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Customer Service

Online Trust

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Is my Online Trust and Web statement secure and safe?

Bank of Hawaii’s Online Trust system utilizes current technology to provide a high level of protection. The additional user authentication process ensures that you are not on a false website, and helps prevent malicious users from accessing your account. Your statement is stored behind firewalls and is transmitted to your Internet browser using 128-bit encryption. It can only be accessed with your password.

What should I use for my password?

Initially, you will be given a random password to access the secure Online Trust Web site. You will be asked to change it immediately. Use any combination of letters and numbers (minimum of 8 characters with at least 1 number and 1 letter). It is case sensitive and recognizes all characters on a keyboard.

Why does the system ask security questions?

For your protection, Bank of Hawaii has implemented an additional step during the login process. By selecting an image and welcome message, you can be confident that you are on the correct website. To further protect your security, in the event you forget your password and we have to authenticate your user ID, you will be asked one of your security questions.

What if I forget my password?

If you previously set up your email address and challenge questions, you can click on the "Forgot Password" tab and the system will prompt you to answer one of your security questions. If you answer them correctly, the system will email you a temporary password. If you are not able to perform this process, you will need to contact your relationship manager.

My password doesn't work. What should I do or who do I call?

Please contact your relationship manager during business hours for assistance.

Do I need any special equipment to access Online Trust or Web statements?

After you complete the required agreement forms with your relationship manager, all you need is a computer with internet access. We recommend that your Internet browser be one of the following on either Windows or MAC:

  • Microsoft Internet Explorer 11
  • Chrome 50.x
  • Firefox 44.x
  • Safari 5.1.2
  • Safari 9.0.3
  • Firefox 44.x

Can I use Online Trust with financial software?

Yes, you can download asset and transaction information into a delimited file or Excel spreadsheet.

What is a Web statement?

It is an electronic version of the paper statement you receive in the mail. It looks exactly like your paper statement except that it allows you to see your account statement online at your convenience. This free service helps eliminate paperwork and gives you a quick, easy way to view, save, or print your statement.

What are the benefits of receiving a Web statement?

There are several benefits. Web statements are:

  • Fast and available online, received sooner than paper statements that arrive by mail
  • Convenient and you can archive your history of statements online
  • Safe and secure, so you don’t have to worry about someone stealing your paper statements in an unsecured mailbox
  • Environmentally friendly and saves paper

Is there a charge to receive a Web statement?

No, access to the Online Trust system is another free service from Bank of Hawaii.

How do I sign up for Web statements?

To start this service, you simply have to sign the agreement provided to you by your relationship manager.

When can I sign up for Web statements?

You may sign up for Web statements at any time. After we have processed your signed agreement, you will be able to view, save, and print your next scheduled Web statement online.

How do I receive my Web statement?

You will be notified via email when your statement is ready. The confirmation you receive after you sign up will provide your user ID and password to enter the Web site.

Can I get my Web statement emailed to me instead?

No. Unlike accessing your Web statements online with a secured user ID and password, emails are not secure.

When will my Web statement be available?

Your Web statement will be available for your review earlier than a paper statement that you would receive by mail. Bank of Hawaii will send an email each month to you when your new Web statement is available.

If I didn’t receive or deleted my email notification, can I still receive my Web statement?

Yes, simply log in to the Online Trust on with your user ID and password to access your Web statements online.

What do I need to view my Web statement?

You will need software to view PDF files in order to view your Web statement. If you don’t have Adobe Acrobat Reader, it’s available free. A link to download the software is available at

Can I view statements from previous months?

Yes. You will be able to access up to 12 months of previous Web statements.

How do I print my Web statement?

If you are using Adobe Acrobat Reader, click on the printer icon on the toolbar. You can either print the entire statement or specific pages.

Can I save my Web statement to my PC or disk?

Yes. If you are using Adobe Acrobat Reader, you can click on the disk icon on the toolbar. You will then be asked where on your PC you would like to save it.


Can my Web statement information be exported to other programs?

No, Bank of Hawaii Web statements cannot be saved as a text file or imported into Microsoft Word or any other text program. Bank of Hawaii Web statements can only be saved as PDF files.

Can I receive a printed statement if my computer isn't working or if I need one for another reason?

Yes. You may contact your relationship manager at any time to request a printed statement by mail.

How do I notify Bank of Hawaii of my new email address?

You can log in to Online Trust and click on "User Options" at the top of the page. You will need to select the tab for "Email," enter your new email address in the boxes, and submit your change.

Who do I contact about errors or questions?

As always, you may direct any questions or concerns about your statements to your relationship manager. Bank of Hawaii is not able to reprint a statement on the Web after 60 days but can provide you a hard copy statement, if required.

What if I want to cancel my Web statement?

We believe that you will enjoy receiving your statements electronically. However, should you ever decide to switch from electronic statements back to paper statements, simply contact your relationship manager who will make the necessary arrangements.

How can I contact Bank of Hawaii if I have any questions?

You may contact your relationship manager or use our online Contact Us form.