Patron cannot log into FamilySearch Using Church Account

JHGibbons

While serving in a FamilySearch Center and helping a young woman who cannot log into FamilySearch, I ran into these issues. Her account was created and is managed still by her mother prior to her turning 13. We reset her church account password. She can log into the Church website, so we know her account works (Tools and Gospel Library as well); however, when she attempts to log into FamilySearch using her Church account, she cannot log in. What are the next steps to troubleshooting this issue?

AnneLoForteWillson

Did she try to sign in to her Church Account using the Continue with Church Account button:

If you just put her Church Account credentials into the username and password blocks (below the Continue with Church Account button) then they will not work. The username and password blocks are for the FamilySearch Account login, (which she currently doesn't know the credentials for).

Please let us know if you used the Continue with Church Account button for her Church Account credentials.

JHGibbons

Thanks for the response!

We did use the "Continue with Church Account", NOT the FamilySearch Username and Password fields since her mother created her account when she was younger than 13.

We reset her password on her Church account and tested it on the Church website. She can log in there after the password change. However, when we returned to FamilySearch and selected "Continue with Church Account", she is still unable to log in. We switched computers in case there were problems with caching previous attempts. She was still unable to log in. She indicated she had the same problem at home.

Where do we go from here?

Alan E. Brown

@JHGibbons It would be helpful if you could explain what you mean by "she is still unable to log in." After clicking "Continue with Church Account", does she see the Church Account sign in page? Is she able to enter her Church Account username and password? What error messages do you see?

JHGibbons

Yes, she clicked on "Continue with Church Account", went through both screens to enter her username and password. Yes, she is able to enter both username and password. When she clicked submit is when she receives the error that she is unable to log in.

Like I said, she is able to log into the Church website, so her church account does function. I switched browsers and computers to test to see if it was a browser issue and still received the same error when attempting to log in after logging in using her Church credentials. I can't remember exactly what the error is. She indicated that it occurs when she is at home as well, so unlikely to be a browser or computer issue.

Also, is there a way for the mother to convert her church account outside of her mother's account since she is older than 13? Sorry I cannot locate any instructions on doing that. I can't see how it would work as I don't have any children under 13.

I'm not sure where to turn to get help for her.

Alan E. Brown

My best recommendation is to call support at 866-406-1830 (assuming you are in North America). Be at the computer, so you can report the actual error messages. They can always get people signed in.

JHGibbons

Thank you for the help.