New Member is tied as nonmember to ex husband

I am trying to create the record of a new member. When I try to create the record, I get an error saying "this record has a possible duplicate and is a nonmember record tied to a member of the church". I am also given a stake president's name/number with this error message. The stake president is unresponsive to my calls/texts/emails when I reach out to try to find a clerk who can help me disconnect the nonmember record from the current member she's tied to.

The new member has been divorced from her ex husband for 10 years and is not in contact with him, nor does she know his whereabouts now.

Would it be okay to proceed ignoring the new member's non member record from a previous husband?

Contact support to get their help. I don't think there is anything you can do locally. Based on the timeline it sounds as if the recent convert you are trying to create the record for had a nonmember record created for her to show her information in her ex's household for display in the Ward Directory. It also sounds like her ex's membership recorded has not had the divorce recorded.

When you contact support make sure to let them know of the error message and any information you can get about her ex such as full name, birth date, and date of divorce.

Do you know the background of this convert? A few clerks have run into issues when a member's non-member spouse is baptized. It's both is and isn't a new record.