Q: How does IDgo authentication differ from common authentication methods such as knowledge-based authentication questions, secret passphrases, one-time-passcodes, or voice recognition?

A: IDgo does not rely on personal information, secrets or passcodes that can be discovered or in conjunction with artificial intelligence used by bad actors to facilitate account takeover and fraudulent transactions. IDgo uses an encrypted credential associated with a member's unique mobile phone to execute a secure, simple and fast authentication experience.

Q: Which platforms does IDgo integrate with?

A: IDgo can integrate with call center IVR (interactive voice response) phone systems (e.g., Genesys, Mitel), CRMs (e.g., Saleforce) and AI platforms (e.g., Eltropy) using the IDgo Web API. IDgo does not require core banking platform integration but core banking platforms can be extended to include IDgo functionality to inform call agents whether a member has an IDgo account and the status of an IDgo authentication request.

Q: How quickly can a credit union set up and deploy IDgo's authentication service without extensive IT involvement?

A:  Since the IDgo service is based on web applications, the IDgo service can be set up in less than a day for a credit union team to begin using IDgo authentication. If your team would like to experience IDgo, visit our free trial signup page here.

Q: What advantages does IDgo offer in terms of agent-less authentication and enrollment services, and how can it enhance overall customer experience? 

A: IDgo offers the ability to have callers authenticated before an agent answers the call, saving time and providing a better user experience for both callers and agents.​

Q: What happens if a member purchases a new mobile phone? 

A: The answer depends on the mobile device operating system. For iOS, IDgo’s encrypted credential is associated with a user’s Apple iCloud account, so changing phones has no effect on using IDgo. For Android, IDgo’s encrypted credential is associated with the user’s device, so the new phone will not have the credential on it and IDgo will initiate an account recvoery process with the new phone to create an encrypted credential on the new phone.

Q: What happens if a member changes their mobile phone number? 

A: If a member changes their mobile phone number, their new phone will not be associated with an IDgo account and they will not have an IDgo credential so they will need to re-enroll the new number with IDgo.​​