This is personal information that Family Search should not require us to put in a community forum!!!
Family Search should not be asking people to put this information on A COMMUNITY PAGE! These are personal items!! Please make a way for us to contact FS for finding out about ordinances that are missing... I need someone from Family Search to contact me that can explain to me a message on Family Search under my Great Aunt about ordinances that I don't understand, and I'm not about to post this information in A Community Page. WE NEED TO KEEP THESE ITEMS PERSONAL. Everything online can be hacked and having personal messages about people's temple work or problems with a page of one of your living parents, for example is not something that belongs on a community page. Community pages are designed for people to get answers from others. Temple work problems need to be resolved by Family Search and not viewed by every single person in the church who has a temple recommend.
Best Answer
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If you will post in the Temple section of Q & A which is only available to church members a thread with you basic issue --- such as " I have an ancestor who has an issue with Temple ordinances being unavailable". Eventually this thread will get to an appropriate support person who will contact you for the specifics of the situation and request the needed information for the issue to be investigated. This contact will probably come in a private message so that no public disclosure of sensitive information is made. It may take some time as the procedures are just being created and assigned to personnel. We believe this system will work to both protect privacy and allow you to get resolution to your issues.
Because there are no longer any cases being created, phone calls will result in you being told to post in communities. The community post will be the way the issue is followed. It may be moved so you cannot see in detail what the status of the issue is but eventually you will receive an answer to your issue. As was stated earlier be patient as this transition may take some time for the process to work smoothly. Issue's will be worked in the order they are received.
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Answers
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You can contact FamilySearch Support at 866-406-1830 or do a live chat.
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Dee
I am just another 'lowly' User/Patron ...
And, I happend to be a Member of the Church ...
You are not alone ...
I am so glad to know that I am NOT a 'lone voice in the wilderness' ...
Just yesterday, I raised a post in the "Ideas" (ie. "Feedback') Section of this "Community.FamilySearch" Forum.
Take a look, if you have NOT already ...
Home > Ideas > FamilySearch Community
New CATEGORY, "Q & A" Section, of TEMPLE, OPEN to ALL, regardless if one is a Church Member or not
In the least, this "Category", of "Temple", in the "Q and A" Section, SHOULD be a category, that ONLY those Users/Patrons, who ARE Members of the Church, can, access; and, view.
As an aside ...
I did raise the matter of NO LONGER being able to "Send a [ Private ] Message", creating a "Support" Case, DIRECTLY to "Support" of 'FamilySearch', in ANOTHER post (here), where one of my 'Answers'/'Responses' WAS designated by the ORIGINAL Poster as an "Accepted Answer"; but, that 'Answer'/'Response' (along with some others) have subsequently been SUMMARILY "Deleted"/"Removed", from that post, by the "Administration of the "Community.FamilySearch" Forum.
Brett
Addendum ...
This NEW Platform of the "Community.FamilySearch" Forum can be such a nightmare ...
I just found them ...
My 'Answers'/'Responses' WERE "Removed" from the ORIGINAL post; whereas, they were NOT so much, "Deleted" from the "Community.FamilySearch" Forum, 'per se'; but, they were 'Transferred' to a NEW 'Question' here in "Q and A", under the 'Category' of "Other", by the "System"
Here is that newly created post ...
Home > Help Center Categories > Other
Support Changes
https://community.familysearch.org/en/discussion/87228/support-changes
Brett
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I actually contacted FamilySearch today about a family member and Temple work error message that I couldn't understand. The person at family search told me that they can no longer message anyone who works for FamilySearch about fixing the problem in their software. They are just to post the questions that we call them with into the forum! So no... you cannot call FamilySearch or live chat them and get any help. You can only get help if you want 2 post everything publicly that you are trying to get help with. I do not believe that every single member of the church even has the right to view people's personal messages about different Temple problems that they are experiencing with the software. Also you're talking about everyone feeling this who has a membership in the church. We are not talking about everyone who has a temple recommend even we are talkin about everyone who is supposedly a member of the church can view all of this private information in the Forum. I have a sibling who's still a member of the church but it's been inactive for 40 years but if he wanted to, he could still view all of this information and use it to cause problems. Forums are gold mines to hackers and in this day and age I just think it's not a smart move to be doing things this way. The church is usually so private with people's information and some people in FamilySearch have only passed on to the next life within the last year or so. This information is too private to be posting people's problems and ID numbers, Etc. in a public forum.
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I received an email yesterday talking about the changes to the help system and within it was a link showing how to contact FamilySearch. Here is a knowledge document contained in that email that clearly indicates it is still possible to call FamilySearch Support directly. It lists the phone numbers and times support is available in the different regions of the world. https://www.familysearch.org/help/helpcenter/article/contact-familysearch-support
That knowledge document also shows in which areas live chat is available.
There is a lot of frustration right now with the shifting to communities- I have been among those expressing frustration especially when I realized I couldn't create my own "cases" anymore through the "feedback" at the bottom of the page. To me that was a great option and I used it frequently. A kind lady (who knows more than me) kindly suggested I be a littler more patience and give the engineers a little time to work things out. This is a huge undertaking and it might take some time for things to all get ironed out.
I was glad to see that we could still call Family Support- that is the best option sometimes.
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gasmodels
FYI
I am sorry; and, apologise ...
As, I am very well aware, that you are just ... 'caught in the middle '...
But ...
It would appear that your statement, in this post that, in this "Community.FamilySearch" Forum, in the "Q and A" Section, in the NEW "Category" of "Temple" that "... is only available to church members ..." is INCORRECT.
Please refer to the following post, that I recently posted, in the "Ideas" (ie. 'Feedback') Section, of this "Community.FamilySearch" Forum.
Where an "Administrator" in the "Community.FamilySearch" Forum stated ...
"We don’t yet have automated processes to identify any specific segments/audience/people, so access would need to be granted on an individual basis."
As far as I can ascertain, in other words, the "Community.FamilySearch" Forum, CANNOT yet EASILY, distinguish; and, apply, whether or not, a User/Patron, either, is or is not, a Member of the Church.
My post ...
New CATEGORY, "Q & A" Section, of TEMPLE, OPEN to ALL, regardless if one is a Church Member or not
And ...
Furthermore ...
I know, for certain, from 'first hand' knowledge, that ALL Users/Patrons (REGARDLESS, of whether or not they are Members of the Church) of this "Community.FamilySearch" Forum, CAN, in fact, access; view; and, post, in the NEW "Category", in the "Q and A" Section, of "Temple", of this Forum.
Plus, a post, in this very post, by the User/Patron, 'A van Helsdingen', who we both know, is a PRIME example to that.
As an aside ...
Although it is possible ...
I would find it very hard to believe that, the ORIGINAL poster, of this post, 'Marked' Your particular 'Answer'/'Response' as an "Accepted Answer".
[ Of course, that remains to be clarified ... ]
Personally, I would consider that, either, you yourself (As, a "Moderator"); or, possibly, perhaps, ANOTHER "Moderator", HAS 'Marked" Your particular 'Answer'/'Response'; as, an "Accepted Answer".
I have raised THIS particular Problem/Issue on a number of occasions, just like a number of Other Users/Patrons ...
This PRACTICE, of "Moderators", going around; and, summarily 'Marking', an 'Answer'/'Response'; as, an "Accepted Answer", ... MUST ... STOP.
"Moderators" should NOT be 'Marking', an 'Answer'/'Response'; as, an "Accepted Answer", that facility/function/feature should ONLY be the, RESPONSIBILITY; and, ABILITY, of the ORIGINAL Poster, of a post.
IF, the ORIGINAL poster, of a post, DOES NOT, "Mark" ANY 'Answer'/'Response'; as, an "Accepted Answer"; THEN, so be it, such is the case.
But, "Moderators" should NOT be 'Marking', ANY 'Answer'/'Response'; as, an "Accepted Answer".
Furthermore ...
The STOPPING of the "Support" Case "System" ...
WITHOUT prior ADVANCE advise is just INCOMPREHENSIBLE ...
That is another matter, that was raised, by ME; but, created by the "System".
Home > Help Center Categories > Other
Support Changes
https://community.familysearch.org/en/discussion/87228/support-changes
NOW, we CANNOT, "Send a [ PRIVATE ] Message"; whereby, creating a "Support" Case number, directly to "Support" of 'FamilySearch'.
NOW, we CANNOT, even 'see' Our OWN "Support" Cases, whether ACTIVE or not.
Apart from the "Options" of either, (1) Telephoning; and/or, (2) "Live" ('On-Line') "Chat", the "Community.FamilySearch" Forum, should NOT be the ONLY "Medium", for raising matters of, either, Concern; or, Problems/Issues, DIRECTLY with "Support".
We should NOT have (had) to be PATIENT ...
There should NOT have been such a significant TRANSITION ...
There should NOT have been such SIGNIFICANT matters of, either, Concern; or, Problems/Issues ...
The way that the "Support" Case "System", has been incorporated, into the "Community.FamilySearch" Forum, NEEDED much MORE, Development; and, Consideration; BEFORE, implementation.
Many of us STILL want to ABLE to "Send a [ PRIVATE ] Message"; whereby, creating a "Support" Case number, directly to "Support" of 'FamilySearch', rather than doing so, by posting, in "Public", in this "Community.FamilySearch" Forum.
Plus, I am sure that some (if not, many) of us STILL want to be able to, access; and, view, Our OWN "Support" Cases that WE "Submitted", regardless of whether or not they were "Still" ACTIVE. I know that I still had ACTIVE "Support" Cases; and, in fact, "Support" Cases that I REOPEN; as, they were NOT actually FINALSIED.
Many of us DO NOT want to use the "Options" of, (1) Telephoning; and/or, (2) "Live" ('On-Line') "Chat", with "Support" of 'FamilySearch.
And, most importantly, we should NOT, be FORCED, to post matters of, either, Concern; or, Problems/Issues, in the "Public" nature, of this "Community.FamilySearch" Forum
Certainly, 'food for thought' ...
As far, as I am concerned ...
That is the CRUX of the WHOLE matter 'at hand' ...
Just my thoughts.
Again, I am sorry and apologise ...
As, I am well aware, that you are just ... 'caught in the middle '...
Brett
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yep your are correct Brett it was originally planned to be members only but has been changed to accessible to all. I am not sure what the issue was but obviously the original plans have changed. we will have to see what happens in the near future because the issues you have raised are real and need to be considered
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Hi @Dee Smith 111 - FamilySearch is not asking or suggesting you post personal information in the community. In fact, we're promoting the opposite - please do not post personal information in the community. Instead, please make a post in the appropriate section of Q & A noting you have a sensitive topic you'd like to discuss with support. A member of the support team will then reach out to you to discuss the matter privately.
Also, there are several ways of contacting the support team outside of the community, for example, phone and chat. Here is a link to the support offerings available.
Best,
Mark
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