are there any circumstances where user name and helper id dont work nor full name
last week I was assisting my friend with her family history. I have her full name date of birth user name and helper id but this week i keep getting a message saying user name or id incorrect. It worked last week so why not this?
Best Answers
-
When going in as Helper, and the user name and Helper number don't work, it is often that the person being helped needs to go to settings and confirm the user name they are providing is correct. Many users have their user name and password saved, but are remembering wrong log in information.
2 -
Thank you. Where would she find settings?
0 -
Click on her name top right on web-page then Settings is in the drop-down menu
0 -
@braveheart1 - Here is a link to the Knowledge Article concerning your issue. Hope this helps you.
https://www.familysearch.org/help/helpcenter/article/why-cant-i-sign-in-to-help-a-person
0 -
thank you
0 -
All of the above answers are correct. However, we should keep in mind that the patron can change the helper number in Settings/Permissions using the EDIT link. Also, if the user deletes his or her account and then registers a new account under the same username, a new helper number will be assigned. These are rare occurrences. Finally, however, we should always remember that FamilySearch.org cookies can be a factor in preventing signing in--even with the correct credentials. Clearing them at https://familysearch.org/cookies sometimes clears an issue where credentials are being entered correctly but still return the "username or password is incorrect" error.
1
Answers
-
thank you good to know
0