Password Reset by Email

Brian Rains

I am a Family History Specialist at the Oakland FamilySearch Library. I am working with a patron to reset the passwords on multiple FS accounts via email. We attempted to reset her password both from the sign-in page using her correct username and via my access to Account Manager. She never received the reset password emails. But I know that the email addresses are good because with her on the phone, I was able to send her test messages from my private email account.

Why are password reset emails not arriving at the patrons' inbox?

CHold

@Brian Rains

More than likely the patron has not verified her email in her FamilySearch settings page. Or she may have a different email in the FamilySearch settings page that will need to be updated.

Can you reset her password via her mobile phone via text?

I will be here for a few more hours and can assist if you need more help. We may need to have a private discussion.

Also, make sure that you do the regular maintenance things, (clearing cookies, making sure her browser is up to date. etc) if you need more help on those things let me know.

I will be watching the community for your response.

Brian Rains

Thanks for the update. A few comments.

She has 4 accounts. Three are attached to 3 different email addresses. Neither received the password reset. The fourth account is attached to her mobile phone, and we were able to reset this password successfully. Her mobile phone number is not attached to either of the 3 email based accounts.

What she really want to do is delete the three email based FS accounts. Can you do that if I provide the usernames? She really wants this cleared up. She would keep the phone number based account.

Finally, all of our communications have been by phone. She has not physically been in the Library.

Brian Rains

I forgot to mention that at least as I can observe in "Account Manager," all her email addresses have been verified as there is no mention of verification not complete.

CHold

@Brian Rains

Hmmm, If her emails have been verified has she looked in her spam folder. Sometimes the FamilySearch emails will go there especially if she has some kind of filter protection.

Brian Rains

She was checking spam all along. She doesn't believe it is the problem.

Sanra

@Brian Rains

It might be easier if the patron called in (1-866-406-1830). We need to know how the she is trying to signing in. Did the she use the top part of the sign-in page? Or did the she click Church Account? We also need to work with the her personally when trying to change a password.

Brian Rains

I can have here call the number.

She is not a member so she did not click the Church Account button. I supplied her the Usernames from Account Manager. What she told me was that she clicked on Forgot Password, entered her email address, and then waited for the email to reset the password, but no emails ever arrived. Similarly, from Account Manager, I sent to all 3 of her email addresses the Reset email, but none arrived. I tested the email addresses from my personal email and all arrived.

Sanra

Wow, that is crazy. There is definitely a disconnect somewhere. Hopefully the call will handle her issue. Wishing you both success.

Brian Rains

OK . Thanks.

CHold

@Brian Rains

I am wondering if she needs to clear cookies and make sure she is on the current version of the browser. Do you know how to do that?

She could also try getting into FamilySearch on another browser.

Here are some help articles.

https://www.familysearch.org/en/help/helpcenter/article/how-do-i-delete-all-of-the-cookies-and-temporary-files-stored-by-my-internet-browser

https://www.familysearch.org/en/help/helpcenter/article/which-internet-browsers-are-compatible

Since she is working at home on her own computer have her make sure that her Windows or MAC (whatever type of operating system she is using) is up-to-date. Also, have her reboot her computer.

Hopefully one of those maintenance things will help.