FAQ - Browsers and Security

Q: What if I'm traveling and need to access my accounts?
A:
If you are traveling and attempt to access FHB Online via a Web browser, you will likely be challenged with phone verification. If you are traveling internationally or if your registered device is a landline, you may not have access to the  device to obtain your one-time passcode. There are several options that will allow you to access your accounts.
  1. Use the FHB Mobile app from your mobile device1. The mobile app will challenge you with your Security Questions. FHB Mobile offers many of the same features as FHB Online with the additional benefit of Mobile Deposit2 and convenient features such as Instant Balance and TouchID3.
  2. Use our Mobile Web app from a PC or mobile device Web browser. The app is available here: https://mobile.fi-apps.com/FIHB/webkit/. The mobile Web app will allow you to view your balances, make transfers between FHB accounts and schedule Bill Payments4.
  3. If neither of these options will work for you, please contact us by phone at 643-4343 (1-888-643-4343 from the Continental U.S., Guam, and CNMI).

1Device must meet the minimum system requirements to ensure proper functionality. Please visit our mobile banking page for details.

2Mobile deposit requires a rear-facing camera with autofocus.

3TouchID is available for support iPhone devices.

4Online Bill Payment is an optional service and may incur a fee. New users will receive a 2 month free trial. See Terms and Conditions for more details.

Q: What if I forget my Password?
A:
If you forget your password, you can reset your password online by going to the FHB Online® login screen and clicking on the link "Forgot Your Password?" We will ask you to answer verify your identity via Out-of-band Authentication.
If you have already tried this and still need assistance, call 643-4343 (1-888-643-4343 from the Continental U.S., Guam, and CNMI).
Q: What if I forget my Username?
A:
Call 643-4343 (1-888-643-4343 from the Continental U.S., Guam and CNMI) for assistance.
Q: User Name and Password Security
A:
Security Tips:
  • Memorize your User Name and Password
    Your online User Name and Password authenticate you when you begin an Online Banking session. You should memorize your Password and never write it down anywhere or reveal it to anyone.
  • Remember to sign off
    You may not always be at your own computer when you bank online. Therefore, it is important to sign off when you are finished with your online banking session. For your security, FHB Online will automatically end your banking session after 15 minutes of inactivity. You can adjust the time out feature by going to the My Profile screen under Preferences. There is a 25-minute maximum time out limit.
  • Notify First Hawaiian Bank immediately by phone if you notice any unusual account activity.
    Call our customer service line at 844-4444 (1-888-844-4444 from the Continental U.S, Guam and CNMI).
Q: I currently access my FHB account information through another online service. Will SiteSecure affect my ability to retrieve my account information?
A:
If you encounter difficulties accessing your FHB account information through another online service once, please contact the other party so they may make the necessary adjustments to their system.
Q: I share my computer with someone who also uses FHB Online. Can both of us still sign in from this computer?
A:
Yes. There's no limit to how many people can sign into FHB Online from the same computer, but remember never to share your User Name, Password or answers to your security questions with anyone.
Q: Can I sign into FHB Online from multiple computers?
A:
Yes. You can access FHB Online from any computer. The first time you sign into FHB Online from a new computer, you may be asked to verify your identity via Out-of-Band Authentication.
Q: How is my computer recognized?
A:
Each time you log in to FHB Online, we record a set of data to identify your device such as IP address, browser type, and location. If we detect variances in these factors, you may be asked to verify your identity via Out-of-Band Authentication or Security Questions.
Q: How do I change my Out-of-band Authentication delivery preference or Security Questions?
A:
Once logged into FHB Online, you may change your Out-of-Band Authentication delivery preferences andSecurity Questions by going to the “Settings” linkin the upper right corner of FHB Online after you have logged in.
Q: How does FHB protect my accounts from unauthorized access?
A:
FHB Online uses several methods to protect your accounts. Techniques we use include stringent password requirements, Out-of-band Authentication, and Security Questions.
  • Passwords – Passwords must be a minimum of 8 characters and a maximum of 32 characters. We require at least one upper-case and lower-case letter and one number. Certain special characters are allowed but not required.
  • Out-of-band Authentication – Out-of-band Authentication (OBA) is used if we detect unusual login (e.g., and unknown computer or location) or transaction activity (e.g., an unusually high value transaction). If we detect unusual activity, we will send you a one-time verification code via call or text (based on your selection during enrollment), which you will need to enter on the site. You can modify your delivery preference under the “Settings” link in FHB Online.
  • Security Questions – During enrollment you are required to select and answer 5 security questions. These security questions are used for mobile device verification and as a backup to OBA for FHB Online. Please choose questions that are unlikely to change over time.
Q: How do I turn off a browser's pop-up blocker?
A:

Windows 7 - Internet Explorer any version

  1. Go up to the ‘tools’ option
  2. You should see the pop-up blocker there
  3. Select ‘Turn Off Pop-Up Blocker’ from the available options
  4. You may also manually insert the website addresses in the ‘Allowed Sites’ section of Pop-Up Blocker Settings. There are two addresses that you must enter into this section: www.fhb.com and fhbonline.fhb.com.


FireFox by Mozilla any version

  1. Go up to the ‘tools’ menu
  2. Then scroll down the tools menu and select ‘options’
  3. Within the options section, go to ‘Web Features’ for older FireFox browsers or ‘Web Content’ for newer versions of FireFox
  4. There you should see a checkbox named ‘Block Popup Windows’
  5. Make sure the box is UN-checked
  6. You may also manually insert the website addresses in the ‘Allowed Sites’ section to the right of the ‘Block Popup Windows’ line. There are two addresses that you must enter into this section: www.fhb.com and fhbonline.fhb.com.


Mac OS X - Safari Web Browser

  1. Go to the name Safari in the upper left-hand corner and click on it.
  2. Right below the ‘preferences’ selection you should see ‘Block Pop-Up Windows’ option.
  3. Click on it to disable.
  4. Optionally you can hit the shortcut ‘apple +K’ to turn pop-up blocker off or on.
Q: Why do I need to turn off pop-up blockers?
A:

We highly recommend turning off pop-up blockers when using FHB Online to ensure you are adequately informed of bank messages or changes regarding the service.

Q: Is it important to register my computer's software?
A:

When you install software on your computer, you may be asked to register your copy of the software with the manufacturer. By registering your software, manufacturers have the ability to alert you of security and performance updates/patches.

We recommend regular updates to the following software types on your computer:

  • Operating system
  • Internet browser
  • Anti-Virus
  • Firewall
Q: Should I use anti-virus or firewall software on my computer?
A:

We recommend using Internet security software that is available from well-known PC security companies. Internet security software can provide firewall, anti-virus and/or spyware protection. Manufacturers may also include additional security software in their offerings.

Please be aware that certain firewall settings may interfere with your ability to access your online banking service. You should consult with the software manufacturer should you encounter difficulties accessing FHB Online through your firewall software. For more information about firewalls and other software, please consult a software retailer.

Q: Security of my User Name and Password
A:

First Hawaiian Bank provides additional security for your financial information by requiring the use of a User Name and Password to access FHB Online. It is important that your User Name and Password are kept confidential. Measures you can take to ensure the safety of your confidential financial data include memorizing your password, changing your password on a regular basis by going to the Change Password screen under Preferences, and not disclosing your password to others.

Security Tips:

  • Memorize your User Name and Password
    Your online User Name and Password authenticate you when you begin an Online Banking session. You should memorize your Password and never write it down anywhere or reveal it to anyone.
  • Change your password regularly
    You can easily change your password by going to the Preferences section of the site and clicking on the Password tab.
  • Remember to sign off
    You may not always be at your own computer when you bank online. Therefore, it is important to sign off when you are finished with your online banking session. For your security, FHB Online will automatically end your banking session after 15 minutes of inactivity. You can adjust the time out feature by going to the My Profile screen under Preferences. There is a 25-minute maximum time out limit.
  • Notify First Hawaiian Bank immediately by phone if you notice any unusual account activity. Call our customer service line at 844-4444 (1-888-844-4444 from Neighbor Islands or the Continental U.S. From Guam, call 671-475-7900. From CNMI, call 670-235-3090).
Q: What are FHB Online's requirements for browsers?
A:

To access your accounts and pay bills through FHB Online, you must use a browser that supports 128-bit encryption security. Additionally, certain features of FHB Online, e.g., Bill Pay, are best experienced with the latest versions of Google Chrome, Internet Explorer/Edge, FireFox or Safari.

Q: Why is my browser's security important for Online Banking?
A:

Most browsers allow you to access www.fhb.com and view informational pages. Your browser's security must be adequate to protect your privacy when you apply for a product, view your account information or do any other banking related activity that involves confidential financial information. To access your accounts and pay bills through FHB Online, you must use a browser that supports 128-bit encryption security.

Q: How do I turn off a pop-up blocker from a taskbar such as Google or Yahoo?
A:

Google Taskbar

  1. With a Google taskbar there is an actual button that has a number and the term ‘blocked’ underneath the number.
  2. Click this button and you will see the text on the button change to ‘Pop-Ups OK’.
  3. With a Google taskbar you must do this every time you wish to log in to FHB Online.


Yahoo Taskbar

  1. With a Yahoo browser or taskbar you must go to ‘Yahoo Settings’.
  2. There you should be able to locate the pop-up blocker options.
  3. Disable pop-up blocker.


MSN taskbar

  1. With an MSN browser or taskbar you must go to ‘MSN Settings’.
  2. There you should be able to locate the pop-up blocker options.
  3. Disable pop-up blocker.

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