Account Recovery sends code to different 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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splucena2011
New Member
Posts: 3
Joined: Thu Jun 06, 2024 6:57 pm

Account Recovery sends code to different number

#1

Post by splucena2011 »

I am assisting a member in recovering her account. The initial recovery code was sent to her email. However, after entering this code, the recovery page redirects to another page requesting a second code to be sent to a mobile number. This mobile number differs from the one listed in her church account; specifically, the last four digits do not match. While I'm not the clerk, I hold a calling in the district that gives me visibility into her church account. I'm wondering: Are the details in her account different from what the branch clerk can access, or are they the same? Additionally, why is there a discrepancy between the mobile number in her church account and the number to which the recovery system is attempting to send the code?

We were not able to recover the church account, what can we do next to recover the account?
russellhltn
Community Administrator
Posts: 35107
Joined: Sat Jan 20, 2007 2:53 pm
Location: U.S.

Re: Account Recovery sends code to different number

#2

Post by russellhltn »

You'll have to put the member in touch with Global Service Desk. They will only work with the member.

The Account Mobile Phone is separate from the Contact Phone Number and clerks do not have access to see or change it.
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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