Support on Mobile

This article explains the options available in the Support section of the More menu in the mobile app.

In this article:

• Help Center
• Branch & ATM Locator

Help Center

Customers and members can use the Help Center to contact your support team and get answers to frequently asked questions. 

The following options are available in the Help Center: Secure Messages, Support Contact Information, and Frequently Asked Questions.

Secure Messages

Users can send a message to your support team by selecting More > Help center > Send a secure message. A list of previous messages appears. Select the pen icon to start a new message. Select the magnifying glass icon to search for a message.

You can also opt to display a custom message reply disclaimer to users on the top of the message center, for example, "For immediate assistance, call 1-800-555-5555." To add a disclaimer, from the Admin Platform, go to Institution Settings > Edit Support Message Reply Disclaimer.

For new messages, after selecting the pen icon, type a subject and message. Additional features are available on the message screen:

• Attach images or GIFs – Select the paperclip icon to attach any supporting images or GIFs via Take Photo or Choose from Library.
• Send to a specific team – On the top of the screen, users can select a specific support team to direct the message to (if applicable). If your institution would like to set up support teams that users can direct messages to, go to Manage Support Teams.
• View estimated response time – Users can also see an estimated time in which they can expect to receive a response, for example, "Typically replies in 24 hours." Your institution can edit this response time from our Admin Platform, under Institution Settings > Support Message Reply Time. The default is 24 hours.
  
  Select the up arrow to send the message.
  
  Users automatically receive an email notification to let them know your support team has replied. They can select the link in the email to open the reply. Users can also identify when they receive a reply in the message center, as unread messages have a green dot next to them.
  
  Users can also access secure messages from the mobile home screen. A dot shows on the envelope icon if there are unread messages.
  
  For instructions on how your support team responds to messages, go to Admin Messages.

Support Contact Information

Users can contact your staff by selecting by selecting one of the displayed email or phone options in More > Help center. You can edit these in the Admin Platform under Institution Settings > Support Email Address or Support Phone Number. Edit the placement of these contact cards under Institution Settings > Support Page Contact Us Information.

Frequently Asked Questions

Users can select More > Help center and browse the Frequently asked questions section for answers about topics set by your institution, such as bill pay and automatic savings. Your institution can edit these questions from the Admin Platform under Institution Settings > Support Page Frequently Asked Questions.

Branch & ATM Locator

Customers and members can select More > Branch & ATM locator to locate a branch or ATM nearby. 

Narmi integrates with the following locator services:

• Allpoint – An interbank network connecting ATMs worldwide.
• CO-OP – An interbank network connecting the ATMs of credit unions in the U.S. The CO-OP Shared Branch network allows members of one credit union to perform a range of transactions at another credit union. Through the CO-OP Shared Branch network, participating credit unions can serve members in diverse geographical locations, even when they move or travel.
• Moneypass – A Fiserv-owned interbank network connecting ATMs in the U.S.

To use the locator:

1. From the More menu, in the Support section, select Branch & ATM locator.
   
   
2. Upon selecting this option the first time, a message appears asking for permission to use your location.
   
   
   
3. If Allow Once or Allow While Using the App is selected, a page appears showing ATM and Branch locations. Select ATM, Branch, or Shared Branch to filter the list.