Member Partner Site Registration Issue
Does someone know how to get FamilySearch help for an LDS member associated account at ancestry.com. I tried to help someone register for her personal ancestry.com account at the FS Center this week. When we used the partner access link, ancestry responded that she could not establish an account, because she already had a linked account. The member said that despite multiple attempts, she has never been able to access an ancestry.com account. The information they showed for that account listed incorrect information of a user name of her email address, missing one character. We made the mistake of contacting ancestry.com, and never could get it resolved. I later read a FS knowledge article stating that we needed to contact FamilySearch to resolve issues with an ancestry member account. This guest is planning to come back to the Center next week to try to get this resolved. I am hoping that it will NOT be another frustrating experience for her.
Is it possible for someone to help her unlink her FamilySearch account from that incorrect ancestry.com account? We thought that ancestry had helped her to do that, but when she signed in, they asked her to begin a free trial account, which of course, would not lead to her free member account. During our discussion with ancestry.com, they kept asking her for her Social Security number, and a credit card number, and they suggested that she create a different email account. This is an elderly sister, and she definitely does not want to give them information they do not need, and does not want to change her email address that she always uses for everything.
Can someone please direct us regarding how to get help with this issue? She could come to the Center to use the free institutional ancestry account, but she is a very sharp person and would like to be able to use ancestry.com more conveniently from her home.
Thank you for any helpful suggestions you may provide.
Chris Marsh
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@Chris Marsh Those Ancestry issues can get rather complex. It would be best to ask the person to contact Support directly. We have a small team of support agents who specialize in Ancestry issues. The agent who gets the call or email will be able to route the issue to one of those specialists. Find contact information here: https://www.familysearch.org/en/fieldops/familysearch-support-contact-us
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Thank you for responding. We are planning to try this in a couple of days.
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