Troubleshooting & Support

Users can easily recover their usernames or reset their passwords if they forget. To do this: 1. On the login page, select Forgot your username or password? 2. Enter the email address where you would like to receive password reset instr...

You can manually reset a user's password from the user's profile in the Admin Platform. This action provides an onscreen reset password link that you can share with the user. The link is helpful for your financial institution when testing in your UA...

The Change Password feature lets your staff easily change their passwords directly in the Admin Platform without receiving reset emails. From the Admin Platform, select the cog wheel, then select Change Password . Enter your Old password and...

If a user is locked out of Digital Banking because they do not have access to their two-factor authentication device, you can generate emergency backup codes from the Admin Platform. Warning: This is a very high risk action. You should only genera...

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 Authenticat...

Narmi continually monitors core connections to our products and our engineering staff is notified of any outages. An outage could mean the connection is lost, VPN is down, or another issue. Our staff will follow planned escalation procedures to reso...

While rare, an application may return an Opening Failed status, which typically requires manual intervention by the financial institution. This state means that the account was not successfully created on the core. Either a core banking task, core b...

Cross-Site Request Forgery (CSRF) is a type of malicious exploit of a website or web application where unauthorized commands are submitted from a user that the web application trusts. To prevent this attack, all our forms contain a hidden CSRF token...

Data Aggregators are companies that facilitate data exchange by connecting a consumer or business’ financial accounts to authorized fintech partners, providing information the companies need to power their services. For example, the person-to-perso...

If a user receives a two-factor authentication code and was not attempting to log in, it is likely the case that a data aggregator is attempting to retrieve data. This should only occur if a user has previously shared their login information through...

Use test notifications to troubleshoot user issues with receiving emails or SMS notifications from your institution. Note: This feature is not available in UAT environments. To test notifications, from the Admin Platform, select the cog wheel, th...

Use Notification History to view past SMS notifications for an individual user’s phone number. This allows your staff to verify if a user’s two-factor authentication notifications were delivered and see delivery logs for any SMS alerts that the user...

As part of consumer or business enrollment in Digital Banking, the user enters their Social Security Number and date of birth, IRS Employer Identification Number (EIN), or Federal Tax ID. If your financial institution requires two-factor authentica...

This action allows you to log in as the user and view their account information. Only staff users with the permission "can emulate user" have the ability to log in as a user. This is read-only emulation and will not allow you to make changes.  To l...

Select this action to lock the user's account, so they cannot log in to Digital Banking. Once locked, the Unlock User action becomes available in the Actions menu to unlock the user's account. To lock a user: From the Admin Platform, select ...