Account is locked. Call Customer Service

Account is locked. Call Customer Service

When trying to setup up the borrower profile on the Fusion Servicing Director Customer Self-Service website for the first time, your borrower is getting the following error: Account is locked. Call Customer Service.


This occurs when the borrower enters incorrect account identification information three times while creating a new user account. This is called a Profile Lock, because it prevents the creation of the borrower's Profile or new user account going forward, until the lock is removed.

Due to an issue in the Fusion Servicing Director applications, the Web Access screen Profile Lock checkbox is not able to show the lock or able to unlock the Profile Lock. Your local IT or database administrator can use the procedures below to clear the lock.

Workaround:

  1. Confirm the borrower account information entered on the new user account web page. The borrower is prompted for the following account information:
  • Loan Number
  • First Name
  • Last Name
  • Tax ID Number
  • Property ZIP Code
  1. Compare the borrower-entered account information to the information in the Fusion Servicing Director Customer Service application.
  2. Find the difference between what the borrower is entering and what is shown in the Customer Service application. 
    Note: The account information must match exactly, such as the first name Robert will not be matched to the name Bob.
  3. Request your system administrator or IT staff to edit the SQL command query below, replacing the placeholders (a) and (b) in the command (leaving the single quotes in place):
  • <EmployeeUserName> = The Servicing Director employee username requesting the removal of the lock.
  • <Borrower Social Security Number without hyphens> = The 9-digit Social Security Number the borrower is entering on the New User Registration screen, without hyphens.
  • UPDATE Service.dbo.BorrowerWebProfileUser SET ProfileLock = 0, ResetBy = '<EmployeeUserName>' WHERE SSN = '<Borrower Social Security Number without hyphens>'
  1. Access the Fusion Servicing Director server
  2. Enter the edited SQL command query on a SQL Server Management Studio New Query screen connected to the Service database.
  3. Click the SQL Server Management Studio Execute button (or press the F5 key) to execute the edited SQL command query.
    Note: When the execution is done, the bottom of the New Query screen will indicate Command(s) completed successfully.
  4. Exit SQL Server Management Studio and when prompted to save any changes, select No.
  5. Tell the borrower which part of the account information they need to change to correctly match the account information and have them try again.

ArticleNumber:

000042131