Frequently Asked Questions
Here is our list of FAQs for HNL Build. If you have additional questions please email HNLBuild@honolulu.gov.
Account Creation
How do I create an account to use HNL Build?
On the Home page, click on the Log in button in the top right corner. Then click on the Register as a New User button on the bottom of the page. Select your user account type and provide the necessary information. After completing the registration forms, you will be sent an message to verify your email and set up your password.
Why do I keep getting an error message when I try to make a new account?
If you is trying to create their HNL Build account and get an error message, you should contact HNLBuild@honolulu.gov. The message means we have a record in the system that was migrated from POSSE so we need to connect your old POSSE record to their HNL Build record. This action needs to be done by our HNL Build Account Management team.
It’s helpful to provide all the requested information when contacting us. Calling is okay, but email is best.
This is different from your ePlans account. Resetting your ePlans account will not create a HNL Build account. You should still have access to you ePlans account, but we strongly recommend you set up their HNL Build account to ensure they are able to track their application past the Review phase.
There is a similar issue for contractors trying to complete the HNL Build application. If we have a record with the contractor license number from POSSE, it will show a similar message. Contractors should also contact HNL Build, as instructed on the message.
We also recommend to applicants to encourage other applicant contacts such as owners, contractors, architects, engineers, etc. to register for their HNL Build account so everyone can be easily added to the application.
Will I need a new account if I had one in the old system?
Some accounts were transferred, however, you would still need to register in HNL Build to be connected to your previous account information.
How do I add an employee?
- Click the profile dropdown
- Select My Account
- Click Employee Details Tab
- Click Invite
- Fill in:
- First Name
- Last Name
- Business Account Role
Indicate whether the employee is a member or an administrator.
- Member – just a member of this account
- Administrator – can invite and manage other members.
How to I invite more employees to my business account?
Please visit www.honolulu.gov/dpp/hnl-build-step-by-step-guides and follow the Guide to Add an Employee.
I'm trying to setup an account but am receiving an error that says, "An Apex error occurred: BGCM.BGException: There was an issue with your registration." What does this mean?
This error means that you already have multiple accounts in the system using the same email/contact information. Email hnlbuild@honolulu.gov and we will help you setup your account.
Contractors
What does the "Pending Contractor Acknowledgement and Approval" banner mean?
This means the contractor still has to approve the project. After being added to the project by the applicant, the contractor should receive an email for them to click on. After clicking on the link and approving the project, the banner should go away and the applicant can move to the next step.
How can I tell which contractor accepted the project?
On the contacts section of your permit application, click on “View More,” which is located to the right of the contacts box. This will show you which contractor has approved the project.
My contractor says they didn't receive the approval email. What should I do?
- Ask them to check their spam and junk inboxes
- If they still do not see the email, have them contact hnlbuild@honolulu.gov. There may be an issue with their account and we will have to resend the email .
How come my contractor isn't able to see the permit in their HNL Build account?
There can be a variety of reasons for this, however the most common reason is that they don’t have the correct access level. The applicant can correct this by clicking on the “Edit Access” button on the top right corner of the contacts page. They can then select “Record Access.” The contractor will be able to view the permit in their “Shared Permits” tab.
I'm receiving an error that says, "The contractor you selected does not have the valid license classifications required to do this work. Please select a different contractor (Electrical C-13, Plumbing C-37, etc). What should I do?
Contact hnlbuild@honolulu.gov. We will fix the issue on our end.
How do I change the contractor on my permit?
You will have to contact ePlans@honolulu.gov. They can assist you with changing the contractor.
My contractor doesn't have an HNL Build account, can they still approve a project?
We recommend having them contact us to create an account. They will not be able to see the application, pay online or submit documents without an account.
I'm receiving an error that says, "Please select at least one contractor under the Account section. Click "Previous" to go back and make the selection." What should I do?
This means you haven’t selected the required contractors for the project. The required contractors are indicated by an asterisk * on this page.
General
What if I need help using the new system — is there a help desk or support line?
Yes, you may call DPP at (808) 768-8000. How-to videos and FAQs are also posted on DPP’s website.
What will happen to jobs started in POSSE that need to be finished in HNL Build?
When POSSE is shut down, all projects that are in-flight will be migrated to HNL Build and restored in the equivalent phase. Staff will be able to access those projects and continue work as needed. There may be additional manual processes for migrated projects. Also, applicants and owners may need to be added if they were not included in POSSE.
How is the public intended to use this new software?
HNL Build is the official online interface for DPP. All applications and requests will be accepted via HNL Build. Applicants will be able to check status, make payments, provide comments, upload files and receive all required documents through the system.
Are my submissions private?
Applications submitted to DPP are public, unless it is requested to be private due due to proprietary issues. Contact information is not shared.
Are there any videos that can show us how it works?
Yes, how-to videos will be available on DPP’s website and YouTube.
How can I submit a complaint if I don’t have an exact address/don’t know the house number/can only reference the streets/ only have a bus stop number?
When submitting an Requests for Investigation (RFI), you can use the map function to pin a location. You may also use the Additional Location Details field to provide more information.
Why did we need a new permitting system?
POSSE was initially launched in 1998 and needed a significant overhaul for many years. The POSSE vendor was recommending a complete upgrade so the decision was made to do a comprehensive review of comparable systems in the market.
Is the old POSSE going to be phased out completely?
Eventually, yes. When we go live with HNL Build, POSSE will remain available in read only mode until we are able to migrate all historical records to our new archive system. Once all of the data is migrated and verified, we will begin the process of shutting down POSSE.
Will ePlans still be a part of the regular workflow?
Yes, ePlans is integrated with HNL Build and the permit processing workflow is shared between the two systems.
Will there be a "transition period" where we can use both POSSE and HNL Build?
No, before HNL Build can go live, POSSE needs to be converted to read only so no updates or data entry can occur that won’t be reflected in HNL Build.
Is the information available in the search function exactly what we had access to in POSSE?
Not necessarily. Due to a change of data structure and sysem limitations the way information is displayed will be different, but has been configured in a way that resembles the format and amount of information that was available to the public in POSSE.
If I started a permit in the old system, do I need to resubmit it in HNL Build?
All information that was stored in our previous system, including permits, will be migrated to HNL Build. Any application in progress during the transition will be brought over and will be in the same status previous to the cutover.
Is ePlans going to remain the same, or is there going to be significant changes to integrate it with HNL Build?
ePlans will be closely integrated and access to ePlans will be through HNL Build. If you are familiar with ePlans, many of the pages will be the same, but the tasks will be initiated and tracked in HNL Build.
Is ePlans still separate from HNL Build, or can I upload documents to just one location?
HNL Build and ePlans are integrated. While you are technically still uploading documents to ePlans, your access will be through HNL Build.
Will users be able to access previously permitted drawings?
Due to file size limitations, we have uploaded two years of files from previous permits. We are in the process of setting up an archive system for access to older plans, but in the meantime you may contact DPP’s Data Access and Imaging Branch (DAIB) at dppdaib@honolulu.gov for older records.
I am the owner of a permit. Why can't I see it in under the "My Permits" tab?
You most likely don’t have the correct access level. The applicant of the permit will have to give you record access. They can do this by clicking on the “Edit Access” button on the contacts page. The applicant can then click on “Record Access.” This will allow the owner to see the permit under the “Shared Permits” section in the portal.
Does the owner need an HNL Build account to pay for a permit?
If they want to pay by credit card online, they will need an HNL Build account. Creating an account will also give them the ability to monitor their permit’s status.
I'm the owner of a permit, how come I can't see the building permit letter?
Only the applicant of the project is able to download and view the building permit letter. You will have to contact the applicant.
Permits/Applications
How do I search for building permits?
Permits associated to your account should be listed under My Permits. If you are not seeing a specific permit, please let us know the permit number so we can fix this issue.
If you are searching for permits that are not associated with your account, you can use the search feature at the top of the HNL Build page. You will need to logout first before you do your search. A search from a logged in account will only provide results for records under your account.
If you would like to be connected to another application, you may also ask the record holder (the applicant) to add you as a contact to their application so you have direct access through your account.
How do I check on the status of my permit application and can I track the status of my application in real time?
After logging in, you will have access to view the status of any application that is associated to your account.
How do I submit a permit application online?
Create a user account on HNL Build. Select the permit type you would like to apply for. Complete the application following the instructions on the page. Once your application is submitted, it will be reviewed for completeness and fee assessment. When ready, you will be advised of your fee amount. Once fees are paid, your application will be submitted and in review.
How do I check on the status of my STR application/license?
The status of STR applications and licenses will be visible in your HNL Build user account.
How do I check my neighbor's Building Permit?
The search function allows you to look for permits by number, location or other key words. There is also a QR code printed on the building permit that will link you to the specific permit’s information.
How do I check the status of a discretionary permit (CUP, ZA, SMA)?
Using the customer portal, you can search for discretionary permit applications and view the status. Logging in with your user account will give you access to more details about your applications.
How do I find historical permits for my property?
Enter your TMK or address in the search at the top of the Home page to find any permits associated to your location.
How do I upload a direct response to a comment?
Upload or respond to a comment through ePlans if a Building or CP job. You can also upload or respond to a comment through email if the review is not done in ePlans.
How do I upload additional information after my initial submission? How do I upload revisions or respond to comments from reviewers?
Additional documents can be sent through ePlans if a Building or CP job. Additional documents can also be uploaded to the HNL Build portal if not done in ePlans. Applicants can respond to a comment through ePlans if the project is a building or CP job. They can also respond to a comment via email if the review is not done in ePlans.
How often should I check the status of my submissions?
If you are the applicant, you will receive notifications when there is a status change or if you are assigned a task in HNL Build.
Is there a checklist available for what documents are needed for submittal?
Required documents are indicated in the application.
What types of permits can I apply for in HNL Build (e.g., residential, commercial, electrical, sign)?
Any permit, license, approval or determination provided by DPP can be applied for through HNL Build.
Will permit requirements differ for residential vs. commercial applications?
Yes, different permit types have different requirements. When submitting your application, your selections such as type of permit, scope of work will inform you of the required information.
Will owners be able to submit applications without a contractor assigned to the project?
Applications that are eligible for a Quick Permit are issued without review so the required contractors need to be identified. For all other building permit, you may submit the application with the contractors, but they need to be added before the permit can be issued.
For business accounts, will all users automatically receive notifications and access to submissions, or will each user need to be added manually?
Each person would need to be added to the specific permit application they should have access to and receive notifications from.
Why can't I see my old permits?
- Make sure you are signed into your account and looking at the “My Permits” section.
- If you don’t see your permits, contact hnlbuild@honolulu.gov. There are most likely multiple accounts in the system that need to be merged. We will need permission from the account owner to do this.
Payment
Can I pay permit fees online through HNL Build?
Yes, all fees can be paid online with a credit card.
Can I see a breakdown of fees before I submit? (ewa impact fees, DOE State wastewater, Storm water, etc.)
Yes, all fees and fee types will be displayed for review prior to payment.
What forms of payment are accepted?
Online payment (recommended) with credit cards (Visa, Mastercard, Discover). You may also pay via check or cash.
Will I receive a receipt or invoice for my records?
Yes, receipts are auto-generated and available in the system and provided via email.
If customers opt to drop-off a check for payment, is deliver payment to 7th floor going to be a standard procedure across all permit types? Or just for certain ones?
Payments for any permit types can be dropped off at the 7th floor and will be routed to the appropriate branch for processing.
Short-Term Rental
If I have an operator for my short-term rental, does my operator need their own Clariti user account?
If your operator needs access to view license information or status, their account can be connected to your license.
Where can I submit a short-term rental complaint?
From the Home page, click on New RFI/Complaint. You may submit anonymously or after you login. A logged in submission will provide tracking and status updates.
I'm trying to renew my short-term rental. Why is the license number not showing up?
This can be due to a variety of reasons, however most commonly this is because the license has expired. Email hnlbuild@honolulu.gov and str@honolulu.gov to see if this is the case. If so, you will have to go through the registration process again.
Technical Support
If I have an account on HNL Build, can you tell me if my architect needs to have a task assigned to them in order to add me as a contact, or can they do this regardless of having a task?
The applicant may add you as a contact to a project at any time by following these steps:
1. Open Permit application and Click on Edit Access Button from top right corner
2. Click Add Related Party
3. Search for your account and add you as a contact.
Can HNL Build and ePlans be integrated into a single interface, or do both programs need to be access independently?
HNL Build is integrated with ePlans. For an applicant, no separate access to ePlans is required. Status updates from ePlans will be displayed in HNL Build. Any actions required by the applicant are initiated in HNL Build.
Can you continue to use POSSE for data inputting?
No, POSSE will be in read only mode after Monday, July 28, 2025.
How will documents from POSSE be made accessible in HNL Build?
All data and files are being migrated from POSSE into HNL Build. However, due to storage limitations in our production system, we will be storing older historical records in an archive system that will be accessible through HNL Build.
In HNL Build, how will jobs be tracked when TMKs/Addresses change, or if a Subdivision occurs?
The application or permit will always be linked to the record of the TMK/Address it was originally linked to. TMK’s or addresses may be retired but they are not typically deleted. With that in mind, if someone made an edit to the original TMK/Address record (like name) that could be reflected on the past parcels these jobs are linked to.
Edits to TMKs and Addresses can only be done by the HOLIS team and are tracked.
Which types of POSSE items (Notes, Docs, etc.) will be retained?
All files will be migrated from POSSE into HNL Build.
Could there be a message on the home page to alert individuals that the search feature works differently for signed in or signed out?
Yes, we can add instruction on how to use the search function.
Can I save a draft of my application before submitting?
Yes, there is a PAUSE button available on each page of an application. You are able to make a reference note about that application and return to it at your convenience.
Zoning
How do I know what my zoning is?
Your TMK/parcel record will show any zoning information available for your location.
Why am I unable to submit a zoning variance?
You may submit a Zoning Variance under Zoning Permits.