Unable to login to lds account

[mgerber]

I was recently contacted by some members of the ward who are trying to log on to their account but get the attached message. I am not sure how to proceed with helping them.

[russellhltn]

The attachment was removed as it contains a MRN and Birth Date. The message was "Either the MRN and/or Birth Date is not valid or the account already exists."

It sounds like they're trying to create an account rather than logging into an existing one.

[nplawyer]

I am a clerk in my ward and am trying to help a sister who is having the same issue. She does not recall creating a new account. We have attempted to recover her account, but keep getting the same error message. She said she has called support and was told they didn't know what to tell her. Is there a way to delete her LDS Account and start over?

[lajackson]

Only the Global Service Department is able to do that. As clerk, if you are not able to resolve the issue, I would suggest you get on the phone with her and speak to the GSD while they sort out the situation.

[rjmayj]

Not sure where else to ask so I am posting here - my daughter cannot log in to her church accounts. When she uses the 'forgot password' option, it says it sends to her email address (of which she only has one) but it never arrives. Not in junk or spam or anywhere. When she tried to create a new account, it wouldn't let her because one already exists with her member number. How do we get her back in to her account? Thanks.

[jdlessley]

Is your daughter under age 18, unmarried, listed as your child on her Church record, included in your Household on their Church record? If so, you should be able to manage her account from your Church Account. When you have minor children meeting those criteria there will be a section in your Church Account to manage her information, reset password, change username, et cetera.

[cstaber]

For the two clerks that posted in this thread - We just released a new way to recover your account. Have the member who owns the account navigate to https://account.churchofjesuschrist.org/recovery and select the third option: "Church Membership Information". It will then prompt them for their MRN and Birthdate. After entering that, it'll look up their account and display an obfuscated phone number and/or email address that is listed on their account. It will also let you know if either of those need to be verified first and will give you that option as well. They should then be able to select one of those and continue Account Recovery.

Note: This option will not work for those in leadership positions with access to sensitive information or church employees.

[jtbioguy]

I have a member that tried to recover their information using "Church Membership information". They entered their MRN and birthdate. It displayed a phone number that is no longer active. When I as clerk view their membership information, it has a different phone number attached to their record. Since the member no longer has the phone number that was used when they set up the account, but a new phone number, is this option not able to be used to access their account? Do I need to get them in touch with the Global Services Department?
Thank you.

[jdlessley]

Since the member no longer has the phone number that was used when they set up the account, but a new phone number, is this option not able to be used to access their account?

Full disclosure - I have not tried to help someone recover their account using the MRN method since they restored that method recently.
I am guessing that there should be two methods the account can be verified for recovery. One should be by the telephone number on record and the other should be by the email address on record. If the email address verification option is not presented and the telephone number is no longer valid then you should give them the telephone number to the GSD.