App says Excommunicated and separated husband is still there

[davea0511]

Husband was excommunicated and separated from wife 18 months ago. I moved his record to the ward boundaries he now resides in. Initially, that seemed to work as expected, in LCR he is no longer shown as a member of the household

However (and here is the problem) the app incorrectly says that he *is* a member of the household - so the app doesn't match LCR, and a resync doesn't fix it. Understandably she is upset, because everyone keeps asking if they're still together or if he moved back home.

Today the Stake Pres. 1st Counselor asked me what the problem is, why I haven't moved out his records, but they were moved out nearly a year ago and he does NOT exist in LCR.

When I look at his record in the app (note since he's not in LCR I can't do anything there), the app does give me an option to change an address, but it turns out that (1) that address is for the household, not just him, so changing that won't fix our problem, and (2) that address has a lock symbol on it, so there is no way for me to change it anyway.

Again, the status in LCR is correct (it doesn't show him in the household or even as a member of our ward). The problem is in the app (where it wrongly says that he is in the household). This is hurtfull for the wife.

[davesudweeks]

Ask her to do a "Refresh Data" (found in the Settings). Sync often misses random details. If this fixes it, you might pass the word to the ward that they should refresh data also.

"Refresh Data" brings in a new set of data for your stake rather than just attempting to pick up changes since the last sync.

[garystroble]

You need to contact the GSD. I am sure they can resolve this for you.

[jdlessley]

You need to contact the GSD. I am sure they can resolve this for you.

This would be good for a records issue. But if it is an app issue davesudweeks' recommendation is the first step to take. If that doesn't rectify the issue then use the in-app Send Feedback feature found in the Help menu to get the developers involved. The GSD does not get involved with app issues and will refer you to the in-app Send Feedback. That does not mean if you have exhausted all you can through the app then most certainly call the GSD and let them know you have done the app Refresh Data and sent feedback from within the app.

[russellhltn]

There's two possibilities:

It could be an app problem. In that case, a data refresh will take care of it.

It also could be showing up because of the marriage record. In that case, you'll have to call GSD to have the non-member husband's listing suppressed.

Edit: when there is a non-member spouse, there's an option to have them appear in the directory based on the marriage record. Some members want this, because otherwise the directory makes it look like the member is single. Others don't want the non-member to appear. So it's set according to the member's preference. But that switch can only be set by Church Headquarters. There's nothing the clerk can do. When the husband's excommunication was recorded, he became a non-member. And until the divorce goes though, he will be listed on the wife's record.

[davea0511]

Thanks for the replies. I did a refresh data and no change. I'll call GSD and let you know how that goes.

[russellhltn]

Just to keep things simple, just say that you have a non-member spouse that needs to be removed from the directory. I think everything else is a distraction and could send someone down the wrong rabbit hole.

[davea0511]

Hey it worked. He's now removed from her in the app. You were right, there was some switch GSD needed to flip. Thanks!