Online & Mobile Banking FAQs
If you forget your password, the easiest way to obtain a new password is by selecting the “Forgot Password?” link on the log in screen. The “Forgot Password?” feature is only available for primary account holders or Business Administrators. If you are an authorized/additional user with your own log in credentials you must contact your administrator to have your password reset. After selecting “Forgot Password?” you will be asked to provide the following five (5) pieces of identifying information:
- User ID
- Last Name
- Zip Code
- Last 4 digits of your Social Security Number
- Primary Phone Number
Once you provide the information press “Submit”. If the information provided matches what we have on file for you, you will be presented with three options to complete the 2-Step Authentication process, choose one of the three options to continue:
- Send me a text message (Message and Data rates may apply)
- We will send you a text message with a confirmation code to the phone number. selected.
- Call my phone (Data rates may apply)
- We will call you and ask you to enter a confirmation code into your phone.
- Ask me questions
- We will ask you a few additional questions that only you should be able to answer.
If the 2-step authentication is completed successfully you will be asked to enter your new password. Enter the password on the screen and confirm it. Remember, your password is your confidential code for accessing your account information and it should not be shared with anyone. Your password must include three (3) of the following: a lower case letter (a-z), an uppercase letter (A-Z), a numerical digit (0-9), and a symbol (‘`!@#$%^&*()_+-=|:;’?,./). Your password must be between eight (8) and thirty-two (32) characters and should be as random as possible. Once you enter and confirm your password press “Set Password”. You will then be brought back to the log in screen to log in. Enter your User ID and your newly created password to log in.
If you forget your User ID, the easiest way to obtain your User ID is by selecting the “Forgot User ID?” link on the log in screen. The “Forgot User ID?” feature is only available for primary account holders or Business Administrators. If you are an authorized/additional user with your own log in credentials you must contact your administrator to have your password reset.
Please note: Completing the steps outlined below will send an email containing your User ID to the email address we have on file for you. If you do not know what email address we have on file for you or no longer have access to the email address that we have on file please visit your local branch to update your contact information prior to completing this process.
After selecting “Forgot User ID?”, you will be asked to provide four pieces of identifying information outlined below:
Required Fields
- First Name
- Last Name
- Social Security Number
One additional field below
- Date of Birth
- Mother’s Maiden Name
Once you provide the information press “Submit”. If the information provided matches what we have on file for you, you will be presented with three options to complete the 2-Step Authentication process, choose one of the three options to continue:
- Send me a text message (Message and Data rates may apply)
- We will send you a text message with a confirmation code to the phone number. selected.
- Call my phone (Data rates may apply)
- We will call you and ask you to enter a confirmation code into your phone.
- Ask me questions
- We will ask you a few additional questions that only you should be able to answer.
If the 2-step authentication is completed successfully an email will be sent to the email address we have on file containing your User ID. Select “Go to Sign In” to complete the process. You will then be brought back to the log in screen to log in. Enter your User ID and your password to log in.
If you get locked out of your account, the easiest way to obtain a new password is by selecting the “Forgot Password?” link on the log in screen. The “Forgot Password?” feature is only available for primary account holders or Business Administrators. If you are an authorized/additional user with your own log in credentials you must contact your administrator to have your password reset. After selecting “Forgot Password?” you will be asked to provide the following five (5) pieces of identifying information:
- User ID
- Last Name
- Zip Code
- Last 4 digits of your Social Security Number
- Primary Phone Number
Yes, if your phone is fingerprint capable you can use it to log in to your HarborOne mobile app.
Follow these steps to activate FingerPrint Authentication.
- Update your HarborOne Mobile app
- Login, navigate and click "Additional Services"
- Click "Manage Fingerprint"
- Click "FingerPrint Enrollment" and follow instructions.
If you are a HarborOne Online Banking customer, download the HarborOne Mobile app and use your current online banking username and password to log in.
Fingerprint Authentication
What smartphones devices are supported?
Fingerprint authentication is available for Touch ID capable iOS devices and Android devices that have compatible fingerprint support running Android 6.0 or higher. Compatible Android devices are those that are using Android’s fingerprint support. Specific devices from Manufacturers that have created their own Fingerprint supported devices and are not using Google’s built-in support for Android, are not compatible. Examples of known devices that are not supported are the Samsung Galaxy S5 and Note 4. These devices use Samsung’s Fingerprint drivers, not Google’s Android.
What is Fingerprint authentication?
Fingerprint Authentication is an optional authentication method offered by HarborOne Bank to sign into HarborOne’s Mobile Banking. It is available for iOS devices with Touch ID™ capability and Android devices that have compatible fingerprint support running Android 6.0 or higher.
What is Touch ID?
Touch ID™ is a fingerprint recognition feature, designed, released and trademarked by Apple Inc.
Can I use Touch ID to log on to the HarborOne Mobile Banking app?
Yes, once the device is registered for Fingerprint Authentication and if you are using a Touch ID capable Apple device.
If my fingerprint is not recognized, can I still log on to my account?
Yes. You can still log on to the HarborOne Mobile Banking app using your account username and password.
Can I use Fingerprint Authentication to log on if I have other people's fingerprints stored on my device?
When you enable Fingerprint Authentication to log on, any fingerprint stored on your device at the time of registration, can be used to log on to the HarborOne Mobile Banking app. If you have other people's fingerprints registered on your mobile device, they will be able to access your account information as well. For your security, anytime a new fingerprint is added to your device, you will be required to re-enroll in this feature.
What if my Fingerprint Authentication enabled phone is lost or stolen?
If your mobile device is lost or stolen you can delete a device at any time by logging onto your account from a PC or another browser based device by selecting the Fingerprint Device Management screen. This is located on the Service Center. You can delete the lost/ stolen device from the list of devices currently authorized. In addition, anytime a new fingerprint is added to the device, re-enrollment is required. So a lost device should not be able to access your account without your fingerprint or account username/ password.
Will my fingerprint be stored in the app or elsewhere within HarborOne’s Mobile Banking?
No. Your fingerprints will never be stored in the HarborOne Mobile Banking app or kept within HarborOne’s Online Banking.
How can I disable Fingerprint Authentication?
Fingerprint Authentication can be disabled in a number of ways:
- By using the mobile app and navigating from the: Sign In page, Additional Services, Manage Fingerprint, Fingerprint Enrollment, Click “Un-enroll”.
- Using the mobile browser to Sign In into your accounts and navigate to the “Manage Fingerprint Devices” or the Fingerprint Enrollment page.
- Using a PC and navigating to the Service Center, Fingerprint Devices Management.
- From the Mobile app using the Manage Fingerprint devices screen (Additional Services, Manage Fingerprint, Manage Fingerprint Devices, Click the red ‘x’ in the delete column that corresponds to the device you wish to delete), the next time that device attempts to Sign back in, they will be unable to use the registered device fingerprint and must un-enroll their device from the Fingerprint Enrollment screen.
Can I use any finger for Fingerprint Authentication?
Yes as every fingerprint is unique. You can store as many of your fingerprints as the device allows. Any fingerprint that is stored in the device can be used to access your Mobile Banking. So you can use any fingerprint that you have stored on your device.
Can more than one person's fingerprint be registered to my app?
HarborOne does not collect or store your fingerprint in any case. Your fingerprint is stored on your device when you set up your fingerprint enabled device. Just like it is your responsibility to keep secure your online banking password and/or passcode, Fingerprint Login should be treated with the same level of security. This means that you must not have other people's fingerprint stored on your device if you would like to use this login option. However, if someone else’s fingerprints are stored on your device and you enable fingerprint authentication, the second person will also have full access to your Online/Mobile Account.
How does HarborOne know that it is my fingerprint?
HarborOne does not collect your fingerprint details, and cannot link it to the personal information we hold about you. HarborOne is relying on the device to authenticate the fingerprint and confirm or reject verification.
What happens when I buy a new phone?
You will need to register your fingerprint on the new device, and then set up fingerprint sign in to access Mobile Banking using your fingerprint.
I have a compatible device, but Fingerprint Login is not showing when I launch the app?
Fingerprint Login will only display within the mobile banking app, if you have set it up in your device ‘Touch ID’ settings and register the device.
FingerPrint Sign In
How do I sign in with Fingerprint?
When you sign in on the app, the screen will display a message prompting you to sign in with your fingerprint if your fingerprint is registered on the device.
What if the App is not accepting my fingerprint after registering what do I do?
If the fingerprint does not work, you can revert to your existing password for HarborOne Online Banking. You can delete the fingerprint on the device and set it up again if you wish to use fingerprint sign in.
Can I use Fingerprint Authentication to Sign In if I have other people's fingerprints stored on my device?
When you enable Fingerprint Authentication to log on, any fingerprint stored on your device at the time of registration, can be used to log on to the HarborOne Mobile Banking app. If you have other people's fingerprints registered on your mobile device, they will be able to access your account information as well. For your security, anytime a new fingerprint is added to your device, you will be required to re-enroll in this feature.
If my Fingerprint is not recognized, can I still Sign In to my account?
Yes. You can still log on to the HarborOne Mobile Banking app using your account username and password.
Is it the same fingerprint that unlocks the device, able to Sign into the HarborOne app?
Yes. Once enrolled in Fingerprint Authentication, Fingerprint sign in is activated, any fingerprint which is stored on the device can then be verified to sign in to Mobile Banking.
If I have fingerprint capability on my device, do I have to use fingerprint sign in for Mobile Banking?
No. You can use your Login ID and Password to sign in to HarborOne Mobile banking.
Is Fingerprint sign in secure?
Fingerprint sign in has the same high level security as all authentication methods for online and mobile banking. Technical details: Both Google and Apple have a hardware backed chip on supported devices. When registering for Fingerprint authentication, we generate a RSA Public/ Private key that is stored and encrypted by that hardware chip. The only way it can be accessed is when the device Operating system authenticates the user through the fingerprint scanner. The private key never leaves the devices trust zone which is not accessible by software. The server has the public key. When signing in, a signature is created by the trust zone using the private key. This signature is sent to the server where it verifies its authenticity by comparing to the public key. This allows the user to login. This is also why any changes to items within this process requires the user to re-enroll in this service. This includes when the user adds a new fingerprint, the app is re-installed or a change is made to the device OS that affects anything related to fingerprints on the device.
Can more than one person sign in to HarborOne mobile banking using fingerprint sign in on the same device?
On enrollment, any fingerprint you save on your device may access your HarborOne app. You should not register for fingerprint authentication if you wish to retain other people's fingerprints on your device.
Will a password be required when using Fingerprint Authentication? No. Once you are enrolled with fingerprint authentication, your fingerprint is the only required sign in credential.
Fingerprint Enrollment
Where is my fingerprint stored?
HarborOne does not hold or store your fingerprint. Your fingerprint is stored on your device (as part of the user settings) when you set it up and we rely on the device to authenticate your fingerprint if you choose to use fingerprint sign in when accessing Mobile Banking.
Does my device need to be password protected to register for Fingerprint sign in?
Yes. As per the operating system requirements, you will be required to password protect your device before you can set up fingerprint access.
What happens if my device is stolen - will someone be able to access my accounts?
Another person would need your HarborOne online banking login name and password to access your accounts. Please call HarborOne Customer Service at 800-244-7592 in the event your device is lost or stolen so we can reset your password as an added level of security.
* Apple, App Store, iPhone and iOS are trademarks of Apple, Inc., registered in the U.S. and other countries. ™† Android and Google are Trademarks of Google Inc.
