Sending a verification code to a User Login in Q2 Console User Management

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Sending a verification code to a User Login in Q2 Console User Management

About CSR-initiated verification of an end user

Note: This feature needs to be configured by Q2 and requires an HQ version of 4.5.0.6094 or higher. This feature is only available in Q2 Console User Management and is not available in Q2 Co-Pilot. For more information on adding this feature, contact Q2 Support.

Call Center Initiated End User Verification is a CSR-initiated action in Q2 Console User Management that sends the end user (for example, a customer of the FI) a verification code to their existing digital banking SMS or Email Secure Access Code contact target(s). FIs can use this feature to help determine whether an individual caller over the phone is legitimately the end user they say they are.

Note: Q2 strongly recommends using this feature as an additional element to your FI's multi-layered verification policies consistent with your risk policies.

Required entitlements

To send a verification code to an end user, you'll need specific rights (permissions) assigned to you in Q2 Console Administration. CSR rights are configured on the Administration > CSR Roles page in Q2 Console.

For information on the required entitlements, see the "User Management" section of the Rights for CSR roles in Q2 Console.

Sending a verification code to an end user

To send a verification code: 

  1. Go to the User Login level of a profile in Q2 Console User Management.
  2. Select Send verification code.
    send verification button on user login profile
  3. Select a delivery target, then select Send verification code to send the code to the end user. select verification target modal window
    Note: At this time, only SMS text and Email targets are supported for verification code delivery.
  4. The end user then provides the verification code they received from the designated delivery target. Compare the end user's verification code to the one displayed on the verification code modal window to verify the end user's identity.
  5. Based on the end user's response, Verify, Reject, or Resend the verification code.
    verification sent with code generated showing options

    Your selection is logged and can be reviewed in the Verification Codes (Code) section of the Login profile. 

    verified code
    Tip: If a verification code is rejected, Q2 recommends that FIs use the CSR Notes feature for record-keeping in accordance with their security protocols. CSR notes can be viewed in both Q2 Console User Management and Q2 Co-Pilot. Q2 recommends FIs maintain their own internal policies and processes regarding rejected verification codes and associated risk policies. 

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