If it's a church system, then make sure you've placed them in a standard calling (not a custom one) and you've waited 48 hours.
Otherwise, they're going to have to check with their trainer as to who grants access. If it's not automatic by calling, it's probably not something the ward or stake does, but the office they're working for.
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Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.
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