Access denied to temple prayer roll

[russellhltn]

Have you tried the suggestion to use incognito mode?

[LarryShaneYates]

Yes, not very user friendly. Better to explain why. List alternative solution. I feel like my faith that my friend will be healed - blessed is being challenged.

[davesudweeks]

Yes, not very user friendly. Better to explain why. List alternative solution. I feel like my faith that my friend will be healed - blessed is being challenged.

There are at least 2 other ways that immediately come to mind:
1. You can write the names on a slip at the temple - the temple closest to me has at least 3 stations to do that.
2. You can call the temple and give the worker the names over the phone. If you are calling after hours, leave a message and they will add the names for you the next morning.

I'm not sure, but I think some temples accept prayer roll names via email. If you look up your temple on the Church web page, it should display a phone number to call and link to send the temple an email.

[jonesrk]

Yes, not very user friendly. Better to explain why. List alternative solution. I feel like my faith that my friend will be healed - blessed is being challenged.

Another thing to try is to talk to your ward clerk and make sure your records are in your ward. The prayer roll system might be checking that you are submitting names to the temple that you are a part of.
Another way to check if you're connected to the right temple is using the temple appointment system (for me that defaults to my temple).

[mikelloyd]

My wife has sent multiple emails to Salt Lake over this issue. She and our kids got new recommends over the summer and cannot make temple appointments nor submit names to the prayer roll. She contacted Salt Lake, they had some suggestions: deleting cookies, try different browsers, using tools instead of the webpage and vice versa. Nothing has worked. After letting them know this they replied saying it must be something that the unit did and needs to fix. But what? She has asked the branch and they don't know. Anybody else had this issue and been able to solve it?

[mevans]

My wife has sent multiple emails to Salt Lake over this issue. She and our kids got new recommends over the summer and cannot make temple appointments nor submit names to the prayer roll. She contacted Salt Lake, they had some suggestions: deleting cookies, try different browsers, using tools instead of the webpage and vice versa. Nothing has worked. After letting them know this they replied saying it must be something that the unit did and needs to fix. But what? She has asked the branch and they don't know. Anybody else had this issue and been able to solve it?

By having "sent multiple emails to Salt Lake over this issue," do you mean she has used the "Feedback" link, which can become an email thread? Or is she somehow emailing someone else? If you're participating in an email thread that was initiated from Feedback, you don't know who you're talking with. Your issue might start off with a first level support person and could later get changed to a more senior-level person handling the issue. I think it's important you stick with one thread and keep the conversation going on that, rather than creating new threads. She might need to be pushy about having done all she can do and having talked to the unit before the issue gets escalated to someone else. She could even ask in the thread if someone else can look at the issue. I've somewhat given up on trying to resolve technical issues via Feedback due to the battle there seems to be to get the issue promoted to someone who can do something about it. All I can suggest is to be firm and repeatedly push back on whoever isn't resolving your issue in hopes that it will get escalated to someone who can help.

Another option could be to enlist the help of a clerk or assistant clerk and have this person contact member services about the problem. Your clerk might have to occasionally follow up, and it might take several weeks, but it's another method to try.

And since you can't make temple appointments, here's a suggestion I haven't tried: talk to your local temple about the problem. They (especially the temple recorder) might be able to get feedback about the problem sent through the temple department. I don't know how things work, but my perception is that the temple department may have different software engineers than whoever does the member tools systems. I don't know which group creates the prayer roll and reservations system, but there might be different teams who need to work together to resolve the problem.

There are people who work for the church, who, like other companies, have an overload of projects to complete, and issues like this might not be at the top of their list. Sometimes, church employees participate in these forums and provide helpful information about problems we discuss, but that isn't too often.

[BrianEdwards]

My wife has sent multiple emails to Salt Lake over this issue. She and our kids got new recommends over the summer and cannot make temple appointments nor submit names to the prayer roll. She contacted Salt Lake, they had some suggestions: deleting cookies, try different browsers, using tools instead of the webpage and vice versa. Nothing has worked. After letting them know this they replied saying it must be something that the unit did and needs to fix. But what? She has asked the branch and they don't know. Anybody else had this issue and been able to solve it?

Yet another option would be to come up with a defined process of "this works, but then I do this one thing, and now it doesn't work". Not only does that help ensure it's not somehow "user error" (which even though sometimes we're adamantly sure it's not, it can be), but it also then provides a specific use-case for a support person to look at.

For you, the process might be the following:
1) Find a person (yourself, the clerk) that can successfully do those things in a browser session
2) Have that person test and verify it works for them (submitting a prayer roll name, etc)
3) Have that person log out of their church account, keeping the browser session open
4) Have the other person (your wife) log onto their church account, using the same browser session
5) Have the other person try the exact same steps (submitting a prayer roll name, etc)

If everything is as advertised, then (2) will work, but (5) will not work. This way even if Church Support might suppose it to be "user error", you can let them know that it's using the exact same browser session and only changing who is logged into their church account.