Create an Account - Recovery and Communication Options

Lynne Takahashi

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

ScottSeegmiller

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.

Lynne Takahashi

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!

deniselynneplaskett1

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!

Maile L

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.