household name displayed in app

Does anyone know where the household name that is displayed in the Member Tools app comes from?

I have one single sister, that ever since I moved into the ward a year ago, has a completely different household name she's listed under, only in the Member Tools directory (confirmed both Android and iOS)
- it is not the name that is listed as the Household Name in LCR
- it is not a name anywhere on her individual record (full name, preferred name, maiden name)
- it is not a name listed anywhere on the family page in LCR

I also have some families that I *have* updated their household name in LCR more than a month ago, but still show up with the old household name in Member Tools.

All of these display very correctly in LCR if I go to Membership-->Member Directory --> Households

I have deleted and reinstalled the app on Android and iOS. I have also verified that it shows up the same on my wife's phone.

To be clear, this is only the household header name in the directory (the one that shows up for the household and then individuals in the household show up under it)

Any thoughts? Or is this now a call Salt Lake kind of thing?

thanks

In your member app, go to settings, then refresh data. That may clear up the issue. PS Church systems have had a difficult week and many things may still be updating.

Tried that several times with no luck.

The changes I made were over a month ago.

And the weird one I didn't change (unrelated household name) has been around for more than a year.

How does it appear in the "Ward Directory & Map" webpage?

Interesting question.

For the changes I made more than a month ago, they are still not reflected in the Ward Directory & Map view (i.e. it's still the wrong information)

For the weird household name for the single sister - it does not appear. *however* when I search for the weird household name in that view, it *does* show up there in the search results in a really weird way: the format is first a section with an unrelated family that happens to have somebody with a partial match to weird name, and then the single sister herself.

Here's the format with fake names:
Smith, Carl and Barbara
Smith, Anastasia [partial match in string for weird_name]
Anastasia Middlename Smith [same partial match]
Anastaia Smith [same partial match]
[single line divider]
Jackson, Tamara
Weird_name [all by itself on this name - it's the exact string I searched for]

And in this search view, when I go to select, it either lets me select above the line or below the line as a block - so all the 4 rows above the line (smith household) or the 2 lines below the line (Jackson + weird_name)

When I click on Sis. Jackson - I see the normal household view that does not contain weird_name anywhere.

Oh and just for reference, weird_name is a very typical, obvious last name like Jones

For posterity:

To solve this I had to call Global Services support and file a ticket. They were able to fix the issue, but didn't tell me how.

nateblaylock wrote: Thu Jun 18, 2026 1:55 pm For posterity:

To solve this I had to call Global Services support and file a ticket. They were able to fix the issue, but didn't tell me how.

Thanks so much for posting the follow-up resolution! Even if there's no "why" from GSD, it's always really great for Forum members to see when something is resolved. Many participants have less-positive experiences with GSD issue resolution and just assume they never do anything, so it's good to know that sometimes they do actually fix the glitch