Creating LDS Account Issues

[bflash98]

We have a member who can't setup an LDS account. If the member tries to setup a new account the member receives an error that there is already an account or the information is incorrect. However, if the member tries to recover the account information he receives an error that there isn't an account for that membership number. The member has a valid temple recommend so I know the membership information is correct.

The member has submitted two requests for help through the lds account help link over the last month; however, he has not received a response as of yet.

Any other suggestions on how to resolve this issue? Is there a number he can call for help?

[russellhltn]

I'd have the member work with a ward clerk. First off, make sure the number on the temple recommend is correct. It may not be. As far as I know, the number is never checked as part of the activation process. It could have been miscopied, or even copied from an older recommend that had a incorrect number. I've heard a story about the husband and wife's membership numbers getting swapped. That would create a big problem when trying to create a LDS Account since the MRN and birthdate information wouldn't match up.

[lajackson]

As far as I know, the number is never checked as part of the activation process.

It is, partially, but the stake usually defaults to doing what it needs to do to activate the recommend, and sometimes forgets to get back with the member or recommend issuer about the problem.

[jason.beck]

I have the same exact issue with a member currently. Any help would be appreciated. I assume I will end up call Global Support, but would like to get it done sooner if possible.

[Mikerowaved]

I have the same exact issue with a member currently. Any help would be appreciated. I assume I will end up call Global Support, but would like to get it done sooner if possible.

They're open now, if you'ld like to call them. They prefer if you work through your ward clerk or stake technology specialist. One option is to get a 3-way conference call going with them and a clerk.

[LDSAccountTech]

When creating, or registering for, and LDS Account at ldsaccount.lds.org you will only need to use your membership record number (MRN) if you are creating an account affiliated with your membership record number. If an error occurs, you may get a message saying something along the lines of: 'either the membership record number or birth-date is incorrect, or there is already an account with this MRN.' There are two steps you can take: 1) contact your ward clerk to verify the MRN is correct; 2) in most cases there is already an account for you, registered for another site. Because the LDS Account is affiliated with multiple sites and programs, only one account is needed. Many individuals don't realize this, so they create an account using their MRN (membership record number) for familysearch, so they can see their ancestors' temple information, and then, years later, they try to put their MRN in when creating an account for LDS jobs, and they receive this message. Once the MRN is verified by a ward clerk, if the message still appears, there is already an account. You can use the recover methods at ldsaccount.lds.org to recover the username and password of the previous account, using the MRN. If an error states that recovery options aren't available, then you'll need to contact your ward clerk. He can call the Global Service Center and connect you with Account Management. We, Account Management, can then troubleshoot the account, if you AND the ward clerk are on the line (this is only if you cannot recover the account from ldsaccount.lds.org).