It can be a surprise when you try to log in and find your user profile has been locked.
First, don't worry—this does not mean your business's Helcim account is disabled. This is a standard security measure we take if an individual user profile has been inactive for an extended period.
If your user profile has been locked, you can securely reactivate it yourself. This article will walk you through the steps to verify your identity and get back in.
How to reactivate your account
For your security, a user profile is automatically locked if it hasn't been used to log in for 90 consecutive days.
If this happens to you, you will be guided through a secure two-factor authentication (2FA) process to verify you're the owner when you try to log in.
Here is the process:
Go to the Helcim login page on your web browser.
Enter your email and password as usual.
You will be taken to a screen that says Enter the code to verify your identity.
We will automatically send a 2FA code to the phone number associated with your account.
Enter the code you received and select Login.
Your profile will be reactivated, and you'll be logged in.
| Heads up on attempts: To keep your account secure, you have 5 attempts to enter a single code correctly. If you use all 5 attempts, you can request a new code. You can receive up to 3 different codes in total. |
What to do if you can't get the code
Sometimes things don't go as planned. Maybe you don't have access to that phone number anymore, or you've used up all your attempts. Here’s what to do.
If you can't access the phone number | If you no longer have access to the phone number on file, you will need to contact our support team for help. We'll verify your identity through our manual process and help you update your information. |
If you used all your attempts | If you use all 5 attempts for all 3 available codes, your login will be locked for security. You'll see a message asking you to contact our team. |
Next steps
Once you're back in, you'll be able to access your dashboard and get back to business as usual!
FAQs
What's the difference between my Helcim account being closed and my user profile being locked?
These are two very different things. A locked user profile typically happens after 90 days of login inactivity and can be quickly fixed by contacting support; your Helcim account itself remains active. An account closure is the deactivation of your entire business account, which happens either voluntarily or after 12 months of no payment activity.
Why was my user profile locked?
To protect your information, user profiles are automatically set to 'Inactive' after a long period of no login activity (90 days). This reactivation process lets you securely verify your identity and regain access.
Does this work on the Helcim mobile app?
No. This self-reactivation flow is only available on the website login page. The mobile app login uses a different 2FA flow.
I think my password expired. Is this the same thing?
No, this process is only for accounts deactivated due to inactivity. It is separate from issues related to expired passwords. If you're having password trouble, please refer to this article for help.
What if I get locked out for another 2FA reason?
If you get locked out while trying to log in from a new device (a non-reactivation 2FA), reach out to our support team for help.