Work with the clerk to check their visibility settings in the directory.
If you are the clerk and can't see them, then I suspect there's something mixed up with their records and they're not really in the ward.
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.