Enrollment Troubleshooting
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Enrollment Troubleshooting
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Here are some tips for troubleshooting user enrollment issues.
During Enrollment
The user navigates away from the enrollment page and doesn’t enter the enrollment code
Go to the user’s profile (Admin Platform > Customers/Members > select user’s name). Their profile should show a status of “Enrollment Verification Required.”
Direct the user to enter their enrollment code to complete their enrollment and log in to the platform.
The user cannot find the page to enter their enrollment code
Log in to Narmi with the username and password entered at initial enrollment. If the user does not know their username and password, they should select Forgot your username or password? from the login page and follow the onscreen instructions.
After logging in, the enrollment code page appears. The enrollment code itself does not expire, so the user should find their initial email and enter the code received.
The user no longer has their enrollment code email (they deleted it or they received it)
Check the spam folder.
Your institution’s support team can use Resend Enrollment Code in the Admin Platform.
If the user still is not receiving the enrollment code email, this may be due to various uncontrollable factors. Approximately 1% of end users cannot receive enrollment verification code emails from Narmi. Please refer to Users Unable to Receive Emails from Narmi for instructions on handling these rare occasions.
After Enrollment
The user cannot log in
The user should select Forgot your username or password? from the Digital Banking login page and follow the onscreen instructions. Go to Username Recovery and Password Reset for more information.
Send a password reset link to the user directly from the Admin Platform under Customers/Members > select user’s name > Actions > Send password reset. Go to Reset Password for a User for more details.
When to contact Narmi for help
The user cannot receive the enrollment code for some reason; for example, the initial email was not received, and they can also not receive emails from your institution’s support team via the Admin Platform (email is blocking the sender or otherwise unable to retrieve). In this case, ask support@narmi.com for the enrollment code.
The user is not able to log in and/or reset their password, and they are not able to receive a password from your institution when sent from the Admin Platform (under Customers/Members > select user’s name > Actions > Send password reset). In this case, ask support@narmi.com for a password reset link. The link expires in 72 hours.
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