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What is Premier? What is Premier?

Premier is a bundle including everything you need for one price, such as your Hawaiian Telcom wireless gateway, Radius WiFi, Internet & Password SafeGuard, Wirecare, and Premium Device support. Currently, Hawaiian Telcom no longer offers this package.
Am I required to use an Hawaiian Telcom provided gateway for Radius WiFi? Am I required to use an Hawaiian Telcom provided gateway for Radius WiFi?

Yes.
Does Family Rules work over mobile data and Wi-Fi? Does Family Rules work over mobile data and Wi-Fi?

Yes, Family Rules settings for your child’s device will be effective over both Wi-Fi and mobile data, allowing your children to be protected when they visit a friend’s house, connect to public Wi-Fi at school or are doing homework at home.
How does Radius WiFi work? How does Radius WiFi work?

Radius Wi-Fi is a solution designed to enhance the Hawaiian Telcom Internet experience. Radius Wi-Fi provides a whole-home Internet connectivity assessment if needed for optimal wireless coverage as well as 24/7 technical support for connectivity and device troubleshooting. Device troubleshooting includes gateway settings, Smart Home devices, mobile phone, wireless printers, and more.
Does Password SafeGuard allow me to auto-fill my login information rather than me typing it in? Does Password SafeGuard allow me to auto-fill my login information rather than me typing it in?
Yes, for quick and easy login experience, you can have Password SafeGuard autofill your information into the browser so you don’t have copy and paste or manually enter.

On a computer:
To enable the autofill feature, follow the steps below:
1. Login to Password SafeGuard using your master password.
2. Click on the Settings tab on the left side, and then click General.
3. You will see two check boxes for the autofill feature. Check both of those boxes.
4. Then, click the install button for the browser you would like to use, either Chrome or Firefox.
5. Follow the prompts to successfully install the browser extension.
6. Once the browser extension is installed, go back to Password SafeGuard and click the copy button under the authorization code.
7. Paste the authorization code into the provided box within the browser and click submit.
How do I add my passwords or credit card information? How do I add my passwords or credit card information?
1. Log into Password SafeGuard.
2. Click the + button in the top right corner.
3. Choose if you want add a new password or credit card details.
4. Enter the necessary information and click done.
How do I create a QR Recover Code? How do I create a QR Recover Code?

You will need to create a QR recovery code so you have a way to retrieve your master password in case you forget it:

On Your Desktop:
1. Sign in to Password SafeGuard on your desktop.
2. Go to Settings > Create Recovery Code.
3. Click Save.
4. Select a location where you want to store the file, and click save.
5. Go to your file manager, select the file, and print it out.

Note: We recommend that you save the code as an image and print the file out for safekeeping, rather than storing the file on your computer. To recover the code, you can then use your mobile device to scan the image.

On Your Mobile device:
1. Sign in to Password SafeGuard on your mobile device.
2. Go to Menu > Settings, and tap Create Recovery Code. The image is automatically created.
3. Tap Save as image. The code is saved to your Photos/Gallery folder on your device.
4. Go to your Photos/Gallery folder, and tap on the photo. Send the image to a service where you can print it out from.
5. Delete the file from your device once you’ve printed out the code.

Note: We recommend that you save the code as an image and print the file out for safekeeping, rather than storing it in a cloud storage service.
How do I import my passwords from another password manager? How do I import my passwords from another password manager?
You can import existing password data from other password managers. Importing is possible with the Windows and Mac OS X versions of the product. Steps how to do this:
1. Export the data from 3rd party password manager to a file in compatible data format of those noted below.
2. Open Password SafeGuard, enter the master password to go to the main view
3. Open the side menu and select "Import passwords"
4. Click the "Browse" button to open the file selector dialog and select the file where you exported the data in step 1.
5. Import is then complete.
F-Secure Key can import the following data export formats:
- Password Safe XML export format
- KeePass 2.x XML export format
- 1Password 'interchange File' format
- F-Secure Key's own data export format
How do I install Internet SafeGuard on more than one device? How do I install Internet SafeGuard on more than one device?

1. Login to your My Account

2. Locate “Manage My Internet Safeguard” or “Install my Internet Safeguard”. If you don’t see the option to “install” then you have already installed Internet Safeguard on a device.

3. Look for “Send Installation Email” and select it to resend your welcome/installation email. If you don’t see this option, then you need to setup a profile with an email address and profile name.

4. Login to your email and follow the directions to finish the install. Click on “Install Internet SafeGuard” and enter the username on the email. If you don’t remember your password, click “Forgot Password”. Once you have installed Internet SafeGuard, be sure to install Password SafeGuard.
How do I install Internet SafeGuard on my Android Smartphone or tablet? How do I install Internet SafeGuard on my Android Smartphone or tablet?
There are three ways you can install Internet SafeGuard onto your Android phone or tablet.
1. Via the Activation Email sent to you when you ordered the service
When you first ordered Internet SafeGuard, you were sent an email from Hawaiian Telcom that included a link to download the service.

Once you have located this email, follow these steps to get started:

Click on the “Install Now” button within the email from the device you wish to install Internet Safeguard on.
1. Click the Download button – you will be taken to the Google Play store.
2. Click the install button to download the app.
3. Follow the prompts to complete the installation.

Via your My Account or in the My Account App

If you have misplaced the activation email, not a problem!
Follow these steps to get started:
1. Enter your My Account username and password, if prompted.
2. Click on the Internet link near the top of the page. Then click “overview”.
3. Click on the “My Internet Security”” link.
4. Click Add Device button
5. Follow the prompts during the installation

By logging into My Account via your computer

Follow these steps to get started:
1. Log in to My Account on a computer
2. Click on the Internet link near the top of the page. Then click “overview”.
3. Click on the “My Internet Security” link.
4. Click Add Device button.
5. Confirm that “Mine or My Child’s Device” is highlighted and then Click Continue.
6. Click on “Phone” or “Tablet” option, depending on the type of device you want to install security on.
7. Choose to send a download link via email or via SMS text message.
8. Enter the necessary information (email address or phone number).
9. Get the device you want to install security on. Open the email or the text message on this device.
Click on the Install Now link.
How do I install Internet SafeGuard on my Apple smartphone or tablet? How do I install Internet SafeGuard on my Apple smartphone or tablet?
There are three ways you can install Internet SafeGuard onto your Apple phone or tablet.
1. Via the Activation Email sent to you when you ordered the service
When you first ordered Internet SafeGuard, you were sent an email from Hawaiian Telcom that included a link to download the service.

Once you have located this email, follow these steps to get started:

Click on the “Install Now” button within the email from the device you wish to install Internet Safeguard on.

1. Click the Download button – you will be taken to the iOS App store.
2. Click the install button to download the app. Enter your iOS credentials if prompted.
3. Enter the username and temporary password provided to you in the Activation email.
4. Reset your password to a permanent password.
5. Follow the prompts to complete the installation

Via My Account or in the My Account App

If you have misplaced the activation email, not a problem!
Follow these steps to get started:

1. Enter your MyAccount username and password, if prompted.
2. Click on the Internet link near the top of the page. Then click “overview”.
3. Click on “My Internet Security” link.
4. Click Add Device button
5. Follow the prompts during the installation

By logging into MyAccount via your computer -
Follow these steps to get started:
1. Log into My Account on a computer
2. Click on the Internet link near the top of the page. Then click “overview”.
3. Click on the “My Internet Security”” link.
4. Click Add Device button.
5. Double check that “Mine or My Child’s Device” is highlighted and then Click Continue.
6. Click on “Phone” or “Tablet” option, depending on the type of device you want to install security on.
7. Choose to send a download link via email or via SMS text message.
8. Enter the necessary information (email address or phone number).
9. Get the device you want to install security on. Open the email or the text message on this device.
10. Click on the Install Now link.
How do I install Internet SafeGuard on my Windows or Mac computers? How do I install Internet SafeGuard on my Windows or Mac computers?

There are two ways you can download Internet SafeGuard onto your Windows or Mac computer:

a. Via the Activation Email sent to you when you ordered the service

When you first ordered Internet SafeGuard, you were sent an email from (safeavenue@f-secure.com) that included a link to download the service.

Once you have located this email, follow these steps to get started:

i. Click on the “Install Now” button within the email from the computer you wish to install Internet Safeguard on.
ii. Click the Download button
iii. Save the .exe file to a location of your choice
iv. Run/Open the .exe file
v. Follow the prompts to complete the installation
b. By logging into My Account via your computer
If you have misplaced the activation email, not a problem! Follow these steps to get started:

i. Log in to My Account
ii. Click on the Internet link near the top of the page. Then click “overview”.
iii. Click on the “My Internet Security” link.
iv. Click Add Device button
v. Confirm that “Mine or My Child’s Device” is highlighted and the Click Download.
vi. Confirm that “this computer” option is chosen and click Download button.
vii. Save the .exe file to location of your choice
viii. Run/Open the .exe file
ix. Follow the Prompts to complete the installation
How do I install Password SafeGuard on my devices? How do I install Password SafeGuard on my devices?
There are two ways you can download Password SafeGuard onto your devices.
1. Via the Activation Email sent to you when you ordered the service
When you first ordered Internet SafeGuard, you were sent an email from (safeavenue@f-secure.com) that included a link to download Password SafeGuard.

Once you have located this email, follow these steps to get started:

1. Click on the “Install Password Manager” button within the email from the device you wish to install Password Manager on.
2. Click the Download button. You will either be asked to save an .exe file or will be redirected to the appropriate app store.
3. Follow the prompts to complete the installation
4. By logging into My Account via your computer

If you have misplaced the activation email, not a problem! Follow these steps to get started:
1. Log in to My Account
2. Click on the Internet link near the top of the page. Then click “overview”.
3. Click on the ““My Internet Security”” link.
4. Click the “Password manager” tab in the top left corner of the security portal.
5. Click the “Install now” button.
Follow the Prompts to complete the installation
How do I recover my Master Password? How do I recover my Master Password?

Note: You can recover your master password by following the below steps only if you have previously created a QR recovery code.

If you’ve forgotten your master password, follow these steps to regain access to the password manager by using your QR recovery code:

1. Open up the Password SafeGuard app.
2. On the login screen, tap Forgot Master Password?
3. Choose either Import Image or Scan Recovery Code.
4. Select the image file or scan the image of the QR code. Your master password appears on the screen, and you can log in immediately.
5. Tap login.
How do I sync my data on different devices? How do I sync my data on different devices?
Note: To simplify the sync process, you should have the Password SafeGuard app already downloaded on the device you want to sync with your desktop.

To sync your Password SafeGuard data onto another device, follow the instructions below:
1. On your desktop computer, open Password SafeGuard and enter your master password, if prompted.
2. Go to Connect Devices in the left hand side menu.
3. Under Generate synchronization code, a sync code appears.
4. Now, grab the device you want to sync with:
  If syncing to a mobile device, tap the menu icon, then Connect devices > Code;
  OR
  If syncing to another desktop computer, go to Connect devices > Enter synchronization code.
5. Enter the sync code from step 3 where prompted.
6. Tap or click the Connect button.
7. Enter your master password.
8. Once synchronization is successful, tap Confirm if syncing to a mobile, or click OK if syncing to a desktop.
I am a current customer and have Internet Safeguard & can't find my welcome email. What should I do? I am a current customer and have Internet Safeguard & can't find my welcome email. What should I do?

1. Login to your My Account

2. Locate “Manage My Internet Safeguard” or “Install my Internet Safeguard”. If you don’t see the option to “install” then you have already installed Internet Safeguard on a device.

3. Look for “Send Installation Email” and select it to resend your welcome/installation email. If you don’t see this option, then you need to setup a profile with an email address and profile name.

4. Login to your email and follow the directions to finish the install. Click on “Install Internet SafeGuard” and enter the username on the email. If you don’t remember your password, click “Forgot Password”. Once you have installed Internet SafeGuard, be sure to install Password SafeGuard.
I have a Zyxel wireless gateway (black box) do I need to do anything to use this service? I have a Zyxel wireless gateway (black box) do I need to do anything to use this service?

Nope! After ordering the service, our provisioning will take place at approximately 2 AM on the subsequent day after you place your order, then you’ll be protected. If you would like to take advantage of the service immediately, unplug your wireless gateway, wait 30 seconds, and plug it back in. However, if you are activating Internet service at the same time, the provisioning will be sent once the wireless gateway is plugged in.
I have used all of my licenses, how do I get more? I have used all of my licenses, how do I get more?

You have the ability to download Internet SafeGuard and password manager on up to 5 devices. If you need to add more licenses for either of these services, you will need to call the Hawaiian Telcom call center at 808-643-3456 or click the chat button.
I keep seeing a "banking protection active" notification at the top of my browser. What is this? I keep seeing a "banking protection active" notification at the top of my browser. What is this?

Internet SafeGuard includes a feature called Banking Protection which keeps your financial transactions safe while you shop or bank online. Banking Protection is available for Windows PC’s and Android phones or tablets.

The Banking protection feature prevents man-in-the-middle attacks from happening while you are banking or shopping online. An unwanted third-party connection is not usually visible to the user and can manipulate the transaction you are trying to make, ultimately transferring funds to an untrusted party. To prevent these common attacks from happening, banking protection blocks untrusted internet connections from being made while you are in a protected banking or shopping session.

Also, all connections of the trusted processes are checked. If a trusted process connects to an untrusted or unknown IP-address, the connections are automatically blocked. You are not given a notification if an untrusted connection has been blocked.

The banking protection notification at the top of your browse provides you with peace of mind that your online transactions are safe from cyber-attacks. Banking protection will automatically end after you have completed your banking or shopping session.
How do I remove Internet Safeguard from my old device? How do I remove Internet Safeguard from my old device?

1. Login to your My Account

2. Locate “Manage My Internet Safeguard” or “Install my Internet Safeguard”. If you don’t see the option to “install” then you have already installed Internet Safeguard on a device.

3. Look for “Send Installation Email” and select it to resend your welcome/installation email. If you don’t see this option, then you need to setup a profile with an email address and profile name.

4. Login to your email and follow the directions to finish the install. Click on “Install Internet SafeGuard” and enter the username on the email. If you don’t remember your password, click “Forgot Password”. Once you have installed Internet SafeGuard, be sure to install Password SafeGuard.
I’m trying to go to a website but keep receiving a page about a security threat. What does it mean? I’m trying to go to a website but keep receiving a page about a security threat. What does it mean?

This means we are blocking the connection due to a security threat.
If I feel like a site I’m trying to navigate to should not be blocked, what should I do? If I feel like a site I’m trying to navigate to should not be blocked, what should I do?

Once you receive the block page, there will be instructions listed on the page to submit a ticket to our support team. Our support team will review the page to ensure there is still a security threat. If there is, the page will not be unblocked; however, if the page is no longer a security threat, we will remove the block.
What is a master password for Password SafeGuard? What is a master password for Password SafeGuard?

Once you've installed Password SafeGuard, and you start the application for the first time, you have to create a master password. This password is very important, as it allows access to Password SafeGuard, and protects all your password data.

Choosing a unique, hard-to-guess master password or passphrase (such as "DenverhaslotsofMounta1ns") will keep your passwords safe. Do not use your master password for any other online account password. It should be unique to this service.

For your security, Hawaiian Telcom cannot reset your master password or send you a recovery code if you forget your master password. This has been a conscious decision by Hawaiian Telcom to increase your security and privacy. Because of this, we strongly recommend that you create a QR recovery code as soon as you have taken the password manager service into use. The QR recovery code is a secure and easy way for you to recover your master password if you forget it. See FAQ "How do I create a QR recovery Code?" for instructions on how to create and store your QR code.
How do I sync my Password Safeguard App Passwords in the updated Internet Safeguard App? How do I sync my Password Safeguard App Passwords in the updated Internet Safeguard App?

Internet SafeGuard and Password SafeGuard have been consolidated into one app. The current Password SafeGuard app will be discontinued and no longer store saved passwords. In order to keep your passwords data, you will need to download the updated Internet SafeGuard App today to ensure that you do not lose your data. In just a few minutes, you can have all your passwords synched and ready to use in your new all-in-one app.

How to sync your passwords on your primary device

1. Download the updated Internet SafeGuard app on any device you use Password SafeGuard.

2. After you've updated your Internet SafeGuard app, open the app on your primary device. Click on the "Login" button under Password Vault.

3. Enter your Master Password to begin syncing your passwords from Password SafeGuard to the updated Internet SafeGuard.

4. Congratulations! Your passwords are now successfully synced and have been saved in your updated Internet SafeGuard app.

5. Remove Password SafeGuard app from your devices once your passwords have been synced.

How to sync your passwords across multiple devices

1. Click on “Get Started” under Password Vault on your primary device.

2. Select “Connect Devices” under “I’m an existing user”

3. Next, open your secondary device (Device 2) with Password Safeguard on it.

4. From within Password SafeGuard, click on “Connect Devices” and copy the synchronization code.

5. Go back to the Password Vault in the Internet SafeGuard app on your primary device and paste the sync code into the field box. Then, you will be asked to enter your Master Password.

6. Congratulations! Your passwords are now successfully synced and have been saved in your updated Internet SafeGuard app across your different devices.

7. Remove Password SafeGuard app from your devices once your passwords have been synced.

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How to sync your passwords on your primary device

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