Recovering password information

[samgelia]

One of our ward members has an email account associated with her log-in that is no longer valid. Her password is not working and she needs to reset her password. How do we go about helping her to do this?

[lajackson]

Have her use the Forgot username? option and recover the account using her membership record number and date of birth. She will be given a chance to set a new LDS Account password during that process.

[dustymar]

I have a member that has this same issue, when she enters the membership number and date of birth it just sends her an email to her invaild email...??

[jdlessley]

I have a member that has this same issue, when she enters the membership number and date of birth it just sends her an email to her invaild email...??

The member should have received a message similar to the one below that also sends a text message to the registered telephone number:

Please Check Your Mobile Phone or Email ...
For security, your username has been sent in a text message to ******XXX and in an email to aa******aa@[service provider].
Contact Support if you are unable to access either message.

If you don't see the text message, try username recovery again.

If you don't see the email message in your inbox, check junk or spam folder.

(I replaced the message I received with placeholder characters and my email service provider with "[service provider]".)

Note the link Contact Support is "https://ldsaccount.lds.org/contactSupport"

The ward clerk can update the member email address either in the Directory or in the membership record if there was an old or invalid email address registered for the account. This change will update the email address in the LDS Account. He can also update the telephone number in the Directory or the membership record, but I am uncertain the updated telephone number in the Directory or membership record changes the number in LDS Account.