Enrollment

Q: What information do I need to enroll in Finance Factors Online Services?
A: To enroll, you will need a valid Finance Factors account number, your social security number and your date of birth.

Q: Why do you need my social security number?
A: 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.

Q: What if I don’t know my account number?
A: 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.

Q: 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?
A: 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.

Login & Setup

Q: What browser version do I need to use Finance Factors Online Services?
A: 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

Q: I can’t remember my password, what should I do?
A: If you have forgotten your password, click the “reset 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.

Q: I can’t remember my User ID, what should I do?
A: To retrieve your User ID information, you will need to contact our Customer Support at 800-648-7136 Monday through Friday from 8:30am – 4:30pm HST.

Q: I am missing accounts in my profile. What should I do?
A: 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.

Security Information

Q: How many different phone numbers can I enroll in Finance Factors Online Services for authentication?
A: You can enroll only one phone number with its own challenge delivery method: either voice phone call or text message. Remember to add a phone that you will be able to answer or receive a text on.

Q: Is authentication (via phone call or text message) optional, or is it enforced for all customers?
A: For security purposes, Finance Factors requires either authentication or correctly answering challenge questions.

Q: Can I use a landline to receive my authentication code?
A: Yes, both landlines and mobile phones can be used for receiving automated telephone calls delivering the one-time authentication code. If you are using a landline, it must be one that is answered by you, so you can receive the 4 digit code. If you are using a cell phone, you must answer or be able to receive a text. Text message charges may apply depending on your plan.

Q: 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?
A: 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.

External Transfers

Q: When will my transfer(s) be posted to my account(s)?
A: 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.

Q: Is there a limit to the number of external transfers I can make?
A: 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.

Q: Is there a maximum amount for transfers from external accounts?
A: Yes. The maximum amounts for external transfers are:
• $5,000 per transaction (inbound or outbound transfers)
• $5,000 per day (total of inbound and/or outbound transfers)
• $10,000 per month (total of inbound and/or outbound transfers)