Review the information below for troubleshooting tips. 


IVR # 1-669-241-2767

SMS # 36397


Troubleshooting SMS/IVR

  • Confirm the attempted number is correct 
  • Ask the customer to verify that the phone or SMS number is not blocked
  • Ask if the user replied STOP to SMS messages. 
    • 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
  • 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

  • Exempt from Out-of-Band - Video
  • Exempt from SecureNow - Video