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Trouble recovering account information for a member

Posted: Wed Jan 20, 2016 8:51 am
by abc46
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?

Re: Trouble recovering account information for a member

Posted: Wed Jan 20, 2016 9:03 am
by johnshaw
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.

Re: Trouble recovering account information for a member

Posted: Wed Jan 20, 2016 10:22 am
by russellhltn
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.

Re: Trouble recovering account information for a member

Posted: Wed Jan 20, 2016 11:18 am
by abc46
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.

Re: Trouble recovering account information for a member

Posted: Wed Jan 20, 2016 11:21 am
by russellhltn
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.