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FAQs - Mortgage Account Management Center

Mortgages > Tools & Resources > Mortgage Account Management Center FAQs

Giving you 24-hour access to your mortgage account.

Giving you 24-hour access to your mortgage account.


Log-in/Enrollment

Content

Online Statements

Make a Payment

Mortgage Calculator


Log-in/Enrollment

Q. What is the Mortgage Account Management Center?
A.
It's a 24/7 online service where customers can view their mortgage loan summary, posted transactions, taxes and interest paid year-to-date, escrow account information, and amortization schedule based on the original loan balance.

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Q. Is there a charge for this service?
A.
No, this is a free service for Bank of Hawaii’s mortgage customers.

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Q. What will I need to get started?
A
. In order to sign up for this online service you will need:

  1. Your mortgage loan number
  2. Your Social Security number (primary borrower or co-borrower only)
  3. A valid e-mail address

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Q. What is my primary loan number?
A.
Your Primary Loan Number (or Mortgage Loan Number) consists of 7 digits (no dashes). For example, if your mortgage loan number is "12345-6", place a zero in front and eliminate the dash to read "0123456".

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Q. Does my user ID and password need to be alpha-numeric?
A.
 User IDs must contain between 8 and 30 characters and cannot be the same as your password. Passwords must contain between 8 and 30 characters, contain at least 1 upper case letter and one lower case letter, one number and one special character (valid characters are !#$%()*@^), cannot be the same as your user name and cannot be the same as the previous 10 passwords.

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Q. Are the user ID and password case sensitive?
A.
Yes, both the user ID and password are case sensitive.

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Q. Why is the system having me answer additional security questions?
A.
 For your protection, Bank of Hawaii has implemented an additional step during the log-in process. By answering the appropriate security question we can ensure that your information is protected and the security questions will allow you to retrieve your forgotten username and/or password.

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Q. How many log-in attempts do I have before my password is revoked?
A.
 Your password will be revoked after eight (8) consecutive unsuccessful attempts. If your password is revoked or if you are locked out, please call us at 694-1050 or Toll-free: 1-888-643-3888. At the main menu press “81” and a customer service representative can reset your password. You may also click on “Forgot your Password” and provide the answer to a security question to change your password or have it e-mailed to you.

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Q. How many user IDs can I have for this account?
A.
There is a maximum of two (2) user IDs for each account. There can only be one (1) user ID and password for each borrower or co-borrower’s Social Security number.

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Q. What if I have multiple mortgage loans with Bank of Hawaii?
A.
You may register additional loans that have the same Social Security Number to your user ID from the My Profile page.

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Q. My password doesn’t work. What should I do?
A.
 Please contact Bank of Hawaii Mortgage Loan Servicing at 694-1050 or Toll-free: 1-888-643-3888; at the main menu press “81”.

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Q. How do I change my password?
A.
You may change your password at anytime from the My Profile page.

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Q. How secure is this site?
A.
Bank of Hawaii’s Mortgage Account Management Center utilizes current technology to provide the highest level of protection. The additional authentication process ensures that you are not on a false website, and prevents malicious users from accessing your account.

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Q. Is this site only for mortgage loans?
A.
Yes, this site will only provide you with information for your first mortgage with Bank of Hawaii. You may access your Bank of Hawaii Home Equity Loan information through e-Bankoh. To learn more about e-Bankoh and to sign up, click here.

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Q. I have a mortgage loan through my credit union that is serviced by Bank of Hawaii. Can I still use this Mortgage Account Management Center?
A.
Yes – as long as the mortgage loan is serviced by Bank of Hawaii you will be able to view your loan information from this site.

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Q. I already have access to my mortgage account information on e-Bankoh. Do I really need access to the Mortgage Account Management Center as well?
A.
The Mortgage Account Management Center will allow you to view detailed information regarding your mortgage loan, such as payment history, insurance, taxes and 1098 year-end statements.

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Q. Can I authorize someone else to get my loan information online?
A.
Only the borrower or co-borrower should be accessing loan information from this site.

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Content

Q. How can I obtain loan history that is not shown on Loan Activity?
A.
 You can view  three years of history (up to 50 transactions). Additional loan history can be provided for a nominal fee. You may contact us at 694-1050 or Toll-free: 1-888-643-3888, at the main menu press “81” or you may also send us an e-mail through the “Contact Us” menu option.

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Q. Where can I find the amount of interest that I’ve paid for this year?
A.
The total interest paid for the current year is located under the My Loan tab at the bottom of the page, under "Year-to-Date Totals”.

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Q. Where can I find the amount of taxes that have been paid for this year?
A.
The total property taxes paid for the current year are located on the Current Loan Information page at the bottom under “Year-to-Date Totals”.

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Q. My mortgage payment is automatically deducted from my checking/savings account. How can I ensure that the payment was received?
A.
You can view the date your mortgage payment was received and applied to your mortgage by viewing your loan activity in the My Loan tab.

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Q. What type of changes can I make to my "personal profile"?
A. 
Under My Profile in the left navigation bar, you can change the following information: contact information, password, security questions and e-mail address. For all other changes that are not available via this website you may contact us at 694-1050 or Toll-free: 1-888-643-3888; at the main menu press “81”.

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Q. There are more than two borrowers on this loan. Why is the Mortgage Account Management Center only showing two borrowers?
A.
 Only the first two borrowers on the loan are reflected, additional borrowers are not shown but are included on our records. If you would like to confirm additional borrowers you may call us at 694-1050 or Toll-free: 1-888-643-3888; at the main menu press “81”.

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Q. How can I contact Bank of Hawaii if I have any questions?
A.
You may contact Mortgage Loan Servicing at the following:

Phone: 694-1050 or Toll-free: 1-888-643-3888; at the main menu press “81”
Fax: 1-808-694-4500
E-mail: mlscustservice@boh.com or click on the “Contact Us” menu option

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Online Statements

Q. Will my monthly statement still be mailed to me when I sign up for online statements?
A.
When you sign up for online statements, you will no longer receive paper statements in the mail. Instead when your monthly statement is ready for viewing and printing, an email will be sent to notify you. If you change your mind and would like to resume receiving paper statements in the mail, you may un-enroll from this service.

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Q. I am currently on Automatic Payment Service (ACH). Will I still be able to enroll in this service?
A.
Yes, you may sign up for this service and an email will be sent to you monthly to notify you that your monthly statement is ready for viewing and printing.

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Q. Is there a fee for this service?
A
. No, there is no fee for this service.

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Q. Will I be able to view my past statements?
A.
You will have access to 12 months of mortgage statements.

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Q. I currently make my monthly payments with the coupon on the bottom of the monthly statement. If I were to sign up for online statements, how will I be able to make my monthly payment?
A.
You may make your monthly payment online with our Make a Payment option. It’s a free service and you can schedule up to 3 advance payments. You may also take your payment to a Bank of Hawaii branch near you or mail it to us at:

Bank of Hawaii
PO Box 3650
Honolulu, HI 96811

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Make a Payment

Q. Is there a charge for your one time Make a Payment service?
A.
 This service will allow you to make your monthly mortgage payments in a timely manner and also allow you to schedule future payments. There is no charge for this service.

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Q. Will I be able to make extra principal payments using this service?
A.
 As long as your current month's mortgage payment has been posted to your loan, you will be able to make additional principal payments using this service. When requesting making a principal only payment, select "0" in the number of payments field.

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Q. Will I be able to make a mortgage payment with a credit card with this service?
A.
A payment to your mortgage loan via a credit card is not allowed. Credit card "convenience checks" are also unacceptable for payments to your mortgage account.

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Q. What accounts can I use with the Make a Payment service?
A.
 You may use any checking or savings account with US funds to which you are an account holder and have the authority to use.

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Q. What happens if my Make a Payment is returned due to insufficient funds?
A.
We will notify you by mail that your request was not processed and a $20 fee for insufficient funds will be assessed to your loan.

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Q. Who will be authorized to use this service?
A.
Both the borrower and co-borrower may utilize this payment service.

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Q. How do I go about cancelling my request?
A.
Once a transaction is submitted, it may only be cancelled by contacting Mortgage Loan Servicing at least one full business day prior to the scheduled payment draft date. Our business hours are from 7:30 a.m. to 4:30 p.m. HST, Monday through Friday. Our phone number is 694-1050 or Toll-free: 1-888-643-3888. Once you hear the main menu, press 81.

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Q. Why is Make a Payment not available on my account?
A.
There are certain situations where this option is not available. For further information, please call Mortgage Loan Servicing at 694-1050 or Toll-free: 1-888-643-3888, at the main menu press 81. Mortgage Loan Servicing is available Monday thru Friday from 7:30 a.m. to 4:30 p.m. HST.

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Q. Can I schedule multiple/advance payments?
A.
Yes, you can schedule up to 3 payments in advance, either in one single lump sum payment or as up to 3 different transactions.

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Q. I am already on an automatic monthly payment service to pay my mortgage. Will I still be able to use the Make a Payment feature?
A.
Yes, you may still use the Make a Payment feature to make additional principal payments even if you are on our automatic monthly payment plan. Before you can apply additional payments towards your principal you must be sure that your regular monthly payment has been applied to your loan. If you use the Make a Payment feature to make your regular monthly payment your automatic monthly deduction will not occur.

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Q. Will my other bill payment service that I use to make my monthly payment be affected if I make a payment using the Make a Payment feature?
A.
The arrangement that you have with your bill payor service will not be affected. They will continue to send Bank of Hawaii a check for your monthly mortgage payment as instructed by you.

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Mortgage Calculator

Q. I do not see the Mortgage Calculator as an option. Why?
A.
The Mortgage Calculator is available for most Fixed Rate Mortgages. If you loan falls into one of the following categories the Mortgage Calculator will not be available for your use:

* Adjustable Rate Mortgages
* Construction Loans
* Interest Only Loans
* Paid in Full Loans
* Loans with principal balances less than or equal to zero

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