member having great trouble logging into lds.org

After our ward split, this member cannot log in to lds.org or new.familysearch.org. She has tried many different solutions, the latest being to re-verify her email. She says it worked fine and she initially got signed in but then tried to sign into our ward/stake. She pressed the "forgot my username" & the page stay frozen. She tries reloading it several times & it just stays frozen. Before this attempt, the error she was getting is "this unit has not been activated. Please try again later."

Now she thinks maybe it is because she is using Internet Explorer 8 - do you think that is the problem?

She is asking for a Support Ph#...does anyone know what that ph # is?

866-406-1830 the last part is the organization date of the church is the main support number for the church

briankorale wrote:After our ward split, this member cannot log in to lds.org or new.familysearch.org.
. . . the error she was getting is "this unit has not been activated. Please try again later."

If the ward division was recently accomplished, I would think the problem might be related to the week or two it takes for all of those changes to get settled on the systems in Salt Lake.

After that, I would make sure all the caches are clear on the browser, and then test a different browser or computer, if IE8 still seems to cause trouble.

briankorale wrote:After our ward split, this member cannot log in to lds.org or new.familysearch.org. She has tried many different solutions, the latest being to re-verify her email. She says it worked fine and she initially got signed in but then tried to sign into our ward/stake. She pressed the "forgot my username" & the page stay frozen. She tries reloading it several times & it just stays frozen.

Can she log into ldsaccount?

briankorale wrote: Before this attempt, the error she was getting is "this unit has not been activated. Please try again later."

That sounds like an error message from the classic stake and ward web sites.

KenRichins wrote:866-406-1830 the last part is the organization date of the church is the main support number for the church

That's the support number for FamilySearch, not for the whole Church. But since the issue at hand involves logging in to new.familysearch.org, the support team at that number could indeed help with this issue.