Credit union end user enrollment FAQ

What happens if an end user’s already enrolled?

If the SSN and member number provided match an end user that already has home banking credentials, a message displays saying they’re already enrolled and the app navigated them to the sign-in page.

What happens if an end user’s account is locked?

The app displays a message saying the end user’s not found in the core when performing the look-up.

How can I prevent an end user from enrolling and/or logging in to Banno apps?

In the Account record, set the Audio/HB Frozen Mode field to 2. If the end user should resume access to digital banking, set the field to 0.

How can I verify that Banno enrollment is complete?

A credit union can verify enrollment by looking at the account in the core. In the Preference record, a valid enrollment should display an HB username and HB password.

How does enrollment work for an end user on a joint account?

The joint end user can enroll—using their own SSN—if the joint relationship is allowed, and an ID isn’t already on the account. However, we don’t allow enrollment if the account already has a Preference record with valid credentials in it. This means that if the primary end user already enrolled, the joint end user is unable to enroll. The same is true if the joint end user already enrolled—the primary end user is unable to enroll. The credit union will have to complete the enrollment for the joint end user in this scenario by manually adding a Preference record in Episys. If there are two enrollment Preference records, the security process uses the primary end user’s information.

What happens if the name record that contains the provided SSN is not the primary name record?

As long as one name record matches by SSN—unless we limit configurable relationships (primary, joint, or beneficiary)—the account holder can enroll.

How does rate-limiting work?

Read about rate-liming in Authentication & security.

If an end user’s locked out because of rate limiting do we have any options to get them enrolled?

When the inevitable happens and an end user’s locked out of enrollment because of too many failed attempts, the credit union can assist the end user by manually updating the Preference record by completing the following:

1. Enter the end user’s chosen username directly into the HB Username field.
2. Enter a temporary password in the HB Password field.
3. Set the PW Probation Reset field to Yes. Setting the probation field to Yes causes the app to have an end user update their password the next time they log in.

What information does Banno verify against the core for user enrollment?

Banno verifies the end user’s SSN/TIN, account number, and phone number against the core during the enrollment process for all attempts. Their enrollment attempt will fail if any of the information is incorrectly entered, and the reason for the failure will display to them via an error message. The attempt’s also recorded in the enrollment report in Banno People.

In situations where the Email verification feature is enabled, the end user needs to enter the email address that matches core. If they don’t have an email address in the core while trying to enroll, they’re unable to enroll and should contact the credit union.

Are enrollment attempts recorded?

Using Banno Reports, know when end users successfully enrolled or attempted enrollment in your app by exporting the Enrollments report.

After a nonmember submits a membership application or loan origination, can they immediately create their digital banking credentials by enrolling in Banno Apps?

Configuration for account opening products can vary from institution to institution. Banno’s enrollment feature looks at the membership status field in the Account record and rejects enrollment attempts when the membership status field is set to 1. The membership status field needs to be set to 0 for an end user to successfully enroll in Banno Apps. For security purposes, we strongly recommend that your institution sets the default membership status field to 1 for new online applications. Then, you can determine the appropriate membership status field during your review process.