Quick tips for multi-factor authentication (MFA)
by Kyle Nakanishi | Oct. 7, 2025
As a web support specialist at Hawaiian Electric, I speak to customers who experience issues accessing our Online Customer Service Center to view and pay their electricity bill. A common topic that I assist customers with is multi-factor authentication (MFA) for their online account. MFA is an optional security method that requires an additional verification code (sent through a different method) to be entered on the device that is being logged in to. Here are some common tips from my experience with assisting customers with MFA.
Turning on Multi-Factor Authentication
MFA adds an additional layer of security on top of your password and is highly recommended for all of your accounts. It can be enabled by logging in to your online account and looking for the MFA box on the Account Overview dashboard or by going to the My Profile page.
Changing the phone number used for MFA
My father has MFA enabled for his Online Customer Service Center account, but it was set up with my mobile number. Recently, my father wanted to log in and view his electric bill through his online account, but he couldn’t because my phone number was set up for the MFA. He asked if it was possible to update the MFA phone number to use his mobile number instead. To update the MFA phone number, my father logged in and clicked on “Edit associated phone number” and entered his mobile number to be the new MFA phone number.
What if I can no longer receive the MFA verification code?
A common MFA issue that I assist customers with is when a customer has just gotten a new phone number. They are no longer able to receive the MFA verification code (sent to their old phone number) to log in to their online account — which is the only way for them to update the phone number used for MFA (A catch-22 of sorts). Unlike the situation my father was in, this issue can only be handled by our Web Support team, where we verify your identity and then reset your MFA contact information. You can then log in with your password and be prompted to enter a new MFA contact phone number. You can reach out to us by email at websupport@hawaiianeletric.com.
Problems receiving the MFA verification code
Another issue customers can run into with MFA is when they attempt to log in to their online account, but they don’t receive the MFA verification code sent to their phone. When I’m assisting customers who are not receiving the MFA verification code, I will have them check the blocked phone numbers on their phone to see if the MFA verification code phone number, 808–207–8884, is being blocked. If the phone number for MFA is being blocked, I will have the customer remove that phone number from their blocked phone numbers and try logging in again.
I highly recommend securing your Online Customer Service Center account with MFA. It provides an extra layer of security to protect your most sensitive data in the case that your password is compromised. If at any time you want to opt-out of MFA, this can be done easily through the My Profile page of your online account. If you need assistance with MFA, please contact our Hawaiian Electric web support team at websupport@hawaiianelectric.com.
Kyle Nakanishi is a digital communications & web support specialist at Hawaiian Electric.
