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What is Core iQ?
Core iQ is a marketing automation platform for financial institutions, now part of Main Street, Inc. after Onovative's merger with its parent company. Its current public site functions mainly as a client resource hub: the platform is described as fully operational with no anticipated disruptions, and existing users are directed to help articles, FAQs, downloadable marketing templates, and a support request form.
What the platform does
According to the site, Core iQ is core-integrated and SOC 2 compliant, lets institutions segment audiences and send postcards, emails, and letters, and supports custom reports for measuring performance. In practice, that points to a bank or credit union pulling customer data from its core system, grouping customers by criteria such as account type or balance, and running targeted outreach campaigns from one place.
Who it is for and how it differs from Connect
The primary audience is existing Core iQ clients—marketing and operations staff at financial institutions who need instructions, templates, or troubleshooting help. The site also promotes Connect by Main Street, a related product pitched at institutions considering a migration, with questions about planned core migrations or IT events in the next 6–12 months. The practical distinction: Core iQ pages serve current users, while Connect inquiries go through a separate contact form.
A useful next step
If you are a current user, start with the help articles and templates before filing a support request. If you are evaluating the product, note that public information here is thin on pricing and implementation details, so a direct conversation about your core system and campaign goals will tell you more than the resource pages. Security incidents affecting your institution should be reported immediately by email to the address listed on the site.
How do I submit a support request for Core iQ?
Use the Submit a Support Request option on the Core iQ resource page at Core iQ: Platform Help Articles, Templates, and Support. The page describes a dedicated support team that handles problem-solving and troubleshooting, and it presents the request form as the main route for issues that the self-service material doesn't answer.
For most day-to-day questions, check the help articles and FAQs first; they're the intended starting point for instructions and answers about the software. The support request is the better fit when something is broken, an error persists, or you need a person to work through the problem with you.
What to have ready before submitting
- Your institution's name and your contact details, since the page's contact form asks for name, email address and financial institution.
- A clear description of the issue: what you were doing, what you expected, and what happened instead.
- Screenshots or the exact error text, if available.
- Whether the problem affects one user or the whole team, and whether it's time-sensitive (for example, tied to a campaign send).
One exception worth knowing
The page gives a separate route for security matters: if you need to report a security breach or a potential breach affecting your institution, it asks you to email [email protected] immediately rather than waiting on a general support request.
As a practical next step, gather the details above, then open the support request from the page and paste in your description along with any screenshots. If your question is really "how does this feature work," try the help articles first—you'll often get an answer faster than waiting on a ticket.
Where can I find help articles and FAQs for Core iQ?
Help articles and FAQs for Core iQ are on the Onovative site, which now serves mainly as a resource hub for Core iQ clients. From the page, choose Help Articles & FAQs to browse the Core iQ knowledge base for instructions, answers to common software questions, and troubleshooting guidance. The same page also links to free marketing templates and a support request form.
What each resource is for
- Help Articles & FAQs: Self-service answers and step-by-step instructions for using Core iQ.
- Free Marketing Templates: Downloadable print and digital templates for use in the platform.
- Submit a Support Request: A route to the support team for problems the articles don't resolve.
A practical next step: check the help articles first for how-to questions, and use the support request only when the knowledge base doesn't cover your issue. If your question concerns a security breach or possible breach, the page directs institutions to report it immediately by email to [email protected] rather than through the general support form.
The page also notes that Core iQ remains part of Main Street and is fully operational, so existing users can keep using the platform and these support resources as before.
How can I download free marketing templates for Core iQ?
Open the Free Marketing Templates section of the Core iQ resource hub at Core iQ: Platform Help Articles, Templates, and Support and choose Explore Templates. That library holds downloadable print and digital templates intended for use in the platform, so it is the direct route for a current Core iQ user.
What to expect from the download
The page describes the templates as ready-to-use print and digital assets for Core iQ clients. It does not list individual files or formats, so treat the template library itself as the place to confirm what is available and how each file is delivered. The surrounding hub also links to help articles and a support request form, which is useful if a template does not match your campaign or you need guidance on using it.
A practical example
Suppose your institution wants a postcard or email for a segment of customers. Start in the template library, pick the format closest to your channel, then adapt the copy to your audience and compliance requirements. If the template assumes a field or layout your Core iQ setup does not use, submit a support request rather than improvising a workaround.
Decision criterion
Use the templates when you need a fast starting point and your team can handle the final copy and review. If you need a campaign built around specific segmentation or reporting goals, the hub's Connect by Main Street information and contact form are the more relevant next step.
What should I do if I suspect a security breach affecting my Core iQ account?
Report it immediately by email to [email protected], as directed on the Core iQ resource page. The page explicitly asks institutions to notify the team right away if they need to report a security breach or potential breach. Do not wait to confirm every detail before sending the first message; a suspected breach is enough to start the process.
What to include in the first email
- Your institution's name and your role.
- A short description of what you observed and when.
- Which Core iQ functions or accounts appear affected.
- Any steps already taken, such as disabling a user or changing a password.
- A direct phone number for a callback.
Practical next steps while you wait
- Preserve evidence: keep relevant emails, screenshots and login records rather than deleting them.
- Limit exposure without destroying logs: suspend suspicious accounts or reset credentials through your normal administrative process, and note what you changed and when.
- Follow your institution's own incident-response and regulatory notification procedures; the vendor contact does not replace those obligations.
- Keep a written timeline so support and your compliance team work from the same facts.
Who this applies to
Any current Core iQ user at a financial institution, whether the concern involves unauthorized access, a phishing message impersonating the platform, or a compromised staff login. Routine product questions belong in the help articles or a standard support request; security concerns should go to the address above rather than a general queue.
For general context on the platform and its parent company, see Core iQ support resources and Main Street, Inc..
How do I contact someone about migrating from Core iQ to Connect by Main Street?
Use the contact form on the Core iQ resource hub page. It's the route the site provides for Connect migration questions: enter your name, email address and financial institution, then answer the short questions about whether you've already spoken to anyone about a Connect migration, whether you have a core migration or major IT event planned in the next 6–12 months, and what your primary interest in Connect is. Submit the form and someone will follow up about what Connect can do.
Two details worth knowing before you fill it in:
- Existing Core iQ support is separate. If your question is about using Core iQ itself rather than moving to Connect, the page points you to help articles, free marketing templates and a support request form instead of the migration form. Use the migration form only for Connect-related conversations.
- The planned-IT-event question matters. If you have a core conversion or major IT change coming in that 6–12 month window, say so on the form. It gives the team a realistic timeline to work with and may shape what they recommend.
For a concrete example: a community bank running Core iQ for postcard and email campaigns, with a core conversion scheduled next spring, would complete the form noting the conversion date and listing audience segmentation and reporting as its main interests. That gives the follow-up conversation a starting point rather than a generic demo.
If you'd rather read first, the same page links to Core iQ help articles and FAQs, and Main Street is the parent company now hosting Core iQ support resources.
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