Enrollment Troubleshooting

Here are some tips for troubleshooting user enrollment issues.

During Enrollment

If the user navigates away from the enrollment screen and doesn’t enter the enrollment code:

1. Their user profile in the Admin Platform has “Enrollment Verification Required” status (Admin Platform > Customers/Members > select user’s name).

2. Direct the user to enter their enrollment code to complete their enrollment and sign in to the platform.

If the user isn’t sure how to find the enrollment code screen again:

1. Log in to Narmi with the username and password entered at initial enrollment.

   • There is an option to indicate if you forgot your username and password, so the user selects that link and follows the onscreen instructions.

2. The first screen that will appear after login will be the enrollment code screen.

   • The enrollment code itself will not expire, so the user should find their initial email and enter the code received.

If the user no longer has their enrollment code email (they deleted it, or they never saw it)

1. Check the spam folder.

2. Your institution’s support team can use Resend Enrollment Code in the Admin Platform.

3. If the user still is not receiving the enrollment code email:

   1. Due to various uncontrollable factors, approximately 1% of end users are unable to 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

If a user has trouble logging in:

• There is an option to indicate if you forgot your username and password on the login page, so the user selects that link and follows the onscreen instructions.

• Send a password reset link if the user cannot self-serve from the Admin Platform under Customers/Members > select user’s name > Actions > Send password reset.

When to reach out to Narmi for help:

• The user is not able to receive the enrollment code for some reason, for example, the initial email was not received and they are also unable to 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.