Troubleshooting Steps for 2FA

If a user has issues with receiving verification codes on their trusted device, here are some basic steps to help you resolve these issues.

• For codes received via email, make sure the user's email is spelled correctly and have them check the spam/junk folder. For more tips, go to Troubleshooting Email Notifications.
• For codes received via mobile phone, check that the user did not block the phone number that is sending the verification code. For more tips, go to Troubleshooting Mobile Notifications.
• Have the user add a new two-factor authentication device from their Digital Banking Settings. For instructions, go to Two-Factor Authentication.
• For phones, change the user's notification method from text to call, or vice versa. This is done from the user's profile in the Admin Platform. For instructions, go to Communication Method.
• For mobile phones, check the SMS notification history to make sure the trusted device is receiving the codes. This is done from the user's profile in the Admin Platform. For instructions, go to Fetch Notification History.
• From the Admin Platform, test that user is receiving email or phone notifications. For instructions, go to Test Notifications.
• From the user profile in the Admin Platform, generate emergency backup codes. For instructions, go to Generate backup codes for locked users. 

If you've followed these steps and need further assistance, please contact support@narmi.com.