Digital Banking MFA Code Not Received by Member
Determine what step member is on and the issue they are having:
1) Member initially sees "Request New Code"
- This means that push notifications are enabled and a push notification was sent
- Note: if the member is using desktop - Member will need to turn on phone and get push through phone or "request new code" where they could select text or voice as fallback if the phone with the mobile app is unavailable.
2) Member does not see expected phone number in drop-down when delivery method of Text or Voice Message is selected
- Confirm number is in Symitar under User's name record as either home, work or mobile
- Confirm phone number is verified in Lumin Admin
- if not, instruct the member to use the From Call Center option to get the member logged in. When the member is logged in, instruct them to go to User Settings (upper-right) -> Profile, scroll down and select Verify next to the phone number. They will then need to request a code. After verifying, the member will see the phone number in drop-down in the future.*
3) Member selects Text Message delivery and Request Code, but no text is received
- confirm member has selected the delivery option of Text Message and the correct number AND the member clicked the Request Code button.
- Confirm member is selecting a mobile phone number. The Digital Banking system will allow a member to select text to a landline home or work number. A number listed as mobile may not necessarily be a mobile number.
- Confirm the phone is on/has cell service
- In the audit log, confirm the request has been sent if possible. The entry will show:
- If isolated to a specific member's phone, the phone number (833)863-0261 may blocked by the member's carrier. The member can contact their mobile carrier or look at blocked numbers via their phone or carrier app if they have the skills.
- If this is being reported for multiple users, it may be Digital Banking or a specific mobile carrier issue so when reporting this to helpdesk please provide the mobile carrier if possible.
Options to try:
- Have the member attempt voice to that phone number
- Recommended: If the member has the UECU mobile app installed on their phone, Use the From Call Center option to get the member logged in then have them set up push notifications to the phone. Push notifications will be more reliable than SMS and offer another channel for delivery beyond text and voice and may be the best or only solution for other countries
4) Member has push set up, but push is not being delivered
- Push will only come through the mobile app to registered devices. The mobile app must be installed and the phone needs to be on to authenticate the push request.
- Restart the phone
- uninstall app, restart phone, reinstall app
- If being reported by multiple members, open a helpdesk ticket. When opening a ticket, please always include account number, step at which member is having issues and the type of code expected - SMS, push or voice
5) Member selects Voice Message delivery and Request Code, but no voice call is received
- If voice is not being delivered can confirm member selected voice from drop-down and confirm in logs it was requested
- Member should contact provider. The from number for voice should be: 1 205 543 9128
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How to Enable Push Notifications
After the member is successfully logged in (either on their own or with assistance using the From Call Center option:
- Under User Settings->Security->Authentication tab enable Push authentication for the mobile phone. If multiple entries exist for the same phone, use the first one.
