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Customer Service

Bill Pay

Getting Started with Bill Pay

e-Bills

General Questions

 

Getting Started with Bill Pay

Eligibility

e-Bankoh customers may enroll in bill pay if they have an eligible checking account. Payments cannot be made from a savings account.

e-Bankoh Bill Pay Service is not available to certain organizations and entities such as trusts.

Enrolling for Bill Pay

To enroll for the Bill Pay service, sign on to e-Bankoh and click on the “Pay and Transfer" tab, then select "Pay bills". From there, just follow the on-screen instructions. You will receive a confirmation e-mail within a week and can begin using all of the features of e-Bankoh Bill Pay at that time. 

Adding / Editing / Removing a Payee

To add a Payee, have the bills from your payees in front of you to obtain the needed information. Then:

  1. Click on the “Pay and Transfer" tab, then select "Pay bills". Enter the name of the business you would like to pay and click the Add button.
  2. If we currently have a relationship with the business, just add your account number and click Continue.
  3. You may need to provide more information for certain business or personal payees.
You may want to confirm the payment address with your payee. Many payees have a different payment address than what is shown on the bill.

If you know the department or the branch of your payee, enter it on "Address Line 2." This makes it easier to route the payment directly, especially if your payee is a large company.

After a payee is added, you can edit payee information at any time. Select the payee, click View/Change payee details in the drop down menu to:
  • Delete or deactivate the payee.
  • Change payee information.
  • View your history with the payee.

Scheduling a Single Payment

It's important to remember that payments must be scheduled before 8 p.m. Central Time in order to be remitted the next business day. To send a payment to your payee:

  1. Click on the “Pay and Transfer" tab, then select "Pay bills". You will see a list of your payees.
  2. If you have more than one funding account, select the appropriate account from the drop down list under “Pay from.”
  3. Fill in the amount to pay and change the payment date if necessary. Click the Pay button.
  4. A confirmation message will appear under your payee and your scheduled payment will appear in the Pending Payments list to the right.

Scheduling Recurring Payments

When you want to send recurring payments to a specific payee:

  1. Click on the on the “Pay and Transfer" tab, then select "Pay bills". Select the payee, and click Pay automatically in the drop down menu.
  2. Select the “Pay automatically at regular intervals (automatic)” radial button. When you complete all required information, select the Save changes button.

When you set up a recurring payment for the first time, you may want to schedule only a couple of payments at first, in case you want to change any payment options.


Changing Pending One-Time or Recurring Payments

Bill Pay gives you the flexibility to change any setting you've made with a Single or Recurring payment. With this feature, you can:

  • Change the transmit date.
  • Change the payment amount.
  • Cancel/delete a one-time payment.
  • Cancel/delete recurring payments.
To make a change to a Single or Recurring payment, select the "Edit" link to the right of the Pending Payment.

Making Mobile Payments

Mobile banking makes bill payment even more convenient! Do all of the following from your mobile phone:

  • See your pending payments.
  • View all recently completed payments.
  • Schedule one-time payments.
Please note that there are Bill Pay activities you CANNOT complete through mobile banking, including adding or editing payees, scheduling recurring payments, or managing e-Bills.

Adding / Removing my "Pay From" Checking Account

You can add or remove any checking account you use to fund your bill payments at any time:

  1. Click on the Customer Service tab and select Customize Your Accounts while in e-Bankoh.
  2. Add a check mark under “Use for Bill Payment” for any account you would like to appear in your “Pay From” list. Remove the check mark for any account you would like to eliminate from your “Pay From” list in Bill Pay.

Adding / Editing Alerts

You can set up automatic alerts for any of your Bill Pay payees and change them at any time:

  1. Click on the “Pay and Transfer" tab, then select "Pay bills". Select the payee, and click Set up reminder or Change reminder options in the drop down menu.
  2. You can select the frequency, day of the month, and estimated amount you would like an alert for. Provide the appropriate information and select Save.

View Payment History

The View bill payment reports link found under the “Pay and Transfer” tab provides you a top level view of your bill payment transactions by month. It includes the following information:

  1. Sent Date – the date the bill payment was sent.
  2. Paid To – the payee the bill payment was sent to.
  3. Amount
  4. Status/Confirmation – indicates the following status options for that payment: scheduled, in-process, cleared (for paper checks sent), sent, completed.
  5. Paid From – indicates which account your bill payment was made from as well as whether the payment was made by a paper check or electronically.
  6. View memo – allows you to view the information in the memo field for paper checks.
You can also create custom reports based on your own needs. Using “Create a Report,” you can create unlimited reports around the following criteria:
  1. Time Frame
  2. Payee
  3. Funding Accounts
  4. Payment Status
Save these reports for record keeping, edit as needed or delete when you’re done with them.

You can also search for specific bill payment records using the Search bill payment records link found under the “Pay and Transfer” tab. The search allows you to select from the following to create a customized report for you to save for your records:
  1. Payee – choose a specific payee, all payees and even deleted payees.
  2. Funding accounts – choose all accounts or a specific funding account.
  3. Time frame – select the time frame you wish to include.
  4. Subtotal – you have the option to subtotal the amount of bill payments.
  5. Files or Unpaid bills – you have the option to search for payments that have been already paid (filed items) or pending (unpaid bills).

Records of all the bill payments you've made are retained and are searchable.

Cancel e-Bankoh Bill Pay

You can cancel your Bill Pay service by signing on to e-Bankoh Online Banking and sending us a message via the Message Center with your request.

Just go to the Customer Service tab, select Contact Us, select Bill Payment in the subject line, and Send message requesting the service be cancelled.

Please note that deleting all your payees and scheduled bill payments will NOT cancel your bill pay service and the monthly fees will still apply. Also, all pending payments will be cancelled when your Bill Pay service ends.

 

e-Bills

What are e-Bills?

You must be signed up to receive electronic bills from your biller to set up e-Bills. Some billers may still send you a paper bill in addition to an e-bill. To determine if you can request the paper to be turned off for a particular biller, visit your biller's website.

The e-Bill option within e-Bankoh Bill Pay will present itself for all qualified billers. Should your biller qualify for e-Bills on e-Bankoh Bill Pay, you will see a “Set up: e-bill” link under your biller.

How do I set up e-Bills?

To set up e-Bills:

  1. Go to the “Pay and Transfer" tab, then select "Pay bills". Identify the payee that you would like to set up e-Bills with and select Sign up now! within the drop down menu.
  2. You will be prompted to provide the frequency you will receive your bill. This information will be used to inform you if an e-bill is NOT received within a given month.
  3. You will then need to provide the username and password needed to access your electronic bill on your biller’s Web site. Go to m.boh.com on your mobile browser. If your phone can download the app, there will be a download link to the application on your phone. Click this link to download the application. Apps are available for AndroidTM, iPhone® and iPad®.

If you update the username and password with your biller, you must also update your e-Bill username and password on e-Bankoh Bill Pay.

How do I set up autopay?

To set up autopay:

  1. Go to the “Pay and Transfer" tab, then select "Pay bills". Identify the payee that you would like to autopay and select the autopay link under your payee. Note: Your bill must already be signed-up for e-bills.
  2. Select the radial dial button for Pay automatically in response to an e-bill. You will have the option to pay the full balance, minimum amount due, or pay nothing and file the bill. You can set the payment to pay a specific number of days before the payment due date or when the e-bill arrives.

What if e-Bills does not receive my bill?

e-Bankoh Bill Pay will alert you if a recurring bill has not been delivered as expected. You will then know to contact your biller to inquire about your missing bill.

What does Bank of Hawaii do with my login information for my biller's Web site?

Bank of Hawaii safeguards the privacy and security of your personal information. Your login information is kept confidential and your password is never presented. The information will only be used to retrieve the electronic version of your bill from your biller’s Web site.

What e-Bill alerts will I receive?

e-Bills ensures you stay on top of all your bills. You will receive alerts when:

  • An e-Bill arrives.
  • An expected e-Bill does not arrive.
  • An autopayment is made.
  • Action is needed on your e-bill (e.g. specific information needs to be updated).

What is a filed bill?

You can “file” any bill that you would like to continue to receive in e-Bankoh Bill Pay but you do not want to pay.

For example, a bill with a zero balance or a bill that no longer needs to be paid. Filed bills can be viewed in your bill history but will not continue to generate alerts.

 

General Questions

When will my payee receive my payment?

Payments that are sent electronically normally take 2-4 business days, while checks may take up to 5 business days to reach your Payee. While many of your scheduled Bill Payments can be made electronically, some still need to be made by check, which requires time in the mail. Properly scheduled payments you make are backed by our Payment Guarantee.

When does the Payment Guarantee go into effect?

Your on-time bill payment is our priority. If a properly scheduled payment (a payment scheduled at least five business days in advance of the payment due date, not including grace periods) is not received by the payment due date, we will reimburse you for any penalties up to $50 per scheduled payment. For a complete list of requirements, view the e-Bankoh Consumer Agreement and Disclosure Statement.

For more information or help in resolving a payment problem, please contact our Customer Service Center at 1-888-643-3888, option 4, 2.

What do I do if my Payee has not received my payment?

If your payee has not received your payment within 5 business days of when you schedule your payment, please call our Customer Service Center at 1-888-643-3888, option 4, 2 for assistance.

What should I do if I did not authorize a bill payment?

If you receive an email confirmation for a payment you did not authorize or you see a payment within your activity you did not authorize, please call our Customer Service Center at 1-888-643-3888, option 4, 2 as soon as possible.