End-User Communications

This article covers the email communications we send to your Account Opening or Digital Banking users. We send communications to the email address associated with the user’s account. We require a secure connection with the receiving mail server to send all email communications. For information on the SMS communications we send to Digital Banking users, go to Digital Banking SMS Communications.

The following conditions apply:

• Emails are sent via the Narmi system and typically have a "from" address of no-reply@[financial-institution-domain] unless you have a default "from" email address specified in Institution Settings > Default From Email. 

• For joint business accounts, communications are sent to the primary applicant only. 

• For joint consumer and business applications, communications are sent to the primary applicant only. 

• For security, as of release 2024.5, no usernames are included in end-user email communications. If your institution wants to allow users to see their username in communications, contact your Narmi Relationship Manager to make this change.

• All Account Opening emails are automatically sent unless specified as optional below. All Digital Banking emails are automatically sent to end users.

Some emails are configurable in our Admin Platform and if so, that is specified below. To configure, go to the Admin Platform sidebar, select Configurations > Institution settings, then use the setting specified. Note: Some communications have separate email templates for Consumer Account Opening (CAO) and Business Account Opening (BAO), specified below.

In UAT environments, for institution settings that configure email templates, you can select View sample email. This opens a new browser tab with a preview of the email as it appears to the end user and allows you to test the links within the email.
 

Other Customization

• To update the subject line of email confirmation communications, go to Institution Settings > Email Confirmation Email Subject. The default subject line is "Verify Email Address."

• To include an FDIC or NCUA logo in the footer of these emails, go to Institution Settings > Member FDIC or NCUA Logo URL. 

• To edit the length of time in seconds that a link sent in an Account Opening communication is valid, go to Institution Settings > Email Link Validity. The default is 72 hours (259200 seconds).

Account Opening Email Communications

The following emails are organized by category—Business, Consumer, Funding, General, and Staff-Led. All emails are automatically sent unless specified as optional below.

Business Account Opening Only

• Business Verification – Sent when an organization returns to the Business Account Opening flow. Configure this email via Institution Settings > Organization Verification Email Template.

• Business Email Confirmation – Sent to confirm identity as part of the Account Opening flow, for example, when returning applicants want to continue an application. Configure this email via Institution Settings > BAO Email Confirmation Email Template.

• Business Application Continuation (Optional) – If the application state is "Creating," you can opt to send a continuation email to the applicant reminding them to continue their application. To do this, go to the Admin Platform sidebar > Account opening > Applications > open the specific application view > select the three dots > select Send continuation email. Configure this email via Institution Settings > BAO Continuation Email Template.

Consumer Account Opening Only

• Consumer Verification – Sent when an applicant is verifying their email address in Consumer Account Opening. Configure this email via Institution Settings > Consumer Applicant Verification Email Template.

• Consumer Email Confirmation – Sent to confirm identity as part of the Account Opening flow, for example, when returning applicants want to continue an application. Configure this email via Institution Settings > CAO Email Confirmation Email Template.

• Consumer Application Continuation (Optional) – If the application state is "Creating," you can opt to send this continuation email to the applicant, reminding them to continue their application. To do this, go to the Admin Platform sidebar > Account opening > Applications > open the specific application view > select the three dots > select Send continuation email. Configure this email via Institution Settings > CAO Continuation Email Template.

Funding

• Funding Failed – Sent when identity decisioning was successfully processed, but the account did not proceed to the core banking system. (This can be due to several possible reasons, such as insufficient funds or an invalid credit card number. See Funding Failed for more information.) This email suggests to the applicant that they try a different funding method. Configure this email via Institution Settings > Funding Failed TemplateNote: There are separate templates for business and consumer applicants.

• Retry Funding (Automatic and Optional) – If the application state is "Funding failed," the applicant automatically receives an email notification. You can opt to send an additional email to the applicant containing a link allowing them to retry with a new funding source. To do this, go to the Admin Platform > open the application view > select the three dots > select Send retry funding email. Configure this email via Institution Settings > Funding Failed Template. Note: There are separate templates for business and consumer applicants.

General

• Existing User Mismatch – Sent when an existing user starts an application with a different email address than the one currently associated with the user on the core. The email is sent to the address entered on the application to alert the user to check the email on file. Configure this email via Institution Settings > DAO Existing User Email Mismatch Email Template.

• Application Approved – Sent upon successful opening of the account on the core. This applicant passed identity verification, successfully funded the account, and the account opened on the core. Configure this email via Institution Settings > Application Approved Template. Note: There are separate templates for business and consumer applicants.

• Documents Requested (Automatic and Optional) – If your financial institution is integrated with Vouched, a “documents requested” email is automatically sent when the applicant must upload additional documentation to complete their application. This email provides a link that will take the user to the application flow, where they upload documents. You can also opt to send an additional email to the applicant notifying them that documents are requested. To do this, go to the Admin Platform sidebar > Account opening > Applications > open the specific application view > select the three dots > select Send docs requested email. For more information on “documents requested” status, go to Application Statuses. Configure this email via Institution Settings > Documents Requested Template. Note: There are separate templates for business and consumer applicants.

• Manual Review – We send this email when an applicant enters the "manual review" state after submitting an application. "Manual review" is an application outcome from Alloy which causes us to pause the application. The application must be manually decisioned by the financial institution in the Alloy platform. Configure this email via Institution Settings > Manual Review Template. Note: There are separate templates for business and consumer applicants.

• Application Denied (Consumers or owners/partners in an organization only) – Sent when an applicant enters the "denied" state after submitting an application. "Denied" is an application outcome from Alloy, which causes us to stop the application from proceeding. Businesses are not auto-denied. Configure this email via Institution Settings > Application Denied Template. Note: There are separate templates for business and consumer applicants.

Staff-Led Account Opening Only

• Staff-Led Disclosures – Sent when your staff sends a disclosure notification email for staff-led applications (business and consumer). To do this, from the Disclosures section of the staff-led flow, select Send to applicant. Configure this email via Institution Settings > Staff-Led Disclosures Email Template.

• Staff-Led Application Continuation (Consumer and Business) – If the application state is "Creating," you can opt to send a continuation email to the applicant reminding them to continue their application. To do this, go to the Admin Platform sidebar > Account opening > Applications > open the specific application view > select the three dots > select Send continuation email. For the Business Staff-Led flow, this can also be sent when the staff member selects Send to applicant in the application header. Configure this email via Institution Settings > CAO Continuation Email Template for consumers or BAO Continuation Email Template for businesses.

Digital Banking Email Communications

The following emails are organized by category—Business Banking, Enrollment, Money Movement, Transactions, User Setup, and Other. All Digital Banking emails are automatically sent to end users.

Business Banking 

• Dual Approval Approved – Sent when a wire the user submitted is approved (dual approvals must be enabled). Configure this email via Institution Settings > Dual Approval Approved Email Template.

• Dual Approval Denied – Sent when a wire the user submitted is denied (dual approvals must be enabled). Configure this email via Institution Settings > Dual Approval Denied Email Template.

• Dual Approval Requested – Sent to all users who are permitted to approve wires when a wire is submitted for approval (dual approvals must be enabled). Configure this email via Institution Settings > Dual Approval Requested Email Template.

• Organization Invite – Sent when a business admin invites a new user to join their organization's Digital Banking account. Configure this email via Institution Settings > Organization Invite Template.

Cards

• Lost/Stolen/Never Received Card – Sent to users who reported their card lost, stolen, or never received in the manage cards feature. Configure this email via Institution Settings > Card Misplaced Email. The default text explains that the lost card was canceled, and the user will be issued a new physical card with a new number in 5-7 business days.

• Damaged Card – Sent to users who reported their card damaged in the manage cards feature. Configure this email via Institution Settings > Card Damaged Email. The default text explains that the user will be issued a new physical card with a new number in 5-7 business days, but they can continue using the damaged card until they activate the new one.

Enrollment

• Welcome Email – Sent when a user's Digital Banking account is activated. It includes a link to confirm their email address within 2 days.

• Enrollment Code – If your financial institution requires two-factor authentication or has enabled enrollment codes, a prompt displays during enrollment for the user to enter a verification code. This email is sent to the email address associated with the account and includes the verification code.

• Online Banking Add Account Verification – This email is only sent from institutions where the Memberships "Link another account" feature is enabled in Digital Banking Settings. For more information on this feature, go to Memberships.
  If a user enters the correct details to link an account, we check whether their email has already been confirmed or not:

  • If the email has already been confirmed, we automatically link the account

  • If the email has not been confirmed and your institution supports enrollment codes, rather than automatically linking, we send an email to the core-provided email on the account they're attempting to link. When the user opens the email and selects Confirm, the account will be successfully linked.

• User Exists without Reset Link – We send this email if we identify that a user has already enrolled but is attempting to enroll from the "Tell us more about you" page of enrollment. We determine which email is sent based on whether the institution supports core authentication or not.
  This use case is where the core uses authentication, meaning the core also stores a record of the username/password and has its own defined username/password validation. We send the email and display an error to the user.

• User Exists – We send this email if we identify that a user has already enrolled, but is attempting to enroll from the "Tell us more about you" page of enrollment. We determine which email is sent based on whether the institution supports core authentication or not. This use case is where the core DOES NOT use authentication. We search our own Narmi database for a user with the given core_user_id and user_category (personal or business). If we find that a user already exists, we send an email with a password reset link and display an error to the user.

• Enrollment Continuation – We send this email when a user has not finished their enrollment and they either 1) re-enter information in the "Tell us more about you" page or 2) try resetting their password. The email includes a link for them to continue enrollment.

Money Movement

• ACH Transaction Initiated – Sent when a user performs an ACH transfer to confirm the transfer was initiated.

• Transfer Failed – Sent when a user performs an ACH transfer to confirm the transfer failed.

• Wire Submitted – Sent when a user requests a wire transfer to confirm the wire request was received.

• ACH Rejected – Sent when a user's ACH transfer was canceled by staff.

• Wire Rejected – Sent when a user's wire request was rejected by staff.

• Loan Payment Rejected – Sent when the user's loan payment is rejected because it is greater than the loan balance.

• External Account Verified – Sent when an external account has been successfully verified and added to the user's existing Digital Banking account.

Transactions

• Transaction Alert – Sent when a user has posted transactions that meet their alert criteria. For more information, go to Transaction Alerts.

• Transaction Alert Rate Limited – Sent when a user's transactions are rate-limited. This email asks the user to review their transactions.

User Setup

• Set User Credentials – Sent when the user leaves the enrollment flow before choosing a username and password.

• Email Change Confirmation – Sent to verify the email address when a user changes it from their Digital Banking Settings.

• Email Change Acknowledgment – Sent to acknowledge when a user changes their email address from Digital Banking Settings.

• Password Change Acknowledgment - Sent to acknowledge when a user changes their password from Digital Banking Settings (not the password reset). For more information, go to Changing Passwords.

• Address Change Acknowledgement - Sent when a user changes their mailing or residential address from Digital Banking Settings.

• Two-Factor Authentication (2FA) Code – Sent when a user logs in with 2FA.

• Two-Factor Authentication (2FA) Device Updated – Sent when a user adds or removes their 2FA security device from Digital Banking Settings.

• Reset Username or Password - Sent when a user attempts to recover their username or password via the "Forgot your username or password?" link on the login page. This email includes a link to reset the password. If your institution is on release 2024.4 or earlier, customers automatically see their username in the reset email. As of release 2024.5, usernames are masked in the reset email for security. If your institution would like to allow users to see their username in the reset email, contact your Narmi Relationship Manager to make this change.
  If your institution has usernames masked in the reset email, your staff can look up the username to manually give to the customer. This is located in the Admin Platform in the right sidebar of their user profile.

Other

• Statement Notification – Sent when the user's paperless statement is available for viewing.

• Support Chat - Sent when the user receives a message from the institution through Digital Banking.

Digital Banking SMS Communications

The following communications are sent to your Digital Banking users via text message. All SMS notifications are automatically sent in addition to the corresponding email communication to the phone number associated with the user’s account.

• Mobile Two-factor (2FA) Authentication Code –  Sent when a mobile device is used for 2FA.

  Text: <FI Name>: DON'T share. Use code 123456 to verify your identity. We'll never call or text you to ask for this code. Call us if you didn't request it.

• Password Change Acknowledgment – Sent to acknowledge when a user changes their password from Digital Banking Settings (not the password reset). This message is customizable by contacting your Narmi Relationship Manager.

  Text: Alert: Your {institution_name} password has been updated. If you didn't initiate this change, please contact us immediately at {help_phone}.

• Password Change Acknowledgment Push – A push notification is also sent for password changes if the user has push enabled on their device.

  Text: Your password has been updated. If you did not initiate this change, please contact us at (Support Phone Number institution setting)

• Custom alerts – Sent based on custom alerts set up by the user in their Security Settings if “text” was selected as the notification type.