Trouble recovering account information for a member

LDS Account is the primary user account (user name and password) for accessing online Church resources. This forum is a space to discuss all things related to LDS Account (registration, account recovery, user experience, vulnerabilities, etc.).
abc46
New Member
Posts: 10
Joined: Sun Jun 28, 2015 8:25 am

Trouble recovering account information for a member

Postby abc46 » Wed Jan 20, 2016 8:51 am

A member who has recently moved to my ward is trying to access lds.org so she can see the ward calendar. She doesn't recall ever having an LDS account before, and I was helping her to set one up, but we have run into some snags. When trying to create an account, we got the message "Either the MRN and/or Birth Date is not valid or the account already exists." We then looked at account recovery options. When entering the membership record number and birthdate, we get "This recovery option is not available for this account. Please try another option." I tried entering an incorrect record number or birthdate and we get the same error message as we did when trying to open the account. This makes me assume that an account must exist - but if we don't know the username, and the recovery options won't work, what are we to do?

User avatar
johnshaw
Senior Member
Posts: 1838
Joined: Fri Jan 19, 2007 1:55 pm
Location: Syracuse, UT

Re: Trouble recovering account information for a member

Postby johnshaw » Wed Jan 20, 2016 9:03 am

If you've done all of that then you'll need to work with lds account support. It is a little heavy handed to get through, but you need to click on Help, and then work through the questions.... Have a Different Question? --> I did not find an answer to my question --> contact our support team.
“A long habit of not thinking a thing wrong, gives it a superficial appearance of being right, and raises at first a formidable outcry in defense of custom.”
― Thomas Paine, Common Sense

russellhltn
Community Administrator
Posts: 20763
Joined: Sat Jan 20, 2007 2:53 pm
Location: U.S.

Re: Trouble recovering account information for a member

Postby russellhltn » Wed Jan 20, 2016 10:22 am

I think I'd look at how you're entering the MRN and birthdate. Make sure you're using information that matches the membership record. It's possible it's wrong on her membership record.
Have you searched the Wiki?
Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.

abc46
New Member
Posts: 10
Joined: Sun Jun 28, 2015 8:25 am

Re: Trouble recovering account information for a member

Postby abc46 » Wed Jan 20, 2016 11:18 am

Thanks. MRN and birthdate are definitely right. We were able to figure out the username that she would have likely used in the past, and I can tell it's in the system, but it won't allow a password reset online. I've contacted LDS Account support.

russellhltn
Community Administrator
Posts: 20763
Joined: Sat Jan 20, 2007 2:53 pm
Location: U.S.

Re: Trouble recovering account information for a member

Postby russellhltn » Wed Jan 20, 2016 11:21 am

I wonder if there's a lockout after too many attempts? To prevent someone from hacking into someone's account.

I also wonder if there's security according to the member's calling. You wouldn't want someone resetting a bishop's account.
Have you searched the Wiki?

Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.


Return to “LDS Account”

Who is online

Users browsing this forum: No registered users and 1 guest