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Re: Unable to sign in after password reset

Posted: Mon Sep 02, 2019 8:10 pm
by FrGut
I work at DI and was told I needed to change my password on my account. I was allowed to keep my user name on my tools app but I did have to change the password. Now I can’t get any of my ward information . All I can get is my own info. How do I fix this?

Re: Unable to sign in after password reset

Posted: Mon Sep 02, 2019 8:28 pm
by russellhltn
FrGut wrote:Now I can’t get any of my ward information . All I can get is my own info. How do I fix this?
If you're able to log into Tools, then your account isn't the issue. I'm guessing that you were released from a leadership calling and now you're finding out what the general membership sees. You can see contact info for others, but not the details like you could before.

cannot remember login or password do not know the email address

Posted: Wed Sep 18, 2019 11:35 am
by jebarlow
As a counselor in the bishopric I am trying to help a member login to their account to take care of some personal business. They had a friend, who is no longer available, help them set up their original login and password. Is there any way the church can just set back the account so we can start over?

Re: cannot remember login or password do not know the email address

Posted: Wed Sep 18, 2019 4:53 pm
by russellhltn
jebarlow wrote:As a counselor in the bishopric I am trying to help a member login to their account to take care of some personal business. They had a friend, who is no longer available, help them set up their original login and password. Is there any way the church can just set back the account so we can start over?
You'll need to contact support.

Re: Unable to sign in after password reset

Posted: Wed Sep 18, 2019 6:28 pm
by dbl010
Wrong email address was entered, and I forgot my password

Re: Unable to sign in after password reset

Posted: Wed Sep 18, 2019 7:58 pm
by jdlessley
dbl010 wrote:Wrong email address was entered, and I forgot my password
See the post just before yours. Except you will have to work through your ward clerk to contact support.

Re: Unable to sign in after password reset

Posted: Wed Sep 18, 2019 8:06 pm
by eblood66
dbl010 wrote:Wrong email address was entered, and I forgot my password
You can ask your ward clerk to change your email address on your membership record. That change will automatically be synchronized to your Church account. Once it's been synchronized you should be able to recover your password using the 'Forgot Your Password?' link. I'm not sure how long it take for the email to synchronize. I'd probably wait at least 24 hours to be sure. I recently did this with a member of my ward and it did work.

Re: Unable to sign in after password reset

Posted: Tue Oct 15, 2019 3:36 pm
by Srah46
Changed my password, got to the point where it says enter member number and date of birth. I put it in and it replies someone else has that information and refuses to go in. That other person is me. What do I do now?

Re: Unable to sign in after password reset

Posted: Tue Oct 15, 2019 4:54 pm
by russellhltn
Srah46 wrote:Changed my password, got to the point where it says enter member number and date of birth. I put it in and it replies someone else has that information and refuses to go in. That other person is me. What do I do now?
You shouldn't encounter that after changing a password. I'd expect that to happen if you clicked on the "forgot username" link.

Re: Unable to sign in after password reset

Posted: Sat Nov 09, 2019 8:51 pm
by bmaxmason
So after two weeks of sending in help desk tickets nearly every other day, my wife's account is still lock out. We have followed all the directions including logging out of GL, waiting 15 minutes, allowing the servers to sync, etc, etc, blah blah blah, intruder lockout protocol, but now she is locked out of every church app. Can someone contact me, I am afraid she is no longer worthy to access her LDS account information. Why else would no one contact her regarding why she continues to get the User name or Password not recognized error message? I am concerned for her eternal salvation as has stopped reading her scriptures as she knows her markings and annotations will be lost once she can login in. It hurts me to see her lost in spiritual app darkness.