: Can I use Mobile Banking or Text Banking on more than one phone?
A:

Yes. Visit the Mobile Banking Center and simply add another phone number.

Q: I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?
A:

During the enrollment process, a "cookie" is stored on your phone's browser which allows our system to remember your phone. The cookie is only visible by our system and does not contain personal information. If you do not have cookies enabled or have cleared your cookies, you will be required to re-enter your mobile number the next time you sign in with your phone. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact the vendor for your mobile device.

Q: What if my device is lost or stolen?
A:

If your mobile device is lost or stolen, you can remove your phone number by visiting the Mobile Banking Center (also available through FHB Online via the Mobile Banking link). You should also contact your mobile service provider immediately to stop all wireless service.

Call Us

Administrative Offices
(808) 525-7000

Customer Service
Oahu: 844-4444
Toll Free: (888) 844-4444

TTY/TDD
Oahu: 848-5491
Toll Free: (800) 228-6181

FHB Online/Bill Pay/Mobile Banking
Oahu: 643-4343
Toll Free: (888) 643-4343

Write Us

First Hawaiian Bank
PO Box 3200
Honolulu, HI 96847