Personal Banking FAQs

General

    • To check your balance by phone, call your branch at the number listed on your statement or our 24/7 automated voice service at 808-844-4444 or toll-free at 1-888-844-4444.  You can also log in to FHB Online Banking or the FHB Mobile app to quickly, and conveniently view your account balances at any time.  To enroll, go to fhb.com/enroll or download the FHB Mobile app.
      • If you know your current PIN and would like to change it, please call (808) 844-4321 or 1-800-545-6300 from a touch-tone phone and follow the phone instructions.   You will be asked to identify yourself using your current PIN before being prompted to select your new PIN number.  
      • This IVR can be used to change the customer’s IVR PIN or Card PIN if they know their current PIN. 
      • For new cards, you may use the PIN that was mailed to you to identify yourself to select your new PIN.
         
        • For new accounts - Your card PIN will be automatically mailed to your address on file.  Your PIN will be mailed separately from your card for security purposes.  Your card PIN should arrive a day or two after your new card is received.
        • For existing accounts - If you do not know your PIN number or have not received your PIN mailer but would still like to change it, please visit the nearest branch for assistance or call the Customer Service Center at 1-800-342-2778 or locally at 808-847-4444. 
        • As an alternative, you can also mail a signed written request to have a new PIN mailed to your address on file. PIN requests can be mailed to: 

        BankCardCustomer Service
        P.O. BOX 1959
        Honolulu, HI 96805

          There are many ways, including:

          • FHB Online® - transfer funds between First Hawaiian Bank accounts, to accounts at other financial institutions or to accounts belonging to other people. In addition, if you sign up for the optional Bill Payment feature, you can pay all of your bills online in one place.

          Note: Some features have additional fees. See terms & conditions for details.

          • Cash withdrawals from First Hawaiian Bank ATMs and other ATMs
          • Transfers between linked accounts at First Hawaiian Bank ATMs
          • Make purchases at participating merchants using your debit card
          • Personal checks
          • Transactions with a branch teller

          Additional transaction fees may apply. Refer to the disclosures you received at account opening or inquire at a First Hawaiian branch.

            • To check your balance by phone, call your branch at the number listed on your statement or our 24/7 automated voice service at 808-844-4444 or toll-free at 1-888-844-4444.  You can also log in to FHB Online Banking or the FHB Mobile app to quickly, and conveniently view your account balances at any time.  To enroll, go to fhb.com/enroll or download the FHB Mobile app.

              To avoid holds, you can use:

              • Direct deposit: You can avoid having a hold placed on your check by using direct deposit instead. If you have recurring income like a paycheck, pension payment or Social Security check, arrange to receive it by direct deposit.
              • Cash deposits made at a teller window are usually made available no later than the next business day.

                A hold means that although we’ve received your check for deposit, you won’t be able to use the funds until the hold period has expired. Depending on the type of check that you deposit, funds may not be available until the third business day after the day of your deposit. However, the first $225 of your check deposits will be available on the first business day after the date of your deposit. If the deposited item is returned unpaid before the hold expires, those funds will not be made available to you. If the deposited item is returned after the hold expired, we charge your account for the amount of the item. Holds are placed to help protect both you and us from losses that could occur when a deposited item is returned unpaid. Situations that typically cause a check to be held include:

                • There is reason to believe the funds may be uncollectible
                • The source of the check (e.g., foreign checks)
                • The account is a new account (new account rules apply for the first 30 days the account is open)
                • The account has repeated overdrafts in the last 6 months
                • You deposit checks totaling more than $5,525 on any one day
                • Fraud is suspected
                • Emergency situations, including computer or communication failure. Incorrect routing or account number information on a deposit slip

                  The speed with which we make your deposited funds available depends on a number of factors, including how, when, and where you made your deposit. For example:

                  • Direct Deposit: First Hawaiian Bank credits your account on the day the deposit is scheduled to occur. In most cases, a direct deposit is the fastest and easiest way to get funds into your account. Also, direct deposits are free.
                  • Wire Transfer: First Hawaiian Bank credits your account the day we receive it. Wire transfers typically have to be set up for each transfer. In most cases, there is a fee for sending or receiving a wire transfer, but it can be worth the expense since you know the money will be there when you need it.
                  • Cash with a Teller: Funds are available no later than the next business day.
                  • Checks: A hold may be placed on your deposit, depending on the type of check. If you're not sure, ask your teller when the funds you deposited will be available. 

                    To make a deposit by mail, send your check(s) to your branch of account. Please use our branch locator to find your branch of account’s address. Please do not mail cash.

                    • In FHB Online & Mobile Banking, you can use External Transfers to transfer money to your FHB checking account from your accounts at another bank.  Learn more about External Transfers.
                    • The FHB Mobile app allows you to mobile deposit checks up to $10,000 per business day into your FHB checking account.  Learn more about Mobile Deposit.
                      • Cash, check, and coin deposits are accepted at all First Hawaiian Bank branches. Please see a teller to conduct your deposit.
                      • Cash and check deposits are accepted at most First Hawaiian Bank ATM’s.
                      • Wire transfers are accepted into personal and business accounts; however incoming wire fees may apply.
                      • Electronic Funds Transfers (EFT’s) such as direct deposits from employers or other businesses are accepted into personal and business accounts at no charge from First Hawaiian Bank.
                      • Check deposits are accepted via mail to your branch of account. Please allow additional time for processing delays due to mail time. 

                        The sample check graphic below shows where the ABA routing number can be found on your check. The routing number is the first nine digits on the bottom left hand side of the check.

                          An Item Enclosure fee is charged when you receive a copy of your canceled checks with your statement. You may request to be added onto CheckStorage to avoid the Item Enclosure fee by contacting our customer service line at 1-888-844-4444.

                            A Check Image Service fee is charged for returning images of your canceled checks with your monthly statement. You can receive an online version of your statement which includes images of your canceled checks at no cost. To enable eStatements, login to FHB Online Banking and select your account, then click the Online Statement link.  Follow the prompts on the screen to enable eStatements for each of your accounts.  To enroll for FHB Online, go to fhb.com/enroll. Learn more about eStatements.

                              • You can request a stop payment on a personal check at any branch or by calling 1-888-844-4444.
                                You will need to provide the following information:
                                • Check number and/or amount
                              • Check Stop Payments - Unless removed, this order will expire 6 months from today.  
                              • Recurring EFT Stop Payments - Unless removed; this order will remain indefinitely

                              Please note that all the information provided by you must be exactly correct or the stop   payment may not be effective.  This order will not be effective if the bank has already cashed the item or is already committed to honor the item. A stop payment cannot be placed on an item that has already been presented. A fee of $30.00 will be charged to your account for this stop payment.    

                                • To check your balance by phone, call your branch at the number listed on your statement or our 24/7 automated voice service at 808-844-4444 or toll-free at 1-888-844-4444.  You can also log in to FHB Online Banking or the FHB Mobile app to quickly, and conveniently view your account balances at any time.  To enroll, go to fhb.com/enroll or download the FHB Mobile app.

                                  A scheduled transfer is a way of automatically moving money from your checking account to another checking or savings account each pay period.

                                  To set up your Automatic Transfers, simply sign in to FHB Online service and click the "Transfer Funds" tab at the top of the page. Or, you can visit your nearest branch, where an associate will be happy to assist you.

                                  Direct Deposit

                                    There is no charge for direct deposit.  First Hawaiian Bank’s direct deposit is free of charge. No fee to setup direct deposit to any of your First Hawaiian Bank personal accounts - checking, savings, or money market account.

                                      With your First Hawaiian Bank account number and the bank’s routing number or a voided check, go to your employer or the funding entity and request direct deposit. Most direct-deposit requests can be implemented by your next payday.

                                        Direct deposit automatically places your paycheck, pension, Social Security, or other regular monthly income into your checking, savings, or Money Market account. It's convenient, secure, and saves trips to your branch.

                                        General Questions

                                          Yes, if you are planning on traveling with your credit card please contact us at 1-800-342-2778 or login to FHB Online Banking and go to “Settings” then “Security & Alerts” to submit a Travel Notice. This will help to ensure that you have uninterrupted use of your credit card while you are traveling.

                                            Please visit your nearest branch or call 1-800-342-2778 to request a copy of your statement. Additional fees may apply.

                                              First Hawaiian Bank constantly strives to ensure the security of your account. If your card is ever lost or stolen, please contact us immediately through our 24 hour customer service line at (808) 847-4444 on Oahu, or toll free at 1 (800) 342-2778. This will prevent further transactions from being authorized on your card.

                                                Your credit card expires on the last day of the month indicated on your credit card. Normally, replacement credit cards are sent during the month prior to the expiration date of your card. If your current card has expired and you did not receive your replacement, please contact us immediately by calling the number on the back of your card or on your statement. If you don’t have the numbers handy, our 24 hour customer service line is 1-800-342-2778. We will assist you in ensuring the safety of your account and help you order a replacement card.

                                                  We have a phone payment service called “Quick Remit” that can be reached by dialing the number on the back of your card. You will need to enter your card number and P.I.N. to complete the transaction.

                                                  Priority Destinations World & World Elite Credit Cards

                                                    Your Priority Miles will remain active as long as you continue to use your Priority Destinations MasterCard for purchases or redeem your Priority Miles. Your Priority Miles will expire 2 years from your last purchase or your last redemption, whichever was most recent.

                                                      There is no cap on Priority Miles, so you can earn as many Priority Miles as you want.

                                                        (for World MasterCard cardholders): For more information on any of the travel, insurance, and retail protection services, see the Guide To Benefits that came with your Priority Destinations World MasterCard, or call 1-888-457-8537.

                                                        (for World Elite MasterCard cardholders): For more information on any of the travel, insurance, and retail protection services, see the Guide To Benefits that came with your Priority Destinations World Elite MasterCard, or call the VIP Desk at: 1-888-210-6123.

                                                          You can redeem your Priority Miles by visiting FHBDestinations.com. If you do not have internet access, you can call:

                                                          1-877-668-4662 (World cardholders)

                                                          1-877-676-5171 (World Elite cardholders)
                                                           

                                                          Priority Rewards Credit Card

                                                            Yes, you may transfer your CashPoints to a friend's or family member's account by using the Transfer CashPoints page. The transferred CashPoints are set to the expiration date of the account receiving the CashPoints. To transfer your CashPoints, please log on to the website at www.fhbrewards.com, navigate to the Transfer CashPoints link on left navigation menu, and enter the recipient’s Priority Rewards card account number and last name.

                                                              The Priority Rewards[[SM]] Credit Card earns you one (1) CashPoint[[SM]] for every one ($1) dollar of net purchases. Cash advances and balance transfers do not qualify to earn CashPoints. Please refer to the Priority Rewards Program FAQs for more information on the Priority Rewards Program.

                                                              Priority Rewards Program

                                                                Priority Rewards MasterCard accounts have the option of redeeming for a check or statement credit. Checks are made out to the primary and secondary (if applicable) cardholder on the account.

                                                                  YES! To receive airline frequent flyer miles, you should provide your airline frequent flyer number to the agent when you redeem your CashPoints. You must work directly with the airline in question if you forget to provide your frequent flyer number or in cases of any discrepancies.

                                                                    You may redeem the appropriate level of CashPoints for any destination or class of service. Once a ticket is purchased by the Redemption Center, any upgrades or changes must be made between you and the airline which issued the ticket.

                                                                      Your CashPoints will expire 24 months from your last credit card purchase or your last redemption, whichever is most recent. Transferred (gifted) CashPoints are set to the expiration date of the receiving account and do not count as redemption activity for the originating or receiving account.

                                                                        You can log-on to our Redemption Website at www.fhbrewards.com or call our Redemption Center at 1-800-868-2856.

                                                                          Logging on to www.fhbrewards.com is fast and easy:

                                                                          If you are a New User:

                                                                          • Go to http://www.fhbrewards.com
                                                                          • Click on the "New User" link and register your card information
                                                                          • See your CashPoints and view available rewards.
                                                                          • Point...Click...Redeem!
                                                                             

                                                                          If you are a Returning User:

                                                                          • Go to http://www.fhbrewards.com
                                                                          • Enter chosen User NameEnter chosen Password
                                                                          • If you don't know your information, click on "Forgot?" and a temporary username or password will be emailed to you.

                                                                            You'll receive CashPoints for qualifying purchases. Once you accumulate enough CashPoints, you can redeem them for your choice of rewards like gift cards, airline travel, hotel accommodations, cruises, even cash! Use your card for everyday purchases and watch your CashPoints add up!

                                                                            Online Checking & Savings Account

                                                                              Please check that the deposit account you are funding from has a higher balance than the amount you are trying to fund. If it doesn’t, you can either choose to fund from another bank account or by mailing in a check, or you deposit funds into your account before completing the internal transfer to your new eCD. If your balance is higher than your funding amount and you are still receiving an error, please contact us at (808) 643-2273 or toll-free at (800) 215-4149, Monday to Friday from 9am - 5pm HST for assistance.

                                                                                If you ordered checks or a debit card when you opened your new account online, they should arrive within 7-10 business days to Hawaii addresses. It may take longer to addresses outside of Hawaii.  

                                                                                If your account has already been opened and you want to order checks for the first time, please call us at (800) 215-4149. If you want to order a debit card, complete the Debit Card Application. 

                                                                                If you do not remember if you chose to order checks or a debit card during the online account opening process, call us at (800) 215-4149 and we'll be happy to assist you.

                                                                                Yes-Check[[SM]]

                                                                                  Yes-Check links your First Hawaiian Bank checking account to a line of credit – and automatically transfers available funds when your checking account doesn't have enough money to cover your transactions. This service gives you the flexibility to make payments when you don't have enough money in your checking account at the time of the transaction.

                                                                                    Yes, if the available balances in your checking account and Yes-Check are not enough to cover an item, you may be still be charged an Overdraft Fee (OD) or Non-Sufficient Funds (NSF) Return Item Fee.

                                                                                      No, you must apply for a separate Yes-Check line of credit for each checking account.

                                                                                        Please call (808) 643-LOAN(5626) or see a Customer Service Representative at a First Hawaiian Bank branch for current Rates and Fees.

                                                                                          You can apply for Yes-Check by calling (808) 643-LOAN(5626) or visiting any First Hawaiian Bank branch.

                                                                                          Priority Unlimited Credit Card

                                                                                            Use your card on your purchases and automatically earn cash back on your Priority Unlimited Mastercard®. Each year in November you will receive a statement credit and, depending on your cycle date, your November or December statement will show you how much cash back you’ve earned. Transactions must be posted by the end of the program year (October 31st) to be included in the annual statement credit.

                                                                                              You will earn 2% cash back on purchases if you have an additional qualifying FHB account OR 1.5% cash back if you do not. A qualifying FHB account is any FHB personal deposit account (checking, savings, CD, IRA), mortgage, home equity loan, HELOC, or private banking relationship. You must be an owner of the qualifying account. Agents, beneficiaries, custodians, guardians, personal representatives, guarantors, and other types of non-owners are excluded. Cash rewards are accumulated and automatically redeemed every November as a statement credit on the primary cardholder's credit card statement and cannot be bought, sold, or transferred. To qualify to receive 2% cash back on purchases in a given program year, your qualifying FHB account must be open as of the last day of that program year (October 31st). Transactions must be posted by the end of the program year (October 31st).

                                                                                                The cash back you earn will only be available as a statement credit in November. But as a way to keep you informed on your earnings, you will be emailed a monthly cash back balance if you have registered your account at fhbunlimited.com. You can also log into fhbunlimited.com to see your cash back earnings, redemptions, and current balance.

                                                                                                Card Alerts - Consumer and Small Business (Non-Rollup)

                                                                                                  All Personal Credit and Debit Card accounts; all Small Business non-roll up Credit Card accounts; all Business Debit Card accounts. NOTE: Corporate and Small Business roll-up card accounts will automatically receive a limited set of card alerts by email; they are not eligible to enroll and manage card alerts using the FHB mobile app.

                                                                                                    On the FHB mobile app, click on a personal or eligible small business credit card account or a checking account that has an associated debit card that you’d like to set an alert for. Then, click on Account Details. For eligible accounts, a Manage Alerts button will be displayed; click this button. Then, click on the Contact Information button. Select the phone number that will receive notifications.  To add/edit phone numbers, click on the Profile Page link. On the Profile Page, click on the pencil icons next to the email and phone if you need to make any changes. Once done, click on the hamburger menu icon to go back to Manage Alerts. Select an alert category (i.e., Account Updates, Purchase Alerts, Service Alerts). On the desired alert-type tab, click on the email or text message icons to opt into those card alert types. Click Save once done.

                                                                                                      If you are opted in, you will receive a verification text message that confirms the product name that is enrolled in card alerts.  If you did not receive the enrollment verification or do not recall receiving it, please contact Customer Service (1-800-342-2778) for additional help. 

                                                                                                        On the FHB mobile app, click on a personal or eligible small business credit card account or a checking account that has an associated debit card. Then, click on Account Details. For eligible accounts, a Manage Alerts button will be displayed. Click on this button to manage your card alerts.

                                                                                                          You can opt into card account-related updates (e.g., change in name, address, contact information), purchase alerts (e.g., spend categories, spend limits, out-of-state purchases, online purchases), and service alerts (e.g., credit limit changes, card requests, card activations, above-threshold balances). Individual alert preferences can be selected for each card on the account. 

                                                                                                          **Any transaction that requires a PIN to be entered, such as ATM usage, cash advances, or cash withdrawals, is ineligible for receiving card alerts. This feature is currently unavailable at this time but will be implemented soon.

                                                                                                            Card alerts are a specific category of SMS and email alerts designed for card accounts that are set up at the account level in the FHB Mobile app (Account Details Tab, Manage Alert Button). In addition, FHB Online and Mobile also comes with standard alerts that are not related specifically to card accounts. Please visit our Alerts & Notifications page on fhb.com for more details about the different types of alerts available on FHB Online and Mobile. If you enable card alerts, you may also enable other types of alerts at the same time. In some cases, the same event may trigger multiple types of alerts. You may also receive the card alert before the transaction in question is displayed in FHB Online. 

                                                                                                              For PERSONAL and SMALL BUSINESS (NON-ROLL UP) credit card and debit card accounts, you can opt out of card alerts as follows:

                                                                                                              • To opt out of receiving specific card alerts that you previously set up, within the FHB Mobile App, click Manage Alerts from the Account Details tab on an eligible account. On the next screen, unselect each of the applicable alerts individually.  
                                                                                                              • You may also opt out of receiving all card alerts through SMS by texting word “STOP” to any of the SMS alerts that you have received. This will add your mobile number to a suppression list and will prevent any future SMS card alert text messages from being sent to that phone number. At any point, you can text the word “START” to opt back in, and all previous alert preferences will be reinstated and start generating SMS alerts again with qualifying activity.
                                                                                                              • If you no longer want to receive card alerts of any kind, you may deactivate card alerts by clicking on Manage Alerts from the Account Details tab on an eligible account. On the next screen, scroll to the bottom and click the Deactivate button to stop receiving all email and text alerts.
                                                                                                                • Depending on the type of card alerts you want to opt back into (e.g., text message, email), you can re-enroll in card alerts in a few ways…
                                                                                                                •  If you deactivated all card alerts, you can reactivate card alerts by clicking on Manage Alerts from the Account Details tab on an eligible account. On the next screen, scroll to the bottom and click the Activate button to opt back into receiving all email and text alerts.
                                                                                                                • To opt back into specific card alerts, within the FHB Mobile App, click Manage Alerts from the Account Details tab on an eligible account. On the next screen, select each of the applicable alerts individually that you want to receive.
                                                                                                                • If you previously opted out of SMS card alerts by texting “STOP” in response to a text alert and you want to begin receiving text alerts again, please text the word “START” to previous card alert SMS text messages you received in the past. This will reactivate all alert preferences that were previously selected. 
                                                                                                                  • Card alerts, like purchase alerts or online purchase notifications, are tied to the card number that made the transaction. 
                                                                                                                    For instance, if a joint accountholder is opted in to receiving purchase alerts for transactions that exceed $50, and the joint accountholder made a $55 transaction, then the joint accountholder would receive the alert for their activity. 
                                                                                                                  • Any alerts that pertain to the account, such as balances above the threshold, remaining credit limit, etc. would be sent to the Primary individual only.
                                                                                                                     
                                                                                                                    • For email updates, you will need to update your profile with the new email address you’d like to receive card alerts for. Alerts will automatically go to the new email address after that.
                                                                                                                    • If your new phone number is updated on your account, you will need unenroll your mobile number that was previously used for card alerts and enroll the new phone number on the Manage Alerts page on the FHB mobile app.Please note that non-US phone numbers will not be able to receive card alert SMS text messages.

                                                                                                                    Card Alerts - Commercial, Priority Destinations Business, and Rewards Rollup (cards that begin with 5478)

                                                                                                                      You may opt out of EMAIL alerts by performing the action below contacting Customer Service (1-800-342-2778) to have your email added to the block list.

                                                                                                                      Have more questions?

                                                                                                                      Or call customer service at (808) 844-4444.