Business eBanking Common Questions

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Top Common Questions:

 

eBanking "How to" Demos:

 

eBanking Common Questions:

  • How do I log in for the first time?
  • Watch the first-time log in video in our video library or follow these steps:
    • Download the ASB Hawaii Mobile App to login
    • Enter your current Login ID and Password and click on “log in”
    • Select the delivery method to receive your Secure Access Code (text or phone call)
    • Enter your six digit Secure Access Code
    • Register your device. Only register a device that you own and trust. If you register your device you will not have to request a new Secure Access Code when you use that device in the future.
    • Review and accept the eBanking agreement
    • A profile screen will appear for your review. You will be required to enter your mobile phone number and email address to complete your first time enrollment. If you have any other changes you will be able to after logging in to eBanking under Settings > Manage Contact Info.
    • Change your password
    • Congratulations! You are now logged into eBanking. Double check that your account information is correct and that your preset transfers or payments are scheduled.
  • Why is my phone number required to log in?
    • An enhanced security feature called “Secured Access Code” is required to access your accounts via eBanking for the first time from any new device. This code is delivered to you via mobile text message or phone call. If do not have your correct information we will not be able to send you your secure access code.
    • If you do not have a U.S. phone number please contact us at (808) 627-6900 or toll-free at (800) 272-2566 and we will give you a Secure Access Code.
  • What if I forgot my current Login ID and/or Password?
    • If you forgot your Login ID, please contact us at (808) 627-6900 or toll-free at (800) 272-2566.
    • If you forgot your password:
      • Select the “Forgot Your Password” link in the eBanking log in.
      • Enter your Login ID, press the Submit button
      • Request a Secure Access Code to be sent via text or phone call
      • Set your new Password
  • How do I login to mobile banking?
    • To access mobile banking, you will need to download the ASB Hawaii Mobile App from the Apple App Store or from Android Google Play.
      Once the app is downloaded you can use your Login ID and Password to access eBanking.
    • If you are not an existing online or mobile eBanking user you will need to enroll by clicking the “Enroll” link at asbhawaii.com or in the mobile app.
Android Customers - Experiencing Issues with installing the mobile app (Unknown Error)
  1. Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update.
  2. Uninstall the ASB Mobile App
  3. Restart your phone or tablet
  4. Download the ASB Mobile app from the Google Play Store
  • How do I enable touch ID®?
    • Touch ID® is available for iPhone® 5s or higher, iPad ProTM, iPad Air® 2, or iPadTM mini 3 or higher
    • To enable touch ID®:
      • Log in to the ASB Hawaii Mobile App
      • Click on Menu
      • Click on Settings
      • Click on Security Preferences
      • Touch ID – Turn “On”
      • For your security, you will be asked to re-enter your Login ID and Password
      • When the Touch ID pop up appears, touch your finger on the home button
    • To login with touch ID:
      • Once touch ID is enabled, you will see a fingerprint when you click on the app
      • Tap the fingerprint in the middle of the screen
      • When the “Touch ID for ASB Hawaii” pop-up appears, apply your thumbprint to the home button of your phone.
      • You can also click “Standard Login” to enter your user ID and password to login.
  • Why do I have to enter a Secure Access Code every time I log in?
    • When you enter your Secure Access Code, we will ask if you would like to trust this device.
      • If you select “trust this device” then you no longer need a Secure Access Code for that device. We recommend selecting this option for your personal devices including your computer, laptop, tablet, and mobile phone.
      • If you do not select this option then you will be required to obtain and enter a Secure Access Code each time you login.
  • How do I find my way through the eBanking system?
    • The ASB eBanking platform is organized into 3 main sections:
      • Transactions to transfer money, pay bills, and deposit checks
      • Services to view statements, order checks, and stop payments
      • Settings to update your contact info, account preferences, alerts, text enrollment, themes, and security settings including login ID, password, Secure Access Code delivery, and touch ID.
        • TRANSACTIONS:
          transactions screenshot
        • SERVICES:
          services screenshot
        • SETTINGS:
          settings screenshot
  • Do I need to download a mobile and/or tablet app?
    • To access mobile banking, you will need to download the ASB Hawaii Mobile App from the App Store or Google Play.
      • Your Apple phone or table must be using Apple iOS 8 or higher. To update your Apple phone or table's operating system go to Settings > General > Software Update.
      • Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update.
    • Once the app is downloaded you can use your Login ID and Password to access eBanking.
    • If you are not an existing online or mobile eBanking user you will need to enroll by clicking the “Enroll’ link at asbhawaii.com or in the mobile app.

 

  • Do I need to update my browser version?
    • Yes, make sure you're using the most updated versions of your web browser and operating system. Microsoft Internet Explorer® 8 or earlier and Microsoft Windows XP are not supported.​
      • Your Apple phone or table must be using Apple iOS 8 or higher. To update your Apple phone or table's operating system go to Settings > General > Software Update.
      • Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update.

Browser Requirements:

 

  • What is a Secure Access Code?
    • Our Secure Access Code ensures only authorized individuals can access their financial information within our online services, providing you an extra layer of security. This authentication process includes the use of a six-digit single-use security code sent to you by either phone or text message.
  • Who do I call for help?
    • For assistance please contact us at (808) 627-6900 or toll-free at (800) 272-2566.

Enrollment & Set Up

  • Do I have to enroll in online banking before I can access mobile banking?
    • No, you can now enroll in eBanking through your mobile device by downloading the ASB Hawaii eBanking app and clicking the Enroll link.  Once the enrollment process has been completed you can use the same Login ID to access your accounts via mobile and/or online.
  • How do I find the mobile app in the Apple App Store or Google Play?
    • To find our app, search using the terms "ASB Hawaii Mobile" or "American Savings Bank Hawaii".
  • How do I login to mobile banking?
    • To access mobile banking, you will need to download the ASB Hawaii Mobile app from the Apple App Store or from Android Google Play.
      • Your Apple phone or table must be using Apple iOS 8 or higher. To update your Apple phone or table's operating system go to Settings > General > Software Update.
      • Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update.
    • Once the app is downloaded you can use your Login ID and Password to access eBanking.
    • If you are not an existing online or mobile eBanking user you will need to enroll by clicking the “Enroll” link at asbhawaii.com or in the mobile app.
  • How do I enroll in text banking?
    • Login to eBanking
    • Select "Settings", "Text Enrollment"
    • Slide button "On" to enable Text Banking.
    • Under "Settings," choose "Account Preferences" and click "Text" button.
    • For each account, enter your account nickname (six digit name) and viewing order (1, 2, 3) and click the "Enabled" check box.
    • Click "Submit" button.
    • Once the above steps are complete, text us at 226563 and then enter LIST to receive list of commands.
      • Message and data rates may apply.
    • Other Text Banking commands:
      • BAL - Requests account balance
      • HIST - Requests account history
      • XFER - Transfer funds between accounts
      • LIST - Receive a full list of available text command codes
      • HELP - Receive information on how to contact us for help with text banking
      • STOP - Stops all text messages to your mobile device
  • What is the text banking short code?
    • 226563
  • How do I set up new alerts?
    • Click on Settings
    • Click on the Alerts tab
    • Click the Alert drop-down button. Choose the kind of alert that you wish to create from the drop-down
    • Follow the select fields (Account, Field, Comparison, Amount, Delivery Method, and Frequency)
    • Save when finished
  • What alerts are available?
    • Account, History, Transaction, and Security Alerts
  • How do I hide an account?
    • You cannot hide an account.  You are able to order the accounts based on your priority.
  • How do I add or delete an account?
    • To add or delete an account please contact the Customer Banking Center via secure message in eBanking.
  • ​How do I add or manage users?

Mobile

  • Android Customers - Experiencing Issues with installing the mobile app (Unknown Error) - How do I download the ASB Mobile App from the Google Play Store?
    • Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update.
    • Uninstall the ASB Mobile App
    • Restart your phone or tablet
    • Download the ASB Mobile app from the Google Play Store
  • How do I login to mobile banking?
    • To access mobile banking, you will need to download the ASB Hawaii Mobile App from the Apple App Store or from Android Google Play.
      Once the app is downloaded you can use your Login ID and Password to access eBanking.
    • If you are not an existing online or mobile eBanking user you will need to enroll by clicking the “Enroll” link at asbhawaii.com or in the mobile app.
  • How to find the App on the Google Play store
    • To find the ASB eBanking app, search:
      • ASB Hawaii Mobile
      • America Savings Hawaii
  • What is the limit for mobile check deposit?
    • The limit is $3000 per day and $6000 per week for personal accounts.

Security

  • How do I set up touch ID® on my device?
    • Touch ID® is available for iPhone® 5s or higher, iPad ProTM, iPad Air® 2, or iPadTM mini 3 or higher
    • To enable Touch ID® on your device:
      • Go to Settings and select ‘Touch ID & Passcode’
      • Select ‘Add a Fingerprint’ and follow instructions on the screen.
      • Once completed, you will need to set a passcode. This will not be necessary if a passcode has already been set. 
      • Once completed, you should now see a ‘Finger <number>’ under fingerprints
  • Should I register my device?
    • If you are using a private computer or mobile device you will use regularly to access eBbanking, you may want to "register" your device.
    • However, if you are using a computer or mobile device you do not use regularly, we recommend for your security that you "do not register" your device.
    • If you do not register your device, you will be required to enter a secure access code every time you login.
secure access code screenshot 2
  • Note: To maintain your device registration, your browser must be configured to accept and retain cookies from ASB. If your device is set up to regularly deletes cookies or has an automated program that does so, you will be prompted to register your device after that deletion occurs.
    • To help with cookies and registering your device, see question and answer for enabling cookies for your browser.
  • How do I change my secure access code delivery destination?
    • Login to eBanking, select Settings, Security Preferences, Secure Delivery
    • Click "Edit" and enter the new phone or text number, and then click "Save".
    • OR Click "New Phone Number" or "New Text Number" to create a new contact number, enter the contact number, and then click "Save". Must be a United States phone number.
    • It is important that we have your correct mobile phone or home phone number on file so you can receive Secure Access Codes when logging in from an unregistered device or in the event that you need to reset your password.
  • I have been locked out of the system due to entering the wrong Login ID or Password too many times. How do I unlock my account?
    • If you have locked your account due to several unsuccessful login attempts, for your security you are required to contact us at (808) 627-6900 or toll-free at (800) 272-2566 and press 0 for eBanking Help to unlock your account.

 

​Cookies

  • How do I set up the Google ChromeTM browser to accept cookies?
    • To maintain your ASB eBanking device registration (and not have to obtain and enter a Secure Access Code every time you login), your browser must be configured to accept and retain cookies from American Savings Bank. You can do this two ways:
    • Accept cookies only from ASB
      • Click the Menu (three lines) icon at the top right corner of the browser.
      • Select Settings from the drop-down menu.
      • Scroll to the bottom of the page and click Show advanced settings.
      • In the Privacy section, click Content settings.
      • In the Cookies section, select Block sites from setting any data, then click Manage exceptions.
      • In the Hostname Pattern field, type [*.]asbhawaii.com and select Behavior type Allow.
      • Click Done on the Cookie and Site Data Exceptions window, and Doneon the Content Settings window.
    • Accept cookies from any website
      • Click the Menu (three lines) icon at the top right corner of the browser.
      • Select Settings from the drop-down menu.
      • Scroll to the bottom of the page and click Show advanced settings.
      • In the Privacy section, click Content settings.
      • In the Cookies section, select Allow local data to be set.
      • Click Done on the Cookie and Site Data Exceptions window, and Done on the Content Settings window.
    • Congratulations! Chrome will now accept cookies. You can register your device!
  • ​How do I set up the Microsoft Internet Explorer® browser to accept cookies?
    • To maintain your ASB eBanking device registration (and not have to obtain and enter a Secure Access Code every time you login), your browser must be configured to accept and retain cookies from American Savings Bank. You can do this two ways:
    • Accept Cookies only from ASB
      • Click the Tools (gear) icon at the top right corner of the browser.
      • Select Internet options from the drop-down menu.
      • In the Privacy tab, click Sites.
      • In the Address of Website field, type www.asbhawaii.com, then click Allow.
      • Click OK on the Per Site Privacy Actions window and OK on the Internet Options window.
    • Accept cookies from any website
      • Click the Tools (gear) icon at the top right corner of the browser.
      • Select Internet options from the drop-down menu.
      • In the Privacy tab, drag the slider on the right to the bottom, until the description reads Accept All Cookies.
      • Click OK on the Internet Optionswindow.
    • Congratulations! Microsoft Internet Explorer® will now accept cookies. You can register your device!
  • ​How do I set up the Mozilla Firefox® browser to Accept Cookies?
    • To maintain your ASB eBanking device registration (and not have to obtain and enter a Secure Access Code every time you login), your browser must be configured to accept and retain cookies from American Savings Bank. You can do this two ways:
    • Accept cookies only from ASB
      • Click the Menu (three lines) icon at the top right corner of the browser.
      • Select Options from the drop-down menu.
      • In the Privacy tab, select Use custom settings for history from the Firefox drop-down menu.
      • Make sure Accept cookies from sites is unchecked, then click Exceptions.
      • In the Address of Website field, type www.asbhawaii.com, then click Allow.
      • Click Close on the Exceptions window and OK on the Options window.
    • Accept cookies from any website
      • Click the Menu (three lines) icon at the top right corner of the browser.
      • Select Options from the drop-down menu
      • In the Privacy tab, select Use custom settings for history from the Firefox drop-down menu.
      • Check Accept cookies from sites.
      • Click Close on the Exceptions window and OK on the Options window.
    • Congratulations! Mozilla Firefox® will now accept cookies. You can register your device!
  • How do I set up Safari® to Accept Cookies?
    • To maintain your ASB eBanking device registration (and not have to obtain and enter a Secure Access Code every time you login), your browser must be configured to accept and retain cookies from American Savings Bank.
    • Note: Safari does not provide a way for you to select only certain websites from which to receive cookies.
    • Accept cookies from any website
      • On the toolbar at the top of the screen, click Safari and select Preferences from the drop-down menu.
      • Click the Privacy tab and select one of the following options from the Cookies and Website Data section:
        1. Always allow: Accepts cookies from all websites, third-parties, and advertisers.
        2. Allow from websites I visit: Accepts cookies from the websites you visit, as well as limited third-party cookies.
        3. Allow from current website only: Accepts cookies only from the websites you visit; no third-party cookies at all.
      • Click the Close button to save your settings and exit the Preferences window.
    • Congratulations! Safari® will now accept cookies. You can register your device!
  • ​What is a cookie?
    • A computer cookie is a small text file placed on your hard drive by a web server. Cookies help personalize your experience when you use websites. They do this by recording that you’ve visited the website that gave you the cookie, as well as data about what you did while you were there. When you visit again, the site can use the cookie to “remember” you’ve been there before and some of what you did. One common example of a website using a cookie to “remember” your activity is an online shopping cart that holds your items while you continue to shop.
  • What do cookies have to do with my bank account?
    • If you have a private computer or mobile device you will use regularly to access eBanking, you may want to "register your device." This tells our system to remember the device and browser you're using so we can securely identify you.
    • To maintain your device registration (and not have to obtain and enter a Secured Access Code (SAC) with each login), your browser must be configured to accept and retain cookies from American Savings Bank. If your device is set up to regularly delete cookies or has an automated program that does so, you’ll be prompted to register your device after that deletion occurs. You also may be prompted to register your device again if you upgrade your operating system or browser.
  • Aren’t cookies a kind of spyware?
    • No, cookies aren’t spyware or viruses. They are also not a program, nor can they run programs. Although disreputable websites can use cookies to track your activity on the web, ASB only uses cookies for specific purposes that help customize your experience on our website.
  • How does ASB use cookies?
    • ASB uses cookies to personalize your experience on our website. For example, we use cookies to display information about events happening near you based on the closest branch to you. We also use cookies to maintain your eBanking session when you’ve logged in.
    • We use cookies to remember that your particular device and browser are registered with our website, and that you can login with that device and browser combination without needing to enter a single-use Secure Access Code.
  • Does ASB use cookies to track my banking activity?
    • No. Our cookies do not track your banking activity, nor do they collect any of your personally identifiable information. Please see American Savings Bank’s Privacy Policy for our policy regarding the privacy of consumer financial banking services.
    • Like many other websites, we employ Google Analytics to collect non-personally identifiable information when available (such as age, gender and interests). These third-party sources provide us an information summary that is statistical in nature and cannot be tracked to an individual. We use this information to gauge the impact of website changes and improve our website. However, we do not facilitate the merging of your personally identifiable information with the non-personally identifiable information we collect. Google’s ability to use and share information collected by Google Analytics about your visits to this site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy. You can prevent Google Analytics from recognizing you on return visits to this site by disabling third-party cookies on your browser.
  • Do I have to accept cookies?
    • You can accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies.
    • If you reject all cookies by changing your browser settings, you should be aware that this will disable some of the functionality of our website and will prevent you from registering your device and browser with our online services. If you want to block most cookies while still accepting cookies from ASB, you can set up an exception in your browser. There are instructions in the Common Questions for how to accept cookies for each browser.
  • What if I have a program that automatically deletes my cookies?
    • There are many different programs that automatically delete your cookies. If you’re running this kind of program, you’ll need to set it to either accept cookies or to accept cookies only from ASB. The best way to learn how to do this is by looking at the help files for that program.
  • What if I don’t want to use cookies on my computer?
    • If you don’t want websites to remember that you’ve visited, you can delete the cookies from your Internet browser. (Your browser’s help files will have step-by-step guidance on how to do this.) Once the information (cookie) is gone, the website has no way of remembering your visit. Deleting cookies, or not accepting them in the first place, can be useful if you’re concerned about the kind of information a website is requesting. If you do not accept cookies you will need to get a new secure access code each time you login to American Savings Bank’s eBanking.

​ACH

  • What Tips will help with ACH processing?
    • All ACH files must be transmitted by 10:00am Hawaii Standard Time two business days prior to settlement date (the day the transaction is scheduled to reach the receiving bank). 
    • ACH Limits are placed on the account level. If you attempt to send an over-limit file you will receive an error message and the system will not allow the file to be submitted. Be sure to monitor your account limits and notify us at least 24 hours prior if you anticipate needing additional limit. This is to allow ASB time to go into the system to update the limit to allow your file to process. 
    • The only acceptable SEC codes that may be originated are PPD, CCD and CCD+. Transactions can be sent only to financial institutions within the US Jurisdiction.
    • Physical Tokens or the VIP Token App will be required for anyone entitled to “approve/submit” ACH transactions.
    • Our Product Specialists are available to answer any questions or assist you with your initial navigation through the module and they can be reached at 539-7894. 
    • You will receive an ACH calendar indicating non processing days, which are weekends and Federal holidays. 
    • We will also be sending you a CD containing the ACH Rules. As an ACH originator you are responsible for knowing the applicable Rules. 
  • What Tips or Resources are available to assist customers in establishing ACH Fraud Prevention measures?
    • ACH transactions should be initiated from a dedicated computer, preferably a computer only used for your online banking. It is recommended that the computer be shut down at the end of the day rather than simply logging off. Utilization of scanning software to protect the integrity of your computer and programs is strongly urged.
    • Never perform online banking from a public computer.
    • eBanking Business Internet offers levels of security that should be employed to mitigate risk.    Each User has his/her own User Name and Password and these should be kept confidential.  Passwords should be changed regularly. Tokens and Dual controls are also additional levels of security. Employing IP Lockdown by your Users is strongly recommended.
    • Each User is required to register their computer; if logging in from an unregistered computer, the User will be forced to follow additional security measures. 
    • For initiation of online Transfers, ACH customers are strongly urged to utilize multi level entitlement to ensure that moving funds requires approvals from at least two individuals at the company level. 
    • There are also Alerts that can be set up to further ensure the integrity of the Users and transactions. 
    • Performing audits of ACH transactions is strongly recommended.
    • Logging into your account daily to monitor transactions is highly recommended. If at any time you suspect that you are the victim of fraud or attempted fraud with regard to your online banking, you should contact American Savings Bank immediately.