Membership Record Number Recovery option
I have a special request. The KA: I forgot my FamilySearch password or username needs to be updated to reflect the change made in the MRN recovery method, but I request that this recovery option be reconsidered and restored. When we are working with youth groups, which we do once a week, there are always youth who do not know their username or password. They do not have a viable recovery option and their parents are not available at the time to help them in the Church website. It is very important that the youth are able to sign in and participate in the activity/experience. I feel that the rug was pulled out from under us as we work with youth groups. We need the MRN recovery option. I sent the knowledge article and account information to our FHC leaders to help the youth leaders and parents prepare the youth for their visit and experience. Last night we worked with over 30 youth I was able to help three access by adding recovery options through my Missionary resources, and seven of them couldn't sign-in. We worked around by signing in as their helper in Helper Access, but this limits their experience and they cannot print ordinance cards. Please restore the MRN recovery option in Family Search. Thanks for your help.
Comments
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I agree. I just helped someone as a family history consultant recover an account who did not know/remember the email used to register and no longer had the phone number attached to the account. It took 1.5 hours to recover the account, which involved scheduling an appointment with a senior missionary who read the script of using email or a phone to recover. We had to spend time with the missionary chatting with real tech support to update the phone number manually using, guess what, the MRN. Seems pretty silly to remove that option when it ends up getting used anyway. Once the phone number was updated, we had to verify it via text and the verify code was wrong! So the missionary gave use the verify code over the phone - which kind of defeats the purpose.
This was a terrible user experience. And I don't mean to criticize the senior missionary because it is not her fault. But if Family Search is going to go down this road, they need to scrap this and go back to what it was. The limited support hours and appointment only system is just bad for a major website.
It will now be impossible for youth to recover their accounts in a timely manner during youth activities.
If the MRN recovery option had been available, we could have recovered the account in a matter of minutes and saved everyone a lot of frustration.
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Also, if the patron dosnt have their own mobile / cell phone and I try to use my phone for the recovery process, because that number is registered to my account it automatically ASSUMES that I am trying to recover my own account - and so I cannot recover the patrons account.
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