FS cannot reset password, and says to contact the local help center.
I "am" the local help center, and do not know how to help this user. He has tried to reset his password via email and mobile phone, but gets the same answer. He has several user names, and has tried them all. I suggested that he create a new account, but the system tells him this account might already exist (despite completely different user name/password), and directs him to log in and then the same line of action.
I am just another 'lowly' User/Patron ...
[ And, I happen to be a Member of the Church ... ]
[ Plus, one who has worked in "Family History Centres" of the Church for many Years ... ]
Just in passing ...
You are not alone ...
It happens ... a lot ...
Short Answer: Contact 'FamilySearch' "Support" DIRECTLY by, (1) Telephone; or, (2) a "Live" 'On-Line' "Chat".
Here is a "Knowledge Article" in 'FamilySearch':
[ With the various "Contact Telephone" numbers, depending on one's location, in the World ... ]
DO NOT accept, if they send/direct you back to this Forum, they SHOULD (and, NEED to) be able to accommodate you on the "Telephone"; or, "Chat"; or, in the least, pass you onto the "Global Help Desk" to action what is required. In the past, I has helped/assisted others, through the process, as a 'go-between', between the User/Patron; and, 'FamilySearch' "Support"/"Global Help Centre"; but, times have recently changed.
Just my thoughts.
I hope, that this may help/assist, somewhat.
Thank you. I found the live chat, and they are trying their best with this one.1
It turned out that the patron had not confirmed his email when he created his account, so FS could not help him access his forgotten password. The solution was to create a new account.0