Frequently Asked Questions
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Online Services Questions
Who do I call for help with Online Services?
For help with Online Services, please call customer service 24/7 at 866-300-9559 or email us at firstname.lastname@example.org.
Did my User Name Change for the new system?
No, your User ID is the same.
What is my temporary password for the new system?
Please call our customer support team at 808-522-2000 or toll-free at 800-648-7136 Monday through Friday from 8:30am - 4:30pm HST to retrieve your temporary password.
Will the previous mobile app on my device still work?
No, you will need to visit the Apple App Store at https://apps.apple.com/us/app/finance-factors-mobile-banking/id1579762468 or Google Play at https://play.google.com/store/apps/details?id=com.mfoundry.mb.android.mb_321381233 to download our new Online Services app.
Will the previous bookmarks and favorites to Online Services in my browsers still work?
No, you should remove the old bookmarks and favorites and create new ones for our new Online Services website.
Will my automatic transfers & payments carry over to the new system?
Unfortunately your automatic transfers and payments will not be carried over to the new system. You will need to setup your automatic payments in the new system.
What information do I need to enroll in Finance Factors Online Services?
To enroll, you will need a valid Finance Factors account number, your social security number and your date of birth.
Why do you need my social security number?
To assist with the protection of your account information, we need to validate and confirm that you are the rightful account owner and are authorized to access the account(s) here at Finance Factors.
What if I don't know my account number?
If you don't know your account number(s), please contact our Customer Support at 800-648-7136 Monday through Friday from 8:30am - 4:30pm HST for assistance.
When enrolling for the first time, why do I have to set-up a phone call or text message to get an authentication code alert?
The system is set-up with additional layers of security to protect your accounts and confirm that it is really you trying to access your accounts. You must establish these when you sign on as part of your enrollment. These security measures are designed to protect you and your assets. If you need assistance in setting this up, please contact us at 800-648-7136.
Is there a specific format when entering my information during the enrollment process?
Yes, please do not enter any dashes between the numbers of your social security number. Also, as you provide your account number, do not include any leading zeros.
What browser version do I need to use Finance Factors Online Services?
The following web browsers are supported:
• Microsoft Internet Explorer 11 or higher
• Mozilla Firefox 51 or higher
• Google Chrome 56 or higher
• Safari 7 or higher
I can't remember my password, what should I do?
If you have forgotten your password, click the "Reset your password" link on the main Log In page. You will need to enter your User ID and then select a verification method (phone call or text message) to reset your password. If you need further assistance, please contact our Customer Support at 800-648-7136 Monday through Friday from 8:30am - 4:30pm HST.
I am missing accounts in my profile. What should I do?
Please contact our Customer Support at 800-648-7136 Monday through Friday from 8:30am - 4:30pm HST to alert them so that we may research the situation and assist you.
If I regularly access online services from different computers (work, home, etc.), will an authentication prompt appear each time I login from one of these computers?
Whenever you log in from a new computer or device, you will receive an authentication challenge. Once the system recognizes your normal usage pattern and device(s), logins will no longer be challenged.
When will my transfer(s) be posted to my account(s)?
Typically, you should expect to see the funds in the destination account within 3 business days. However, the timing can vary depending on the financial institution.
Is there a limit to the number of external transfers I can make?
Yes. There is a limit of 6 electronic or preauthorized transfers per calendar month from a Finance Factors account to other accounts, including another account with Finance Factors. An online transfer from a Finance Factors account will count towards this limit. There is no limit on the number of transfers that can be received into your Finance Factors account. However, there may be limits on the number of transfers you are allowed out of your external accounts. Please contact your financial institution where your external account is held to verify if there are any limits.
Is there a maximum amount for transfers from external accounts?
Yes. The maximum amounts for external transfers are:
Outbound Transfer Limits
• $5,000 per transaction
• $5,000 per day
• $10,000 per month
Inbound Transfer Limits
• $10,000 per transaction
• $10,000 per day
• $10,000 per month