Review the information below for troubleshooting tips.
IVR # 1-669-241-2767
SMS # 36397
Troubleshooting SMS/IVR
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Confirm the attempted number is correct
- To update follow this solution article
- Ask the customer to verify that the phone or SMS number is not blocked
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Ask if the user replied STOP to SMS messages.
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Undoing a STOP reply
- Have the user pass the challenge using the phone call option
- In RO, under Profile > Security Challenge, have the user re-save the number listed to re-enroll in SMS messaging
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Undoing a STOP reply
- If customer is unable to receive phone/call, test by changing the number to a bank number
- If requesting a code, verify the user enters the one-time code rather than the sending number (36397)
Challenge & Deny Reasons
Challenges:
- Device type and black box information
- IP address and location
- Internet connection type and routing
- Browser version details
- Jail Broken/Rooted Devices
- Proxy in Use + Device info not provided
Denies:
- Lockout: Unlock the user in Access Manager
- Blocked Country: See blocked country list below
- Velocity: User requested too many codes too quickly (bot-like behavior)
- Dark Web Use: Users cannot be exempted from these rules
- Fraud Evidence: Someone has reported fraud on the user's device
Data Aggregators:
SecureNow regularly assesses data aggregators for risk/friction optimization. Login traffic from the following aggregators is whitelisted by default and will not prompt:
- CheckFree Corporation
- Finicity Corporation
- Fiserv Cir LLC
- Fiserv Inc
- Intuit Inc
- Plaid
- CashEdge
Note: Additional exceptions can be requested by the client. Contact IT for assistance.
Blocked Countries:
- Afghanistan
- Albania
- Belarus
- Bosnia
- Bulgaria
- Burma
- Croatia
- Cuba
- Democratic Republic of Congo
- Herzegovina
- Iran
- Iraq
- Ivory Coast
- Macedonia
- Nigeria
- North Korea
- Romania
- Slovenia
- Sudan
- Syria
- Zimbabwe
Note: Blocked country list is based on OFAC country list, US-CERT, APT actors targeting financial sectors and attack profiles based on client data.
Support:
Open a support case in Service Point if any of the following apply.
If greater than 10% of users are experiencing issues, contact 1-888-243-2543.
End User Experience
- End user is consistently being denied OLB access and the reason is unclear
- End user's device(s) need to be exempted from the blocked country rules or the fraud evidence rules
- End user is unable to receive the one-time passcode via SMS or IVR, and the bank has ensured the correct numbers are on file
Overall Settings (contact IT first)
- Bank wishes to request whitelisting for an aggregator's IP address that is not already included in the default whitelist above
- Updates to the OOB messaging on the SMS or IVR, to the OOB timeout or to the OOB lockout
- Bank wishes to change their overall risk/friction posture+
SecureNow Troubleshooting Videos:
The following videos are made available by Fiserv and require a Client360 login to access. Once you log into Client360, the publication containing the video will open, then click the video for "Retail Online".
- Remove Phone Numbers - Video
- Reactivate SMS Messages - Video
- Unlock a User - Video
- Always Challenge a User - Video
- Challenge a User's next login - Video
- Block a User - Video
- Add User Phone - Video
Any exemptions must be approved prior to implementation