How can my friend get her FS account details restored?

Woolley Enid Florence

She uses correct name and password but screen says she is "Unknown. Person Not Found.This person does not exist, has been removed or is restricted by FamilySearch." Her FS file will open by entering an ancestor's name but not in normal manner. I was advised to try through the Help Others tab but that gave the same negative result. This is most frustrating for her. Help please!

lstolk36

Welcome to the FamilySearch community. Thank you for the time you spend asking questions.

Regarding: your friends issue with her account, if we understand her situation.

May we suggest the following steps for her to take.

Recovering a forgotten username or resetting a forgotten password to sign into FamilySearch.org  FamilySearch does not keep a record of patron’s passwords due to privacy security. (Passwords must be at least 8 characters with at least one letter and one number.)

You can recover a forgotten username or reset a forgotten password for your account using whichever option is directly linked to your account:

• Your mobile phone number
• Your email address

Steps (website)

1. In the upper right corner of the FamilySearch website, click Sign In.
2. Do one of the following, depending on whether you have forgotten your username only, your password only, or both: 

• Username only: Click username beneath the Password field.
• Password only: Click password beneath the Password field.
• Both: Click username beneath the Password field. Then, on the next screen, click the checkbox I do not remember my password.

1. Select a recovery method based on information you provided during registration.

• Mobile: Enter your mobile number. A verification code goes to that number. Enter the verification code into the provided field, and click Continue.
• Email: Enter your email address. An email with all of the usernames associated with that email account comes to you. Open the email, and click the username that you want to use.

1. What happens next depends on whether you indicated that you forgot:

• Username only: The sign-in page reappears, with your username automatically filled in. You can now enter your password, and sign in. Or if you find that you also forgot your password, click password to reset your password.
• Password only: The option to reset your password appears.
• Both: The option to reset your password appears. Your username appears on the screen.

1. If you need to reset your password, do this:

• Enter a new password.
• Verify the new password.
• Click Reset.

 Thank you for the work you are doing in Family Tree and we wish you and your friend much success.

Also please review the the URL https://www.familysearch.org/help/helpcenter/ar...

1ByrdLady

Your Friend needs to call into FamilySearch Support. We need to observe her issue to determine what is causing her issue.

• FamilySearch Support Contact Us Page
• FamilySearch Support contact options.