LDS Tools Access - New Primary President

Hello,

I am a newer ward membership clerk and we recently had a new Primary Presidency called in our ward. After assigning the calling in LCR, all of the presidency minus the president is able to access the needed info in the Tools app. We tried releasing the president from the calling and adding it back, but no luck. She is having to have her presidency look up info for her which is not the most convenient approach.

Her app has been deleted and reinstalled and everything has been updated. She has also called HQ several times and not been able to figure it out. Has anyone experienced this and have any ideas on how to possibly refresh her account so she can access the info in Tools? Thanks!

Make sure she has been placed in a standard position, not a custom one. It may take up to 24 hours after being placed in a calling before they get their rights.

Make sure the MRN for the person who holds the calling matches the MRN on the account she's using. There are a number of reasons that may go astray, but the MRN is what ties everything together.

Also check whether she can access information on the LCR website. If she can't then there is some problem with her account or calling. If she can access information on the website but not in Member Tools then it has something to do with her install or the app rather than her Member Account or how her calling is recorded.

russellhltn wrote: Sun Jul 17, 2022 11:34 am Make sure she has been placed in a standard position, not a custom one. It may take up to 24 hours after being placed in a calling before they get their rights.

Make sure the MRN for the person who holds the calling matches the MRN on the account she's using. There are a number of reasons that may go astray, but the MRN is what ties everything together.

Thanks for the tips. The MRN is the same and is correct. Her calling is the standard Primary President calling and is not custom.

eblood66 wrote: Sun Jul 17, 2022 11:58 am Also check whether she can access information on the LCR website. If she can't then there is some problem with her account or calling. If she can access information on the website but not in Member Tools then it has something to do with her install or the app rather than her Member Account or how her calling is recorded.

She is able to login and access the info on the LCR website, but it doesn’t work on the LDS Tools app. She has tried to delete the app, reinstall and login again, but no luck. Really strange…

Might check this thread. Some are finding that a fix is to have a password that 12 characters or longer.

russellhltn wrote: Mon Sep 19, 2022 1:09 am Might check this thread. Some are finding that a fix is to have a password that 12 characters or longer.

Thanks for the helpful info. I had her try to update her password to 12 characters and it didn’t work. She can login to the website, but for some reason cannot login to the app. Definitely doesn’t make sense to me. I’ve spent hours searching and think I’ve hit a dead end. She’s also called support but no luck there.

Just to clarify: prior to her calling, was she successfully able to use the App? I cannot quite determine from the thread whether this is a new issue tied to her calling, or not.

Regardless, another idea might be to try and have her use a different phone. I'm thinking a member/leader who successfully is using the app, who logs out of the app on their phone, and then your RS President tries logging onto that phone with her info. This might help indicate if it's a phone-specific issue, or truly something tied to her user account.