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Household Frequently Asked Questions

Households are a way for credit union retail end users to have several accountholders, including joints, on a single account. The following questions are about household self-enrollment.

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 navigates them to the sign-in page. For this user to join a household for their membership, the credit union must support migrating existing users to households.
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?
To verify enrollment, search for the user in Banno People.
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 accountholder can enroll.
If an end user is locked out because of rate limiting do we have any options to get them enrolled?
In the event that a user gets locked out, the user must wait for the 24 hour lockout to pass before they will be allowed to enroll. The lockout period begins when they’ve attempted and failed enrollment for the sixth time, subsequent attempts does not restart their 24 hours.
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.
What username and password rules are enforced?
With Unified Identity Service, password rules are not institution specific. They are based on industry best practices.

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