Page 2 of 2

Re: Cannot recover LDS account

Posted: Sat Jul 24, 2021 7:50 am
by rmrichesjr
jaredwenceslao wrote:My sister wants to enroll in BYU Pathway but she forgot her church account so what we did is we put her MRN and her birth date. The system appears there's an error appeared and it says: There was an issue processing your request. Please try again later. We waited an hour then still it happens again. We tried attempt in the next day but still, it happens again.
At the top of the 'Church Account' subforum is a 'please read first' announcement topic. It describes several ways to recover an account. It's here: viewtopic.php?f=92&t=30383

One of the options is to contact your ward/branch clerk. He can arrange contact with the Global Service Department, and they can fix essentially anything, though they may need some more information to make sure it's really you (rather than an imposter) who is trying to recover the account.

Re: Cannot recover LDS account

Posted: Thu Jul 29, 2021 3:18 pm
by dglehmann
I have been trying all morning to purchase an item on LDS.org. l have changed my user name a couple of times, my password about four times and it has locked me out. What do I do, how can I fix this?

Re: Cannot recover LDS account

Posted: Thu Jul 29, 2021 6:07 pm
by rmrichesjr
dglehmann wrote:I have been trying all morning to purchase an item on LDS.org. l have changed my user name a couple of times, my password about four times and it has locked me out. What do I do, how can I fix this?
IIUC, the lockout will cure itself after a period of time. I don't recall exactly how long. If the matter is urgent, your ward clerk can put you into contact with the Global Service Department who can probably solve the problem. At the top of the Church Account forum is a 'please read first' thread with several suggestions, including contacting your ward clerk.

Re: Cannot recover LDS account

Posted: Sun Aug 22, 2021 3:14 am
by bparaha
I am trying to help a member in our ward. He can log onto Family Search but can not log onto LDS.org. He has tried to reset his password using his email address mobile phone number, DOB and MRN. However, an error comes up stating 'An account matching the MRN and Birth date you have entered was not found. Please double check your data was entered correctly." His DOB and MRN are correct on church records.

Re: Cannot recover LDS account

Posted: Sun Aug 22, 2021 3:19 am
by russellhltn
bparaha wrote: Sun Aug 22, 2021 3:14 am However, an error comes up stating 'An account matching the MRN and Birth date you have entered was not found. Please double check your data was entered correctly." His DOB and MRN are correct on church records.
What happens if he tries to create a church account using his MRN? Is it possible he never created one?

Re: Cannot recover LDS account

Posted: Sun Aug 22, 2021 7:55 pm
by bparaha
Hi I am trying to help a member log onto LDS.org. However, he is unable to but his log-on details work on Family Search. He has tried resetting his account using email address, mobile phone, MRN, and DOB. However, it states the account matching DOB and MRN was not found. Please can you advise what we can do next.

Re: Cannot recover LDS account

Posted: Sun Aug 22, 2021 8:30 pm
by rmrichesjr
bparaha wrote: Sun Aug 22, 2021 7:55 pm Hi I am trying to help a member log onto LDS.org. However, he is unable to but his log-on details work on Family Search. He has tried resetting his account using email address, mobile phone, MRN, and DOB. However, it states the account matching DOB and MRN was not found. Please can you advise what we can do next.
My guess, and it's just a guess, is the member created a Family Search account but _not_ a Church Account. In that case, the solution is to create a Church Account. Then, if necessary, he might need to merge the old Family Search account with the new Church Account.

Re: Cannot recover LDS account

Posted: Tue Aug 24, 2021 3:55 am
by bparaha
Hi the member definately had the LDS account before the Family Serach account. How would I merge the both as suggested?

Re: Cannot recover LDS account

Posted: Tue Aug 24, 2021 11:33 am
by russellhltn
bparaha wrote: Tue Aug 24, 2021 3:55 am How would I merge the both as suggested?
I'm assuming you're a clerk. The only thing you can do is pass along the phone number for support to the member. GSD will not work with someone "on behalf" of another adult.