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Customer Service

Mobile Banking

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Sign On

Effective June 22, 2013, Bank of Hawaii is changing the e-Bankoh Mobile Banking sign on process to provide stronger security for your account information. For more detail about what changes you can expect, please click here.

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General

Mobile Browser and Apps

Text Banking

Mobile Bill Pay

Troubleshooting

 

Sign On

How Do I Sign On to e-Bankoh Mobile Banking?

When accessing Mobile Banking from your mobile browser:

1. Visit m.boh.com and select the region your accounts are based in - Hawaii/American Samoa or Guam/Saipan/Palau
2. Enter your User ID and Password before clicking "Continue"
3. If prompted, answer the security questions displayed on the screen

When accessing Mobile Banking from the downloadable app:

1. Click on the Bank of Hawaii app icon (Hawaii/American Samoa icon has a blue background; Guam/Saipan/Palau icon has a white background)
2. Enter your User ID and Password before clicking "Continue"
3. If prompted, answer the security questions displayed on the screen.  

Why am I being asked to answer security questions while signing on?

As part of our security process, you may be required to "authenticate" your access to Mobile Banking. You can complete this validation step by answering the security questions presented.

Will the security questions present every time I sign on to Mobile Banking?

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.

I have been unable to correctly answer the security questions required for Mobile Banking and am now locked out. What do I do now?

Excessive unsuccessful attempts to answer the security questions will result in a temporary lock-out of e-Bankoh Mobile banking. You will be able to try the security questions again after 24-hours. We are unable to manually override this security configuration.

You may either sign on to your e-Bankoh account from a PC, or call our Customer Service Center for assistance.

General Questions

How much does this service cost?

There is currently no charge associated with Mobile Banking. However, there may be charges associated with text messaging and data usage on your phone and/or device. Standard data usage fees apply. Please contact your carrier for details.

For customers using Mobile Deposit, there is a service charge of $0.50 per deposit. This is waived for deposits made to Bankohana Accounts.

Is it secure?

Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN or password access, and application time-out when your device is not in use. Only devices that you personally enroll in the service can access your accounts. In addition, account data is never stored on your device. In the event your device is lost or stolen, the service can immediately be disabled by going to e-Bankoh or calling us.

I'm not enrolled for online banking. Can I still use this?

You must be an e-Bankoh customer before using mobile banking. However, you can access and use the Branch and ATM locator without an e-Bankoh account.

 

Mobile Browser and Apps

How do I install the downloadable application?

For iOS or Android download:

  • 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 and iPhone®.
  • When finished, you will be notified that the download is complete.

For iPad® download:

  • Go to the App Store and search for Bank of Hawaii. Select the iPad® app for your account region (Hawaii / American Samoa or Guam / Saipan / Palau). 
  • When finished, you will be notified that the download is complete.

How do I delete/uninstall the application?

To delete an iPhone® or iPad® application (app), press and hold one of the app icons -- it doesn't matter which one -- on screen until all the icons appear to shake. When this behavior starts, all of your third-party applications will show an "X" in the upper-left corner of the icon. You can delete an app by pressing that "X" in the upper-left corner.

There are several different ways you can delete an app from an Android device. One way is to go to the Play store, search for the Bank of Hawaii app you have already installed, then click on the "uninstall" button.  

Why am I getting an error message that my phone number cannot be enrolled?

Either the phone number is currently enrolled, or it was enrolled in the past and attempts at unenrollment were unsuccessfull. Please contact our Customer Service Center for assistance.

What if I forgot my e-Bankoh User ID or Password?

If you forgot your e-Bankoh User ID, please contact our Customer Service Center for assistance. 

If you forgot your password, you have the option to change it by accessing e-Bankoh through your computer. 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.
    • When the text message arrives, enter the code provided on your PC. The system will allow you 15 minutes to complete the process.

The Bank of Hawaii Customer Service Center recently reset my password. Why can’t I sign on through my mobile device?

We issue a temporary password that can only be used by signing on through e-Bankoh Online Banking on a computer. For security purposes, temporary passwords are not allowed on mobile devices. After your first sign on to e-Bankoh through a computer, you will be able to access mobile banking.

I recently enrolled for e-Bankoh. Why can’t I login through my mobile device?

After registering for e-Bankoh online banking, your first sign on must be through a computer to manage your security settings. All subsequent sign ons may be through a mobile device.

 

Text Banking

Why am I unable to enroll in Text Banking and receive information by dialing the toll-free number and entering a PIN?

PIN services have been discontinued. The short code service allows you to text a command to a short code (79680) and offers greater text banking capabilities. To enroll, go to the “Manage mobile banking settings” quick link in e-Bankoh.

What is Bank of Hawaii’s shortcode?

All text messages should be sent to 79680.

What is Activation?

Activation is a one-time process that helps ensure your security. After you enroll a phone, you will receive an activation code needed to begin using text banking on your device. We recommend you print your activation code and installation instructions for easy reference during installation.

I received an activation code but never used it. What do I do now?

Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, sign on to e-Bankoh then go to the Mobile Banking Center and request a new activation code.

Why don't I have the option to select my carrier at enrollment?

Your carrier may not have certified text banking with Bank of Hawaii. However, we continually add new carriers to our list, so please check back periodically.

What are the Text Banking commands?

Text banking commands allow you to retrieve account information via text message. For a list of text banking commands, please click here. You can check for additional available commands by activating your phone and sending C to 79680.

 

Mobile Bill Pay

Where do I enroll for Bill Pay?

Enroll for Bill Pay through your e-Bankoh account using a computer. Once enrolled, you will be able to access Bill Pay on your mobile device. You must be enrolled for both e-Bankoh and Bill Pay before you may use Mobile Banking and Mobile Bill Pay.

Can I add a Payee on my mobile device?

No. You must add Payees through e-Bankoh Online Banking on a computer.

How do I deactivate a Payee?

You may manage your Payees, including deactivation, by logging onto e-Bankoh online banking on a computer and accessing your list of Payees.

How do I cancel a payment on my mobile device?

To cancel a payment, select the “Payments” option from the main menu, then select “Scheduled Payments.” The system will respond with a list of payments currently scheduled and unpaid. Choose the payment you wish to cancel. The system will display the payment details. From this screen, select "Cancel Payment." You will be asked to confirm the request.

 

Troubleshooting

What happens if I get locked out of e-Bankoh Mobile?

Contact our Customer Service Center to unlock your account. In the future, if you do not remember your password, you can reset your password yourself by signing on to e-Bankoh Online Banking through your computer and selecting the "Forgot your Password? Reset it yourself" option.

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Why do I get the message “Phone Number already enrolled”?

While you can enroll multiple phones to your e-Bankoh account, each phone number must be unique to your e-Bankoh User ID. Thus, you cannot enroll a phone to multiple e-Bankoh accounts.

In some instances, an unenrolled phone number may not be able to re-enroll. In these instances, contact our Customer Service Center for assistance.

What happens if I get a new phone or change phone numbers?

If you get a new phone or change phone numbers, be sure to update your phone profile in the Mobile Banking Center on e-Bankoh Online Banking using a computer. We recommend removing your old phone and re-enrolling your new phone.

What if my device is lost or stolen?

Sign on to e-Bankoh using a computer to disable or remove your phone. Or you may contact us anytime at 888-643-3888 and we can disable your phone for you.

When using the “near me” search for branches and ATMs, I am presented with options that are not near my current location. What should I do?

Sometimes the GPS locator on your mobile device does not update with your current location. If you activate your mobile device’s map, you will be able to update your current location. Try using the “near me” search capability again, and you should be presented with more appropriate branch and ATM options.