Here are the steps to restore access to portal.
1. First we need to confirm the renewal application status.
From the Timeline activities of the customer, the status of the renewal should show up. If not we need to revisit the renewal process steps.

2. Application status confirmed to completed.
Check if they see account locked message or if it is failing.

3. Message Locked out confirmed.
Help customer unlock and reset securely following the access restore steps.

4. Access restored.
Go back to the renewal process flow and confirm everything is intact.

5. Confirmation acknowledged.
Send email confirmation.