StickyMember Tools App Login Error - SOLVED

I was unable to login to the Member Tools App on my iPad after one of the updates, even though my Username and Password would let me login to the church website online and view the ward directory. I finally figured out that my password had to be changed to 12 characters (even though it worked online) to be able login to the Member Tools App. Prior to changing my password to 12 characters, I would just get a login error with no explanation as to what the problem was. Hope this helps someone else avoid the frustration I had trying to login to the app.

By chance, in changing the password, did you eliminate a non-alphanumeric character? (Not a letter or a number)

No, my previous password was only letters and numbers, but was less than 12 characters previously.

Thanks for the tip. This was driving me crazy. I had 10 digit alphanumeric password with no special characters. Log in on website no problem. Just in tools it said wrong username or password. Added 6 numbers to it to make a 16 alphanumeric password and now tools is fine. They should really that somewhere

THANK YOU! I didn't know what was happening! One by one over the past couple of months all of the church apps on my iPhone (familysearch, tools, gospel library and FIR) were logging me out and when I tried to log in it said wrong password even though I could log in on my computer. I tried changing my password, but didn't try 12 characters until I found your post and that solved it. I'm surprised this is still a thing since your post is several years old, but I really appreciate it the tip!!!

I have experienced the same problems after upgrading to an iPad Pro 12.9. Got repeated “Wrong username or password” errors. Tried deleting Member Tools app and reinstalling. All data was gone. Same error and no way to sign back in. I changed Church account password to exactly 12 characters comprised of just numbers and letter. But I’m still getting them same error when opening Tools. So, unfortunately, this 12 character password “fix” didn’t work for me.

This process shouldn’t have to be this difficult! I’m reduced to accessing the member directory via the Internet instead of the mobile app. I’m at a dead end.

Same problem for me. Been using member tools for years with no problem. Then all of a sudden it's just blank. Can't get to a login screen. Says user/password not valid but nowhere to input user/pass like on other family members phones. Tried reinstalling everything, updating ios, all data removed, still nothing. The app is still finding data from somewhere and I just need it to act like it's never been on this phone before so I can sign in at the initial screen. Frustrating. Seems to have happened exactly when our stake entered a temple recommend on app pilot.

Exact same issue! So frustrated. Please let me know if you found a solution!

Working now! thanks for the member tools team response. I've been pulling my hair out trying to get mine to work for days. Nothing I tried would do it...until, drum roll, I changed the app (well all apps) to allow background app refresh. Now it works! No idea why but yippee.

I have been struggling to get my tools back as well. Thank you for your post. Turning on background app refresh for all apps did it. Been struggling for weeks.

BACKGROUND APP REFRESH is the answer!

You’re a genius. You should work for the church IT department lol.

Still not working for me….changed password to 12 digits, background refresh on, deleted/reinstalled….powered down phone…..nothing works……can’t login to Member Tools or Gospel Library app…..wrong password error…..but can log in to website

djnelson1 wrote: Wed Mar 08, 2023 10:50 am but can log in to website

What can you access on the website? Ward Directory and Map? The Calendar?

My wife wants to take her old iPad Mini 2 to church instead of her somewhat newer but heavier iPad. Apparently, this old device won't support anything newer than iOS 12.5.7, Gospel Library 5.12.0 and Member Tools 4.3.3 (7535). She can authenticate on Gospel Library but not on Member Tools. She constantly gets "Error Sign-In Failed" on Member Tools. We've confirmed that she's using a good password. Background App refresh is already on.

I'm seeing a lot of "thank you" messages but where is the solution? I hope that changing to a 12 character password is not the fix. That sounds like a government requirement.

autryld wrote: Sun Mar 26, 2023 12:06 pm I'm seeing a lot of "thank you" messages but where is the solution?

Post #1 (12 character password) and Post #9 (enable background refresh).

However due to the age of the app you're running that might be the problem. Security is a constantly moving requirement, and that version may no longer be sufficiently secure to protect other member's personal information. Apple has limits on what can be updated for non-supported systems.

russellhltn wrote: Sun Mar 26, 2023 12:26 pm Post #1 (12 character password) and Post #9 (enable background refresh).

Thanks for the reply. I saw the reference to 12 character passwords on post #1. However, I didn't see a source reference. Anyway, my wife will have her phone with her so she can use that for Member Tools. I'm sure she's not going to want to have a 12 character password for one app on one device.

I’m having this issue too on my iPad. I’ve made sure background refresh is on and my password is 12 characters (was longer before), but still can’t log in. I can log in online and on the iPhone apps, just not Tools or FIR on the iPad.

Any other troubleshooting tips?