Log in support needed
I'm trying to help an Elderly Sister log into her FamilySearch account, she has been less active for a while and can't remember ever having an account, so we created an account but we can't add the membership number because there is another account with that number, we can't use the recovery options because she doesn't have that email anymore nor does she have the same phone number. However, we were able to log in to that account with her church account credentials but we are not able to do so now, we are getting an error message (Invalid Oauth2 Request, There was an error trying to access your account through [Authn]; please try again). When we contacted the Global Service department they said there was no account with that membership number, the strange thing about this is that it was GSD that helped us to recover that church account just the week before, so now we have created a new church account and can't use it to log into the FS account. We don't have a phone contact number for New Zealand anymore so it can be so frustrating.
Best Answers
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@ Eric Hiku Hi and welcome to FamilySearch Community and asking you question about accounts. Just to be clear, there are two different accounts, church accounts and family search accounts. GSD can only help you with the church account. To get help with the family search account, you need to contact family search support by phone. For New Zealand, this is done through an appointment. In order to make an appointment click on the circle with the ? in the upper right corner, on the drop down, click at the lower left on contact us. Click on the map for Asia Pacific, click on the Pacific area, click on Schedule an Online Appointment on the right side of the page. Select to schedule an appointment for FamilySearch Accounts, select your time and date for the appointment and complete the appointment. The sister that you are helping will need to be available on the phone with you. Make sure to have her membership number available. During this call, FamilySearch support can help you recover the FamilySearch account with the church membership number for the sister. Hope this helps.
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@Eric Hiku Thank you for this feedback. We are so sorry you've had such a struggle getting help in New Zealand. I have escalated this and we will see what we can do to help you out.
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Answers
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Thanks so much.
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you are welcome. Hope you get her accounts issues resolved.
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Yes, I hope to resolve this issue, I have been through these steps you mentioned before when contacting Family Search about a month ago about another issue I was having and they were a no-show. (hence why I said frustrating) and now that I have another appointment it's with the same person.
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sorry to hear about your issue. Hopefully this appointment will make it.
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Yes, it was another no-show. Not good at all.
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This happened to me and a patron. She contacted Global and they reset another password which she forgot, so she came to see me. I shortcut to my account in my Helper Planner and added her and clicked her stake/ward member directory which automatically popped up. Thats becos she was in our stake. I invited her via her present email. That works when we are working together or remotely, but when she wants to work on her own, she logs in with the other options. Facebook, Apple, Google etc. She's happy with that until she gets around to sorting her church account again. I told her its just temporary, so Its just a matter her doing it herself.
I only do this for those who are desparately wanting to submit work on their trees and guide them to fix their account issues. This may not work for everyone.
Good luck.
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