Unable to Recover Password by Membership Number

[Hilohi]

I tried to help two members from our ward access their church accounts today, but after they input their password, they got a "! Unable to sign in" message. That's strange because their user ID and password are valid. When I tried to help them reset their password using their membership number, I got the following message: "An account matching the information you entered was not found. Please double-check to ensure your data was entered correctly." This is an invalid message, because, again, their user ID and password are valid and their accounts are church accounts (so their membership number is linked to their accounts).

I know we can recover a password by email or phone number, but I was just wondering if anyone else has experienced this.

[TDWIELD]

I am getting the issue of the message: "An account matching the information you entered was not found. Please double-check to ensure your data was entered correctly." but it’s related to their phone number, but i am watching them type their phone number in while i look at it on their membership record so i know it does match. Its rather frustrating but guess its an email of phone-call to fix it.

[russellhltn]

I am getting the issue of the message: "An account matching the information you entered was not found. Please double-check to ensure your data was entered correctly." but it’s related to their phone number, but i am watching them type their phone number in while i look at it on their membership record so i know it does match.

The phone number entered has to match the "Account Mobile Phone" number - which isn't the same as the one that you can see on the membership record.

[TDWIELD]

Aah, ok- that’s good to know.. so it’s likely an old phone number when their account was created. Thank you! I’ll feed that back to the member and see if they can recall.

[erikte3]

I have a member who is trying to recover their account using phone or email though neither are working and so tried to used the MRN option. When using the MRN, the next screen says "Please select one of the options below to continue." but the only items on screen are a greyed out "Next" and the "Back" buttons. Has there been any luck working through via the MRN?

[russellhltn]

If the member has access beyond what a normal member has (such as LCR), they may not be able to use MRN for recovery.

They'll need to contact GSD to recover the account. They will only work with the member, not a clerk.