First of all, please get in touch with your contact person at Helaba.
As a rule, all recognised Certification Authorities are stored in our system and marked as "trustworthy". However, a manual check is required for user-signed certificates or certificates issued by a less well-known Certification Authority. During this check, the fingerprint of the certificate or key that was sent to us is compared with the fingerprint of your certificate. An administrator will contact you to compare the fingerprint.