Password Expired - No reset options are working

[ldkoz]

My son is a Missionary who was just transferred home to finish the last 3 months of his mission as a service missionary. His account login worked perfectly up until a little over a week ago. He tried to access his mission email to send in his reports, and received a message that his password has expired. We followed the prompts to reset his password. He is given three options for recovery: text, email, or member info. When we put in his cell # nothing happens. He never receives a code. We have tried with multiple phones. (He does not have the same number he had two years ago... It no longer exists.) When we try with both the email or member info, we receive a message that says he is ineligible for password recovery because of his calling........??? Shouldn't his calling make him Eligible? He has not forgotten his login info. We have all his information, but still cannot reset his account. There is no phone number to call, and we have filled out a request to have someone contact us, with no response. Does anyone have a magic fix? We can't possibly be the only one with this problem.

[rmrichesjr]

It sounds like something got mixed up in the change of your missionary son's assignment. If he has a contact number for the equivalent of a mission office, that would be a good place to start to get things fixed. Otherwise, please contact your ward clerk to put you in contact with the Global Services Department. They should be able to fix things.

[russellhltn]

When we try with both the email or member info, we receive a message that says he is ineligible for password recovery because of his calling........??? Shouldn't his calling make him Eligible?

If he has access to sensitive systems, it won't allow an automated password reset. It makes it too easy for hackers.

He'll have to call support.