Online Banking FAQs

Here are some quick tips to help you troubleshooting online banking. As always, if you need additional assistance, please either chat us or call the contact center, 800-284-4276 (Toll Free).

Why am I asked to receive and enter a code before logging in?

HAPO uses a multifactor authentication process in order to access your account via Online & Mobile Banking. For this reason, a one-time pass code is sent via email, text or phone call, each time you log in. If you “authenticate” your computer or device, this will eliminate this requirement.

I forgot my password and asked for an email to be sent to me. Why haven’t I received one yet?

At times, these emails can be sent to your email spam folder. Check your email spam folder first. If it’s not there, your email address used for Online Banking may need to be updated. If you feel this may be the case, please contact us directly for assistance. 

The phone number used to receive my one-time passcode has changed. How do I update this?

To update your online banking phone number, log into your account and go to “Settings”. Your online banking contact information is separate from your account contact information. If you need to update your account contact information, please submit your updates to us by secure message, call, chat or visit any of our financial centers.

How do I find my account number in online or mobile banking?

You can view your account number from the “Account History” section. Once there, expand the “Account Details” menu to reveal more detailed information about your account, including your account number.

What is the difference between HAPO online banking and the HAPO Web Payment Center?

HAPO’s Online & Mobile Banking services offer members almost every service traditionally available through a local branch including transfers, online bill pay and much more. HAPO’s Web Payment Center is an additional tool that can be used by members who do not elect to use our free loan payment options. There is a cost associated with making your payments using Web Payment Center and a separate online registration is required. 

Why am I able to login to desktop online banking but not on the App?

You may not have a phone number listed on your Online Banking profile. You can fix this by logging into your account online then adding a phone number under “Settings”.

I registered my private device, but when I try logging, back in I am required to receive a onetime passcode, why is that? 

Some computer security settings are set to delete cache and cookies upon closing of an internet browser. If the cache and cookies are deleted then the computer will no longer be authenticated as a private device and will require a onetime passcode to be entered.