Issue linking LDS FamilySearch account with Ancestry
Hi there, I am helping an lds member connect his FamilySearch account to Ancestry and have tried all the usual steps and nothing is working. We have tried contacting Ancestry and all they did was change the password. Has anyone else had this issue and how did you solve it. Thank you
Miriam Rimmer
APAC Support Missionary
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@MiriamJoyce21 MiriamJoyce21
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Sister RIMMER
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I am sorry to ask; and, this may seem silly; but, just to clarify ...
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When you say that you "... tried all the usual steps (and nothing is working) ...", do you mean that you have tried through the "Partner Access" ...
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https://www.familysearch.org/campaign/partneraccess/
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And, if you have; then, ...
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Questions:
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Did the Member have a PRIOR ("Paid") "Subscription" Account with "Ancestry_com"?
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If so; then, you would need to use the:
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Already have an Ancestry account?
[ Sign in to connect your account ]
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Or, if not, are you "Creating" a "Member's" (First/New) Account with "Ancestry_com"?
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If so; then, you would need to use the:
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Create Your Free Ancestry Account
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If either of the above is NOT working; then, let us know; because, there may be a problem/issue.
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Again, I am sorry to ask, what may seem a silly question.
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I am just trying to get a 'handle' of the problem/issue.
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Brett
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Hi Brett,
Questions are never silly, Thanks for responding to my query.
Patron explained that in her Ancestry account under her subscriptions it said that she is a registered guest. While in Ancestry we had her match her username, email and password to FamilySearch. Refreshed the page.
So then we went to her FamilySearch account, in settings, connected accounts and had her revoke access. Refreshed again
We then tried to relink though https://www.familysearch.org/campaign/partneraccess/ from the help center.
But when we did that we recieved a message saying "were sorry your account is already linked".
So we then had patron follow the article familysearch.org/help/salesforce/viewArticle?urlname=Error-Your-account-has-already-been-linked-to-an-account-on-Ancestry-com&lang=en
She needed to copy and paste the url into a word doc and then phone Ancestry so they could find the correct username using the eight- and four-digit number/letter combinations after the letters ucdmId=
and then ancestry would (Hopefully) fix the link or whatever they do?? (Still wondering how I could find out)
Patron phoned them but they were not able to help.
In the meantime her and her friend have cancelled her account with Ancestry, but they need to wait 30 days before she can do anything.
I also have a member of our ward who is having the same issue. We've worked with him several times to no avail. So hes given up trying.
If I knew of a failsafe method to help these people it would be good to know.
Thank again for responding
All the Best
Miriam
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@MiriamJoyce21 MiriamJoyce21
Miriam
That explains a lot.
And, does not sound good.
Give me some time to 'mull it over'.
I have got some thoughts - not all good.
I will get back to you in this post.
Brett
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Thanks so much Brett :-)
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one thing...let it all rest overnight. Sometimes, when making changes to passwords and usernames and logins, it takes time for all the changes to filter through all the different places it needs to be. So, I would suggest letting at least 24 hours go through before trying again. It may not resolve the situation, though.
Also, be sure that the member has their Church Membership number included in their settings, otherwise it won't go through as LDSAccess to Ancestry.
Last of all, keep calling Ancestry. Someone will be able to fix it!
As for fail-safe. Start the process in reverse. Make sure the Membership number is in the account (if they can see Temple Ordinances, then it is there). Then go to the Solutions Gallery > PartnerAccess > Ancestry.com page and continue through the links there.
It may also have a problem linking her account because she previously had it linked or previously had a paid subscription. In either case, I'd let 24 hours pass before trying to connect through PartnerAccess.
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@MiriamJoyce21 MiriamJoyce21
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Miriam
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'G'Day', morning ...
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'Anne' is ... SPOT ON.
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That was my first thought, that you have to wait, overnight (sometimes up to 24 Hours) for "Changes" (ie. in this case "Passwords") to be "Processed" by the various "Systems" and become "Effective".
And, my second thought was, 'Yes', it is imperative that the "Church Membership number" is included in their "Settings" in their "FamilySearch" Account.
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If they are NOT the case; then ...
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You could keep 'calling' "Ancestry_com" until you get someone who can address/fix the problem/issue - good luck on that one.
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And, you could contact "FamilySearch" 'Support'. But this is way beyond "First" Level of 'Support'. It WILL have to be passed up the line to, at least, "Third" Level of 'Support'. You need to keep pursuing with "FamilySearch" 'Support' - until you get someone that can help.
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Of course, it could be a problem/issue with their "Church Membership" Account, whereas, if that is the case; then, that will be have to be addressed at the "Global Service Centre".
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I have known of situations where, "Passwords"; and/or, "E-mail" Addresses; "Names" (ie. Change due to Marriage); etc, had been "Changed"; and, that caused 'havoc' with, both, the "FamilySearch" Account; and, the "Church Membership" Account - which had to be addressed through the "Global Service Centre". Hence, causing a problem/issue with "Connected Accounts".
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I have has similar problems/issues with Member Users/Patrons at the "Family History Centre"; and, spent "Hours" on the telephone between the Member User/Patron with, both, "FamilySearch" 'Support'; and, "Global Service Centre" - I was the 'conduit', providing meaningful communications, between the Member and those on the other end helping [ie. Member Users/Patrons; and, those on the other end helping, DO NOT always 'speak the same ("Technical") language' - and, I DO NOT mean 'literally', if you get my drift].
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I will continue to 'mull it over' - hoping that something 'jogs a memory'.
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I hope this helps.
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Brett
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Thankyou all for your response and l have not been able to see if the two people involved have solved the issue, but time will tell.
Thanks again
Miriam 👀
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Looking at Ancestry's website it appears you can't delete a guest account and that an email address can only be used for one account.
My suggestion therefore is that you create a new email address, log into your guest account and change the email address to the new one. It should then be possible to connect the FamilySearch account to a free Ancestry account. Hope it works!
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Thanks so much Rosemary
We shall check it out :-)
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