New phone number

I have a friend who got a new phone and phone number. Unfortunately, she cannot remember her password to log i to the tools app on this new phone. We've tried to reset the password, but it wants to send a confirmation code to her phone.... the old number that she no longer has access to. We've updated her phone number with the bishop and now I see her new number her when I look her up in the tools (under my login) but it still wants to text her old phone number when we attempt to reset her password. How might we get past this?

The log in to Member Tools uses the Church Account credentials. As such, this topic thread has been moved into the Church Account forum. Please follow the instructions in the first topic thread of this forum titled PLEASE READ FIRST: Answers to Most Church Account Issues. As a last resort she can contact the Global Services Department (GSD) for help.

Once she has regained access to her Church Account she should change the phone number in the Recovery and Notifications section in her Church Account profile.

You can't update the recovery phone number by updating the contact number. You'll have to use some other recovery method.