Error when trying to recover password

[olsenr75]

I am helping a friend get signed into his LDS account. We used his MRN and birth date to recover his username. But when we try to recover the password he gets an error that says, "Online password recovery is not available for this account. For additional help, please use our contact page." The word "contact" is a link and when he clicks on the link he is taken to a lds.org sign in page, which he cannot sign into because he doesn't have his password. We have tried several times on several devices with the same result. What can we do?

[weirba]

Me too. Same thing.

[dsmam19]

I also have this same issue today trying to help our new Ex Sec. sign in. He doesn't remember ever having an account but attempting to register says he's already got one but we get the same errors trying to recover his account.

[littlepamella]

I had to change my password but now when I log in and go to my ward directory, I get "access denied" PLEASE HELP!