Verify User

Using this offline verification method, your staff can verify a user by sending them a support PIN via push notification or SMS text message. We send the push notification or SMS to the user profile phone number, which is what the user has on the core. It is not necessarily their MFA phone number. Once the user receives the PIN, they can read it back to your staff to verify their identity.

Note: This option is not available for staff users verifying other staff users.

Your institution can customize the text of the verification SMS message in the Admin Platform under Institution settings > Offline Verification Message. The default text is:

Your {institution_name} support verification code is {token}.

To verify a customer/member:

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

2. From the user list, select a user's name to open their profile. 

3. From the Actions menu, select Verify user. 

4. On the page that appears, select a Verification method, either Push notification or SMS notification. The push notification option is available if the user has a pushable device. The SMS notification option is available if the user has a phone saved to their user profile. If the user doesn't have a pushable device or a profile phone, you’ll receive a warning message. If the user has disabled push notifications on their device, you’ll receive a warning that prompts you to try SMS instead.

   
   

5. Select a verification reason from the list, which is optional. Your institution can customize these reasons in the Admin Platform under Institution settings > Offline Verification Reasons.
   The default reasons are:

   • Contact info: update email

   • Password: send password reset email

   • External Account: update details of an external account
     

   
   

6. Select Verify to send.