Can help others with helper button but can't get person on my Consulant Planner

LegacyUser

Lorraine Morton Ashton said: I am a family history consultant trying to help someone in my ward. I CAN sign in to help him using the help others button. (Roger Madsen Weir with the user name of weirrogermadsen52) But I would like to have him on my consultant planner. I have several other people where I have successfully added them to my planner but for some reason I cannot get Roger Madsen Weir on my planner. It goes through, takes the helper number, birthdate and then just keeps circling on done. I have also tried the other method of sending an email but the program says that it is unable to deliver a message to this email address. Funny that he gets a lot of other information from the Church via that email. Is there something wrong with his account?

LegacyUser

Tom Huber said: Welcome to the community-powered feedback forum for FamilySearch. FamilySearch personnel read every discussion thread and may or may not respond as their time permits. We all share an active interest in using the resources of this site and as users, we have various levels of knowledge and experience and do our best to help each other with concerns, issues, and/or questions.

The use of the Consultant planner is to be used only with members of the Church of Jesus Christ of Latter-day Saints, since it can include information about vicarious temple ordinances.

If Roger is not a member of the Church, then the only option is the Help Others feature. If he is a member, then have him log in to the Church site and check his membership number or FamilySearch and go into his settings. The helper number appears on the first page. Check his notifications tab and make sure that he hasn't turned on the "Unsubscribe All Messages" because that is an "opt out" for messages sent by email.