New username recovery and password reset tools/process

LegacyUser

J. Keith Robertson said: I would like to propose an enhancement to the current username/password recovery process of FamilySearch.
FamilySearch currently has a username/password recovery process that is a manual process that frustrates both the patrons and the Help Desk workers that assist them. It is very time consuming and labor intensive.
There are better ways.
There are many tools that currently exist in the market or that could be developed to make username recovery and password resets easier and less time consuming. The best remove the manual Help Desk/IT function from the username/password process entirely by allowing users to do automatic recovery of usernames and allow automatic password resets. Automatic password reset tools can require multi-factor authentication and enforce strong password requirements but they eliminate the delays that frustrate both patron and Help desk personnel and remove many of the inherent security issues found in a manual process.
Many hours of patron and Help Desk time could be saved and improve the overall satisfaction with FamilySearch.

LegacyUser

Christine said: Yes! Yes! Please!!!

LegacyUser

Tom Huber said: I'm going to offer a comment, for what it is worth.

The Church of Jesus Christ of Latter-day Saints is very protective of access to its sites, including FamilySearch. It uses a single-name sign in across the board and as such it goes to great lengths to protect against unwanted intrusions.

It is my guess that part of that zeal is to make sure that a person who has forgotten/lost their username and or password contacts a living person who can validate their information.

This does not prevent all instances, but it does increase scrutiny of the person making the request.

LegacyUser

joe martel said: Sorry, I'm lost. There is a Recovery on the login screen. When I tried it it sends me the proper recovery stuff via email... No support person is used in this process. 

LegacyUser

Brett said: Joe

I do not know about the poster of this post; but, where I have continually experienced the problem/issue is when a User/Patron DOES NOT have, either, (1) an "E-mail" address; and/or, (2) a "Mobile" Phone number, linked to their "FamilySearch" Account (or, "Membership" Account, if a Church Member).

Or, the User/Patron has, forgotten; or, is not aware of, what the associated (1) an "E-mail" address; and/or, (2) a "Mobile" Phone number, is.

Sometimes it relates to Members; and, you have to spend so much time on the Telephone with the "Global" Help Desk; as, the "FamilySearch" Help Desk personnel are NOT always aware of what to do.

I I have had to listen in; or, 'eavesdrop', on the Telephone conversation, to help both parties (User/Patron; and, Help Desk) understand each other.

Brett

ps: And, 'Yes', it can somestimes take some time.

.

LegacyUser

David Newton said: If they're silly enough to have forgotten or never known such details then a nice, long phone call with support should teach them to be more careful in future.

LegacyUser

Brett said: David

Now, now ...

Not everyone is as Computer literate as many of the regular participants in this Forum; or, the modern age regular Users/Patrons ...

And, 'No', the long telephone conversation with Help does not teach them to remember; but, they do write the UserID and new Password down. Some still do not use, E-mail; and/or, Mobile Phones.

Seriously, we have to cater for all levels here.

Like I previously suggested, you would gain some insight by helping at one our "Family History Centres", might mellow you a little - Just kidding ...

I have to help many of the OLDER Generation gain confidence in using Computers, let alone how to use "Family Tree" of "FamilySearch".

Just putting things into some perspective ...

Brett

LegacyUser

David Newton said: It's the same as if you lock yourself out of your own house: a nice big bill from the locksmith should teach you to be more careful in future.

LegacyUser

Brett said: David

Not even on par ...

Brett

.

LegacyUser

David Newton said: In life consequence? Not on a par. Conceptually? Very much of a kind and equivalent. In both cases access is lost to something through carelessness and stupidity and in both cases the consequences should teach the person concerned not to do the thing that lost them the access in the first place again.