StickyUnable to sign in after password reset

Message from GSC:

We often get cases where a person will pose a question such as “I just changed my password, but I still cannot login with the new password”, and they insist they know they are typing the correct password.

I’m sure you see this type of question or response throughout the forums.

The short answer is; there is an Intruder Lockout on their account.

• An Intruder lockout will automatically clear after 30 minutes of inactivity.
• The only indication you know your account might be locked with an Intruder Lockout, is when you know you are typing the correct password and get the message that says “Either the username or password is not recognized”.
• The most common cause of an Intruder Lockout is when someone changes their LDS Account password, and does not save their new password in their Gospel Library app.

The solution is to open the Gospel Library app, and go into the Settings page, then tap on their username and choose ‘Sign Out’. Next, tap ‘Sign In’, type the username and the correct password, and tap Sign In.

A background process attempts to connect to church servers every couple of minutes to backup or synchronize Notes and Annotations. It uses the username and password that was entered, when the app was first installed on their device. If their password changes, the app is now sending the old password (a wrong password), and after 15-20 minutes, will result in an Intruder Lockout. The background process to backup Notes and Annotations is only running while the app is open (on screen).

Unfortunately, there is no indication from the app that the sync failed. You will only see “Sync Failed” in Settings.

I have tried and tried after resetting my password and I can't get in. I am a coordinator at the Jordan River Temple and I really need to get into TempleWorkers. Please help me.

gayep wrote:Please help me.

Did you read and follow the instructions from the first post? You may have to wait a half hour after updating your Gospel Library app.

Does this mean that if I change my LDS Account password, I also have to change the password in Gospel Library, or GL will eventually lock me out of my LDS Account?

lajackson wrote:Does this mean that if I change my LDS Account password, I also have to change the password in Gospel Library, or GL will eventually lock me out of my LDS Account?

That's what it sounds like to me. The information came from someone in the LDS Account team.

lajackson wrote:Does this mean that if I change my LDS Account password, I also have to change the password in Gospel Library, or GL will eventually lock me out of my LDS Account?

Yes, Gospel Library uses your LDS Account username and password to connect to the server for syncing annotations, getting role-based content, etc. If your password changes, Gospel Library will attempt to connect to the server using your old username and password, until you change it.

Something bogus is going on. My husband got an email to change his password. He is an Ordinance Worker in the St. George Temple. You have a weird glitch in your system saying ordinance workers are "employees" of the church, thus getting a warning to change our passwords. He unfortunately did as instructed and can no longer sign in. So that means no more family search, no more donations on line, no more LDS tools. We need a number to have a human being help to reset the passwords. You need to fix the "employee" bug associated with temple workers.

karrenhallwillard wrote:You have a weird glitch in your system saying ordinance workers are "employees" of the church, thus getting a warning to change our passwords.

The "employee" setting is not a glitch. The message could be more specific, but the functionality is working as designed.

There a set of flags associated with LDS Accounts that indicates whether that account belongs to a person who is subject to additional requirements (regular password changes is the most noticeable). That flag is set to true for his account along with a status value that indicates he is a volunteer.

For some reason, the determination has been made that temple workers should have that flag set because of the systems and information they have access to. I don't work on those systems and wasn't involved with the decision, so I don't know why.

There are other non-employee positions with the same requirements. Stake seminary teacher is one that commonly comes up.

scgallafent wrote:For some reason, the determination has been made that temple workers should have that flag set because of the systems and information they have access to. I don't work on those systems and wasn't involved with the decision, so I don't know why.

I can understand temple office workers and presidencies, but not ordinance workers and volunteers. Very strange.

drepouille wrote:I can understand temple office workers and presidencies, but not ordinance workers and volunteers. Very strange.

My guess is that it's related to worker scheduling or something similar and not as much to actual ordinance data.

karrenhallwillard wrote:We need a number to have a human being help to reset the passwords.

From what I understand, he needs to update Gospel library and wait an hour. GL keeps trying to get in with the old password and locking him out. A human support person can't fix that. It's something your husband has to do (since it's his phone).

I don't know how much control the developers have over the lockout policy, but if it could be changed so that the old password won't trigger a lockout, that would be a big help.

I recently changed my password because I could not access LDS Tools on my Kindle. Now, when I attempt to enter on it goes to authenticating to preparing to sync and takes me back to password. I can access the LDS system on my computer and the only issue I have is with LDS Tools. Thoughts?

JimAnderson wrote:I recently changed my password because I could not access LDS Tools on my Kindle.

LDS Tools no longer works with Kindle. We haven't yet heard the reason why or if the situation is temporary.

I am not on a Kindle, but sent feedback through my android device and asked if my Android version was no longer supported. I received this today, which included Kindle information:

"Hello,
That is correct; version 5 is the lowest version we now support. Also note that we no longer support the Kindle platform.
LDS Tools Support Team"

So we still don't know the reason for Kindle, but it sounds to me like it is not a temporary situation.

If the account is locked, why not have the denial dialog reflect that instead of just telling me it doesn't recognize my sign-in credentials. It's very frustrating to have the system just continue to pretend I am entering my credentials wrong. It actually makes it look like the authentication routine is not functioning properly. Without useful feedback the system just looks broken.

krugerb wrote:If the account is locked, why not have the denial dialog reflect that instead of just telling me it doesn't recognize my sign-in credentials. It's very frustrating to have the system just continue to pretend I am entering my credentials wrong. It actually makes it look like the authentication routine is not functioning properly. Without useful feedback the system just looks broken.

The forum is user to user support. We can discuss your issue but can do nothing about it. Your best chance of getting your suggestion to those who can make a change is by using the feedback link on the LDS.org home page, or most any other LDS.org page. The LDS Account pages do not have a feedback link but feedback submitted using the feedback link on any LDS.org page that has a feedback link will make it's way to the responsible individual or department. Do not expect a reply as they receive a large volume of feedback daily and do not have the resources to reply to each message.

krugerb wrote:If the account is locked, why not have the denial dialog reflect that instead of just telling me it doesn't recognize my sign-in credentials.

Actually, that's a fairly common security measure. If it says that the account is locked then it is confirming that such an account exists which gives reason to continue attaching it. It also helps an attacker to know whether a password is wrong vs if the timeout is in effect.

It isn't user friendly but it is more secure. Unfortunately security often requires making things harder for users.

I am truly confused. I have used my user name and password for two years. I tried signing in with these the past two days and they were not accepted. So, I tried changing my password. Then, the sign-in said NO user name when lds.org said I had a user name, which I had used. I am completely locked out of my lds account following all of your procedures to the letter. PLEASE, WHAT DO I DO NOW?????????

This inability to sign happens about every 3 months. I'm not on a Mission or a family history consultant both of which I have been. The sign in part simply refuses to accept my password. I'm really getting tired of it. I type in the password extremely carefully but the "sinc now" just refuses password acceptance. Why? How do I prevent this from continuing?

i tried the advice of going to library app and signing out and then in again as suggested solution to this problem with no luck. i have been unable to access this sight for 4 months. and thus cannot work on family history. this is very frustrating.

I am able to login to my account on my main computer, but I can't login on my iPad with the same username and password? What do I need to do to fix this problem.

Does your password contain something other than just numbers and letters?

What app are you using on your iPad when logging in? Are you logging into LDS.org in Safari? Or are you trying to log into a Church mobile app, like Gospel Library or LDS Tools?

I am having a similar problem, except it is limited to signing in to Gospel Library on a Kindle. I can log in anywhere else (including to other sites like FamilySearch on the Kindle). Anyone have any idea how to find someone to contact about this?

KRLee wrote:I am having a similar problem, except it is limited to signing in to Gospel Library on a Kindle. I can log in anywhere else (including to other sites like FamilySearch on the Kindle). Anyone have any idea how to find someone to contact about this?

Does your password have anything other than letters and numbers? Some systems may not encode punctuation or symbols correctly.

Yes it does, but it also had before I changed so I don't think that is the issue

KRLee wrote:Yes it does, but it also had before I changed so I don't think that is the issue

Is it the same punctuation/symbol and in the same position (at the end or the middle)?

Only some characters have to be "escaped" to work. If you changed from one that didn't require "escaping" to one that does, that's likely the problem.

Buenas noches, la página me indica que mi. Usuario o contraseña están mal y no puedo entrar. Ya verifiqué y restablecí la contraseña, pero au' así no me deja entrar

We are working on trying to get my son back into his account. He has been locked out. We try off and on every couple of months with no luck. After reading the administrators post, we went into his phone to his gospel library app to see if that was the cause and he needed to log out of that app. However, he cannot log out because he is not logged in. He is completely locked out of LDS tools, lds.org and gospel library. We have the correct user name and password, and it keeps telling us that the user name and password are not recognized. If we try and go in with a membership number, it says that his account is unable to be retrieved through that method. Would love to know what to do next. he has an iPhone and a PC. Does anyone have any suggestions?

clydewalterf wrote:If we try and go in with a membership number, it says that his account is unable to be retrieved through that method.

He will need to speak with his ward clerk, who will help him contact the Global Service Center. They are the only ones who are able to correct this problem.

i am still getting access denied

Unable to sign up after password reset do

When I sign into LDS.org, it tells me that I am a nonmember. When I add my member ID number, it then has this message: Either the MRN and/or Birth Date is not valid or the account already exists. How do I get it to let me change my member status. Both the MRN and the birth date are correct. I have checked the MRN with the ward clerk and my temple recommend.
Janeen

celticwelsh wrote:When I sign into LDS.org, it tells me that I am a nonmember. When I add my member ID number, it then has this message: Either the MRN and/or Birth Date is not valid or the account already exists. How do I get it to let me change my member status. Both the MRN and the birth date are correct. I have checked the MRN with the ward clerk and my temple recommend.
Janeen

You have another account that is associated with your membership record. Start with the instructions here: https://tech.churchofjesuschrist.org/forum/viewtopic.php?f=92&t=30383#p187433. If that doesn't work, you will need to ask your ward clerk to contact the Global Service Center for assistance.

hello I have a problem regarding account recovery and password.
In my case I can not retrieve the username and password of a herano who is a neighborhood secretary, he does not remember any of the two and when he tries to recover the account with the phone number or email he says that it is not possible to recover the account by that means, please if you can help with that subject to know what to do and be able to help you recover the lds account.
Thank you.

It sounds like the advice in the post immediately before yours would probably be applicable for this case as well. Earlier today, the servers were having problems. This is just a guess, but perhaps trying too many times to reset the password might have caused the account to be locked. If I understand correctly, letting the account sit overnight with _no_ reset attempts might allow the lock to expire. Please try the steps in this post: viewtopic.php?f=92&t=30383#p187433 If that does not work, have your ward clerk contact the Global Service Center.

not accepting my e-mail address

I have been trying to change password. When I try to verify my account and use my land line telephone number which is [---phone number removed by moderator---] because I don't have a mobile phone it is not a mobile number

I cant understand why it has to be so complicated ! I have no trouble messaging my Bank nor my Doctor and getting into any ofmy accounts.!

I’m unable to get into my church account, have tried many times, I have some work todo. Please help me to get in, I wonder if I am doing it right, maybe I need to wait and try again? This is the first time with the problem! Thank you!!
[Full name removed - this is a public forum]

I work at DI and was told I needed to change my password on my account. I was allowed to keep my user name on my tools app but I did have to change the password. Now I can’t get any of my ward information . All I can get is my own info. How do I fix this?

FrGut wrote:Now I can’t get any of my ward information . All I can get is my own info. How do I fix this?

If you're able to log into Tools, then your account isn't the issue. I'm guessing that you were released from a leadership calling and now you're finding out what the general membership sees. You can see contact info for others, but not the details like you could before.

As a counselor in the bishopric I am trying to help a member login to their account to take care of some personal business. They had a friend, who is no longer available, help them set up their original login and password. Is there any way the church can just set back the account so we can start over?

jebarlow wrote:As a counselor in the bishopric I am trying to help a member login to their account to take care of some personal business. They had a friend, who is no longer available, help them set up their original login and password. Is there any way the church can just set back the account so we can start over?

You'll need to contact support.

Wrong email address was entered, and I forgot my password

dbl010 wrote:Wrong email address was entered, and I forgot my password

See the post just before yours. Except you will have to work through your ward clerk to contact support.

dbl010 wrote:Wrong email address was entered, and I forgot my password

You can ask your ward clerk to change your email address on your membership record. That change will automatically be synchronized to your Church account. Once it's been synchronized you should be able to recover your password using the 'Forgot Your Password?' link. I'm not sure how long it take for the email to synchronize. I'd probably wait at least 24 hours to be sure. I recently did this with a member of my ward and it did work.

Changed my password, got to the point where it says enter member number and date of birth. I put it in and it replies someone else has that information and refuses to go in. That other person is me. What do I do now?

Srah46 wrote:Changed my password, got to the point where it says enter member number and date of birth. I put it in and it replies someone else has that information and refuses to go in. That other person is me. What do I do now?

You shouldn't encounter that after changing a password. I'd expect that to happen if you clicked on the "forgot username" link.

So after two weeks of sending in help desk tickets nearly every other day, my wife's account is still lock out. We have followed all the directions including logging out of GL, waiting 15 minutes, allowing the servers to sync, etc, etc, blah blah blah, intruder lockout protocol, but now she is locked out of every church app. Can someone contact me, I am afraid she is no longer worthy to access her LDS account information. Why else would no one contact her regarding why she continues to get the User name or Password not recognized error message? I am concerned for her eternal salvation as has stopped reading her scriptures as she knows her markings and annotations will be lost once she can login in. It hurts me to see her lost in spiritual app darkness.

bmaxmason wrote:So after two weeks of sending in help desk tickets nearly every other day, my wife's account is still lock out. ... Can someone contact me, ...

Please be aware that this is a user-to-user mutual-support forum. This is not an official help request channel. It's very unlikely anyone who can provide direct help will see these posts.

Where have you been filing help desk tickets? It sounds like something's not going right with the tickets.

At the top of this forum (the "Church Account" forum) is a "PLEASE READ FIRST" thread with pointers to the official help request channel: viewtopic.php?f=92&t=30383

Another option is to contact your ward clerk and have him arrange contact with the Global Service Center. They should be able to solve anything that can be solved.

bmaxmason wrote:I am afraid she is no longer worthy to access her LDS account information. Why else would no one contact her regarding why she continues to get the User name or Password not recognized error message?

Deactivating an account would be an extreme step. I highly doubt the church would do that without any kind of warning. And it wouldn't be a "worthiness" issues, but only in cases of where the individual abused the system.

Follow the links given above.

Yay - thank you for posting this solution. It worked.

This is my problem exactly. It’s been going on for over a week? Am I locked out? If so, do I use the password I just changed to? How many attempts do I get before being locked out? Can someone call me?

ghshaw wrote:This is my problem exactly. It’s been going on for over a week? Am I locked out? If so, do I use the password I just changed to? How many attempts do I get before being locked out? Can someone call me?

Regarding the last question/request, please be aware that this is a user-to-user mutual-support discussion forum. This is not an official help request channel. If you want to make an official help request, you'll need to do so by either 1) using the 'Feedback' button or link or 2) contacting your ward clerk.

ghshaw wrote:If so, do I use the password I just changed to?

Yes.

ghshaw wrote:How many attempts do I get before being locked out?

I don't know, but according to the message I received, it clears after a half hour - assuming none of your apps keep trying to login with the old password.

I followed the solution listed in the paragraph that starts with "The solution is to open the Gospel Library app," The GL app was open on my Amazon Fire/Kindle device.

Unable to sign in after after password reset

luenca wrote:Unable to sign in after after password reset

The first post in this topic has the answer to what is apparently the most frequent issue in this type of case: viewtopic.php?f=92&t=31904#p184994

To paraphrase, the old password is stored in the Gospel Library app. Gospel Library tries to sign in with the old password. After some number of such failed attempts, the account is locked out. The solution is to update the stored password in Gospel Library, and wait a half hour or more for the lock-out to expire.

I cannot sign into my account.
[removed]
[removed]
Member #[removed]
I have tried to delete account [removed] but I do not know how.
I am elderly and not computer savvy help me please.
Email [removed]

[Moderator edit: Removed some personal information.]

laurie1984 wrote:I cannot sign into my account.
...

Your ward/branch clerk is the local person who is best situated to help with this. Depending on the details of your situation with the two accounts, the best option may be to merge the accounts. The Global Service Center can do that, and your ward clerk can arrange contact with them to do whatever he cannot take care of locally.

If you ward clerk needs help taking care of it, please refer him to the "PLEASE READ FIRST" announcement post at the top of the Church Account forum: viewtopic.php?f=92&t=30383

Regarding posting personal information, please keep in mind that this forum is publicly visible. Posting personal information here can create risks if someone with non-helpful intent were to misuse the information.

My son has been trying to log into his account for a few days, he had to reset his password but since it always says it is not verified despite phone and email confirmations.. He is needing to get his mission paperwork completed.. HELP please.

mjensen1313 wrote:My son has been trying to log into his account for a few days, he had to reset his password but since it always says it is not verified despite phone and email confirmations.. He is needing to get his mission paperwork completed.. HELP please.

Because this is a user-to-user discussion forum, someone _might_ visit this topic who could help. However, there is no guarantee. Please contact your ward clerk, who can arrange to contact the Global Service Center if necessary. Or, please use the 'Feedback' button/link to summon official help.

Another thing that _might_ help was mentioned in another topic. Some apps store the user's Church Account credentials (including the password) and try to sign in automatically. If the user changes a password but does not update the password stored inside the app, the app will generate failed login attempts, which will lock the account.

My recent convert has forgotten his lds account username and password. How can he retrieve it? Is it possible to create a new one with the same lds record number?

Dokosibalis wrote:My recent convert has forgotten his lds account username and password. How can he retrieve it? Is it possible to create a new one with the same lds record number?

Only one account can have the membership record number (MRN) registered with it. When a username or password is forgotten then go to Church Account and click the Forgot your username? link just below the Username text entry box. Then select either the Mobile Phone or Email method of recovery. Once the user name has been recovered then proceed on to recover the password.

I know someone who forgot their username and password but remembers the email for the account. In the account recovery option, you enter either a number or an email. We entered the email and clicked “next” then nothing happened. We checked the email and the spam for that email and still nothing. I tried this same thing on my personal account, even though I know my username and password. I never received an email or a text telling me my username or password.

I had similar problems with gospel library and gospel tools... kept changing the password and user name... recently went back to original user name and password and was able to get everything working again. Try that. God bless

Thatchers wrote:I had similar problems with gospel library and gospel tools... kept changing the password and user name... recently went back to original user name and password and was able to get everything working again. Try that. God bless

Elsewhere, perhaps in this thread, it was mentioned that one of the Church's mobile apps stores the password internally for use when it authenticates periodically in the background. If you change your password and don't update the app's stored version, the app keeps trying to log in with the old password, which results in an account lockout. I don't know exactly which app(s), but when you change a password, you need to update the app as well.

rmrichesjr wrote:... one of the Church's mobile apps stores the password internally for use when it authenticates periodically in the background. If you change your password and don't update the app's stored version, the app keeps trying to log in with the old password, which results in an account lockout.

Gospel Library is the app that needs to be signed out of and back into again when a password is changed.

Thatchers wrote:recently went back to original user name and password and was able to get everything working again. Try that. God bless

The fact it worked when you went back to the original password makes me think that Gospel Library was never updated with the new login and was causing problems. Please read the very first post in this thread for details.

Account now asking for a a two step verification. I never set up two step verifications for this very reason. They never work. I never set up two step verification on my church account. The Authenticator app for Android is a joke. Does anyone ever read the reviews? It doesn't work and never has worked.

russellhltn wrote:

Thatchers wrote:recently went back to original user name and password and was able to get everything working again. Try that. God bless

The fact it worked when you went back to the original password makes me think that Gospel Library was never updated with the new login and was causing problems. Please read the very first post in this thread for details.

With Gospel Library 5.7.0 (Android and iOS), Gospel Library is now using token-based OAuth for authentication, which means that the need to sign out and back in again when you change your Church Account password is going away. A user who has an incorrect password stored in Gospel Library when they upgrade to 5.7.0 might still have problems, but users who are signed in correctly on 5.7.0 are good to go for the next time they change their password.

I received a message to change my password but it will not accept my new password, it says "invalid" to any password that I submit. What should I do

williamnreed wrote:I received a message to change my password but it will not accept my new password, it says "invalid" to any password that I submit. What should I do

It's possible your new password doesn't meet guidelines. I'm not seeing what the guidelines are. What guidelines are you following?

I am unable to login to my parents church account. I set it up with their membership # several months ago so that I could pay their tithing to their local ward. For several months it has worked fine. I live in another state and my parents live in a memory care. I am having the same experience others on this forum string are experiencing. I follow the link provided in the email to change the PW, and then try to login after and I it says Invalid PW. Yes, I waited for over 30 minutes before trying. Yes I cleared the cashe from my browser, and yes I am ensuring that I am typing EXACTLY the same PW I just changed it too. I have been fighting this for 2 days. Please help.

barwillhansen wrote:I have been fighting this for 2 days. Please help.

This may be a different problem from the thread. In the past few days the church has changed their login system. There's some discussion in this thread and this thread. Personally, I'm not convinced that simply clearing the cache will clear the cookies. I had to clear the cookies myself it get back in. The method I used can can be found in the second link.

Also, be aware that when you change the password, you have to update any Gospel Library apps. (Perhaps Gospel Living as well?) Otherwise, they will continue to try and access the account with the old password and lock the account.

Since my parents are elderly and with dementia there is not a Gospel Library App associated with their membership #.

Dear russellhtnl, I have tried everything I can think to get into the account. I have read this thread (all 8 pages) closely and done anything that may pertain to my situation, and I am still unable to gain access to my parents account. Also, since they live in a different state, and I cannot get access to their ward list, I am unable to find their ward clerk. I am desperately seeking assistance.

barwillhansen wrote:I am unable to find their ward clerk.

If you enter your parent's address in the meetinghouse locator (https://www.churchofjesuschrist.org/map ... 2&lang=eng), you can get the bishop's name and phone number. He can get you contact information for the clerk.

Your own clerk can get you the contact information. However, GSD is going to have to talk to your parents to authenticate the request. Last I heard, they don't work with "helpers".

whats next step

dicksonkoke wrote:whats next step

Could you be more specific? What is your issue and what steps have you taken?

No se como canbiar mi fecha de nacimiento q esta mal

DaniloArias wrote: No se como canbiar mi fecha de nacimiento q esta mal

Google Translation: "I don't know how to change my date of birth, which is wrong"

Check with your clerk. He can check and make sure you're using the correct Membership Record Number. If the birth date is wrong on your record, he can update it.

Consulte con su secretario. Él puede verificar y asegurarse de que esté utilizando el número de registro de membresía correcto. Si la fecha de nacimiento es incorrecta en su registro, puede actualizarla.

je ne recois pas un code de validation pour active mon compte , telephone +2438[rest of phone number removed]

Unable to sign in after password reset

colleenirish68 wrote:Unable to sign in after password reset

At one time, it was reported that one of the Church apps kept a stored copy of the (old) password and would keep trying it periodically, which would keep the account locked out. I don't know whether that might still be a problem.

Otherwise, please go to the 'Church Account' subforum (where this thread resides) and try the suggestions in the 'Please Read First' announcement thread at the top of the subforum. Here's a link:

viewtopic.php?f=92&t=30383

If nothing else works, please contact your ward or branch clerk. If he can't solve it, he can connect you with the GSD, and they can fix anything that can be fixed.

I can’t sign in to my account so I can’t get my donation amount

Flem6 wrote:I can’t sign in to my account so I can’t get my donation amount

Did you try the suggestions in the 'Please read first' announcement thread/topic at the top of the Church Account forum? Here's a link: viewtopic.php?f=92&t=30383

Flem6 wrote:I can’t sign in to my account so I can’t get my donation amount

Have you tried the recommendations in the post just before yours?

I cannot sign in after resetting my password. I click on sign in and enter my new password then It takes me to the page that has my personal information but I cannot get passed this page. Is my account locked.

triciareppy wrote: Sun Dec 12, 2021 6:52 am Can’t sign in just redid my password

Wait a bit and try again. Sometimes it can take time for the updated password to make the rounds.

I can not get into my donation account

I changed my password yesterday and can log-in fine on the website and in the Library. Member Tools mobile app however does not recognize the new information. It is only Member Tools mobile app.

Not sure whether it's connected, but the donation site was down this morning but appears to be back up now. We'll have to see whether it stays up.

Unable to sign in after the password reset

I'm a technology specialist. I had an older member tell me they were having issues signing into tools. They are in gospel library with the same username and password. Can someone help me help this sister?

robsteedley wrote: Sun May 01, 2022 10:47 am I'm a technology specialist. I had an older member tell me they were having issues signing into tools. They are in gospel library with the same username and password. Can someone help me help this sister?

Tools requires that the account have an MRN attached to it. It shows the account holder is a member and what ward they belong to.

Gospel Library doesn't care. It's open to non-members.

Can’t get into lds store for purchasing garments. ??

tstanley72 wrote: Thu Feb 15, 2024 8:58 pm Can’t get into lds store for purchasing garments. ??

Make sure that your membership number is attached to your account https://account.churchofjesuschrist.org

Ensure that you are entering the new password correctly, paying attention to capitalization, special characters, and any other requirements specified during the password reset process.

In an effort to help our members with family history, we've helped around 50 members recover their church account password. For some of those members, when they've tried to go back into their account, they get a "Unable to Sign In" message on the log-in screen after they tried to log-in. In case you're wondering, yes, their user names and passwords are correct. Many of those members don't have the Gospel Library app so the solution included on the first post on this thread wouldn't work. In a few cases, we've reset the member's password a few times and this issue keeps occurring. Is there a way to fix this?

Did you try private or incognito mode and/or clearing browser cache and deleting cookies to rule out the cookie build-up problem?

rmrichesjr wrote: Thu Jun 19, 2025 10:08 pm Did you try private or incognito mode and/or clearing browser cache and deleting cookies to rule out the cookie build-up problem?

We did try those things. We also tried Safari, Chrome and Edge, but we still got the same unable to login message.

Hilohi wrote: Thu Jun 19, 2025 10:02 pm In an effort to help our members with family history, we've helped around 50 members recover their church account password.

If they're logging into FamilySearch using their church account, did the first click on the church icon with the "Continue with Church Account" on the login page?

If not, then they were trying to log in with a FamilySearch account, which is separate from the Church Account. (It used to be the same, but separated several years ago.)

russellhltn wrote: Fri Jun 20, 2025 12:37 am

Hilohi wrote: Thu Jun 19, 2025 10:02 pm In an effort to help our members with family history, we've helped around 50 members recover their church account password.

If they're logging into FamilySearch using their church account, did the first click on the church icon with the "Continue with Church Account" on the login page?

If not, then they were trying to log in with a FamilySearch account, which is separate from the Church Account. (It used to be the same, but separated several years ago.)

Yes, they use the Continue with Church Account option.

Hilohi wrote: Thu Jun 19, 2025 10:02 pm In an effort to help our members with family history, we've helped around 50 members recover their church account password. For some of those members, when they've tried to go back into their account, they get a "Unable to Sign In" message on the log-in screen after they tried to log-in. In case you're wondering, yes, their user names and passwords are correct. Many of those members don't have the Gospel Library app so the solution included on the first post on this thread wouldn't work. In a few cases, we've reset the member's password a few times and this issue keeps occurring. Is there a way to fix this?

I see the following behavior: If I am already logged onto my Church account in my laptop browser session, when I then navigate to the main FamilySearch webpage and sign in and select "Continue with Church Account", I am automatically transferred to the correct home page inside FamilySearch. It does not take me to any additional login page first.

Perhaps this is not universal behavior, but it's always repeatable for me. Have your members tried that approach where they try to access FamilySearch after having first logged onto their Church account via the main Church webpage? If so, what happens differently than what I see? Is this where they get the "Unable to Sign In" message, even though they can open another tab in the browser session and successfully access their Church account at churchofjesuschrist.org?

BrianEdwards wrote: Fri Jun 20, 2025 6:12 am

Hilohi wrote: Thu Jun 19, 2025 10:02 pm In an effort to help our members with family history, we've helped around 50 members recover their church account password. For some of those members, when they've tried to go back into their account, they get a "Unable to Sign In" message on the log-in screen after they tried to log-in. In case you're wondering, yes, their user names and passwords are correct. Many of those members don't have the Gospel Library app so the solution included on the first post on this thread wouldn't work. In a few cases, we've reset the member's password a few times and this issue keeps occurring. Is there a way to fix this?

I see the following behavior: If I am already logged onto my Church account in my laptop browser session, when I then navigate to the main FamilySearch webpage and sign in and select "Continue with Church Account", I am automatically transferred to the correct home page inside FamilySearch. It does not take me to any additional login page first.

Perhaps this is not universal behavior, but it's always repeatable for me. Have your members tried that approach where they try to access FamilySearch after having first logged onto their Church account via the main Church webpage? If so, what happens differently than what I see? Is this where they get the "Unable to Sign In" message, even though they can open another tab in the browser session and successfully access their Church account at churchofjesuschrist.org?

I've also noticed this, but in our case, it's unrelated to our aforementioned log-in issue.