Member not able to donate online

To Whom IT May Concern:

I have a member, number [redacted], who recently was serving as a BYU bishop. He since was released and we now have his records back in our ward. He attempted to donate this week, online, and when he did so, he got the following error (see attached). I believe that is in Japanese. Not sure why we get an error at all, let along in Japanese. Please advise.

TKH

TKhanson: you didn't indicate where your ward is. I'm assuming since the person was a BYU bishop that you're somewhere in the Provo/Orem area (as opposed to being in Japan).

1. Was the member able to donate online previously? I'm not sure how things work now, but I remember that records of bishops serving in singles wards stayed in their family ward. Was this member's records moved to the singles ward?

2. I suggest calling the member service center and having them take a look at the situation. They can likely straighten out the mess. (I assume you're in the bishopric or a clerk...if not, one of those people need to call.)