FamilySearch account help via appointment not working

dianehooper

I know that recently FamilySearch has implemented the booking system for us to book a day and time and then someone from FamilySearch will call to help with the issue. This unfortunately is not working. I have booked 3 appointments for a member of our ward (she is elderly and needs help), three times we have met at the chapel to wait for the phone call and three times we never received a call. I have tried it using her account and phone number as well as my account and phone number and still no call received. I can not call anyone to see why, I can't get help for her, unfortunately this is really poor service. She is a returning member and I don't want this to halt her progression. Can you please bring back a number for people to call, maybe it can be limited to Stake or Ward consultants so only they call through their account details (that would stop everyone using it), as they would only call if it is something they can not solve themselves, like this issue with the sister in my ward.

dianehooper

I am getting help from the Pacific Office here about the issue.

Thanks

DavidBeck1

@dianehooper

Hello Diane

You can use the Schedule a Call service for New Zealand to book a call and this can be a call to your home number, not necessarily to the phone in your Family History Centre. Although, there should be T&FHC Staff members there at the Centre to help on a one-on-one basis.

You can Schedule a Call here

Please let us know if you are successful.

Cheerio for now!

dianehooper

Hi David, Thank you for the quick reply.

I have tried the Schedule a Call service three times already and the appointments have been made but no one has called. That is the problem. I am an experienced Family History Centre director and experienced in family history but this issue can only be resolved by a FamilySearch call centre person as it is to do with her account and her membership number.

What else are we able to do if no one calls us at the appointment time?

Thanks Diane

MMmama

Thank you for contacting FamilySearch Community for your concern on using the Schedule a Call service. When you schedule an appointment you will provide your email address. When it is time for your appointment, go to the email address which you provided and you will find an email from FamilySearch. In that email it will give you a link to join a meeting. This is where you will be connected with a missionary that can help you. Click on where it says "Join Now".

Following is an article with further instructions.

https://www.familysearch.org/en/fieldops/article/schedule-a-call-or-online-meeting

If you have further instructions please contact us again.