This account has been disabled. Use your active user account error.

I have a member that is unable to open the Donations page. They get the error "This account has been disabled. Use your active user account." The special case with this one is the user is originally from Russia, now living in the United States. She said they had laws in Russia with donating tithing that may be why its in this state.
Currently she is living here in the United States and wants to be able to donate tithing online. Another clue is that when she clicks on the Donations tab, and it redirects to the donations page it is all in Russian. The error included. On other responses for this error, they recommended that the MRN may not be attached to the account, but I checked, and it was listed in the Profile of the account.
If anyone has any ideas what can be done, the help would be much appreciated. The member also said they reached out to support on the phone but they were less than helpful.

whets23 wrote: Sun Jan 14, 2024 2:07 pm when she clicks on the Donations tab, and it redirects to the donations page it is all in Russian.

Where are her membership records? Make sure the MRN on her account matches what's in your ward.

I'd also check the language/location settings. That's the "globe" icon in the upper right corner.

Her membership records are in our ward and match what is in her account.
When the error message appears after opening the donations page, the only option is to click Ok. It then redirects back to the home page. I will check what her language/location settings are.
Thanks

I had the Member with the issue check her language and region settings and change them all to United States or all to English, and it did not make a difference.

If you have any other advice or who else to contact it would be greatly appreciated.

You might try emailing onlinedonationsupport@ChurchofJesusChrist.org.

However, you might have another round with calling GSD. If she's got a thick accent, you might try acting as "interpreter".

The Church Accounts for users in Russia are more restricted than regular Church Accounts for legal reasons, so you're likely correct about the root cause. I agree with russellhltn that you'll probably need someone from the GSD or the online donations support team to help sort it out.

I appreciate the help. I will reach out to Online Donations support first and if that doesn't pan out, I will reach out to GSD.

Thanks!

Also, if you could make sure you come back and post the results, that will help any other future clerks or Bishops who encounter a similar situation. Good luck!