Additional iPay Support

iPay Support                                

If an account holder calls iPay support, iPay will need to identify the caller before assisting with any lock out or questions. The questions the support rep will use to identify the caller are:

1. Caller’s name
   • The user must be listed on the account. If they are not, the call center does not assist
2. Two other pieces of security:
   • Last 4 of SSN/TID
   • DOB
   • Account number
   • Mailing address
   • Email address
   • Security question:
     • If these are listed on the account, this will definitely be one of the security questions asked
     • If these are not listed/added yet, they will ask two of the other items above

*This caller verification step can be an issue because Narmi currently does send “Account Holder” name to iPay. This means that after conversion, any “Account Holder” role would not have their name passed to iPay, meaning iPay is unable to help the caller. The caller will be directed to contact the FI. This issue is currently being worked on by the Narmi team.

**There may be additional charges from iPay based on the type of support required. Please reach out to your Narmi General Manager with any questions.