Password Expired - No reset options are working

Church Account is the primary user account (user name and password) for accessing online Church resources. Church Account was formerly known as LDS Account. This forum is a space to discuss all things related to Church Accounts (registration, account recovery, user experience, vulnerabilities, etc.).
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ldkoz
New Member
Posts: 1
Joined: Mon Oct 25, 2021 5:58 pm

Password Expired - No reset options are working

#1

Post by ldkoz »

My son is a Missionary who was just transferred home to finish the last 3 months of his mission as a service missionary. His account login worked perfectly up until a little over a week ago. He tried to access his mission email to send in his reports, and received a message that his password has expired. We followed the prompts to reset his password. He is given three options for recovery: text, email, or member info. When we put in his cell # nothing happens. He never receives a code. We have tried with multiple phones. (He does not have the same number he had two years ago... It no longer exists.) When we try with both the email or member info, we receive a message that says he is ineligible for password recovery because of his calling........??? Shouldn't his calling make him Eligible? He has not forgotten his login info. We have all his information, but still cannot reset his account. There is no phone number to call, and we have filled out a request to have someone contact us, with no response. Does anyone have a magic fix? We can't possibly be the only one with this problem.
rmrichesjr
Community Moderators
Posts: 3123
Joined: Thu Jan 25, 2007 11:32 am
Location: Dundee, Oregon, USA

Re: Password Expired - No reset options are working

#2

Post by rmrichesjr »

It sounds like something got mixed up in the change of your missionary son's assignment. If he has a contact number for the equivalent of a mission office, that would be a good place to start to get things fixed. Otherwise, please contact your ward clerk to put you in contact with the Global Services Department. They should be able to fix things.
russellhltn
Community Administrator
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Joined: Sat Jan 20, 2007 2:53 pm
Location: U.S.

Re: Password Expired - No reset options are working

#3

Post by russellhltn »

ldkoz wrote: Mon Oct 25, 2021 6:16 pm When we try with both the email or member info, we receive a message that says he is ineligible for password recovery because of his calling........??? Shouldn't his calling make him Eligible?
If he has access to sensitive systems, it won't allow an automated password reset. It makes it too easy for hackers.

He'll have to call support.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
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