Helping a member with their website account

Hello,
I have a member in my ward who is trying to make an account on the Church's website. The website is telling him that he already has an account associated with his membership record number, but he has no recollection of creating an account and doesn't have any idea of how to recover his account. The website directed him to the ward clerk for further help (which is me). I have no idea how to proceed. Is there a way to delete his old account so he can create a new one?

Alktenalfh wrote: Sun Jun 18, 2023 3:33 pm Is there a way to delete his old account so he can create a new one?

He can try to recover the old account with his membership number by using the process in this post and the one immediately preceding it.

or

The easiest way is for you to give him the phone number of the Global Services Department and have him call them in the morning. They will be able to merge the two accounts.