Resetting MFA in Ping DaVinci ART
This tool is used to verify online access details and reset MFA information without affecting a user’s username or password.
What is the Ping DaVinci Account Reset Tool (ART)?
These queues should be used when a caller specifically requests to speak with an onshore representative.
What are the TPD_Onshore queues?
This is the correct website callers should use for annuity website access and troubleshooting.
What is www.nylannuities.com?
This organization requires representatives to read a script for all EFT financial transactions processed over the phone.
What is NACHA (National Automated Clearing House Association)?
This new required field was added to rPay on April 27, 2026, to ensure accurate rate locking.
What is the Initial Submit Date field?
Before updating or resetting a caller’s MFA devices, the caller must have this security status or pass this level of verification.
What is a green Pindrop, IVR indicator of 1, or high verification?
This transfer number should be used for Client VA calls.
What is *8890076?
If a caller using Safari logs out but is automatically logged back in, they must do this to fully log out.
What is completely quit the Safari application?
Representatives must document this exact phrase in rPay Notes and Salesforce Comments after reading the required script.
What is “NACHA EFT authorization read”?
For eBusiness cases, the rate lock is based on this date.
What is the date the application was first submitted through the firm?
If a user is suspended in DaVinci, this action must be completed before MFA devices can be updated.
What is a full account reset and re-registration?
When transferring Fixed Annuity calls for Spanish-speaking customers, this queue should be used instead of the Language Line.
What is the TPD_Spanish queue?
These codes expire after this amount of time during registration or MFA verification.
What is 15 minutes?
This commonly missed scenario still requires the NACHA script because it impacts the net ACH payment amount.
What are tax withholding updates?
Representatives should never use this date when entering the Initial Submit Date in rPay.
What is the Processing Date (AppSub)?
When updating a phone number and the caller cannot access the old phone number, the OTP will instead be sent to this registered device.
What is the email address on file?
This phone in Salesforce should always be used when transferring a call to another TPD queue to ensure the receiving agent gets a new call pop-up with case details.
What is the B+S phone?
Jointly owned policies do not allow this type of activity to be completed online.
What are online transactions?
The NACHA script is not required for these types of calls because no movement of funds is being authorized.
What are general inquiries, status checks, or policy questions?
Using the wrong Initial Submit Date may result in these types of issues.
What are incorrect rate locks, compliance discrepancies, or auto-issued policy issues?
If the OTP entered into DaVinci is expired or invalid, this must happen before continuing the MFA update process.
What is restarting the process and redoing the update or removal?
During a warm transfer, after speaking with the next representative, this button is clicked to combine all three parties on the call.
What is the Conference button?
If troubleshooting does not resolve the caller’s issue, representatives should create this type of case under Inforce Non-Financial.
What is a Pin Reset case?
Before submitting an EFT request, representatives must complete authentication, confirm banking details, and obtain this from the caller.
What is verbal authorization?
These products are not impacted by the Initial Submit Date enhancement because they continue following quote lock rules.
What are Income Annuities?