Member Tools failed to load the database

My records were moved to our new Ward yesterday, and when I went to sync to update my app, it started telling me that "Member Tools failed to load the database" and then "Your most recent data update failed. We will try again later." I have uninstalled the app and reinstalled it, I have turned my phone off and back on, and waited until Monday (since everything online said that Sunday was a bad day to try) and it still won't work. I can login to my church account online and see that my records have been updated to the new Ward. When I logged out and uninstalled the app, it also did the same thing on my iPad, and I am getting the same errors. I need to be able to access the Members Tools because I just renewed my Temple Recommend and it is only on the app now. Please help!

How long ago did it move? It may take some time for all the computers to sync up. We usually advise 24-48 hours before getting too conserned.

As russellhltn has advised. Also try the Data Refresh option in Settings, as the Sync option isn’t as thorough in operation!

The issue is that it won't even load the application. I can log in, then when I go to do the initial set up it fails. So I have no access to the tiles because they aren't loading. I will give it another 24 hours (it's already been 24) but it seems that my account is not being allowed to load the tiles, and I'm not sure how to get that permission back.

You may want to follow the Member Tools Frequently Asked Questions

A few highlights:

• If you have a special character, symbol, or an extra space in your password, update your Church Account password to be alphanumeric.
• Make sure you're on Member Tools 5.1 or newer.
• To load the current version of Member Tools, you'll need to be on iOS 17.0 or newer, Android 8.0 or newer

I am experiencing the same problem, when my membership moved to another Stake I tried to sync with the new information and all I ever get are error messages ""member tools failed to load the database" and then "your most recent update failed. We will try again later". I have deleted my Tools app several times, turned off my iPhone, tried using wi-fi versus data and nothing seems to help. Any ideas? I can log into my account on my computer and see that I have access to my new stake information so I know it has been updated but I just cannot get it to work on the app.

I am having the same issue. Moved to a new ward and can’t log. Based on a comment above I even changed my password to remove special character and it still wont work. Tried on iPhone and iPad and neither will let me it sync. Fully updated on the iOS and the Tools app. My records were moved 4 days ago.

Same issue here. I'm only posting here so that I can check the "Notify me when a reply is posted" option so that when a fix is available I get notification.

jencorn wrote: Fri Mar 06, 2026 10:56 am Same issue here. I'm only posting here so that I can check the "Notify me when a reply is posted" option so that when a fix is available I get notification.

Just so you know for future topics you can subscribe to a topic with the topic tools (at the bottom of the post list next to the Post Reply button) if you prefer. It's not a problem to post either..

I am experiencing the same problem, as I am able to verify the information is downloaded but failed to load the database as the last step before viewing my tiles. My records were moved into my new unit over a week ago. I am able to see my new unit online through the website. I have also found that I am able to make changes to my profile view online and it reflects with others but when I see myself in the directory it still shows the old settings before I made the changes. I have uninstalled, reboot, installed, cleared cache and etc. I am on Android Version 16 with the latest version of the Member Tools installed.

With the widespread adoption of digital temple recommends via the Tools app, I agree that the normal "just give it some time to sync" approach may not be as practical. That said, my understanding is that all temples have the ability to verify recommend status of a member if they do not have their recommend (paper or digital) with them due to various reasons, so hopefully that part won't impact your temple worship.

Clerks are the first-responders in this type of situation, and it can often be helpful to have in-person support and not just phone/web interactions. They can also help put you in touch with the Global Services Department, and since this issue has been mentioned by various people, it may need a resolution on the Church's side of things.

I was having the same error message this week after having my record moved to a new ward/stake until this morning when I tried again. Now I'm getting a "Success" message, but it is stuck in a loop of downloading, processing, showing "Success" all while not actually getting past the "Welcome to Member Tools" screen.

My account is now working, this morning the database loaded quickly and I was able to access the app on phone and tablet. I didn’t have to do anything, so probably resolved on the backend.

ourside wrote: Thu Mar 05, 2026 7:24 pm I am having the same issue. Moved to a new ward and can’t log. Based on a comment above I even changed my password to remove special character and it still wont work. Tried on iPhone and iPad and neither will let me it sync. Fully updated on the iOS and the Tools app. My records were moved 4 days ago.

I believe is this to be a problem with the tools application and/or church account. It does not appear to be a device issue. In my case, my spouse and I are serving as services missionaries in a unit outside my home ward. In our assignment the membership clerk created out of unit records and for a few weeks we could see our new ward/stake as well as our home ward/stake. Then for some reason our records were somehow moved out of our home ward/stake. I had the home ward membership clerk move us back in, but since then I cannot get Tools to work. The attached screenshot shows the error. I've removed the app, added it back, rebooted, tried on another device, etc., and I can also get my wife's to login to work on my device.

I've opened a ticket through my stake tech specialist that was since closed without any real assistance. They suggested providing this same info via the feedback link in Tools, which I did. So far I haven't been able to track down the person or group that can actually address the problem and solve it. It's painful in our new calling not to have info for our new ward at my fingertips, and painful to go to the temple and wait to get the recorder to verify the recommend. I'm a technologist who is going back to paper for my temple recommend.

jonesrk wrote: Sun Mar 08, 2026 12:20 am

jencorn wrote: Fri Mar 06, 2026 10:56 am Same issue here. I'm only posting here so that I can check the "Notify me when a reply is posted" option so that when a fix is available I get notification.

Just so you know for future topics you can subscribe to a topic with the topic tools (at the bottom of the post list next to the Post Reply button) if you prefer. It's not a problem to post either..

I'm sure this has to go to GSD and have them open a ticket for the developers. No one at the local level can do anything but escalate to GSD.

From some of the other posts, this may have been resolved, but still might take some finagling to get the users back in sync.

This is also happening to me. Changed my records to a new ward and now it won’t sync and gives me an error.

Similar issue here. We did not change wards or move our records but noticed that our apps haven't synchronized since April and when I try to synch, I get an error. So I tried to refresh all the data and now I can't access Tools. I have reinstalled and rebooted. And this is on three different Android devices in our house: Google Pixel, Moto G, and TCL tablet. I wonder if the latest update has a bug.

I am in ktopham's Ward and I know at least a dozen members of our ward with this same exact issue. We've tried everything to no avail. Our church accounts work just fine logging into churchofjesuschrist.org for every possible other thing. LCR, directory, maps, tithing, everything. Just not the tools app

ktopham wrote: Tue May 12, 2026 7:24 pm Similar issue here. We did not change wards or move our records but noticed that our apps haven't synchronized since April and when I try to synch, I get an error. So I tried to refresh all the data and now I can't access Tools. I have reinstalled and rebooted. And this is on three different Android devices in our house: Google Pixel, Moto G, and TCL tablet. I wonder if the latest update has a bug.

This is the issue people in my ward are having. I did some troubleshooting and found all the data was syncing correctly except for our ward data, so I suspect it's a data issue with my ward. Not sure how to get this resolved. Call the help line?

The feedback has made it to the developers. We're working on a fix for the problem that causes the issue, but I think I have a data fix for the problem, that I hope to have run tomorrow.

It works now! Thank you!!!

jonesrk wrote: Tue May 19, 2026 11:45 pm The feedback has made it to the developers. We're working on a fix for the problem that causes the issue, but I think I have a data fix for the problem, that I hope to have run tomorrow.

Is there a certain amount of time I need to wait before sync will work with my records in a new ward? I had my records transferred today and am getting the same errors described in this thread when I try logging in to the Tools app.

I'd wait at least 24 hours before getting concerned. I'd expect sooner, but it probably depends on a sync event that happens at certain times.

I am having the same issue. Just moved to new ward. Can't get Tools to update or log in properly. Same data load issue notification.

Same issue. I moved wards and it is not loading the database. My old clerk moved the records 4 days ago and it is still showing errors. I’ve cleared my cache, uninstalled, and turned my phone off several times.

I have a mobile temple recommend and am unable to show it. What can I do?

P.S. I checked on my computer and I have access to the directory and such. My mobile tools app is just not downloading the database properly.

MichaelSan1097 wrote: Sun Jun 07, 2026 11:40 am Same issue. I moved wards and it is not loading the database. My old clerk moved the records 4 days ago and it is still showing errors. I’ve cleared my cache, uninstalled, and turned my phone off several times.

Did you try the Refresh Data option found in Member Tools > Settings? A Refresh Data provides a more complete data update that involves a more complete download of new or changed data than a sync does.

Same story. Occassionally i can see the screen with my temlple recommend and my kids can see that I am in the new ward but a sync always fails and leads to crashing 5 days since the record move. I’ve installed a new version. I’ve turned my phone on and off. I’ve changed my password to only have alphanumeric characters. I performed the Haaka, but I have no idea what to do next.

I have the exact same problem. I moved from Arizona to the UK and it has been nearly a week and I have done everything suggested on this thread. I now do not know what is my next move? Is there anymore help out there? It is pretty frustrating. Thanks in advance