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Customer Service

Mobile Deposit

For more information about Mobile Deposit, click here. Can't find the answer to your question? Use our Contact Us form.

 

Most Common Questions

General

Making a Deposit

Technical

Confirming Deposits

General Questions

Who is eligible for Mobile Deposit?

Customers with consumer deposit accounts domiciled in the state of Hawaii are eligible for Mobile Deposit. Accounts must also have been opened for 90 days or more, and have an average daily cycle to date balance of $250 or more.

For Business Customers and those in the Pacific Islands: Mobile Deposit will only be available to our consumer customers in Hawaii. We will continue to evaluate product offerings for business and Pacific Island clients and will notify these customers as products become available to them.

What types of checks can I deposit with Mobile Deposit?

We will accept original checks payable solely to you. You should not use Mobile Deposit to deposit remotely created checks, substitute checks, checks that are postdated or more than 6 months old, checks payable to “Cash”, as well as checks drawn on a foreign bank or payable in a foreign country.

For complete check requirements and a list of checks not permitted, please refer to the e-Bankoh Consumer Agreement and Disclosure Statement found here: https://www.boh.com/customer-service/800.asp.

Are there limits on the dollar amount and the number of deposits I can submit?

You may deposit up to $1,000 per check, up to $1,000 per day, and up to $5,000 per 20 business day period. There is no limit on the number of checks you submit provided the amounts meet the requirements above.

When do my funds become available for use?

Up to $200 of your deposit will be available for use on the next business day. Any remaining funds over $200 become available after the 4th business day. To determine if your funds are indeed available, please review your account balances in e-Bankoh Online Banking or via your Mobile App.

I just opened a new deposit account. When will I be able to make a deposit to this new account via Mobile Deposit?

Accounts opened for a minimum of 90 days and have an average daily cycle to date balance of at least $250 are eligible for Mobile Deposit.

I just enrolled in e-Bankoh Online Banking. When will I be able to use Mobile Deposit?

New e-Bankoh customers will be able to use Mobile Deposit provided their deposit accounts have been opened for a minimum of 90 days, and have an average daily cycle to date balance of at least $250.

Are you charging a fee for Mobile Deposit? Why?

Mobile Deposit is a valuable and convenient feature that many customers have been asking for. There is a nominal service charge of $0.50 per deposit. This allows us to support this service, as well as develop new services that improve your Mobile Banking experience. The service charge is waived for deposits made to Bankohana Accounts.

I was able to make a deposit a couple of weeks ago, but when I try to make a deposit today I get a message that says I have no eligible accounts. Why?

For an account to be eligible to make a Mobile Deposit it needs to have an average daily cycle to date balance of $250 or more. Please confirm your account balance and try again after your account balance meets this requirement.

Making a Deposit

Do I photograph both the front and back of my check?

Yes. During the deposit process, you will be required to photograph both the front and the back of your check.

I’ve taken the picture of my check, how do I accept the picture?

After clicking on the camera icon to take the picture, the icon will change to a check mark. If you are satisfied with the image you have taken, simply click on the check mark. If you’d like to retake the image, click on the refresh button (circular arrow) in the bottom right corner of the screen. This will allow you to retake the picture.

How do I endorse my check for Mobile Deposit?

You must sign the back of our check and add "For BOH Mobile Deposit Only" above your signature. If not endorsed properly, your check will be declined.

Can I photograph more than one check at a time?

You may only photograph one check per deposit.

What if the check image I photographed is not good enough?

If the image quality is not good enough (blurry or not centered), you will see instructions on screen to retake the image. Once quality images of both the front and the back of the check are taken, the app will allow you to complete the deposit process.

Technical

Do I need a certain type of mobile phone to use Mobile Deposit?

Mobile Deposit is only accessible via the Bank of Hawaii Mobile Banking App and is available for download on iPhone®, iPad® and AndroidTM devices. For a full list of system requirements related to Mobile Banking, please visit www.boh.com/ebankoh/system-requirements.asp.

What type of internet connectivity do I need?

Mobile devices must have an appropriate data plan that allows the transmission of data over the internet. For a full list of system requirements related to Mobile Banking, please visit www.boh.com/ebankoh/system-requirements.asp.

I see that my recent deposit appears in my transaction history in e-Bankoh Online Banking. Why did I not get any emails confirming my deposit was received or approved?

Either the email address you provided during your Mobile Deposit transaction was incorrect or your email service provider may be blocking emails from e-Bankoh-Mobile@boh.com. To verify the address entered during your last Mobile Deposit, sign on to your Mobile Banking App and click “Check Deposit”. The email address previously entered will pre-populate.

Why is the processing time to upload a check slow?

The processing speed is dependent upon your device, carrier, device memory, and current connection.

I keep getting a “Check Image Error” while trying to submit my Mobile Deposit. What should I do?

The mobile app conducts a preliminary quality review of your check. Sometimes checks with a non-standard format are interpreted as ineligible. This may include, undersized checks, oversized checks, rebate checks, some counter checks, etc. Ineligible checks may be deposited at a branch or at an ATM that accepts deposits.

It is also possible that the type of check that you are trying to deposit is not permitted for use with this service. For a full list of checks that are not permitted, please refer to the e-Bankoh Consumer Agreement and Disclosure Statement found here: https://www.boh.com/customer-service/800.asp. These checks may also be deposited at a branch or deposit-accepting ATM.

I received a “Deposit Interrupted” error message while trying to submit my Mobile Deposit. What should I do?

It is possible that your first attempt at the deposit was transmitted before the error message presented. Before attempting the deposit again, please review your list of recent deposits by signing on to your Mobile Banking App and clicking “Check Deposit”. If the item appears within this list, please do not resubmit the item for deposit. Your deposit has been submitted and you will receive a confirmation email stating that your check has been received. However, if the item does not appear on the recent list, please resubmit the item.

Confirming Deposits

How will I know if my deposit was approved and processed?

Once you submit a deposit, we will provide you an email confirmation informing you that the deposit was received. After it has been processed, you will receive a second email letting you know if the deposit was “approved” or “declined” (a declined reason will always be provided).

To determine if your funds are indeed available, please review your account balances in e-Bankoh Online Banking or via your Mobile App.

When do I destroy my check?

Once you receive confirmation that your deposit was “Approved” you may go ahead and destroy the check. Please be aware that the email confirming that your deposit was "Received" is not confirmation of "Approval." Please wait for the confirmation that your deposit was "Approved" before destroying. You can confirm approval in several ways:

  • Within the Mobile App, click “Check Deposit” and view your list of recent deposits. Under the amount of the deposit you should see a notation that the deposit was “Approved”.
  • Email confirmation will be provided informing you when a deposit was “approved and processed”.
  • The day after your deposit, you can check your transation history to confirm the deposit was processed.

How long are deposited check images available to view within the Mobile App?

Deposits made with Mobile Deposit are available to view within the Mobile Banking app for 30 days.

Why do I see some deposited items in the “Recent” list in my Mobile app, but not within my transaction history?

The “Recent” list displays all your recent deposits. Each deposit will be labeled with SUBMITTED, APPROVED, or DECLINED. Transaction history only displays Approved deposits.

My recent deposit has a status next to it. What does it mean?

Submitted means your deposit has been received and is undergoing review. Approved means your deposit has been accepted and you can destroy the original check. Declined means the deposit has been rejected. Please review the email that was sent to you for more details or you may deposit the check at any branch or deposit-accepting ATM.

I submitted more than one deposit, but only see an approval for one of them. Why?

Deposits are not always processed in the same order in which they were submitted and you may not necessarily receive approval or declination in the same order. If your deposit was made by 7:00 p.m. Central Time on a business day, you will receive notification that your deposit was approved or declined by 10:00 p.m. Central Time that day. If your deposit was made after 7:00 p.m. Central Time or on a non-business day, you will receive notification that your deposit was approved or declined by 10:00 p.m. Central Time the next business day.

My deposit was declined due to a missing endorsement, but I signed my check. Why was it declined?

Your deposit may have been declined for one or more reasons. In addition to signing the back of your check, you must add "For BOH Mobile Deposit Only" above your signature. If not endorsed properly, your check will be declined. Also, standard ink (gel or ball point pen) must be used to make the endorsement. Thick ink pens are un-readable by our system and will reflect as a missing endorsement.