Trouble accessing LDS Tools

I have a brother in the ward who is having issues accessing his directory via the app. It simply tells him wrong password or username and tells him to talk with his ward clerk. Any ideas on the matter are appreciated.

You may want to work with him to make sure the Church Account he's trying to use has his MRN connected with it.

Also, make sure the password is strictly numbers and letters. Punctuation may not be handled properly. It may also take some time after changing the password before it's effective everywhere.

Make sure he login at https://account.churchofjesuschrist.org/
That page allows you to match your membership record with your account if it wasn't done when you set it up.