Account is locked. Call Customer Service.

Root Cause:

The account will be locked when the borrower enters incorrect account identification information three times while creating a new user account.

This can also be the result of a Customer Self-Service issue. 

Workaround:

Confirm the borrower account information entered on the new user account webpage. The borrower is prompted for the following account information:

1. Loan Number
2. First Name
3. Last Name
4. Tax ID Number
5. Property ZIP Code
6. Open the loan in the Customer Service application.  
7. Confirm the exact values the borrower is entering match the values you have in the Customer Service application. For example, for the borrower name "Bob", make sure the borrower enters what you have in the Customer Service Borrower screen, in case it is "Robert" instead of "Bob". 
8. If the credentials are correct, right-click on the Customer Service application and select Web Access. 
9. Select the borrower to view the borrower's web access settings. 
10. Confirm the Profile Page Lock checkbox is unchecked.  If it is checked, uncheck it and have the borrower try again. 
11. If the Profile Page Lock is not checked, and there is still an issue, then you may have the Customer Self-Service issue which follows. 
12. Have your database administrator run the following SQL query from a SQL Server Management Studio New Query screen, edited to replace placeholder 123-45-6789 with the specific social security number for the borrower:

Select count(*) as NumRecords from BorrowerWebProfileUser Where SSN = '123-45-6789'

13. If one or more records are returned, then have your database administrator run the following SQL query, edited to replace the placeholder 123456789 with the specific social security number for the borrower this time with no hyphens:

UPDATE [Service].[dbo].[BorrowerWebProfileUser]

SET [ProfileLock] = 0 ,[ResetBy] = 'Admin'

WHERE [SSN] = '123456789'

ArticleNumber:

000039243