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Customer Service

eBankoh® Online Banking Sign On

Effective June 22, 2013, Bank of Hawaii is changing the e-Bankoh Online Banking sign on process to provide stronger security for your account information. This security enhancement is also being applied to requests for phone number updates via e-Bankoh. Please read through the topics below for more detail.

Updating Phone Numbers

Have Trouble Signing On?

How to sign on to e-Bankoh

Signing on to e-Bankoh is easy. From the boh.com homepage, access your e-Bankoh account:

  1. In the e-Bankoh Sign On section located at the upper left area of the homepage, enter your User ID
  2. Select the region your accounts are based in – Hawaii/American Samoa or Guam/Saipan/Palau
  3. Click on "Go"
  4. Enter your password

Did you receive a request to go through an extra validation step?

As part of our security process, you may be required to "authenticate" your access to e-Bankoh. You can choose to complete this validation step in two different ways.

One-Time Security Code: By selecting this option, you can:

  1. Request an automated phone call to your home or business phone.
    • You will see the security code on your screen. When the automated phone call occurs, you will have 5 minutes to complete the process by keying in the code into your phone.
  2. Request a SMS text message be sent to your cell phone. Please see the Terms of Use related to SMS text messages. SMS text option is not availalable in Guam, Saipan and Palau.
    • When the text message arrives, enter the code provided on your PC. The system will allow you 15 minutes to complete the process. 

Security Questions: By selecting this option, you will be asked security questions, which must be answered correctly in order to continue the sign on process.

If you are unable to use either of these methods, please contact our Customer Service Center for assistance. Please note that you are allowed a limited number of attempts to successfully pass this validation step in a 24-hour period. If you exceed this limit, please contact our Customer Service Center.

Will the extra validation step present every time you sign on to e-Bankoh?

You will generally be required to go through the extra validation step only when signing on from a device (PC or mobile) that is new or unrecognized by our system. Our system will look at attributes on the PC or mobile device, the browser and the network access path to evaluate risk and present the extra validation step when necessary.

What are examples of reasons why you may be required to go through the extra validation step while signing on to e-Bankoh?

Some common reasons why you will be required to take the extra validation step are:

Signing on with a User ID that has never logged in from that particular device or network before.

A combination of characterisitcs in the sign on profile has changed – could include screen resolution, browser version characteristics, browser settings, cookie deletion, date-time mismatch between PC and the network, etc. These are signs that the sign on profile may be spoofed or trying to mimic the typical user pattern.

A high frequency of similar sign on activity seen together – for example, a User ID comes in from multiple device profiles in 48 hours AND the IP address has signed on with multiple User IDs in 24 hours, the system would see cause to validate the user.

Are there settings in a PC that will alleviate your need to go through the extra validation step during sign on?

If you are using your own personal PC, the items mentioned below may make it easier for our system to identify you as a legitimate user and not a fraudster.

  • Third-party cookies should be allowed
  • Java script enabled
  • Flash available
  • Silverlight available
  • Browser set to remember history or not delete cookies on exit
  • Browser allowed to load images automatically (this can be disabled in Firefox)
  • Brower is up-to-date (You are not using Internet Explorer 6, 7, or 8)

Were you presented the extra validation step but do not currently have access to any of the phones listed?

If you do not have access to the phones listed, you do have the option to answer verification questions. Click on the link that says, "answer verification questions" to continue. You'll be presented with questions derived from public or commercially available records. After successfully answering these questions, you'll be able to access e-Bankoh.

How can I update my phone number in e-Bankoh?

Bank of Hawaii may occasionally contact you by phone so that we can better service your accounts. Correct phone numbers, especially mobile numbers, will help us contact you quickly.

You can update your phone numbers by selecting "Manage contact information" from the Customer Service tab. You will be presented with a one-time security code validation step in order to complete the request.

How do I complete the one-time security code validation required when updating my phone number?

As part of our security process, you will be required to "authenticate" your access to complete a phone number update. This validation step includes the use of a one-time security code. You may select to validate in one of two ways:

One-Time Security Code

  1. Request an automated phone call to your home or business phone.
    • You will see the security code on your screen. When the automated phone call occurs, you will have 5 minutes to complete the process by keying in the code into your phone.
  2. Request a SMS text message be sent to your cell phone. Please see the Terms of Use related to SMS text messages. SMS text option is not availalable in Guam, Saipan and Palau. 
    • When the text message arrives, enter the code provided on your PC. The system will allow you 15 minutes to complete the process.

If you are unable to use either of these methods, please contact our Customer Service Center for assistance.

Did you select the correct account region?

Prior to signing on to e-Bankoh, you must select an account region:

  • Hawaii/American Samoa or
  • Guam/Saipan/Palau.
The account region automatically defaults to State of Hawaii and American Samoa. You will not be able to sign on if you have the incorrect region selected.

Did you enter your User ID correctly?

Your User ID is case sensitive. If you're typing in the correct User ID and are receiving an error, check if your caps lock is turned on. User IDs are case sensitive and the User ID "aloha1987" is different from "Aloha1987."

If you forgot your User ID, please contact our 24-Hour Customer Service Center.

Are you seeing the "Invalid Password" message but believe your password is correct?

Our system is programmed to require both a valid User ID and Password be entered before an error message is presented. This has become standard industry practice. If you receive the "Invalid Password" message, please ensure both your User ID and Password are correct. Please contact our Customer Service Center if you continue to get this message.

Did you forget your password?

If you forgot your password, you can select the "Forgot Password" option and you will be presented with the One-Time Security Code validation. You will need to select a phone number to:

  1. Request an automated phone call to your home or business phone.
    • You will see the security code on your screen. When the automated phone call occurs, you will have 5 minutes to complete the process by keying in the code into your phone.
  2. Request a SMS text message be sent to your cell phone. Please see the Terms of Use related to SMS text messages. SMS text option is not availalable in Guam, Saipan and Palau. 
    • When the text message arrives, enter the code provided on your PC. The system will allow you 15 minutes to complete the process. 

Did you enter your password incorrectly and get locked out of your account?

Your e-Bankoh account will be "locked out" after a limited number of unsuccessful password attempts, and you will be required to call our Customer Service Center to regain access.

Are you unable to successfully pass the extra validation steps, but need access to your accounts now?

Access to your account information is also available via Bankoh by Phone. You may also call our 24-Hour Customer Service Center for assistance. You may want to verify the phone numbers that we currently have on file so that you can successfully pass the validation steps in the future.

Were you presented the extra validation step but only have access to international phone numbers?

For customers with international formatted phone numbers and a U.S. Social Security Number please click on the "answer verification questions" link.

For those customers with international formatted phone numbers and no U.S. Social Security Number (or no credit history in order to present security questions), we are working on adding international phone number capabilities in the near future. In the mean time, please contact the Customer Service Center for account assistance.

International customers may also utilize Mobile Banking. You will be required to have a mobile number on file with us in order to successfully validate your sign on session.