Unable to Recover Password by Membership Number

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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Hilohi
Member
Posts: 204
Joined: Sun Dec 26, 2010 8:22 pm

Unable to Recover Password by Membership Number

#1

Post by Hilohi »

I tried to help two members from our ward access their church accounts today, but after they input their password, they got a "! Unable to sign in" message. That's strange because their user ID and password are valid. When I tried to help them reset their password using their membership number, I got the following message: "An account matching the information you entered was not found. Please double-check to ensure your data was entered correctly." This is an invalid message, because, again, their user ID and password are valid and their accounts are church accounts (so their membership number is linked to their accounts).

I know we can recover a password by email or phone number, but I was just wondering if anyone else has experienced this.
TDWIELD
New Member
Posts: 2
Joined: Sun Jun 09, 2024 12:46 pm

Re: Unable to Recover Password by Membership Number

#2

Post by TDWIELD »

I am getting the issue of the message: "An account matching the information you entered was not found. Please double-check to ensure your data was entered correctly." but it’s related to their phone number, but i am watching them type their phone number in while i look at it on their membership record so i know it does match. Its rather frustrating but guess its an email of phone-call to fix it.
russellhltn
Community Administrator
Posts: 34677
Joined: Sat Jan 20, 2007 2:53 pm
Location: U.S.

Re: Unable to Recover Password by Membership Number

#3

Post by russellhltn »

TDWIELD wrote: Sun Jun 09, 2024 12:50 pm I am getting the issue of the message: "An account matching the information you entered was not found. Please double-check to ensure your data was entered correctly." but it’s related to their phone number, but i am watching them type their phone number in while i look at it on their membership record so i know it does match.
The phone number entered has to match the "Account Mobile Phone" number - which isn't the same as the one that you can see on the membership record.
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.
TDWIELD
New Member
Posts: 2
Joined: Sun Jun 09, 2024 12:46 pm

Re: Unable to Recover Password by Membership Number

#4

Post by TDWIELD »

Aah, ok- that’s good to know.. so it’s likely an old phone number when their account was created. Thank you! I’ll feed that back to the member and see if they can recall.
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