Engagement

Active Users

Know the number of end users, when they use your app, and how often by downloading the Active users report. This report displays end users’ whose latest login to Banno Apps occurred during the report’s date range as shown in the Latest Mobile Use and Latest Online Use columns.

Signups

Know the number of end users and when they initially started using your app by downloading the Signups report. This report displays end users who logged into a Banno App for the first time during the reports’s date range as shown in the Activation column.

Login audit

Know whether or not (and when) end users successfully login to your app by downloading the Login audit report. The Login audit report offers up to six months of end user logins prior to the date the export is requested. This report displays end users who logged into a Banno App (or attempted to) during the report’s date range as shown in the When column. It also shows the status of each successful and attempted login in the Progress column.

Enrollments

Know when end users successfully enrolled or attempted enrollment in your app by downloading the Enrollments export. As an end user enrolls, they go through a series of steps that includes providing personal identification information in the New user enrollment window, verifying a 2FA code, and creating a username and password. They might successfully enroll, encounter an issue, or abandon the process, and this export shows the status of each enrollment in the Progress column.

What do the exported fields mean?

Based on the export selected and data available, several of the following fields are shown in the report. In alphabetical order, the possible fields for Engagement reports include:[^2]

Account number

The account number for the account used to enroll in digital banking.

Activation

The date and time an end user successfully logged into your app for the first time.

Activity

The number of times an end user logged in to your app.

CIF

The Customer Information File (CIF) number assigned to end users whose banking institution uses Silverlake, CIF 20/20, or Core Director.¹ This field does not apply to credit union customers and displays as an empty value.

Email

The email address associated with the end user using your app.

Enrolled in App

The date and time the end user first logged on to Banno Mobile.

First name

The first name of the end user logged in to your app. For end users with Business as their User Type, the field is blank.¹

IP Address/IP

A series of numbers identifying the device from which an end user logged in or enrolled in digital banking.

Last Approval Request

The date and time when the end user last enrolled in RDC.

Last name

The last name of the end user logged in to your app.¹ For end users with Business as their User Type, their first name also displays in the field. If a last name displays repeatedly, end users tied to the account have different usernames from one another.

Last Updated

The date and time when the last status (progress) update occurred for the end user in the digital banking enrollment process.

Latest Mobile Use

The most recent date and time an end user logged into Banno Mobile during the export’s date range. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

Latest Online Use

The most recent date and time an end user logged into Banno Online during the export’s date range. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

NetTeller ID

An end user’s assigned digital banking ID for NetTeller.¹ The formatting of this field varies depending on the program used to view the CSV. If the field does not appear correctly, or if it shows the same NetTeller ID for each end user, try increasing the column width or changing the column format to number and making sure the number of decimal places is set to zero. Not every institution has NetTeller IDs assigned to end users, because some institutions migrated to Jack Henry without ever using NetTeller. Other institutions transitioned away from not using NetTeller, so end users may or may not have an ID. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

Phone

The phone number associated with the end user who logged in to your app.

Progress (Enrolled users export)

The recorded status of where the end user is in the digital banking enrollment process. Listed in alphabetical order, possible statuses include:

2FA failure

2FA authentication failed due to an issue with the third-party that provides the 2FA code.

2FA incorrect code

The end user submitted an incorrect 2FA code.

2FA success

The end user successfully verified a 2FA code, but they didn’t create their username and password credentials.

Enrolled

The end user successfully completed the enrollment process.

Episys failure

Enrollment was unsuccessful because of a call issue to core. For credit unions, this could include an invalid username.

Failed to get if the CU is in memo mode

This status applies to credit unions only. The call to SymXchange failed, and it’s not determined if the institution was in memo mode or not.¹

Institution not found

The institution ID doesn’t exist.

Invalid credentials

The end user successfully submitted personal identification credentials, verified a 2FA code, and had already submitted a username and password for registration in the core. However, the submitted username and/or password login credentials didn’t satisfy the institution’s rules for usernames and passwords. One rule example includes the password needing to be at least eight characters long for security purposes, but the end user submitted a password with five characters.¹

Lookup authentication failure

The end user requested the 2FA code to resend, but the call to the third-party 2FA code provider failed.

Lookup success

The end user successfully provided matching personal identification information, but didn’t verify a 2FA code. For credit unions, this could include a changing dynamic IP address as they attempted to verify a 2FA code.

Netteller failure

Enrollment was unsuccessful because of an issue with NetTeller.

Not authenticated

Enrollment was unsuccessful due to an error in the authentication process. This can also occur when a step in the process is performed out of order.

Phone number doesn’t match

The end user attempted enrolling with a phone number that doesn’t match the phone number in core.

Server failure

Enrollment was unsuccessful as a result of an issue with the server.

The CU is in memo mode

This status applies to credit unions only. The end user attempted to enroll during memo mode, and they need to wait until the institution is out of memo mode to enroll.¹

The user is too young

The end user’s age didn’t meet the minimum age as determined by the institution.¹

The user’s age is not found

Core was unable to determine the end user’s age.

The user’s symx member number is invalid

The end user used an invalid member number, such as a wrong format.

Too many attempts

The report only shows this progress status for credit unions, because banks have a similar rate-limiting feature already implemented in the NetTeller-BSL. Over the 48-hour period preceding the attempt, there were too many attempts to initiate an enrollment. These may have been either too many attempts using the same Social Security Number (a.k.a. Tax Identification Number) or from the same IP Address. For security reasons, Banno Apps incorporate a rate-limiting feature, intended to prevent a malicious user who may get hold of the SSN from impersonating the end user and taking control of their account by enrolling.

Unknown error

A generic status for an unsuccessful enrollment we couldn’t identify.

User already enrolled

The end user is already enrolled, or they submitted a TIN/account number pair that’s already enrolled.

User is restricted from enrollment

The institution restricted the end user from enrolling.¹

User not in core

The end user provided incorrect personal identification information that core didn’t recognize.

Progress (Login audit export)

The recorded status each time Banno authenticates an end user’s login or attempted login to Banno Apps. Except for Success, all statuses indicate the end user unable to login in. Listed in alphabetical order, possible statuses include:

Cash Management Access Denied

The Cash Management user attempted logging in with the incorrect username.

Cash Management Held

The Cash Management user was prevented from logging in because they’re in a held status.¹

Cash Management Not Supported

An institution doesn’t support Cash Management and the CM user attempted logging in.

Customer Not Found

This status applies to banks only. The Business Services Layer didn’t recognize the end user’s ID.

Dormant

The end user’s account was dormant.¹

Error

There was an authentication issue on the server.

Invalid Credentials

The end user provided an incorrect username or password.¹

Locked

The end user’s account was locked.¹

Member Number Changed

The end user’s account number (member number) and username no longer match. This can happen to credit union members who are registered in Banno—have used Banno at least once—with a given username and member number, or a member has had either their username or member number modified.[^]

No Valid Account

This status applies to banks only. The end user’s account status was inactive (not valid) in core.

Outside Allowable Time

A Cash Management user attempted logging in outside an allowable time. CM Users can have allowable times set to login to an account, so the CM user needs to talk with the account owner and have the allowable time adjusted.¹

Service Unavailable

While this status is rare, the end user attempted logging in to their digital banking account for the first while core was unavailable or offline.

Success

The end user provided a valid username and password and successfully logged in to the Banno App.

Too Many Attempts

The end user attempted too many incorrect logins on the same day.

Unknown IP Address

When an institution has configured IP restrictions in NetTeller Back Office and the Cash Management user attempts logging in from an IP Address affected by the restrictions.¹ It only applies to logins with a password (not mobile syncs). This status could also occur when the BSL doesn’t recognize the IP Address.

Started

The date and time when the end user started enrolling in digital banking.

TIN

The last four digits in the end user’s Taxpayer Identification Number (TIN).

Username

An end user’s digital banking username.

User type

Individual or Business differentiates between consumer and Cash Management users. Individual indicates consumers and Business indicates Cash Management users.

When

The date and time of every login and attempted login to Banno Apps during the export’s date range. Times are reported using the time zone set for your institution.

FAQ