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's phone number, which is the one registered in their profile on the core. Note: 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.
Please refer to Permissions for User Actions for the permissions required to perform this action.
Your institution can customize the text of the verification SMS message in Narmi Command under Institution settings > Offline Verification Message. The default text is:
Your {institution_name} support verification code is {token}.
To verify a customer/member:
From the Narmi Command sidebar, select Customers/Members.
From the user list, select a user's name to open their profile.
From the three dots menu, select Verify user.
On the dialog that appears, select a verification reason from the list, which is optional. Your institution can customize these reasons in Narmi Command 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
Select Verify to send.
The notification is sent to the user’s device via a push notification if the device supports it, or via an SMS notification if a phone number is saved in the user's profile.
A dialog appears that allows staff to enter the user's PIN and select Verify.
