If you need to recover your User ID or reset your password, contact the HIP Service Center on Oahu at (808) 201-SERV (7378). An agent will ask you a few security questions to verify your identity prior to assisting you.
For UH employees: Please visit the UH employee page for instructions and information specific to employees of the University of Hawaii.
Topic: Access to HIP
- Having trouble with logon or password changes? Click here.
- Access to State-networked computers: To input your direct deposit information in the new system, you need to use a computer connected to the State network. If you do not have access to a computer for your job, departments have been tasked with providing an accessible computer that can be used by all staff. If you have questions on where to locate an accessible computer – contact the HIP Service Center on Oahu at 808-201-SERV (7378) or HIP@hawaii.gov.
- Web Browser Compatibility: Reference Guide for the versions of web browsers that are compatible with the Hawaii Information Portal.
- How to change your password when it expires
Topic: Direct Deposit
- Reference Guides:
- Routing and Account Numbers
Topic: Updating your Payroll Address
Topic: W-2 Wage and Tax Statements
See What Employees are Asking
Who can I contact if I need help?
The Hawaii Information Portal (HIP) Service Center is here to help you with questions or issues in the new payroll system. You can contact the service center at 808-201-SERV
(7378) (Oahu) or HIP@hawaii.gov
. The phone lines will be staffed from 7:45 am to 4:30 pm, Monday through Friday, excluding State holidays.
At any time, you can leave a voice message or send an email. You should expect to receive a response within one business day during the week or the first business day after a weekend or holiday. Complete resolution of the questions or issues may take longer depending on complexity.
The HIP Service Center tracks all reported user issues, including bugs, and ensures resolution to all issues. The service center can assist State employees with providing navigation guidance, resetting passwords, adding a new bank/credit union that’s not pre-loaded, and answering many more questions.
How do I reset my password?
If you misplace your password, to reset it please call the Hawaii Information Portal Service Center on Oahu at (808) 201-SERV (7378). The phone lines are staffed from 7:45 am to 4:30 pm, Monday through Friday, excluding State holidays.
Can I still access HIP when I terminate from State service?
If you terminate from State service, your logon will remain active for 120 calendar days during which time you can access your pay statements from your personal computer or mobile device. If you terminate your position but move to another State position/department, your HIP logon will remain the same and active until such time as you leave State service.
What happens if I change or add to my direct deposit information?
It depends on the type of change or addition you make.
If you do one of the following:
- Change the amount or percentage to go to an existing direct deposit
- Change the deposit order of your existing direct deposits
Then the change will take effect immediately and will be reflected in your next pay check disbursement.
If you do one of the following:
- Add a new or change an existing routing number
- Add a new or change an existing account number
- Add a new or change an existing account type (checking or savings)
Then the additions/changes will go through a “pre-note” process. This process validates that you have entered your account information correctly before actual funds are deposited. Due to payroll deadlines and the timing of your change, your direct deposit may not be active right away. You will receive a paper check for the portions into the accounts that have been changed/added until your account details are confirmed with your financial institution. For any accounts that remained the same or changes were made only to the amount/percentage or deposit order, the direct deposit will remain in effect.
Why did I receive a paper check if I enrolled in direct deposit?
There may be an error in your checking/savings account number or routing number for the bank or credit union. You will be notified by your payroll office that you need to resolve an error by re-entering your correct direct deposit information in the Hawaii Information Portal. Your financial institution may also notify you of the error. Your previously entered account information will be deleted if it is confirmed to have an error.
A “pre-note” process occurs when you add or change your bank or credit union direct deposit account information in the Hawaii Information Portal. This process validates that you have entered your account information correctly before actual funds are deposited. Due to payroll deadlines and the timing of your change, your direct deposit may not be active right away. You will receive a paper check until your account details are confirmed with your financial institution.
Why can’t I see my pay statement through the Hawaii Information Portal?
After you log into the Hawaii Information Portal on any computer or mobile device. You should see and be able to click the “Pay Statement” tile. If your pay statement does not appear after clicking, check the following:
- If on a personal computer, make sure that pop-up windows are enabled and allowed for this site. In other words, the pop-up blocker should be disabled.
- If on a mobile device, make sure that the device in enabled to accept cookies from this site.
If after confirming these are not the issues preventing you from seeing your pay statement, please contact the Hawaii Information Portal Service Center on Oahu at (808) 201-SERV (7378). The phone lines are staffed from 7:45 am to 4:30 pm, Monday through Friday, excluding State holidays.
Do I have to use a specific computer or can I access the Hawaii Information Portal from home?
State employees that have access to a computer on the State network
will be able to use that computer to log on to the Hawaii Information Portal. From a State-networked computer
, employees will be able to input and change their information for direct deposit(s), tax withholding, payroll address, and emergency contacts, as well as view/print their W-2 form and pay statement.
Employees are also able to see and print pay statements using a personal computer or mobile device not connected to the State network. For security purposes and to protect our employees’ personal information, the ability to change information and access other features are not be available on computers off the State-network.
How do I know if the computer I'm using is connected to the State Network?
Upon logon, if you see the tile for “Direct Deposit”, you’ll know that you’re on a computer connected to the State network.
I don’t have access to a computer on the State-network as part of my job, how can I input my information?
For employees that do not use a computer for their job, State jurisdictions, departments, and agencies have been asked to provide employees access through a designated computer on the State’s network or a special kiosk.
Do I have to set up direct deposit?
Act 110, SLH 1998 requires employees to use direct deposit rather than receiving a paper check, if they are not casual employees and were hired on or after July 1, 1998. Employees covered by this act will need to enroll in direct deposit in the Hawaii Information Portal. You will be notified of the specific window of time when to take action, and failure to enroll during that window of time, or entering their information incorrectly, will result in receiving a paper check until you enroll in direct deposit.
Can I set up direct deposit for banks or credit unions outside of Hawaii?
Yes. Since the State will now be using the Automated Clearinghouse system to distribute employees’ direct deposits, most banks and credit unions throughout the United States can be designated to receive direct deposits. Deposits can only be directed to banks based in the US and the branches must be located within the United States or some U.S. territories. Banks cannot be located in other countries.
All banks/credit unions in Hawaii currently being used by employees have been pre-loaded into the system but not all banks or credit unions on the U.S. mainland have been pre-loaded into the system. If you get an error that the routing number for your bank/credit union is invalid when setting up your direct deposit information, please contact the HIP Service Center at 808-201-SERV (7378) or HIP@hawaii.gov to have it added to the system. The HIP Service Center will need your bank/credit union’s 9 digit routing number, address, and phone number to add it to the HIP system.
How do I get my pay statements?
Starting with the first pay date in 2019, you will receive your pay statements in the Hawaii Information Portal exclusively instead of receiving a paper pay statement. All State employees have access to electronic pay statements through the Hawaii Information Portal from a personal computer, mobile device, and/or State-networked computer. In the Hawaii Information Portal, employees will be able to save, email, or print a copy of their pay statement at any time. For pay statements issued before the new payroll system was active, requests will still need to go through the employee’s department, jurisdiction or agency.
Do retired employees use HIP?
No, retirees receive their pension through the State of Hawaii Employees’ Retirement System (ERS)
. The ERS is completely separate from the State employee payroll system. As a retiree, your direct deposit information does not need to be updated or reentered as a result of the implementation of the new Hawaii Information Portal payroll system.