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are there any circumstances where user name and helper id dont work nor full name

braveheart1
braveheart1 ✭
April 27, 2021 edited July 11, 2024 in FamilySearch Account

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?

Tagged:
  • Helper information malfunction
0

Best Answers

  • Fanny Hastings
    Fanny Hastings ✭
    April 28, 2021 Answer ✓

    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
  • braveheart1
    braveheart1 ✭
    April 28, 2021 Answer ✓

    Thank you. Where would she find settings?

    0
  • Ian H Williamson
    Ian H Williamson mod
    April 29, 2021 Answer ✓

    Click on her name top right on web-page then Settings is in the drop-down menu

    0
  • Wanda Eskue
    Wanda Eskue ✭✭
    April 29, 2021 Answer ✓

    @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
  • braveheart1
    braveheart1 ✭
    April 30, 2021 Answer ✓

    thank you

    0
  • Bruce Wilkinson
    Bruce Wilkinson ✭✭✭
    May 20, 2021 Answer ✓

    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

  • braveheart1
    braveheart1 ✭
    May 21, 2021

    thank you good to know

    0
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