Applying and removing locks using Helix Admin Console

Locks applied using the Helix API or Helix Admin Console may be unlocked using Helix Admin Console. Client users with Customer Support - Enhanced Security Privileges in Helix Admin Console can unlock all customer locks except the following:

  • the lock type reason is Suspect Fraud (FRD)

  • the lock was applied by the system or the bank

Bank users and users with administrative security privileges may remove any Customer or System lock.

Security privileges
Security privilege Lock type code Lock type reason
Bank users, users with Customer Support - Enhanced or administrative security privileges Customer ADM, CO, FRDINV, FRZ, TMP, UNK
Bank users or users with administrative security privileges Customer FRD
Bank users or users with administrative security privileges System

ADM, CO, FRD, FRDINV, FRZ, TMP
  1. Log in to Helix Admin Console.
  2. Perform a customer search and navigate to the appropriate account. From the customer menu in the navigation menu, select Account.
  3. The Overview page is displayed. Select the Account Name hyperlink of the appropriate account.
  4. The Account Overview page is displayed. From the Management Tools pane, click the Lock Account button under Lock Account.
  5. The Confirm Account lock message is displayed. Select the following:
    • Lock Type Code, if values are:

      • System Locked

      • Customer Locked

    • Reason, if values are:

      • Administrative

      • Credits Only

      • Fraud Investigation

      • Freeze

      • Suspect Fraud

      • Temporary (Customer Can Unlock)

      • Unknown

  1. The Account Overview page is again displayed with the updated Lock Status.

  1. Log in to Helix Admin Console.
  2. Perform a customer search and navigate to the appropriate account. From the customer menu in the navigation menu, select Account.
  3. The Overview page is displayed. Select the Account Name hyperlink of the appropriate account.
  4. The Account Overview page is displayed. From the Management Tools pane, click the Unlock Account button under Unlock Account.
  5. The Confirm Account unlock message is displayed. Select Submit.
  6. The Account Overview page is again displayed with the updated Lock Status.