In Hawaii

In U.S. Mainland and Canada

In Guam and Saipan

In Palau




Call toll-free, 24x7

Customer Service

Electronic Check Images (Check 21)

Can't find the answer to your question? Use our Contact Us form.


What does the “21” in Check 21 stand for?

The “21” refers to the 21st century. The official name of Check 21 is the Check Clearing for the 21st Century Act.

What happens to my original cancelled check(s)?

Original cancelled checks are destroyed once digital images of them are made. There are no requirements governing the retention of original checks.

What if I want to receive a copy of my cancelled check?

To request a copy of an item that posted to your account, including a cancelled check or substitute check, call Bankoh by Phone:

  • State of Hawaii: 1-888-643-3888 (TTY for the hearing impaired: 1-888-643-9888)
  • Guam and Saipan: 1-877-553-2424
  • American Samoa: Dial 633-2872 then 1-888-643-3888
  • Palau (Koror Branch): (680) 488-2602 during business hours Or you may stop by any Bank of Hawaii branch to make your request. In response, we will mail you a copy of the item that posted to your account. Fees may apply for the copy of the item

What does a substitute check actually look like?

The substitute check is about the size of a business check, which is a little larger than a standard consumer check. As a paper reproduction, it contains the same information that appears on the front and back of the original check, including all endorsements that have been applied as the check has gone through the clearance system. The substitute check also contains special identifiers and a statement indicating that it is a legal copy of the original check.

Are there other ways I might receive a substitute check other than in my Bank of Hawaii checking account statement?

Yes. You might receive a substitute check as a return item. For example, if someone writes you a check and you deposit it into your Bank of Hawaii savings account, but the check writer has insufficient funds to cover the check, you may receive a substitute check in the mail as a not-sufficient funds return item.

What should I do if I think there’s an error involving a substitute check?

Check 21 provides a mechanism for some consumers to receive expedited recredit for disputes involving substitute checks. This will apply to consumers who currently receive checks in their statements. The notification that Bank of Hawaii checking account holders will receive in their statements beginning in September 2004 will address expedited recredit for consumers.

How will Check 21 affect my Bank of Hawaii Visa® Debit Card payments?

Your Bank of Hawaii Visa® Debit Card transactions are debited directly from your Bank of Hawaii checking account each time you use it to make a purchase. Because you are not writing a check, no check is generated, so substitute checks do not apply.

What Bank of Hawaii does to comply with Check 21

We do the following:

  • Bank of Hawaii will accept substitute checks from other financial institutions.
  • We provide customer awareness regarding Check 21 and substitute checks.
  • We, under specific circumstances, are prepared to provide an expedited recredit to qualified consumer accounts that claim a loss due to the receipt of a substitute check.
  • We accept substitute checks if they are redeposits of return items or encashment of return items.