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member login/ contact global service center

Posted: Mon Jan 14, 2019 1:30 pm
by jirp
I have a member who's login is messed up. It gives a message that makes it sound like he is an employee. It then says to contact global service center. He has been unable to reach them for a week and asked for help. He keeps getting hold music or being told to call back during business. So I am trying to reach them without success and have been for nearly 2 hours. I have tried calling these numbers

1-866-678-2763 and it gives me a message about the service center being closed for New Years and then goes to the menu and when I select any option it tells me they are closed for the holiday and to try back during normal business hours.

1-800-537-2763 is no longer a church number

1-801-240-3500 the menus run but then it goes to hold music and no one answers.

1855-LDS-HELP(855-537-4357) half an hour on hold here with no response

Is there some problem or how else do I reach help? Is there some way as a ward level person to fix member logins.(I am ward clerk, ward executive secretary and stake assistant technology specialist so if there is a local way to do it I should have access via some one of those 3 callings)

Re: member login/ contact global service center

Posted: Mon Jan 14, 2019 1:38 pm
by russellhltn
jirp wrote:It gives a message that makes it sound like he is an employee.

He may have been added to "Workforce". That happens if you're an employee, or certain callings like seminary teacher or temple worker.

If he's been released from such a calling, he needs to contact that department to have him removed.

Typically, the only issue with being an "employee" is the requirement to keep changing the password every few months.

Re: member login/ contact global service center

Posted: Mon Jan 14, 2019 1:38 pm
by eblood66
Contact information for the Global Service Center is available for leaders and clerks at https://www.lds.org/help/support/suppor ... r?lang=eng

It may be that they are just very busy right now.

Clerks can't do much directly other than verify that a members information is recorded correctly and make sure they have the correct membership number. For other issues, you'll need to help them contact the global service center.

Re: member login/ contact global service center

Posted: Mon Jan 14, 2019 1:43 pm
by russellhltn
eblood66 wrote:Clerks can't do much directly other than verify that a members information is recorded correctly and make sure they have the correct membership number. For other issues, you'll need to help them contact the global service center.

They can probably help members recover a user name or password by following the links on the login screen. (But that's not the situation here.)

Re: member login/ contact global service center

Posted: Tue Jan 15, 2019 9:16 am
by jirp
We finally got through to global service center. It took nearly an hour on hold to get through and 3 1/2 hours trying over all.

Yes he is a temple worker. He drives 120 miles each way to work at the temple at least 2 days a week and he is doing something with scheduling temple works besides. I do find it mildly interesting that security for a temple work is higher than for a ward clerk. But oh well.

As the fix when we finally got through temporary password and then workforce services required adding security questions to his account information.

If anyone responsible for the workforce security questions is reading this they need to be beefed up for small towns. They may be fine for big cities with highly transient populations but small towns with fairly stable populations they are to easy. The guy yesterday I could answer the majority of the questions he chose as security questions off the top of my head and in active ward members if they were using the full list of questions I probably know nearly half the answers off the top of my head. They don't provide as much security as you think for small towns with long term residents given that odds are people here will know other family.

Re: member login/ contact global service center

Posted: Tue Jan 15, 2019 9:36 am
by drepouille
The beautiful thing about security questions is that you don't have to provide the correct answers when setting up the account. You just need to remember the answers you entered, even if they are not true. Others may be able to discern the "correct" answer to your questions, but they will never figure out the "incorrect" answers you gave during the setup process.

Re: member login/ contact global service center

Posted: Tue Jan 15, 2019 10:20 am
by russellhltn
drepouille wrote:You just need to remember the answers you entered, even if they are not true.

Simple in concept. Not so simple in practice. I suppose if you have a favorite fictional (or even non-fictional) character, you could answer based on that.

Re: member login/ contact global service center

Posted: Tue Jan 15, 2019 12:01 pm
by lajackson
russellhltn wrote:Simple in concept. Not so simple in practice.

Yes, especially the first time I ran into a site that would not allow me to give the same answer to every question.