Digital Banking FAQs

General

    If you forgot your password, you can reset your password online by clicking on the "Forgot Your Password?" link at fhb.com, or open the FHB Mobile app and click on “Trouble logging in?” then “Reset Password”. We will ask you to verify your identity via security code or by answering your security questions.

    If you forgot your username, you can use the "Forgot Your Username" link at fhb.com, or open the FHB Mobile app and click on “Trouble logging in?” then “Recover User ID”, to recover your username. A link will be sent to your email address on file and you will be sent a security code via text or phone call to verify your identity. Once verified, your username will be displayed.

    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). Too many failed login attempts will lock you out of your online banking account."

      Once logged in to FHB Online, go to "Settings" then click "Profile". There you can update your email address and phone number. If you would like to change the address on any of your accounts, please Send a Secure Message in FHB Online by clicking the "Messages" link. Select "Change of Address" from the subject line drop down menu, then include your new address and each bank account that should be updated with the new address.

        There are two ways you can setup alerts in FHB Online:

        1. When viewing your account details, you can click the “Create Alert” link.

        2. Go to “Settings” in the upper right corner, then click “Security and Alerts” and select the “Alerts” option. This is where you will go to make changes to any existing alerts as well.

        Alerts can be sent to an email address or as an SMS text to a mobile device.

          With Online Banking you will be able to view 45 days of history for your deposit accounts; however, credit card accounts will show only history from the day you enrolled. As transactions post to your account, you can view them going forward. You will eventually be able to see as much as 36 months of past activity and 12 months of eStatements on your accounts. The amount of account activity information may vary when accessing the information via Quicken/QuickBooks. The FHB Mobile app displays up to 90 days of transaction history.

            If you need immediate attention, such as technical issues, stopping a payment on a Paper Check, reporting a lost or stolen card, or reporting an unauthorized transaction from one of your Accounts, call us at 844-4444 (or 1-888-844-4444 from the Continental U.S., Guam, and CNMI). For all other inquiries, please contact us through the Message section of your FHB Online service and we will respond within a few business days.

              Login to the mobile app and select “More” from the navigation menu. Choose Touch ID/Face ID and complete the set up process. You will need to have Touch ID/Face ID enabled for your iPhone in order to use the Touch ID/Face ID in the service.

                Login to the mobile app and select “More” from the navigation menu. Choose Instant Balance and complete the set up process to select which accounts you would like to view.

                  Please ensure you have the most current version of the mobile app to take advantage of the latest security and feature enhancements available. The FHB Mobile app will let you know if there is a more current app version available for download.

                  If you continue to have difficulty, please view the list of supported devices and operating system requirements. If you confirmed you are using a supported device and operating system and continue to experience issues with the mobile app please contact customer service at 643-4343 (1-888-643-4343 from Guam, CNMI and the Continental U.S.).

                    The FHB Mobile app is available for many smartphones and tablets including iPhone, iPad, and Android devices. For mobile deposit, auto-focus must be supported on your device. Please see below for a list of the mobile devices and operating systems that are supported for the FHB Mobile app.

                    iPhone/iPad
                    Operating System: iOS™ 12 and later

                    Android Phone/Tablet
                    Operating System: Android 7.0 (Nougat) and later

                    View a list of supported devices & operating system requirements

                    If you confirmed you are using a supported device and operating system and continue to experience issues with the mobile app please contact customer service at 643-4343 (1-888-643-4343 from Guam, CNMI and the Continental U.S.).

                    CheckImage[[SM]]

                      No. Online check images are provided as an additional service to assist you with your banking needs. This will not change the way you currently receive your statements.

                        Images of cleared checks are available in the Account Details section by clicking on the check number of the check you wish to view. You then have the option to view or print both sides of the check. Special software is not necessary to view check images online. However, we do recommend that you disable any pop-up blocking software enabled on your web browser.

                          CheckImage is available to all customers enrolled in FHB Online service allows you to view and print images of the front and back of checks that have cleared your Checking account. Online check images through FHB Online are usually available within one business day after the checks have cleared your account. When you enroll in FHB Online, you will automatically have the ability to view images of checks online for no additional cost.

                          Images of checks that you have written are available through FHB Online as long as the check transactions appear in your Account Details. Special check image requests can be requested by sending us a Secured Message through FHB Online.

                          Trust, Investments, and Insurance Accounts

                            Insurance policies don’t typically have a “balance.” Depending on the type of policy, they may have a cash value but this information is not displayed. Please contact your Account Officer if you have questions about your policy.

                              Although StrataWeb and FHB Online both provide online access to wealth management account information, the available information and features are different. Please contact your Account Officer to discuss which service may best fit your needs (e.g., if you are a business customer).

                                If you are a business customer, you should be able to see a list of your organization’s account numbers and balances but you will not be able to see account details through FHB Online. If you are not a business customer and are seeing an error when trying to access your wealth management account details, please call customer service at 643-4343 or (888-643-4343 from neighbor islands, the continental U.S., or Guam and CNMI) for further assistance.

                                  Go to the enrollment page and follow the instructions to determine the best enrollment process for you.

                                  Once enrolled, you will be able to view a list of your organization’s accounts and balances, but you will not be able to view detailed information on the accounts. If you would like access to more information, please contact your Account Officer to discuss alternatives that may be available to you. If you need assistance with identifying your account manager, please call 808-525-7027 for assistance with your Wealth Management Account.

                                  Login & Troubleshooting

                                    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.

                                      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 are best experienced with the latest versions of Google Chrome, Microsoft Edge, FireFox or Safari.

                                        Once logged into FHB Online, go to “Settings” then click on "Security & Alerts". You will then see the option to update your Identity Verification Phones or your Security Questions. You are able add multiple phone numbers that can be used to verify your identity when logging in.

                                          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. Remember to always logout when you are done using the service and never to share your username, password or answers to your security questions with anyone.

                                            We recommend you download the FHB Mobile app before your departure. Once you login to the mobile app it will verify your identity using Security Questions. If you are traveling and login FHB Online via a mobile or web browser, you will be required to verify your identity by providing the one-time passcode that is sent to the phone number that you have on file, which may not always be accessible while traveling.

                                            eStatements[[SM]]

                                              No. Online check images are provided as an additional service to assist you with your banking needs. This will not change the way you currently receive your statements.

                                                You may disable eStatements by clicking on the ‘Statement Delivery Preferences’ link at the top of the eStatements homepage, and clicking the ‘Statement Delivery Preferences’ link at the top of the window. Select ‘Paper Statement’ for the account(s) for which you wish to disable eStatements. Please note fees may be assessed for receiving both paper and electronic statements.

                                                  Yes. Each time a new statement is available, you will be sent an email notification to the email address in your Online Banking profile. Should your email address change, please update your information within the "Settings" section of FHB Online. Once updated, click on any eligible account then click "Online Statements" and "Continue" to ensure your email address is updated for your eStatements delivery preferences. If we are unable to successfully deliver your eStatement notification to you, we will send you a letter to let you know that your eStatement is available online and ask you to update your email address. Please note your eStatements will continue to be delivered to you online until you change your account Statement Delivery Preference.

                                                    Up to 12 months of statements will be available online. Paper copies of older statements can be requested by sending us a message through the Messages function with the subject “Statement Copy Request”.

                                                      Statements are generally available for viewing 48 hours after the statement cut-off date (please allow additional time for weekends and holidays). If it's within 48 hours from the statement cut-off date, please contact customer service at 888-844-4444 for assistance. Or, if you have a combined statement, like with the paper statement, all combined account information will show up on a single statement listed under the primary account number (not under each individual account number).

                                                      Please note that for credit cards, you may not have a statement if your balance is zero and there were no transactions during the billing period.

                                                      MoneyMap

                                                        Yes, once in MoneyMap click on the Transactions tab. Then on the “Export CSV” option toward the right of the screen.

                                                          This requirement is controlled by the individual financial institutions that you have chosen to aggregated into MoneyMap. Depending on the financial institution's security requirements, they may prompt you to validate your information each time you login in order to aggregate your account details.

                                                            After aggregating an account, follow these steps to reassign it to a different account type:

                                                            • Click on the account name
                                                            • Click the ellipses icon in the right corner and select "Edit Details"
                                                            • Then select the appropriate account type (Property, Mortgage, Investment, etc)
                                                            • Then click Save

                                                            Small Business Entitlements

                                                              Yes. Please login to FHB Online and click on the "Messages" link in the top right corner. Send a Secured Message requesting that the service be disabled for your online banking account. Once this request has been processed, you will receive a confirmation that the Entitlements service, including any sub-user access, has been disabled. Any sub-users will be disabled and will no longer have access to your online banking account.

                                                                No. We recommend that primary users review their list of active sub-users throughout the year to ensure the information is up to date.

                                                                  Login to FHB Online and click on “Settings” in the top right corner. Then go to Users, find the sub-user you would like to modify and click the “Delete” option.

                                                                    Login to FHB Online and click on “Settings” in the top right corner. Then go to Users, find the sub-user you would like to modify and click the “Edit” option.

                                                                      Yes, if the sub-user isn’t able to complete the enrollment process within 90 minutes you are able to resend the email. Login to FHB Online and click on “Settings” in the top right corner. Then go to Users, find the sub-user and click the “Resend Email” option.

                                                                      Quicken[[®]] & QuickBooks[[®]]

                                                                        Yes. You can export your transaction information directly from FHB Online into Quicken or QuickBooks. See below for instructions.

                                                                        For Quicken users:

                                                                        Click on the "Download" link under the Accounts tab and select an account, from/to dates, and "Intuit Quicken (.QFX)" from the drop-down box.

                                                                        For users of Quickbooks 2005 or later:

                                                                        Click on the "Download" link under the Accounts tab and select an account, from/to dates, and "QuickBooks (.QBO)" from the drop-down box.

                                                                          Balance and transaction information downloaded through Quicken and QuickBooks is current as of the previous business day. Current balance and transaction information are available on FHB Online.

                                                                          Mobile Deposit

                                                                            Upon successful posting to your account, your deposit will be reflected as “DEPOSIT - MOBILE” on your account statement and in FHB Online.

                                                                              After depositing your check using Mobile Deposit, securely store your check until you have confirmed your funds have been deposited. This allows sufficient time in case the original check is required for any reason. If we send you a notice that your deposit could not be processed, you may visit any of our branches for further information about how you might be able to deposit the check.

                                                                                If we are not able to process your deposit or need to make a correction, we’ll send an email notice to the email address we have on our files. You can also view the status of your deposit in the Mobile Deposit section of the app. However, the status information provided by the app is for your convenience only and is subject to change.

                                                                                  Funds are generally available the first business day after receipt but, in some circumstances, may be held pursuant to our check hold policy. To view the status of your mobile deposit open the FHB Mobile app, click on “Deposits” and then “View Deposit History”. The app will display if the mobile deposit is pending, accepted or failed.

                                                                                    The cut-off time for submitting checks is 5:00 p.m. Hawaii Standard Time each Business Day. Checks submitted after 5:00 p.m. Hawaii Standard Time or on weekends or holidays will be processed as if they were submitted on the next Business Day. A Business Day is every calendar day except for Saturdays, Sundays and bank holidays.

                                                                                    Text Banking

                                                                                      The following commands are available. You can also text “C” to get a full listing of available commands:

                                                                                       FUNCTION

                                                                                       COMMAND

                                                                                       DESCRIPTION

                                                                                       Balance

                                                                                       B or BAL

                                                                                       Summary of balances for all available accounts

                                                                                       History

                                                                                       H or HIST

                                                                                       Summary of recent transactions per account, in descending order by date (i.e., most recent transactions first)

                                                                                       Command

                                                                                       C or CMD

                                                                                       List of available Text Banking commands

                                                                                       Help

                                                                                       HE or HELP

                                                                                       Help content for Text Banking

                                                                                       Stop

                                                                                       S or STOP

                                                                                       Cancels Text Banking

                                                                                        Text Banking will work on any text message (SMS) capable phone from one of the supported carriers: Alltel, AT&T, Sprint (including Nextel & Hawaiian Telcom), T-Mobile, Mobi PCS, Verizon, US Cellular, and Virgin Mobile.

                                                                                          Yes, you can use both options from the same mobile device. You will need to activate the option on your mobile device by logging into your FHB Online account using a desktop PC, clicking on the Mobile tab, logging into the mobile banking center, and following the on-screen instructions to enable the appropriate option.

                                                                                            Banking requests should be sent via text message to the following number (shortcode): 69403

                                                                                              Text Banking allows you to get account information by sending commands via text messages. With text banking, you can perform the following functions:

                                                                                              • Request/view account balances
                                                                                              • Request/view recent account activity
                                                                                              • Find the nearest branch or ATM location

                                                                                              Online Bill Pay

                                                                                                Log in to FHB Online® and click on the "Messages" link. Click on the "Compose message" and select "Bill Payment Inquiry" from the subject line drop down menu. Send us a message to remove Online Bill Payment as part of your FHB Online service.

                                                                                                  You can schedule as many payments as you need. The Online Bill Payment monthly service fee is a flat fee. There is no per-transaction fee for payments.

                                                                                                    The cut off time for standard payments may be as late as 10:00 pm ET depending on your payee’s arrangement with our processor, however we may begin processing your payment prior to the cutoff time.

                                                                                                    For expedited payments, the cut off time for same-day electronic payments is 10 PM ET and the cut off time for overnight paper checks is 4 pm ET. Once scheduled, expedited payments will begin processing immediately.

                                                                                                    Cut off times may vary based upon your payees processing capabilities. Please review the payment status to determine if a payment can be modified or canceled. In process payments cannot be canceled in the Payment Center.

                                                                                                      Pending payments are payments you have scheduled through the Online Payment service, which have not yet been processed and sent to the payee.

                                                                                                        We maintain relationships with thousands of companies, and manage their contact info for you. We don’t have to ask you for the contact info for these companies because we already have it. If the address changes, these companies contact us directly.

                                                                                                          Your account number is the most reliable way to ensure that the company can credit your payments properly. If your account info is not correct, your payment may be credited late or not at all. Late fees, finance charges, or service disconnections may result. The Service Guarantee applies to payments only if all the info you provided is accurate.

                                                                                                          Sometimes companies use repeated characters (such as ***, ###, or xxx) to hide part of your account number on statements or bills. Be sure to enter your full account number instead of the characters used to hide your account number. We need the full account number to ensure that your payment is credited properly.

                                                                                                          Some small companies, such as landscaping or cleaning services for example, may not assign you an account number. If you don't have an account number, you can enter other info that identifies you to the company you are paying. For example, you can use your service address or the name on the account.

                                                                                                            Fiserv is our online payment processor. You may receive communications from Fiserv if there are issues with payments from your account.

                                                                                                              If you want to stop any payment that has already begun processing, you must contact our Online Banking Customer Service. Although FHB will make every effort to accommodate your request, FHB will have no liability for failing to do so. The success of the stop payment request will depend on the status of the payment at the time of the request. A stop payment request may incur additional fees. See FHB Online Terms and Conditions for details.

                                                                                                                You can see the status of your payments in Activity. Payments start in a Pending status until processing begins.

                                                                                                                  You must cancel and reschedule an AutoPay payment when you update the address for the payee. If you don't cancel and reschedule the payment, the payment will continue to go to the address that was on file for the payee at the time the AutoPay payment was originally set up.

                                                                                                                    You may cancel or edit any Scheduled Payment (including recurring payments) by following the directions within Online Bill Pay. Once the Service has begun processing a payment it cannot be cancelled or edited. If you want to change only the next occurrence of an automatic payment, locate the payment in the Pending Payments section of Payment Center. Select the payment, and then click Change or Cancel.

                                                                                                                      Yes. AutoPay allows you to set up repeating payments in FHB Online Bill Payment. You can set up AutoPay for any company or person you pay regularly.

                                                                                                                      Quick Facts

                                                                                                                      • Set up and manage AutoPay and Reminders from the Payment Center.
                                                                                                                      • You can set up payments to be made based on a schedule that you set.
                                                                                                                      • You can set up some eBills to be paid automatically according to options you set.
                                                                                                                      • You can change or stop AutoPay at any time.

                                                                                                                        You are responsible for any payment you make through our Online Bill Payment. Insufficient funds may lead to additional fees and suspension or termination of service. If we send a payment on your behalf and you do not have sufficient funds when we attempt to debit your account, the following will occur:

                                                                                                                        1. Your payment will still be sent.

                                                                                                                        2. Our payment processor will notify you by email of the insufficient funds, giving you 1 day to make additional funds available to your payment account.

                                                                                                                        3. On the next day we will attempt to debit your account again. If you still do not have sufficient funds to cover the payment, we will attempt to reverse the payment from your payee.

                                                                                                                        • If the payment is reversible, our payment processor will notify you by email that the payment was reversed.
                                                                                                                        • If the payment is not reversible, our payment processor will send you a second email to notify you of the insufficient funds. You will have 5 days to resolve the balance directly with our payment processor.

                                                                                                                        4. If after 5 days, you have not resolved your balance, we will freeze your Online Bill Payment access and notify you by email. You then have 30 days to resolve your balance directly with our payment processor.

                                                                                                                        5. If after 30 days you have not resolved your balance, you will receive a final email notice that your account will go into collections if you do not resolve your balance in 20 days.

                                                                                                                        6. If after 20 days, you have not resolved you balance, we will cancel your Online Bill Payment service and submit your account for debt collection and notify you by email.

                                                                                                                        Based on your previous payment history and your payee’s outstanding payments, we may send a laser draft check to your payee. A laser draft check is a check drawn on your account, similar to a personal check. If you have insufficient funds at the time the check is deposited, the process will be the same as a bounced personal check.

                                                                                                                          Payment Reminders are useful when you want help remembering to make payments on time, but you aren’t ready to set up AutoPay. Set up and manage reminders from the Payment Center.

                                                                                                                            Your reminder is cleared when you pay, dismiss, or file a bill. When you dismiss a reminder, it's removed from the Reminders list, but it will appear again. To permanently stop reminders, select the company or person on the Payment Center, click Reminders, and stop the reminders.

                                                                                                                              If the payment is sent electronically, the money is withdrawn from your account one business day after processing begins. If the company or person cannot receive electronic payments, we print a check and mail it to the address you provide.

                                                                                                                              For some checks, the money is withdrawn one business day after processing begins. For others, the money is withdrawn when the company or person deposits or cashes the check.

                                                                                                                                The "payment date" is your payment due date excluding any grace period. This is the date when your payment is due to arrive to your payee. The "send date" or "process date" is the date we will begin processing the payment to be made to your payee. We calculate the send date based on the payment date you give us and the minimum required lead time for your payee.

                                                                                                                                  Activity and Payment Details provide a detailed status of your payment.

                                                                                                                                    To help you schedule enough lead time for your payment to reach your payee, the date selector will display the earliest delivery date available for standard and expedited (if available) payments. Two to five Business Days of lead time is recommended for standard payments, depending on the payment method. A Business Day is every calendar day except for Saturdays, Sundays and bank holidays.

                                                                                                                                    For payees located in U.S. territories such as Guam or CNMI, please allow additional lead time for local mail service delays.

                                                                                                                                    For Guam and CNMI residents, please note that the Payment Calendar reflects Continental U.S. dates and times when scheduling your payment delivery date.

                                                                                                                                      Payment history information is available in Activity for 24 months.

                                                                                                                                        Sometimes a payee may not credit your account immediately after they receive a payment. If the payment is not credited after two days, call the payee’s customer service line. If the problem isn’t resolved, you can send us a payment inquiry on payments in Activity. We will contact the payee on your behalf in an attempt to resolve the problem.

                                                                                                                                          Expedited payments allow you to send money to your payees even faster. The payment date selector will indicate the earliest date available for delivery to your payee.

                                                                                                                                          Same-day electronic payments allow you to make same-day electronic payments to applicable payees. If your payee is unable to receive electronic payments, we may be able to send an overnight paper check. The cut off time for overnight paper checks is 4:00 pm ET. Overnight delivery is only available for payees located in the Contiguous U.S.

                                                                                                                                          Additional fees may apply for expedited payments. Fees incurred for an expedited payment will be drawn from your funding account, the account you are sending the payment from. Fees for expedited payments are displayed in the Payment Center. See FHB Online Terms and Conditions for details.

                                                                                                                                          eBills

                                                                                                                                            If your normal billing cycle has passed and you still have not received your eBill, contact the company who bills you. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that more than a month may pass before you receive your first eBill from a company.

                                                                                                                                              If you have questions about an eBill, please contact the company directly. All the info on the eBill comes directly from the company who sent it. When you pay the eBill, you can enter an amount that is different from the amount due on the bill.

                                                                                                                                                Yes, you can pay an eBill by some other means, such as by check or directly on the company’s Web site if available.

                                                                                                                                                However, when you pay an eBill outside of FHB Online Bill Payment, the status of the eBill remains Unpaid and it continues to appear in the Reminders section until you dismiss the reminder. To change the status, you can file the eBill and add a note about its resolution.

                                                                                                                                                  You can stop receiving eBills in FHB Online Bill Payment any time after the company processes your request to receive them. Select the company from the Payment Center, open Bills, and choose the option to stop eBills.

                                                                                                                                                  An entire billing cycle may pass before your paper bills resume.

                                                                                                                                                    To turn off an eBill go to the Payment Center and click on the "Bills" link for the eBill you would like to turn off. Then click on the "Cancel eBills" option and confirm cancellation. When you discontinue your eBill service, you will start receiving your bills directly from the company again.

                                                                                                                                                    Notes About Stopping eBills:

                                                                                                                                                    • You may receive one or more eBills after your request before the company stops sending them.
                                                                                                                                                    • It can take an entire billing cycle before your paper bills resume.
                                                                                                                                                    • When you stop receiving eBills, any automatic payments that you set up to pay them are also canceled.

                                                                                                                                                    You can still pay your bills using FHB Online Bill Pay but you will not be able to access your bill directly through the Payment Center.

                                                                                                                                                      Go to Activity. You can view paid eBills when you view the details of your payments.

                                                                                                                                                      Popmoney

                                                                                                                                                        You may disable Popmoney by calling us at 643-4343 (1-888-643-4343 from the Continental U.S., Guam, and CNMI).

                                                                                                                                                          If, on the "send date,” the balance in your account is insufficient to make a transaction you authorized, we will delay the transaction and try again on the next Business Day. If there is still an insufficient balance to make the transaction, we may either refuse to pay the item, or we may make the transaction and overdraw your account. In either event, you will be responsible for any non-sufficient funds ("NSF") or overdraft charges that may result.

                                                                                                                                                            The transaction debit request is initiated on the "send date" but will not post against your account for one to two Business Days.

                                                                                                                                                              Transactions submitted before 6pm HST on a Business Day, will be processed that evening. Transactions submitted after 6pm HST, or on weekends or holidays, will be processed the next Business Day. Any updates to an existing transaction must be made before the cut-off time on the send date. A Business Day is every calendar day except for Saturdays, Sundays, and bank holidays.

                                                                                                                                                                Transactions will be processed on the date you specify, up to a year in advance, and will be available in the receiving account within approximately 3 Business Days. Transactions scheduled to process on a weekend or holiday will be processed the previous Business Day.

                                                                                                                                                                  Yes, Popmoney transactions may be scheduled up to 365 days in advance of the date the transaction is to be made. Automatic recurring transactions may also be scheduled for regular intervals (e.g., weekly, monthly, annually) in the same amount between the same two accounts.

                                                                                                                                                                    The maximum daily amount allowed for Popmoney transactions is the current available balance in the source account (plus any available credit in an associated Yes-Check[[SM]] account if applicable) or the limit noted below, whichever is less. This includes any single transaction or the total amount outstanding or "in process".
                                                                                                                                                                     

                                                                                                                                                                    Standard Delivery*

                                                                                                                                                                     Maximum Amount

                                                                                                                                                                     Daily

                                                                                                                                                                     $1,000.00

                                                                                                                                                                     In-process

                                                                                                                                                                     $1,000.00

                                                                                                                                                                     Monthly

                                                                                                                                                                     $4,000.00

                                                                                                                                                                     Next-Day Delivery

                                                                                                                                                                     Maximum Amount

                                                                                                                                                                     Daily

                                                                                                                                                                     $100.00

                                                                                                                                                                     In-process

                                                                                                                                                                     $100.00

                                                                                                                                                                     Monthly

                                                                                                                                                                    $ 400.00

                                                                                                                                                                     

                                                                                                                                                                    *Limits may vary per customer

                                                                                                                                                                      No, you can only send money to individuals via their accounts within the U.S.
                                                                                                                                                                       

                                                                                                                                                                        If you are sending money to a mobile phone or email address, the recipient will receive a notification with a personalized message indicating that you have sent them a payment. The recipient has two ways of depositing the funds:

                                                                                                                                                                        If the recipient is a First Hawaiian Bank customer, they can deposit the funds into their account via the FHB Online service. Upon enrolling or if the recipient is already enrolled for FHB Online, they use Popmoney to deposit the funds to their account. Any payments that have been sent to them will be listed under the “Incoming Payments” in the Overview tab. If they have not already verified their email or mobile phone number, we will send a verification code to the email or mobile phone number where the payment was sent. They will need to enter the verification code in the box shown on-screen. After verification, they can then select an account to which to deposit the funds. They can also designate whether future payments should be automatically deposited to this account.

                                                                                                                                                                        If the recipient is a not a First Hawaiian Bank customer or would like to deposit the funds into a non-FHB account, they can visit www.popmoney.com. They will be prompted to provide their mobile phone or email address along with their bank account information for the payment to be deposited.

                                                                                                                                                                        Internal Transfers

                                                                                                                                                                          The maximum amount that can be transferred is either the current available deposit or credit balance in your account (plus any available credit in an associated Yes-Check line of credit) or $99,999.99, whichever is less.

                                                                                                                                                                            Future-dated transfers are single transfers that can be scheduled up to one year in advance.

                                                                                                                                                                              Recurring transfers are transfers between accounts that are for the same amount or between the same accounts at specified intervals, e.g., weekly, every 2 weeks, quarterly, etc. For example, if wish to transfer $500 from a checking account to a savings account on the 3rd day of each month, you can set up an automatic recurring transfer to be made on the 3rd day of each month for as long as you wish, up to 999 times. Recurring transfers eliminate the need manually schedule identical repeating transactions.

                                                                                                                                                                                Funds transfers requested for the current day will be processed immediately if scheduled before the cut-off time. For internal transfers, transfers made before 5pm HST (business days) will be transferred same day for deposit accounts and the next business day for loan accounts. For external transfer, transfers made before 7pm HST (business days) will be transferred within 3-5 business days. Funds transfers requested for a future date (up to one year in advance) will be processed on the morning of the requested date (or next Business day if the request date falls on a weekend or Bank Holiday).

                                                                                                                                                                                External Transfers

                                                                                                                                                                                  You may add up to a total of 10 external accounts. Please note, you will be required to go through an authentication process for each of those accounts that you own.

                                                                                                                                                                                    If, on the "send date,” the balance in your account is insufficient to make an External Transfer you authorized, we will delay the transfer and try again on the next Business Day. If there is still an insufficient balance to make the transfer, we may either refuse to pay the item, or we may make the transfer and overdraw your checking account. In either event, you will be responsible for any non-sufficient funds ("NSF") or overdraft charges we may impose.

                                                                                                                                                                                      The External Transfer debit request is initiated on the "send date" but will not post against your account for one to two Business Days.

                                                                                                                                                                                        The cut-off time for submitting External Transfers is 7:00 p.m. Hawaii Standard Time each Business Day. External Transfers submitted after 7:00 p.m. Hawaii Standard Time or on weekends or holidays will be processed the next Business Day. Any updates to an existing transfer must be made before the cut-off time on the scheduled transfer date. A Business Day is every calendar day except for Saturdays, Sundays and bank holidays.

                                                                                                                                                                                          External Transfers will be processed on the date you specify, up to a year in advance, and the funds should be made available in your account in approximately 3 Business Days. External Transfers scheduled to process on a weekend or holiday will be processed the previous Business Day.

                                                                                                                                                                                            Yes, External Transfers may be scheduled up to 365 days in advance of the date the transfer is to be made (called a "Single External Transfer"). Automatic Recurring External Transfers may also be scheduled for substantially at regular intervals (e.g., weekly, monthly, annually) in the same amount between the same two accounts (called a "Recurring External Transfer").

                                                                                                                                                                                              The maximum daily amount allowed for external transfers is either the current available balance in the source account (plus any available credit in an associated Yes-Check[[SM]] line of credit) or $5,000, whichever is less. This includes any single transfer or the total amount outstanding or "in process". For additional information, see below:

                                                                                                                                                                                               Inbound External Transfers

                                                                                                                                                                                              Maximum Amount

                                                                                                                                                                                               Daily

                                                                                                                                                                                               $5,000.00

                                                                                                                                                                                               Monthly

                                                                                                                                                                                               $10,000.00

                                                                                                                                                                                              Outbound External Transfers

                                                                                                                                                                                              Maximum Amount

                                                                                                                                                                                               Daily

                                                                                                                                                                                               $5,000.00

                                                                                                                                                                                               Monthly

                                                                                                                                                                                               $10,000.00

                                                                                                                                                                                                No, you can only transfer funds to accounts within the U.S.

                                                                                                                                                                                                  You may disable External Transfers by logging into FHB Online, clicking on the "External Transfers (Personal Only)" link, and then clicking on the 'Edit Your Profile' link. Please note that you must cancel any pending transactions prior to disabling External Transfers.

                                                                                                                                                                                                    Yes, you can transfer funds from your account at another financial institution to pay your First Hawaiian Bank mortgage loan, credit card, installment loan, or line of credit. The payment date will reflect the date that the External Transfer request was submitted, as long as it is complete before the 7pm HST (business days) cut-off time. Any requests made after this time will reflect the next business day’s date.

                                                                                                                                                                                                    Login & Setup

                                                                                                                                                                                                      To disable, go to the First Hawaiian Bank skill page in your Alexa app and click “Disable”. Note that this does not affect your direct FHB Online access.

                                                                                                                                                                                                        No, as long as the First Hawaiian Bank skill was already enabled and linked to your FHB Online account. If you have not enabled the skill yet, and you were given a temporary FHB Online password, you must login to online or mobile banking to change your password first. Then go in to the Alexa app to enable the First Hawaiian Bank skill.

                                                                                                                                                                                                          You can use the Amazon Household feature to connect multiple Amazon profiles to an Alexa enabled device. If you use the Amazon Household feature, you can switch between Amazon profiles by saying “Alexa, switch profiles." To check the Amazon profile you're currently using, you can say, “Alexa, which profile is this?" Confirm that your Alexa device is on the correct Amazon profile before opening the First Hawaiian Bank skill.

                                                                                                                                                                                                            No. You can only link one FHB Online login to a single Amazon profile. However, you can have multiple Amazon profiles linked to an Alexa enabled device.

                                                                                                                                                                                                            Account/Transaction Details

                                                                                                                                                                                                              No, at this time account nicknaming is not available in voice banking.

                                                                                                                                                                                                                For deposit accounts, the skill will read back the available balance. For loan and credit card accounts, the skill will read back the outstanding balance.

                                                                                                                                                                                                                  For each account, Alexa will provide the 5 most recent transactions for the current month, and you can say “continue” to hear up to 25 additional transactions for the month. Alexa will also provide the same information for the previous month when asked. For more activity or activity details, log into FHB Online or Mobile Banking.

                                                                                                                                                                                                                  Security Info

                                                                                                                                                                                                                    Anyone within earshot will be able to hear what Alexa says and anyone with access to your Amazon Alexa device will be able to ask it questions. It is recommended that you check your surroundings before opening the First Hawaiian Bank skill and saying your 6-digit security code to ensure your information remains confidential. The First Hawaiian Bank Skill does not currently support voice recognition.

                                                                                                                                                                                                                      You can disable and then re-enable your First Hawaiian Bank skill in the Alexa app and create a new Security Code.

                                                                                                                                                                                                                        You can change your Security Code by opening the First Hawaiian Bank skill and saying “Alexa, change my security code to - - - - - -.”

                                                                                                                                                                                                                          The security code is a 6-digit code (numbers only) that you create when enabling the First Hawaiian Bank skill. As an added layer of security, you will be required to provide your security code every time the First Hawaiian Bank skill is opened to confirm your identity. The security code is only used for the First Hawaiian Bank skill and is separate from your bank PIN.

                                                                                                                                                                                                                            Securing our customer’s information is always the top priority. We have established multiple layers of security to ensure our customer data is protected across all channels. We provide the highest level of security whether a customer chooses to bank with us in a branch, over the phone, at an ATM, online, using a mobile device or via voice banking.

                                                                                                                                                                                                                            We also provide security awareness tips on our website to share with customers ways they can continue to protect their personal information.We do not share your FHB Online username or password with Amazon. Instead, a 6-digit security code is used for voice banking and is required every time the First Hawaiian Bank skill is opened. We recommended that you check your surroundings before opening the First Hawaiian Bank skill and saying your 6-digit security code, to ensure your information remains confidential.

                                                                                                                                                                                                                            Troubleshooting

                                                                                                                                                                                                                              If you get an error during your initial enrollment, please verify your FHB Online username and password and try again. If it is during a scheduled system maintenance window (typically Saturday 10pm HST – Sunday 12:30am HST), please try again later. If you receive the below message outside this window, and you have correctly entered your FHB Online username and password, please contact Customer Service at 643-4343 (or 1-888-643-4343 from the continental U.S., Guam and CNMI).

                                                                                                                                                                                                                               

                                                                                                                                                                                                                              "The system is temporarily unavailable. We apologize for the inconvenience. Please try again at a later time. If you continue to experience difficulties, please contact Customer Support for further assistance."

                                                                                                                                                                                                                              Have more questions?

                                                                                                                                                                                                                              Or call customer service at (808) 643-4343.