Tech Forum

I am the stake web administrator and get questions from members who can't login using their LDS Account. I have made sure they are following the exact procedure and they still have problems. One member of my own ward even gave me her birthdate and member number so I could reset her username and password and we still couldn't get in. Is there a number we can call or a list of procedures we can follow to see if there is some step we missed? I have read everything I could find in the wiki and on this forum, but haven't found a good answer.

zaneclark wrote:One member of my own ward even gave me her birthdate and member number so I could reset her username and password and we still couldn't get in.

I don't have any answers, but one tip I'll give - use ldsaccount.lds.org for your test. I've found that if you change the password, that it takes time (maybe a hour or so) for the new password to propagate to other sites, but it works immediately for ldsaccount.

If you still can't solve it, there's a "Can't Sign in?" button on that site that will step you through everything. If that still doesn't work, it will present a form for contacting the support team.

Click the LDS Account sign-in page"Can't Sign In?" button. Most of the sign-in problems are covered at the support page. I have found that items 2 and 3 under Registration Issues cover a high percentage of the issues. If a particular sign-in issue is not covered, additional help can be obtained by clicking "What if my issue is not listed here?" and then clicking the "contact our support team" link. You can then provide the details of your problem to the support team.

zaneclark wrote:I am the stake web administrator and get questions from members who can't login using their LDS Account. I have made sure they are following the exact procedure and they still have problems. One member of my own ward even gave me her birthdate and member number so I could reset her username and password and we still couldn't get in. Is there a number we can call or a list of procedures we can follow to see if there is some step we missed? I have read everything I could find in the wiki and on this forum, but haven't found a good answer.

Go to http://ldsaccount.lds.org and click on the Can't Sign In button. If none of the links on that page help you can click on the link at the bottom (What if my issue is not listed here?) and it will give you a link to contact the LDSAccount support team.

The member I was helping sent a note to the link you provided and now she is finally able to access the site. They told her it was a synchronization problem on her part..... What does that mean? And could I use this information to help others?

zaneclark wrote:The member I was helping sent a note to the link you provided and now she is finally able to access the site. They told her it was a synchronization problem on her part..... What does that mean? And could I use this information to help others?

One step I have found people fail to accomplish when I work with them to solve LDS Account sign-in issues is the e-mail validation step. Either they don't get the e-mail for one reason or another or they think the message is junk and do not validate their e-mail address. There is a time limit to respond to the e-mail validation. I suppose that is what they could mean by a synchronization problem.

I tried to help a member register and kept getting message saying that either this member's birthdate or MRN are invalid. I know that neither are because I pulled right of this member's IOS.

I am running out of possibilities to why the registration is not working. This member happens to be disfellowshipped - could this be the problem?

pzells wrote:I tried to help a member register and kept getting message saying that either this member's birthdate or MRN are invalid. I know that neither are because I pulled right of this member's IOS.

I am running out of possibilities to why the registration is not working. This member happens to be disfellowshipped - could this be the problem?

I suppose it's possible that being disfellowshipped disables access to LDS Account, but I would doubt it. But in any case, this sounds like a question you should direct to the LDS Account support team. They can look into the specific member's registration issues.