There's a very good chance that you have the wrong Membership Record Number associated with your account.
Check with the clerk on what it should be. If it's wrong, you'll probably have to get the contact information for Global Service Desk to have them change it.
Have you searched the
Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.
So we can better help you, please edit your
Profile to include your general location.