Patron unable to recover / reset account password even with correct username and correct MRN

alexlds

Using the patrons helper number, I am able to access his account and see his correct username - but I am obviously unable to see his (forgotten) password.

I have obtained and confirmed the patrons MRN from the ward clerk - but when I go through the recovery process using the correct username, it will not accept the correct MRN.

I can be contacted on alexbarclay2@gmail.com

Thank you

Carla Tobler

@alexlds

Thank you for posting your question in the Community regarding your patron's account sign-in issues.

Account issues are better handled by phone. We are attaching a link to the Contact Us page giving instructions for scheduling a call. You and your patron should do this together.

https://www.familysearch.org/en/fieldops/europe-contact-us

Best wishes.