I was called by a recent convert who was unable to access her LDS Account. I helped her change the password.
I was able to log into LDS Account and Family Search but not LDS Tools or the LDS Store...
Is there some sort of lag in syncing the passwords across the sites? or is this an anomaly that should be resolved by tech support?
Password Change Problem
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- Community Administrator
- Posts: 34485
- Joined: Sat Jan 20, 2007 2:53 pm
- Location: U.S.
Re: Password Change Problem
I have seen a lag some time ago. I don't remember how long. Longer than I would have expected, but I don't think it was an hour.
But keep in mind, there's a lot of things she's not going to be able to access unless her MRN has been added to her account.
But keep in mind, there's a lot of things she's not going to be able to access unless her MRN has been added to her account.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.
So we can better help you, please edit your Profile to include your general location.
So we can better help you, please edit your Profile to include your general location.
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- Church Employee
- Posts: 60
- Joined: Thu Oct 01, 2015 3:21 pm
- Location: Global Service Center
Re: Password Change Problem
There are a couple of things to check with accounts when this happens.
- First, if the MRN is not associated with the account, then users won't be able to log in to Tools and view ward information (or other sites and see MRN-specific information). If the MRN is associated with the account, then you may need to change browsers and try changing passwords again.
Ensure you are using ldsaccount.lds.org to change the password (or to recover it). If the site lags or seems unresponsive, then try ldsaccount-classic.lds.org.
You may also need to clear browsing data or internet cache/cookies to speed up sites and browsers.
Finally, if all else fails, try using a different device to change the password.
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- Community Administrator
- Posts: 34485
- Joined: Sat Jan 20, 2007 2:53 pm
- Location: U.S.
Re: Password Change Problem
I think the definitive test for login is to log out and try to log back into ldsaccount.lds.org. Everything else could be on a delay.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.
So we can better help you, please edit your Profile to include your general location.
So we can better help you, please edit your Profile to include your general location.
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- Church Employee
- Posts: 60
- Joined: Thu Oct 01, 2015 3:21 pm
- Location: Global Service Center
Re: Password Change Problem
Typically password changes have synchronized through ALL systems within a few seconds (less than 10). Occasionally, servers can get stuck on a process and password replication does become backed up. If one waits, it will usually synchronize. If a person changes their password again, or even several times, the last password specified, will ultimately synchronize to FamilySearch, or to whichever system is being problematic.
In rare cases, the password does not synchronize due to system problems. If a password has been changed, and after a day or so, the new password is still not working on any church website (but works to log into ldsaccount.lds.org), the person can go to ldsaccount.lds.org/contact, and submit a support request to look at their LDS Account.
In rare cases, the password does not synchronize due to system problems. If a password has been changed, and after a day or so, the new password is still not working on any church website (but works to log into ldsaccount.lds.org), the person can go to ldsaccount.lds.org/contact, and submit a support request to look at their LDS Account.