This account recovery option is not available for this account.

[davidbann]

Hi there,

One of the members of my ward is having trouble logging into her LDS account. When she tries to register, she is told that her MRN is already linked to an account. When she tries to perform an account recovery, it tells her that "this account recovery option is not available for this account. Please try another option." She has tried all recovery options with the same message each time. I think her mobile and email has changed since she originally registered.

How can we sort this out for her?

Thanks

[sbradshaw]

You may need to work with the clerk (or maybe you are the clerk?) who can call the Global Service Center on her behalf to have them reset her account. Contact information for the Global Service Center can be found at Help.LDS.org:
https://www.lds.org/help/support/record ... n?lang=eng

[davidbann]

Thanks Samuel

Upon further digging I found that we could reset the account using her MRN. First step was to find out her username with MRN and birth date, then to reset her password using her username, MRN and birth date.

Thanks for the response