Syncing Issue
I have had several issues with signing in issue with Family Search in recent times. I have contacted the Accounts Management area and explained the situation. I try to sign in and a message comes up that my password is incorrect. It is not. I reenter the password, and get same message. I request a number from the system and enter that number and it allows me to enter a new password. I do so and when I try to sign in again it states that the password is incorrect. I then try to reenter that password as a new password and it states that that password has been used too many times (it has only just been created). I then create a new password after entering new number given by the system, and the same thing happens again.
I then contacted your office and explain the situation, and after some tries the system lets me in. I then tried to sign in today and got the same message - password incorrect -but it is not incorrect. The system seems to be the problem. What needs to be done to correct it?
Answers
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Maret Curtis,
There may be several issue involved in our account not syncing. Even though you have tried several things it keep reoccurring/
Please review this knowledge article
1. 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 may have tried this already.
also,
In the Help Center there is a suggestions on which browsers are most compatible,
Thank you for using this wonderful website and we wish you much success.
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You state above that you do not keep a record of passwords and yet when I tried repeatedly to reset my password it would first tell me that the new and approved password was invalid and then when I tried the same password a second (and a third) time it said that that password had been used too many times. It cannot have told me that unless the password was retained somehow.
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You recently commented that you believe FamilySearch keeps a record of passwords because of specific error messages you have received when trying to reset your password using your mobile device.
We apologize if information was not stated correctly. To protect your privacy, the system is not allowed to help you recover an old password. Instead, it allows you to reset your password by choosing a new one for your account. Please review the following knowledge article which explains the process used to reset a password which will require that you have verified either an email address for your account, or a mobile phone number for your account.
If you used your mobile phone for reset purposes, a text is sent to your phone which will provide a code for you to enter on the request page to then choose and verify a new password. Because mobile devices are not connected to Wifi all of the time, there can be a delay is using a newly reset password. Please read the following article to verify the steps you need to take if you should have a syncing issue because you are working from a mobile device.
Finally, when you attempt to sign in multiple times and the system does not recognize your information, you can be locked out for 10-minutes as described in this additional article...
We did notice that another moderators has forwarded your concern to a specialty team to try to troubleshoot any issues you may be having. If you did not receive a personal message to verify information about your account and still need assistance, please reply to this post so that we can continue to try to assist you. You are also welcome to contact our support team by phone at 1-866-406-1830.
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