Issue with sign in to Member Tools

I am an Administrative Assistant in CES and am VERY familiar with Church accounts.
The apps Member Tools and Get Involved are not allowing me to sign in with my username and password. I am using an iPadPro IOS 15.5.1.
Username is kathrynwalker2.
Since I was unable to sync, I logged out and tried to log back in. [Member Tools]
Unsuccessful.
Re downloaded the app and tried to login again.
Unsuccessful.
Tried the need help to log in. Logged in successfully to website. (Same username and password)
Still unable to login to app.


I am able to login to every other system that I have tried. I considered logging out of my Gospel Library to test if it effects other apps, but I was not willing to risk it.

Is this a known issue?

Does your password contain anything other than letters and numbers? Other things might not get encoded properly.

kathrynwalker2 wrote: Sat May 14, 2022 6:34 pm The apps Member Tools and Get Involved are not allowing me to sign in with my username and password.

In case it's helpful, the Get Involved app requires signing in with your FamilySearch account. FamilySearch accounts used to be connected to Church Accounts, but they're not connected anymore (for example, if you change the password of your Church Account, your FamilySearch account password will not change).

For Member Tools – are you able to access ward-specific tools when you sign in on the Church website – for example, the online ward/stake directory?

Thanks for the info on Family Search. I wondered if that was the issue.
As for accessing ward specific tools. Yes. I was able to access everything through the website even when the app would not work.

However, it’s all moot now as the app now recognizes my sign in. If something was done to fix it, THANKS.
If it fixed on it’s own, sorry, that doesn’t help problem solve, but it certainly helps me.

I've found in the past that it can take time for a new password to get to all the systems.

I changed my password 2 weeks ago. It worked on the church website instantly. Are there different password rules for the website than for the mobile app? The password is 33 characters long and has upper/lower case letters, numbers, and symbols

canderso wrote: Sat Jun 25, 2022 12:22 pm I changed my password 2 weeks ago. It worked on the church website instantly. Are there different password rules for the website than for the mobile app? The password is 33 characters long and has upper/lower case letters, numbers, and symbols

Earlier in this thread (and in other threads) it has been reported that the mobile app doesn't play well with special characters. You should use numbers and letters only.

davesudweeks wrote: Sat Jun 25, 2022 7:28 pm

canderso wrote: Sat Jun 25, 2022 12:22 pm I changed my password 2 weeks ago. It worked on the church website instantly. Are there different password rules for the website than for the mobile app? The password is 33 characters long and has upper/lower case letters, numbers, and symbols

Earlier in this thread (and in other threads) it has been reported that the mobile app doesn't play well with special characters. You should use numbers and letters only.

This shouldn't be the case anymore – the mobile apps should work with any valid Church Account password.

Is it the Member Tools mobile app you're having trouble signing in to? Have you tried deleting and reinstalling Member Tools?

I believe I was the one who hypothesized that special characters may not get encoded properly. It was just a guess since only some people had the issue. I think it's wise to avoid special characters as there's always a possibility it something strange may happen and not get caught in the testing process.

The question I have is if the same account works ok with the same information online. If the account isn't associated with your MRN, or your records are currently "between wards", I wouldn't expect Member Tools to work properly. You'd still be able to log into the website, but wouldn't have access to Ward Directory and Map.

I can log into my account at LDS.org; but when I attempt to sign in on the Gisoel Luving app, the error says invalid password. The passwords match.

Same problem. Has it something to do with 2 step verification?

I can no longer login after adding two step verification. Works fine in a web browser. Any idea what step I should take?

dcadams17 wrote: Tue Oct 25, 2022 9:34 pm I can no longer login after adding two step verification. Works fine in a web browser. Any idea what step I should take?

Are you trying to use the "Security Key or Built-in Authenticator" verification option? If so, see this thread: 2-step verification

Not sure if I should open a new thread but figured I’d first just jump in on this one.

I’ve had a member in our ward (who is also the Stake Patriarch) reach out to me with problems getting signed in to the Member Tools app. They can sign in just fine through the website.

They’ve talked to the church’s IT support team multiple times but have not had any luck figuring things out. They’ve tried all the normal things:
* Changed their password multiple times, ensuring they don’t have any special characters
* Deleting and re-installing the app multiple times
* Ensuring they have 2-step verification turned off

Just wondering if there’s any other things that they can try, as I’m unsure what to try next? Or any way to escalate this with the church’s support team to try and get some better help?

If he's talked to the Global Service Desk, then that's the support line.

A couple of thoughts: When you say he can sign into the website, is he able to get into member-only areas, like directory, calendar, or something related to his calling? Keep in mind that non-members can also have a login. If the MRN is missing from his account, or it's the wrong MRN (perhaps he has a duplicate record?) that would cause problems.

What version of Member Tools is installing? I'm wondering if he has an old phone and the app store is installing an outdated version of tools that is no longer supported.

I'd also check for any security apps that might block the apps ability to communicate with church servers. Perhaps have someone else try their login on his phone.

While I have no trouble signing in on my computer, I'm having the same problem on my iphone using the latest IOS version. I kept getting a pop up message on Member Tools telling me I needed to sync, but the app would never sync. So I then tried deleting and reinstalling the app. Now I can't log in. My password does not have just letter and numbers.

jonescd519@gmail.com wrote: Sun Dec 04, 2022 7:30 pm My password does not have just letter and numbers.

That has been identified as a past issue in other threads. The mobile app doesn't play well with special characters. Try to avoid using special characters.

So everything is correct like login and passwords and all of that. And it loads that I am signing in. But it automatically kicks me out and says “Members Tools not Available” but everyone else around me can still log in just fine. I’m not sure what the issue is and I’ve tried everything like deleting the app and redownload it again. That didn’t work. Reset password, waited a bit and tried that, didn’t work. My members information is there and everything when everyone searches me up but somehow I just can’t access it. Any help or advice would be very helpful!

When I open the app in my iPhone I am taken to the more section. At the top where my account info and picture should be there is a blank head. I am unable to sign in. The app will open but nothing works. Any ideas? I have deleted and reinstalled the app multiple times as well as making sure my phone is up to date and I have restarted my phone. I have no issues with logging in online. Please help.

I am having the same issue

I have a new phone. The first few times I tried it install on the new phone it would not sync, now it says it's installed but unable to connect to the internet, my phone is connected, and wifi is connected.

I have been locked out of the member tools app for about 2 months now. When I try to login it tells me “Invalid password.” I have unhidden the password so I can see it is the correct password. I have gone through all the steps of resetting my password, multiple times. I’ve uninstalled and reinstalled the app, multiple times. I can sign in to the church website and all other church related apps with no problem. I can see my membership # when I login on the church website. I’ve emailed membertools@churchofjesuschriat.org a few times and no one ever responds to me. Can someone please help me regain access to this app?

Have you tried the advice found in Member Tools Frequently Asked Questions. Check the first question "When I try to log in to Member Tools, it won’t accept my password; how do I fix it?"

I sure have. Multiple times.

And I thought this problem was just me. Looks like I'm in good company.

I can login and get the "Welcome to Member Tools" "Decide what data to download" screen. This is where you set your sync settings. I turn everything off. When I choose "Sync" at the bottom of the screen a new screen appears. It says "Finalizing" and has picture of a chapel with 3 circles with green checkmarks. Immediately a popup appears saying "Member Tools Services are unavailable. Please try again later".

Usual suspects:
* Username and password work for church website
* Password is only alphanumeric - no special characters
* Android version is 10
* Tools version is 5.0.3
* Uninstalled and reinstalled (and rebooted)

Any other ideas? Has anyone found the magic combination?

Okay, found my solution (YMMV). I turned off wifi on the phone and was able to login with data only. Looks like it won't sync over my wifi. (Plug one hole and another starts leaking).

I signed in successfully wih my older device, now trying to sign in with new device but keep recieving the error message and prompting to "Sign in with Another Device".
Can I sign in again without errors to my new device?