International Customers on Nivo

The following article addresses frequently asked questions around international customers using the Nivo app. 

Q: My customer does not see the Nivo app in the App Store. 
A: Please raise a ZenDesk support ticket with the country in which the customer is trying to download the App from, and we will let you know whether or not downloading the app will be possible. There are certain countries that Nivo has restricted access from, for different reasons. 

Q: My customer is not receiving SMS Messages or MFA Codes sent to their mobile device.

A: The phone number that sends out the SMS messages to your customer's mobile phone is a UK phone number. Some carriers outside of the UK will accept SMS messages sent via Twilio (our SMS provider) from a non-national country, some others won’t.

It is possible for us to enable SMS messages by creating a new phone number based out of the country your customer is in, in order for the SMS to be considered as sent from a local number. If you'd like for us to do so, please raise a ZenDesk ticket with the country in question.  

Q: My customer does not see their bank on the TrueLayer open banking 

A: Our open banking provider, TrueLayer, currently only supports UK-based banks on their platform.  

A full list of banks that are supported can be found here.