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ASB Hawaii Online FAQ's

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Getting Started with American Savings Bank Online

Basic Features of ASB Hawaii Online

Bill Pay Service

Popmoney® Service

Security & Browser Information


Getting Started with ASB Hawaii Online


Q: What is ASB Hawaii Online?

A: ASB Hawaii Online is an easy, secure way to access your American Savings Bank account information. With ASB Hawaii Online, you can check your account balances, see transaction activity, transfer funds between accounts, all day, any day.

ASB Hawaii Online Benefits

  • Access information on all of your American Savings Bank accounts including: checking, savings, mortgage, and loan accounts 
  • Review 24 months of transactin history on deposit accounts
  • View, print, and save e-statements
  • View, print, and save images of the front and back of your paid checks
  • Transfer funds between certain deposit and line of credit accounts (transfers aren't permitted for CDs or between loan accounts)
  • Transfer funds between your ASB Hawaii Online accounts and your accounts with other financial institutions. (fees may apply, personal accounts only)
  • Reorder and place a "Stop-Payment" on your checks (fees applies)
  • Set up alerts to keep you informed of your account activity
  • Access financial reports (transaction by category, payee, cash flow, tax report, and reconciliation report)

Optional Services

  • Online Bill Pay - Pay bills online, day or night (fees may apply)
    • Make a single or recurring payment to anyone with a U.S. address
    • Schedule same day bill pay to participating billers using FastPay ($10.00 fee applies)
    • Schedule payments up to 365 days in advance
    • Review, change and cancel payments
  • Popmoney - Pay People with Popmoney, a service to pay anyone in the United States using their email address, mobile phone number, or a bank account and routing number.  Personal accounts only.

Q: How do I enroll?

A: It’s simple! Enroll now by following the easy step-by-step instructions. You’ll need your most recent bank statement for at least one of your American Savings Bank deposit accounts or your debit or credit card number to enroll.

If you are a Business, you must fill out, sign and return our ASB Hawaii Online Business Set Up Form.

Q: What type of personal accounts can I access?

A: You can access all of your American Savings Bank personal deposit accounts (checking, savings, money market, and CDs), mortgages, and personal loans.

Q: What type of business accounts can I access as a sole proprietor?

A: You may have access to all accounts related to the business including deposit accounts (checking, savings, money market, and CDs), and eligible business loan accounts and lines of credit.

Q: How do I get my Username and Password?

You’ll create your own Username and Password as part of the enrollment process. Your Username and Password can be changed at any time. Go to the “Self Service” tab in ASB Hawaii Online and choose “Change Username/Password.” For your security, you should change your password every 90 days.  A temporary Business username and password will be created for you.

Your Username:

  • Must be between 8 and 32 characters long
  • Should contain at least 2 alpha and 2 numeric characters
  • Cannot contain special characters such as “*” or “%”
  • Cannot be the same as your Password

Your Password

  • Must be between 6 and 32 characters long
  • Must contain at least 1 alpha and 1 numeric character
  • Cannot contain special characters such as  “*” or “%”
  • Cannot be the same as your Username

Q: What happens if I've forgotten my Username and/or Password?

A: For assistance with your Username, contact our Customer Banking Center at 627-6900 (Oahu) or 800-272-2566 (Neighbor Islands and Mainland) and select the online banking option.

Passwords can be reset in ASB Hawaii Online. When enrolling, you will be asked to select Forgotten Password security questions about yourself. We’ll use these questions – and their answers – to help identify you before resetting your password.

If you enter an incorrect Password or Username, you’ll be directed to the "Password Reset" page. If you've forgotten your password, click the "Forgot your password?" link, and you’ll be prompted to answer your security questions. Once that's done, you’ll be able to reset your password.

Q: Who do I contact if I need assistance?

A: Our Customer Banking Center representatives are available 24 hours a day, 7 days a week to help you. Just call 627-6900 (Oahu) or 800-272-2566 (Neighbor Islands or Mainland) and select the online banking option from the menu. Once you’re enrolled in ASB Hawaii Online, you'll be able to contact us via the secure ASB Hawaii Online Message Center.

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Basics Features of ASB Hawaii Online


Q: How long will my activity be available?

A: You can retrieve up to 24 months of deposit and loan transactions.

Q: Can I pay bills online?

A: Yes, with Online Bill Pay it’s easy. To enroll, go to ASB Hawaii Online, select the "Bill Pay" tab, and follow the enrollment instructions.

Q: What is an alert?

A: Alerts are another way ASB Hawaii Online helps you manage your money. Alerts are sent via email and can notify you when your account balance reaches an amount, you choose, when your CD is about to mature, when a transfer or deposit was successful, and more.

To set up an alert, select "Add Alert" under the "Alerts" tab and follow the set-up instructions.

Q: How do I export my transactions?

A: To download to Microsoft Money/Intuit Quicken:

  • Select the "Accounts" tab
  • Choose "Download" from the menu
  • Select the desired account
  • Select the desired "From" and "To" dates
  • Choose your file format: Money (OFX), Intuit Quicken (QFX), or comma separated value (CSV)

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Bill Pay Service


Q: What can I do with Online Bill Pay?

A: With Online Bill Pay, you can set up automatic payments for recurring bills of the same amount – such as a monthly cable bill. Make payments for different amounts at different times – such as a phone or utility bill. Schedule a same day bill payment for participating billers (there is a fee for this service). You can review upcoming scheduled payments and make changes to payments.

Q: How do I get started with Online Bill Pay?

A: Getting started is easy. Sign in to ASB Hawaii Online and go to the "Bill Pay" tab for directions.

Q: How much does Online Bill Pay cost?

A: Kalo Simple, Kalo Plus, Kalo Deluxe, Biz Simple, Biz Plus, and Biz Deluxe customers are able to enjoy online bill pay at no additional cost.

Q: How are my bills actually paid?

A: Our Online Bill Pay service determines if your payee will accept your payment electronically or if a check needs to be sent. Once the payment is sent, the funds are deducted from your checking account. Usually, the funds are deducted from your account the same day the payment is made.

Bill payments are transmitted Monday through Friday (except Federal holidays), so please plan ahead, and remember to make time for weekends and holidays.

Q: Is it important to keep American Savings Bank updated if my email address changes? How do I notify the bank of the change?

A: Yes, it's very important. Email is the best way for us to keep you updated on electronic payments, news, and more. You can easily notify us of a change in your email address through ASB Hawaii Online. Simply click on the "Self Service" tab and choose "Change Email Address".

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Q: How does Popmoney® work?

A: Use Popmoney to send money to anyone in the United States with just the person's email address, mobile phone number or bank routing and account number. The email address or phone number uniquely identifies the person in Popmoney and is used to notify the recipient of your payment. Always verify email addresses and phone numbers with payees before transacting.

If the person is already registered in Popmoney, the payment is directly deposited into the person's account. Payments must be sent to and received by a domestic (U.S.) checking account only. If the person hasn't registered, he/she will receive an invitation that explains how to register for the service and get the money you sent. Popmoney Standard Delivery method is free (payment is delivered in three business days) . Next business day Express Delivery is $3.00 per payment.

You can request payment from an individual or group of people using Request Money. Request Money is $2.50 per person, per request.  

Not applicable for Business accounts.

Q: How do I sign up and send money?

A: To access Popmoney:

  • Sign into ASB Online, click “Transfers”, then  the “Pay other People” tab
  • In the "Send Money" section, select the person to whom you want to send money.
  • If you've sent money through Popmoney to this person before, he/she will be in your contact list and the email address or mobile number will be automatically entered for you.
  • If you are sending money to a person for the first time through Popmoney, enter his/her information. (This person will be in your contact list the next time you send him/her money.)
  • Money sent to a person using their bank routing and account number number will be directly deposited into their account.
  • Enter the amount you want to send ($5.00 minimum).
  • Include a message (optional), such as "Thanks for dinner." You can customize your email by selecting one of our unique designs for only $0.99.
  • Click "Continue".
  • Review the payment details and click "Send Payment".
  • The recipient will receive notification (either email or text message) of your payment.

If payment is still in a “pending” status, you can cancel it within the “Activity” tab.  Or, contact our Customer Banking Center for assistance.

Q: How much money can I send?

A: Each customer is allowed specific spending limits. The maximum amount you can send can be accessed by clicking the (?) button next to the "Amount" field. This amount is reduced each time you send a payment and then reset on a rolling 7-day period. For example, if your maximum amount is $1,000 and you send $100 to someone, your maximum amount changes to $900. When your maximum amount reaches $0, you cannot send money until it resets.

Q: What happens to unclaimed money?

A: If the money goes unclaimed, an alert will be sent to you to let you know that the payment has expired. Senders will also receive a “Payment Expiration” message if the recipient’s account is closed and Popmoney can’t process the payment.

Q: Is there support for all wireless carriers?

A: Not all mobile carriers support receiving Popmoney text messages. If you send money to a person with a mobile number at an unsupported carrier, he/she will not receive a notification of the payment. Recipients registered with Popmoney, however, still receive the money. If the recipient's wireless carrier is not listed, you can send money to an email address instead.

Please note that payees must have internet access to collect funds.

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Security & Browser Information

Q: How does ASB Online security work?

A: Security has always been a top priority for American Savings Bank. With ASB Hawaii Online, you can bank safely and confidently. All of your transactions are encrypted to protect against interception.

Q: How can I be sure that the information that I'm providing is kept private?

A: Reputable websites like ours have a clear personal information policy that you should always read. Some sites require personal information as a part of the registration process. As a general rule, you should not provide information that you would normally not share with the institution.

American Savings Bank follows strict guidelines regarding the client confidentiality. How we collect information and how we use it can be found at Your Personal Information.

Be sure that you are visiting a legitimate website. Do not respond to or enter information in emails or linked websites that ask you to provide confidential information, like your card number and PIN. American Savings Bank does not request personal or confidential information from customers by email.

Q: What is a cookie?

A: A cookie is a piece of data that’s passed to your browser. ASB Hawaii Online uses cookies inside the secure banking environment to keep track of your session data. Essentially, a cookie tells our system that you've logged on as a valid user. Without this cookie data, you would have to log on every time you wanted to move to another banking screen. When you click the "Sign Out" button to leave the website, the cookie data is removed from your computer.

Q: What can I do to keep my information secure?

  • Read and understand all agreements before signing or "clicking" your approval.
  • Download and save or print hard copies of all agreements, transactions, receipts and confirmations.
  • Choose your passwords carefully and use a combination of numbers and upper and lower case letters. We recommend that you change your password every 90 days.
  • Don’t share your password or Personal Identification Number (PIN) with anyone; it should not be written on or carried with your ATM or debit cards, or stored near your computer.
  • Never give personal Information (such as your Social Security number, deposit account number, password, or a PIN) to someone who contacts you as part of an uninvited solicitation.

Q: How can I tell if I have a secured connection to ASB Hawaii Online?

A: Most browsers show a specific symbol to indicate a secure connection. These representations vary from browser to browser. In addition, secure website addresses, such as asbhawaii.com, have a prefix of https://. The "s" indicates a secure website.

Microsoft Internet Explorer — An image of a lock will appear in the bottom status bar of the browser to indicate a secured connection.

Mozilla Firefox - The Site Identity button is located in the far left of the address bar. A blue or green Site Identity button indicates a secure connection.

Macintosh Safari - An image of a lock will appear in the top right corner of the toolbar to indicate a secure connection.

Q: What do I do if I receive the message: "Server is busy or is not responding"?

A: Check the location box and make sure that the address is correct. Or, click the "Refresh" button at the top of your browser window. If you continue to experience difficulties signing in, please call our Customer Banking Center at 627-6900 (Oahu) 800-272-2566 (Neighbor Islands and Mainland) and select the Online Banking option from the menu.

Q: What are the ASB Online browser requirements?

A: Online Banking has been optimized to run on a platform that meets the following minimum system requirements:

PC Users

  • Windows XP – IE 6.0, IE 7.0, FireFox 3.0
  • Windows Vista – IE 7.0, FireFox 3.0
  • Windows 7 - IE 7.0, Firefox 3.0

Mac Users

  • OSX 10.5 – Safari 4.0

Note:

  • Javascript is required
  • Cookies are required
  • Screen Resolution of 800x600 minimum

Q: Why was I was taken to the log on screen when trying to go to a previous page?

A: If you’re using your browser’s Back button to navigate, you may find yourself logged out of ASB Hawaii Online. For security reasons, some pages expire automatically. If you use the navigation toolbar found on the left of your screen, you should not encounter this problem.

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