Member can't acess LDS Tools App or Ward Directory Through LDS.org

A member of our ward can't access the LDS tools app or view the ward directory through his LDS.org account. When he tries to login through the LDS tools app it shows an error saying that LDS tools is unavailable.

His membership records are up to date and he has completed the two step verification process necessary for the app.

We have tried deleting and re-downloading the app but when he logins in the error still shows.

It seems to be something specific to his account because when logs into his lds.org account he is also unable to view the ward directory.

This is the error that appears "Not Authorized
Ward Directory and Map is not available. Please consult your ward clerk to update your membership information.

I'd check the MRN on the account and make sure it matches the MRN of the record you have.

The error message suggests he has a MRN on the account, but there's something wrong, such as he's not part of any ward.