Unable to sign in after password reset

[codyzzd]

Ensure that you are entering the new password correctly, paying attention to capitalization, special characters, and any other requirements specified during the password reset process.

[Hilohi]

In an effort to help our members with family history, we've helped around 50 members recover their church account password. For some of those members, when they've tried to go back into their account, they get a "Unable to Sign In" message on the log-in screen after they tried to log-in. In case you're wondering, yes, their user names and passwords are correct. Many of those members don't have the Gospel Library app so the solution included on the first post on this thread wouldn't work. In a few cases, we've reset the member's password a few times and this issue keeps occurring. Is there a way to fix this?

[rmrichesjr]

Did you try private or incognito mode and/or clearing browser cache and deleting cookies to rule out the cookie build-up problem?

[Hilohi]

Did you try private or incognito mode and/or clearing browser cache and deleting cookies to rule out the cookie build-up problem?

We did try those things. We also tried Safari, Chrome and Edge, but we still got the same unable to login message.

[russellhltn]

In an effort to help our members with family history, we've helped around 50 members recover their church account password.

If they're logging into FamilySearch using their church account, did the first click on the church icon with the "Continue with Church Account" on the login page?

If not, then they were trying to log in with a FamilySearch account, which is separate from the Church Account. (It used to be the same, but separated several years ago.)

[Hilohi]

In an effort to help our members with family history, we've helped around 50 members recover their church account password.

If they're logging into FamilySearch using their church account, did the first click on the church icon with the "Continue with Church Account" on the login page?

If not, then they were trying to log in with a FamilySearch account, which is separate from the Church Account. (It used to be the same, but separated several years ago.)

Yes, they use the Continue with Church Account option.

[BrianEdwards]

In an effort to help our members with family history, we've helped around 50 members recover their church account password. For some of those members, when they've tried to go back into their account, they get a "Unable to Sign In" message on the log-in screen after they tried to log-in. In case you're wondering, yes, their user names and passwords are correct. Many of those members don't have the Gospel Library app so the solution included on the first post on this thread wouldn't work. In a few cases, we've reset the member's password a few times and this issue keeps occurring. Is there a way to fix this?

I see the following behavior: If I am already logged onto my Church account in my laptop browser session, when I then navigate to the main FamilySearch webpage and sign in and select "Continue with Church Account", I am automatically transferred to the correct home page inside FamilySearch. It does not take me to any additional login page first.

Perhaps this is not universal behavior, but it's always repeatable for me. Have your members tried that approach where they try to access FamilySearch after having first logged onto their Church account via the main Church webpage? If so, what happens differently than what I see? Is this where they get the "Unable to Sign In" message, even though they can open another tab in the browser session and successfully access their Church account at churchofjesuschrist.org?