Generate Backup Codes for Enrollment

Note: This scenario only applies to institutions that do not support email as a two-factor authentication (2FA) method. Permitted 2FA methods can be customized via the Admin Platform under Institution Settings > Permitted Two-factor Authentication Methods.

If your institution has users who are not able to enroll in Digital Banking because they cannot receive 2FA codes to their phone (most commonly because they have non-US/international phone numbers), you can enroll them in Digital Banking using backup codes. Staff users with the permission "Can generate lockout codes user" can generate backup codes for customers. Only Admin-level staff users with the permission "Can generate lockout codes user" can generate backup codes for other staff users in addition to customers. Each code can only be used once.

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

To generate backup codes for enrolling a user in Digital Banking:

1. From the Admin Platform sidebar, select Customers/Members.

2. Select the user's name from the user list.

3. Scroll down to the Two-Factor Authentication section and select Generate Backup Codes.
    
   
   

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

   

   
   

5. On the page that appears, backup codes are displayed only once. Share at least one of these backup codes in person or by calling the user. Never communicate the code over email or text. Inform the user that each code can only be used for a single login, and they will need to add an authentication app (e.g., Google Authenticator) for subsequent logins, as indicated in step #8 below.

6. Have the user log in via desktop or mobile browser with the Digital Banking credentials they set up during the Register step of enrollment. When prompted for a verification code from the device list, they should:

   1. Select Email (email will appear as an option if 2FA is required at your institution) and check their email for verification 

   2. Select Backup codes and then enter one of the backup codes you shared. Each code can only be used once.
      

      

      
      

7. Once the user reviews and updates Preferences and selects Finish, they will be automatically directed to the Digital Banking Dashboard.

8. A message appears asking the user to add an additional 2FA device. The user should select the link in the message and then select An authentication app (e.g. Google Authenticator) from the menu.
   

   

   
   

9. If the user does not already have an authentication app, they will need to download one.