Helping a member access her FamilySearch account

mteresawarren1

Helping a member access her FamilySearch account

Hello

 

I am working with a gal in my ward who is having problems accessing her FamilySearch account. She has contacted Support, but, so far, is still unable to access her account. I'm not sure quite where the break down is.

 

Some of the problems we are facing: she has changed both her phone number and email address multiple times, so when (if) Support sends her instructions, she is not receiving it. A couple of months ago, she spent close to an hour on the phone with Support, but still no luck. (Maybe because of the multiple phones/emails???)

 

One option we are considering is for her to create a whole new account? Is this even possible? Is it the best course of action? Should we try Support one more time?

 

Any help is more than appreciated!!

Teresa

AndLinda

Do not create a new account. Call support rather than email or chat. By calling they can better assist you and can transfer to a department that would be able to straighten the issue out. Also make sure they are using Chrome or Firefox and clearing temp files and cookies. Give support the case number/numbers from previous contact if you have it.

mteresawarren1

Thank you. We'll try calling Support again. Maybe this time we'll get someone who can help.

Brett .

@mteresawarren1 mteresawarren1​ 

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Teresa

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Like 'Linda' has already advised, DO NOT "Create" a New ("FamilySearch") account.

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In fact, you will NOT be able to create a New ("FamilySearch") account for that Member with her Membership number; as, that person's Membership Number is already (most likely) associated with her original account.

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I would NOT go through 'Support' of "FamilySearch", I WOULD go directly to the "Global Service Centre" for HELP; as, this would not only effect the "FamilySearch" account; but, ALSO the "Membership" account.

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That said, just as an aside, have you checked out (with the Member) that Member's "Membership" account on "ChurchofJesusChrist.org" [formerly,"LDS.org"]!? 

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You might find that that Member's "Membership" account on "ChurchofJesusChrist.org" [formerly,"LDS.org"] needs "tweaking", which might just even address/fix the problems/issues with the "FamilySearch" account - provided that you possibly give the "Systems" at least x24 Hours for the web sites to synchronise.

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I would suggest trying that in the first instance; and, then, if that fails, contact the "Global Service Centre" for HELP.

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I hope this helps.

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Brett

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ps: Been THERE, Done THAT! 

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mteresawarren1

Thanks for this info. We'll try that. She's changed her phone number and email address so many times that she doesn't remember what she used when she created her membership account. (Makes it extremely frustrating.) We finally got her records in our ward (it's a YSA), so we should be able to track down her membership number with the Bishop.

 

Thanks again!

Ann Kunz Dexter

Instead of calling FS support, you should ask for the LDS account department. They clear things like this up very quickly.

mteresawarren1

I'll have her do that. Thank you!