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Need more help? Browse this article for common questions or contact us directly by emailing support@narmi.com.

In this article:

Username Recovery and Password Reset
Generate Backup Codes for Locked Users
Core Banking System Outages or Errors
CSRF Errors
Unprompted Two-Factor Authentication Code
Mobile Banking Issues

Username Recovery and Password Reset

Users can easily recover their usernames or reset their passwords if they forget. To do this:

1. On the login page, select Forgot your username or password?

2. Enter the email address where you would like to receive password reset instructions.

Generate Backup Codes for Locked Users

If a user is locked out of Digital Banking because they do not have access to their two-factor authentication device, you can generate emergency backup codes from the Admin Platform.

Warning: This is a very high risk action.You should only generate backup codes for a user if you are absolutely certain they are legitimate.

In the Admin Platform, there is an option to Generate Backup Codes. Only staff users with the permission "Can generate lockout codes user" can generate backup codes.

To generate backup codes:

1. From the Admin Platform, select Manage Users from the top navigation bar.

2. Select a user's name from the user list. Scroll down to the Two-Factor Authentication section. Select Generate Backup Codes.

2. In the warning that appears, select Generate Backup Codes again to continue.

3. On the page that appears, backup codes are displayed only once. Communicate these backup codes in-person or by calling the user. Never communicate the code over email.

4. The user should then log in as normal with their Digital Banking credentials. When prompted for a verification code, they should select Backup Codes from the device list, and enter one of the backup codes you shared.

5. After logging in successfully, the user can manage their two-factor authentication preferences by navigating to their name on the upper right and selecting Settings. In the Two-Factor Authentication section, the user can add recovery codes, which they store in a secure location. For more information, go to Alerts & Security.

Core Banking System Outages or Errors

Narmi continually monitors core connections to our products and our engineering staff is notified of any outages. An outage could mean the connection is lost, VPN is down, or another issue. Our staff will follow planned escalation procedures to resolve. In the event of an outage, account balances will not update and actions that affect the core will not be available, such as enrollment and transfers. Please contact support@narmi.com if you suspect an outage.

While rare, an application may return an Opening Failed status, which typically requires manual intervention by the financial institution. This state means that the account did not successfully create on the core. Either a core banking task, core banking API, or configuration did not function properly, thus resulting in a partially or incorrectly created account. Often this is a result of a system inadvertently being down or a configuration change that was not communicated appropriately. Financial institutions should monitor Admin Applications for any applications with Opening Failed status and review them accordingly.

CSRF Errors

Cross-Site Request Forgery (CSRF) is a type of malicious exploit of a website or web application where unauthorized commands are submitted from a user that the web application trusts. To prevent this attack, all our forms contain a hidden CSRF token to validate that the request is legitimate.

For security reasons, CSRF tokens are rotated each time a user logs in. Any page with a form generated before a login will have an old, invalid CSRF token and need to be reloaded. This might happen if a user uses the back button after a login or if they log in through a different browser tab. Users may receive a CSRF error when this occurs. To resolve this issue, clear your browser cache and reload the page. Then re-enter the information and submit the form again.

This can be a complicated issue, so please reach out to support@narmi.com if you have additional questions or the error continues.

Unprompted Two-factor Authentication Code

If a user receives a two-factor authentication code and was not attempting to log in, it is likely the case that a data aggregator is attempting to retrieve data. This should only occur if a user has previously shared their login information through a third-party app such as Venmo, Intuit, or Mint.com.

To avoid future occurrences, a user can change their Digital Banking password and no further action is needed.

This is a list of IP's associated with Plaid, a well-known data aggregator:

54.88.74.128
54.208.59.10
54.88.202.28
18.214.218.91
3.211.30.208
3.214.25.67
52.88.82.239
52.41.247.19
52.0.205.192
52.3.166.211
35.174.147.86
34.199.37.46
35.168.137.48
3.215.49.214
34.202.178.138

Mobile Banking Issues

Here are some common mobile banking issues that your users may encounter.

Unable to Log in to the Mobile App (but Can Log in to the Web App)

If the user is unable to log in to the mobile app, but they can log in to the web app, try the following troubleshooting steps.

Have the user clear and re-enter their login credentials again, avoiding any spaces.
Is the user's operating system supported? We support iOS 12 or newer and Android 13 or newer.
Have the user delete and reinstall the app.
Have the user check for pending software updates available on their device and update to the latest software.
Have the user log into the mobile app, select More in the bottom navigation bar, then select Forget this device.
Have the user completely close the app and then reopen it.
Have the user check the time zone in their device settings and ensure it is set to automatically update. iPhone users can check follow these iPhone troubleshooting steps to correct the time zone.
Have the user check the storage usage for their device, which must have more than 20% storage available.
For Android users, in device settings, select the Digital Banking app, then select the option to Clear Cache and Storage for App.
Verify the user is not using VPN and that the device is not managed by their work or a corporation.
Have the user to go to How's My SSL? on their mobile device. Have the user take a screenshot of the page results and send those to support@narmi.com. When you email us, please provide us with the affected username, and the date and time that this issue occurred.

Data Not Loading in Mobile App

If a user logs in to the mobile app, but their account information does not load, it's possible that there is an issue with with the cryptographic authentication or type of key-based authentication.

Try the following steps to resolve this issue.

For Apple iOS:

Is the local system time on the device correct? If not, please have the user run through these iPhone troubleshooting steps to correct it. If the time is off by more than 5 minutes it can prevent the connection from occurring.
If that does not work, instruct the user to go to How's My SSL? on their mobile device. Have the user take a screenshot of the page results and a screenshot of Settings>General>About. Send those to support@narmi.com. When you email us, please provide us with the affected username, the date and time that this issue occurred, and confirm that the user is not using a VPN or Device Management (go to Settings > General > scroll to the bottom).

For Google Android:

Is the the local system time on the device correct? If not, please advise the user to follow any device-specific instructions for setting the correct date and time. If the time is off by more than 5 minutes it can prevent the connection from occurring.
If that does not work, instruct the user to go to How's My SSL? on their mobile device. Have the user take a screenshot of the page results and include that in your message to support@narmi.com. When you email us, please provide us with the affected username, the date and time that this issue occurred, and confirm that the user is not using a VPN and that the device is not managed by a corporation.

Some users may experience a "Server Error" or other issue while attempting to log in to the mobile app. We've found that this is caused by the user's two-factor authentication device blocking the verification number being sent. If you can provide a timestamp for when the "user.failed_login" event occurred (found in the Admin Platform > Manage Users > User Profile > History), we can check on our side to confirm.

Mobile Deposit Photo Capture Issues

Remote deposit capture is a way to process checks electronically from a digital image. To prevent errors when users capture photos for remote deposit, ensure your users follow these tips:

Use a solid, dark, non-reflective background. Avoid taking photos of a check in your hand or lap.
Make sure the check is flat and the background is flat.
Use bright lighting with no shadows.
Clean the phone camera lens before taking the photo.
Do not zoom in when taking the photo.
Ensure there is no paystub attached to the check.

No Decimal Point on Mobile Keyboard

If a user does not have decimal point on their mobile keyboard, please have them install Google Keyboard.

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