Password recovery not working

KennyWiser

My 12 year old daughter created a Family Search account over a year ago. She forgot her password and I've followed all the password recovery options outlined here:

https://www.familysearch.org/help/helpcenter/article/how-do-i-create-a-free-account-for-a-child

This is the error message I get when I try to recover the password using her member record number

I've called the number at the help center link and talked with 2 of the missionaries there and they weren't able to recover the account either. They directed me here to this forum to see if I can get more help.

I've also tried to create a new account and it says that we can't because an account already exists with her member record number. She's getting antsy to do some indexing and get more names ready for the temple, so thanks for your help!

lstolk36

Kenny Wiser,

Regarding unable to access your daughter's account.

The previous answer gave the URL for resetting your password. We are given it in detailed steps, we hope tis will assist you with your daughter.

1.      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.

 https://www.familysearch.org/help/helpcenter/article/i-forgot-my-familysearch-password-or-username

Thank you for encouraging your daughter to do indexing and we wish her much success.

Suzy Adams

Kenny,

Another way to assist your daughter is to login to your churchofJesusChrist.org account. Go to settings, profile, children accounts.

Here is a link to an article with pictures that you can follow:

https://newsroom.churchofjesuschrist.org/article/new-feature-lets-parents-manage-childrens-online-church-accounts

We hope this helps.

MMmama

Try the steps you find in this article.

https://www.familysearch.org/help/helpcenter/article/i-forgot-my-familysearch-password-or-username