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Create an Account - Recovery and Communication Options

Lynne Takahashi
Lynne Takahashi ✭
September 26, 2023 edited September 24, 2024 in FamilySearch Account

The verbiage for this section is: "Please provide a mobile number or email address. It will be used to help you recover your username, reset your password, and for system notifications. You can edit these options in Settings."

The page used to allow the user to choose between mobile number and email address, but now only allows for the email address. The mobile number can be added in settings after the account is set up and the email address can be removed at that time.

When did this change? Why did it change? Did I miss an announcement that it would change? Can it be changed back? Having email as the only option makes it difficult for many potential users.

Thank you!

Lynne Takahashi

0

Answers

  • ScottSeegmiller
    ScottSeegmiller ✭✭✭
    November 7, 2023 edited November 9, 2023

    Lynn

    I can see your point. In searching the knowledgebase there is nothing in there about why it changed. I woul agree that it is confusing, especially if you have to guess which recovery method you selected when you registered. I just checks my Account Recovery Options and sent a code to my mobile phone. I verified my phone number.

    All instructions say that you can recover using either.

    You can recover a forgotten username or reset a forgotten password for your FamilySearch account using whichever option is directly linked to your account:

    • Your mobile phone number
    • Your email address
    1. Select a recovery method based on the information that you provided during registration.
      • Mobile: Enter your mobile number. A verification code goes to that number. Enter the verification code into the provided field, and click OK.
      • Email: Enter your email address. An email with all the usernames associated with that email account comes to you. Open the email, and click the username that you want to use.

    I just taught a class on using the app and the number one problem that all had was how do I login, I cannot remember my user name or password.

    My recommendations is that we have the developers ask for both during registration. I will submit it as a ticket.

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  • Lynne Takahashi
    Lynne Takahashi ✭
    November 12, 2023

    Thank you for submitting it as a ticket. There used to be verbiage that said to select a recovery option; the user could then select mobile number or email. Both options are needed.

    Thank you!

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  • deniselynneplaskett1
    deniselynneplaskett1 ✭
    November 16, 2023

    Just now at our center we tried to help someone setup an account who only has a cell phone and does not have an email account and we were unable to setup his FamilySearch account because even though the verbiage says to enter an email address OR a mobile number, it would not take the mobile number. I hope that the ticket to resolve this is addressed soon!

    1
  • Maile L
    Maile L ✭✭✭✭✭
    November 18, 2023

    Thanks. Engineers are working on the issue. The issue is complex and we do not know how long it will take. We appreciate your patience while this is being sorted out.

    1
  • kcp8
    kcp8 ✭
    December 14, 2023

    I'm meeting with the missionaries in a couple days at the FSC to help a new member set up an account. I've been researching the guidelines for setting up an account because he doesn't have email, but does have a cellphone that can receive texts. In Article Id: 817, December 11, 2023, "How do I create a free FS account?" there is a section "Important notes," that states: To create an account on FamilySearch.org, guests must have at least 1 of the following: *An email address *A mobile phone number capable of receiving text messages.

    However, as stated before, the sign up form only asks for an email address.

    I want this new member to be successful and know what I'm doing before we get together!

    0
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