 |
Online Banking FAQs for Consumers and Sole Proprietors
Getting
Started
Basic Features of Online Banking
Bill Payment Service
Security & Browser
Information
Privacy
Getting Started
What is ASBnet Online Banking?
Online Banking gives you secured Internet access to your American Savings Bank
accounts. It is a secure and convenient way to access your account balances, view transaction activity, and transfer
funds between your American Savings Bank accounts.
-
Online Banking
- FREE (no set-up fee or monthly service charge).
- Get real-time balances on your American Savings Bank deposit accounts 24 hours a day.
- View your American Savings Bank account transactions or history at your convenience.
- Manage your American Savings Bank credit card online; make payments and view your balance and activity. (Note: credit card information will appear one business day following enrollment.)
- Check your Preferred CreditLineSM, Equity PowerLineSM, mortgage and other American Savings Bank loan balances.
- Transfer funds between certain deposit and line of credit accounts. (Transfers aren't permitted for CDs.)
- Reorder checks and make stop payments as needed.
- Retrieve transaction history on certain types of deposit accounts.
- Generate financial reports (transaction by category, payee, cash flow, tax report, and reconciliation report.)
-
Optional Service
- Online Bill Payment - Pay bills online! FREE trial for the first 2 months, then monthly fees apply. ASB Free Checking, Preferred Checking (with government or payroll direct deposit) and I-PlanSM Level ii and iii customers are able to enjoy Online
Bill Payment
for FREE; click here to learn how.
- Make a single or recurring payment to anyone with a U.S. address.
- Schedule payments up to 365 days in advance.
- Review, change and cancel payments.
back to top
How easy is Online Banking to navigate?
Conveniently placed tabs and navigational tool bars are organized logically-making Online Banking an ease to navigate.
- Accounts
- Accounts overview
- Account activity
- Download banking transactions
- Manage banking transactions
- Create a banking report
- Transfer Funds
- Make a transfer
- Make a recurring transfer
- Scheduled Transfer
- Make Payments
- Bill payment enrollment (other options are available once you have enrolled for bill payment)
- Customer Service
- Account Maintenance
- Change Password
- Change User ID
- Change e-mail address
- Customize your accounts
- Update forgotten password responses
- Account Services
- Stop a Check
- View stopped checks
- Order checks
- Contact Options
- View messages
- Contact us
- View my alerts
- Add an alert
- Disclosures -- Service agreement, Privacy statement.
- Bank Home -- takes you directly to asbhawaii.com
- Sign Off -- securely disconnects your online banking session
back to top
How do I enroll?
It's quick and easy to enroll for Online Banking, simply go to asbhawaii.com,
click on the 'Enroll' link (located above the User ID and Password boxes on the left of the screen) and follow
the step-by-step instructions. To enroll, have your most recent bank statement(s) available for either a deposit
or loan account you would like to access through Online Banking.
If you are a sole proprietor, your Tax Identification Number (TIN) on the account that you are using to enroll
with must be your social security number. If you are using an Employer Identification Number (EIN) you must
enroll in our ASBnet Business Internet Banking service.
back to top
What is Secure Sign On?
Secure Sign On is an extra layer of protection that
will be used in addition to your existing UserID and Password to further protect
you and your account information from unauthorized access.
How Does Secure Sign On Help Me?
Secure Sign On helps safeguard your online information by:
- Identifying that you are on American Savings Bank's official online banking website -
A picture that you select and phrase which you create will be displayed each time you log on. When you see your picture and
phrase, you will know that you are on American's online banking website, and not a fraudulent website.
- Helping to protect you against unauthorized access of your accounts - If you or someone else attempts to
log in to your ASBnet account from a computer that has not been registered by you, access to your account information will be
restricted until confirmation questions you answered when setting up Secure Sign On are answered correctly.
To learn more about Secure Sign On and view an online video describing the service in greater detail, click here or visit http://www.asbhawaii.com/securesignon.
back to top
What type of personal accounts can I access?
At this time you are able to see all American Savings Bank personal deposit accounts
(checking, savings, money market, and CDs), credit cards, personal loan accounts and lines of credit.
back to top
What type of business accounts can I access as a sole proprietor?
Sole proprietors are able to see all business deposit accounts (checking, savings, money market, and CDs),
and eligible business loan accounts and lines of credit.
Sole proprietors that use their SSN on all their deposit and loan accounts can view these types of
accounts using Online Banking.
Note: Sole proprietors can only view and make payments to ASB
business credit cards under individual billing only.
back to top
How much does Online Banking cost?
There is no cost for standard ASBnet Online Banking services, including viewing balances, verifying if checks have cleared or deposits have posted, and transferring funds between certain American Savings Bank accounts.
You may also pay bills online with our bill payment service. There is a FREE trial for the first 2 months, then monthly fees apply. ASB Free Checking, Preferred Checking (with government or payroll direct deposit) and I-PlanSM Level ii and iii customers are able to enjoy Online Bill Payment for FREE; click here to learn how.
back to top
Where can I get more information?
Click here to view the "Demo" and learn more about how to
use Online Banking. Please note that not all functions on the demo are available with ASBnet Online Banking.
back to top
Can I create my User ID and Password?
Yes, as part of the self-enrollment process, you will be prompted to create
your own User ID and Password. You can change your User ID once thereafter. Your Password can be changed
at any time. Simply go to the "Customer Service" tab from within Online Banking then click on "Change
user ID" or "Change user password." We recommend that you change your Password every 90 days.
User ID
- Must be at least 8 characters long (maximum of 32 characters).
- Must contain at least 2 alpha and 2 numeric characters.
- Is case sensitive.
- Cannot contain "special" characters (ex. !, @, #, $, etc.) except for dash (-), period (.) and comma (,).
- Your User ID cannot be the same as your Password.
- Can only be changed once.
Password
- Must be at least 6 characters long (maximum of 32 characters).
- Must contain at least 1 alpha and 1 numeric character.
- Is case sensitive.
- Cannot contain "special" characters (ex. !, @, #, $, etc.).
- Your Password cannot be the same as your UserID.
General Tips
- Avoid using readily identifiable words or dates, or widely used information (ex. Social Security Numbers).
- Protect your password by keeping it in a safe place.
back to top
What happens if I've forgotten my User ID and/or Password?
The first time you log in to Online Banking you will be prompted to enroll in the Forgotten Password
System. It should take only a few minutes for you to answer 5 questions about yourself.
Once you have enrolled in the Forgotten Password System, if you ever forget your password, resetting it will be simple.
After entering an incorrect password or user ID, you will be directed to the "Sign-on unsuccessful" page.
Located under the "Sign on" button is the "Forgot your password?" link. Simply click on it and answer
the questions about yourself. Correctly answer the questions and you will be able to reset your password.
Customers using an America Online (AOL) browser with Win2000 will not be able to use the Forgotten Password
System through that browser. AOL users will be allowed to bypass the enrollment process and will be directed to launch
either the Internet Explorer or Netscape browser to use the Forgotten Password System. back to top
Who do I contact if I need assistance?
Our Customer Care Center Representatives are available 24 hours a day, 7 days a week to help you,
please call 1-877-285-0038. You also have the option of sending us a message online. Plus, once enrolled,
you'll be able to contact us via the Online Banking Message Center.
back to top
Basics Features of Online Banking
How long will my activity be available?
Personal customers (as well as sole proprietors with SSN used on their accounts)
will be able to retrieve 390 days of deposit transactions and 45 days of loan transactions.
back to top
How can I pay bills online?
The ASBnet Online Banking system puts the control in your hands. To enroll in online bill payment, simply log in to Online Banking, click the "Make Payments" tab, and follow the on-screen directions.
Please note that for sole proprietors, only American Savings Bank business credit cards with individual billing
will be enabled for viewing and bill payment.
back to top
Why can't I log on to ASBnet?
If you are directed to the "Sign on unsuccessful" screen it is possible that you
may have entered your User ID and/or Password incorrectly. The password is case sensitive so we recommend
that you verify that your Caps Lock button is not turned on and that you have typed the password correctly.
If you still are unable to access your account information, please call Customer Care Center at
1-877-285-0038.
back to top
When is my account information updated?
The deposit account information is "real time."
The loan information will refresh when there has been an update to the account, such as payment information.
These changes may take up to one business day to be reflected.
back to top
What is "Today's Starting Balance"?
Today's Starting Balance is the daily starting balance in your account. The previous day's
transactions are processed and the account is balanced to create the new starting balance.
back to top
What is "Available Balance"?
Available Balance is the amount of money that is available for withdrawals, including
overdraft protection on your checking account.
back to top
What is "Current Balance"?
Current Balance is the balance of your account, including all transactions that have
cleared your account through the previous night's processing and any "real time" transactions posted to your account.
back to top
What is an alert?
Alerts can be set-up to notify you when a
particular account's balance reaches a certain threshold, when your CD is about to mature, when a transfer or deposit was successful,
and more.
back to top
How do I set up an alert?
To set up an alert simply go to "Add alert" under the "Contact Options" header
in the "Customer Service" tab in Online Banking and follow the on-screen instructions.
back to top
How do I export my transactions?
To download to Intuit Quicken/MS Money:
- Select "Accounts" tab.
- Select "Download banking transactions" from the menu.
- Select the desired account.
- Select the desired "from" and "to" dates.
- You can choose between Quicken, Microsoft Money, QIF, or CSV file formats.
back to top
Bill Payment Service
How do I get started with online bill payment?
To enroll in online bill payment, simply log in to Online Banking, click the "Make Payments" tab, and follow the on-screen directions.
back to top
What can I do with online bill payment?
With bill payment, you can set up automatic payments for recurring bills of the same amount — like cable TV. Make simple payments for different amounts at different times — like the phone or utility bill. Send
money to any individual.* Review upcoming scheduled payments and make changes or edit payments.
* May be subject to limitations.
back to top
If I'm a customer of Telephone Bill Payment and I sign up for online bill payment, will my payees be
transferred?
No. You will need to set up your payees through Payee Management.
Note: You must delete all duplicate payments scheduled on Telephone Bill Payment. You should maintain each recurring payment on one
system only. If the payment is maintained on both systems, the recurring payment will be sent out twice.
back to top
How are my bills actually paid?
The payment cut-off time varies with daylight savings. If your payments are scheduled before 3:00 p.m. HST
(or 4:00 p.m. HST during daylight savings), they will be processed that same business day. However, if they
are scheduled after 3:00 p.m. HST (or 4:00 p.m. HST during daylight savings), they will be processed on
the next business day.
The Bill Payment service determines if your payee will accept your payment electronically or if a check needs to be
sent. Once this determination is made, your payment is sent and the funds are deducted from your checking account. Typically
the funds are deducted from your account two business days following the transmission.
Please remember that the transmit date is not the day your payee will receive your payment. It is the day the bill
payment process begins. The payment still must be processed and sent through the mail or ACH Debit. Bill payments are
transmitted Monday through Friday, so please plan ahead, and remember to accommodate for weekends and holidays.
back to top
What do I do if the payee says my bill payment didn't arrive or I've received a late bill notice?
If you receive a late notice, call the payee directly to ensure your payment and late notice
did not cross in the mail. If you believe an error has occurred, contact the Customer Care Center 1-877-285-0038. Please be
prepared to provide the Payees' name, address and telephone number. We will attempt to resolve the situation directly with
your Payee.
back to top
When can I delete a scheduled payment?
You may delete a single or recurring payment prior to 3:00 p.m. HST
(or 4:00 p.m. HST during daylight savings), Monday through Friday.
back to top
How do I delete a payment transaction?
To delete a payment, go to "My Bills & Scheduled Payments" and click on "Cancel"
next to the scheduled payment you would like to delete.
Note: Editing or canceling payments must be completed prior to 3:00 p.m. HST
(or 4:00 p.m. HST during daylight savings) on or before the scheduled payment date.
back to top
Is it important to keep American Savings Bank updated if my e-mail
address changes? How do I notify the bank of the change?
Yes, it's very important. E-mail is a critical way we keep you updated
on electronic payments, news, etc. And now, through Online Banking, you can easily notify us of a
change in your email address, by simply clicking on the "Customer Service" tab, then "Change Email
Address".
back to top
Security & Browser Information
How does Online Banking security work?
With ASBnet Online Banking, you can bank over the Internet safely and confidently. All of your
transactions are encrypted to protect against interception.
Security has always been a top priority with American Savings Bank. It will continue to be so by adopting new
technologies only after they've passed our unchanging business principles of confidentiality, flexibility, commitment
and stability. To have it any other way would not only endanger your finances, but in turn, our reputation, and that
is never good for business.
back to top
What is a cookie?
A cookie is a piece of data passed to your browser. Online Banking uses cookies inside
the secure banking environment to keep track of your session data. Basically a cookie tells our system that you've
logged on as a valid user. Without this cookie data, you would have to logon every time you wanted to move to another
banking screen. When you hit the "Sign Off" button to leave the bank, the cookie data is flushed from your system.
Newer browser versions have a feature that allows you to be notified when a cookie is being handed to your system.
You can disable this option in the Network Preference/Protocols settings of your browser.
back to top
What are some other security tips?
Read and understand all agreements before signing or "clicking" your approval.
Download and print hard copies of all agreements, transactions, receipts and confirmations.
Passwords should be chosen carefully and should be a combination of numbers and upper and lower case letters.
We recommend that you change your Password every 90 days.
Password and PINs should not be shared with anyone; they should not be written on or carried with your ATM or
debit cards, nor filed/stored near the computer.
Personal Information (such as your Social Security Number, deposit account number, password, or a PIN) should
not be given to someone who contacts you as part
of an uninvited solicitation.
back to top
How can I tell if I have a secured connection to Online Banking?
The visual indicators of a secured connection vary from browser to browser. The following is
a listing of the major browsers and their methods of indicating a secured connection.
Netscape Navigator — Look for an icon of a lock in the bottom of your browser screen. If it is in a locked position,
you should have a secured connection. If unlocked, you have an unsecured connection.
Microsoft Internet Explorer — A small lock will appear in the bottom bar of the browser to indicate a secured
connection. If you don't see a lock, you don't have a secured connection.
back to top
What do I do if I receive the message: "Server is busy or is not responding"?
Check the location box and make sure that the address was typed properly. You may also want to click the 'Refresh' button. If you continue to
experience difficulties logging on, please call our Customer Care Center at 1-877-285-0038.
back to top
What are the ASBnet Online Banking browser requirements?
Online Banking has been optimized to run on a platform that meets the following minimum system requirements:
| Operating System |
Microsoft®
Internet Explorer
(IE) Browser |
AOL® Browser |
Macintosh® Browser |
Firefox® Browser |
Camino® Browser |
| Windows 2000 |
6.0, 6.0 SP1* |
8.0, 9.0 SE |
|
1.0, 1.5, 2.0 |
|
| Windows XP SP2 |
7.0, 6.0, 6.0 SP1 |
8.0, 9.0 SE |
|
1.0, 1.5, 2.0 |
|
| Windows Vista |
7.0 |
9.0 SE |
|
2.0 |
|
| Mac OS X 10.2 |
|
AOL for Mac OS X |
N/A |
2.0 |
1.0 |
Mac OS X 10.3
(Panther®) |
|
AOL for Mac OS X |
SafariTM 1.2x, 1.3 |
1.0, 1.5, 2.0 |
1.0, 1.5.1 |
Mac OS X 10.4
(TigerTM) |
|
AOL for Mac OS X |
Safari 2.0** |
1.0, 1.5, 2.0 |
1.0, 1.5.1 |
*Supported for Windows 2000 SP4 only
**Supported for Mac OS X 10.4 only |
back to top
While trying to go to a previous page I was taken to the log on screen. Why?
Sometimes using your browser's back button will cause you to be logged out of Online Banking.
For security reasons some pages are automatically expired so that you cannot return to them. By using the navigation toolbar
found on the left of your screen you should not encounter this problem.
back to top
Privacy
How do I know if the information that I'm providing is kept private?
Reputable websites like asbhawaii.com have a privacy policy. Look for these policies and read them. Some sites
require personal information, as a part of the registration process. Generally, do not provide information that you would
normally not share with the institution. If you prefer to prohibit the site from sharing your personal information with
others, look for an "Opt Out" policy.
To review the American Savings Bank Privacy Policy, click here.
back to top
To keep my banking information private, what recommendations do you have?
Use the latest version of either Netscape Navigator or Microsoft Internet Explorer. Both of
these browsers are certified for use at our site.
Keep your password confidential. Change it frequently (at least every 90 days) to ensure maximum security. Do not let anyone else use it.
Never leave your computer without exiting the system first. When you are finished with your banking,
click the "Sign Off" button located in the upper right corner of the Online Banking screen.
Once you have ended your session, no further transactions can be processed until you sign on to
the system again.
back to top
|
 |
