Accept the patron's details and return to the previous step.
Which of these categories does your case most align to?
Account Login, & Registration & Personal Details. Family Tree. Family History Centre. Indexing. 110 Year Rule.
We currently do not have any solutions for you..
We currently do not have any solutions for you..
We currently do not have any solutions for you..
We currently do not have any solutions for you..
Which of these areas is your patron asking about?
Forgot Username or Password. Account is not activated. Membership Record Number is in use. Deleting account. Change account email. Merge Accounts.
Is the patron calling about a workforce account? (Church employee, volunteer, missionary, CES.
Yes. No.
Is the patron on a call, chat or email?
Call. Chat. Email.
Warm transfer to Global Service Centre.
Transfer to Support-CHQ Registration/Login.
Transfer to Support-CHQ Registration/Login.
Has the patron tried the recovery options "Forgot username" or Forgot password"?
Yes. No.
Is the patron on a call, chat or email?
Call. Chat. Email.
Warm transfer to Global Service Centre.
Transfer to Support-CHQ Registration/Login.
Transfer to Support-CHQ Registration/Login.
Have the patron go to familysearch.org, click on Sign in and use the links below the Sign In button, "Forgot username or password"..
OK.
Can the patron login?
Yes. No.
Close the case.
Is the patron on a call, chat or email?
Call. Chat. Email.
Warm transfer to Global Service Centre.
Transfer to Support-CHQ Registration/Login.
Transfer to Support-CHQ Registration/Login.
Have you looked up Username on LISA?
Yes. No.
Look up Username on LISA and return to the previous step..
Have you verified that inactive shows on the right?
Yes. No.
Verify that inactive shows on the right and then return to the previous step..
Is the correct email address shown in the account?
Yes. No.
Have the patron use the link https://ldsaccount.lds.org/resendEmailVerification to resend verification email..
OK.
Did patron successfully activate account?
Yes. No.
Close the case.
Is the patron on a call, chat or email?
Call. Chat. Email.
Warm transfer to Global Service Centre.
Use gscchat.ldschurch.org to request the account activation..
Transfer to Support-CHQ Registration/Login.
Is the correct mobile phone number on account?
Yes. No.
Have patron use this link https://ldsaccount.lds.org/resendSmsVerification to resend SMS..
OK.
Did patron successfully activate account?
Yes. No.
Close the case..
Is the patron on a call, chat or email?
Call. Chat. Email.
Warm transfer to Global Service Centre.
Use gscchat.ldschurch.org to request the account activation..
Transfer to Support-CHQ Registration/Login.
Is the patron on a call, chat or email?
Call. Chat. Email.
Warm transfer to Global Service Centre.
Use gscchat.ldschurch.org to request the account activation..
Transfer to Support-CHQ Registration/Login.
Look MRN up on LISA and note username and password..
OK.
Restart troubleshooter following the forgot username or password track. .
Explain the consequences of deleting an account to the patron..
OK.
Use EMEA Technical Support chat to request the deletion of the account by an Area Support Missionary with rights to request deletions from GSC..
OK.
Was the Area Support Missionary Available?
Yes. No.
Wait for confirmation of account deletion..
OK.
Close the case..
Does the patron want immediate deletion?
Yes. No.
Transfer case to Support-CHQ Login/Registration and tell the patron they will get a confirmation email..
Do a warm transfer to the GSC and stay on the line..
Wait for confirmation..
Close the case..
Ask the patron to login familysearch.org.
OK.
Ask them to click on their name in the top right hand corner..
OK.
Ask the patron to click on settings in the menu that appears..
OK.
Ask the patron to click on the contact tab in the screen that loads..
OK.
Ask the patron to click in the email field and insert the new email..
OK.
Ask the patron to click on save changes button..
OK.
Was the patron able to save and change email?
Yes. No.
Close the case..
Is the patron on a call, chat or email?
Call. Chat. Email.
Conference the patron with an agent in GSC to have the agent do it manually..
Send case to Support-CHQ Registration/Login .
Send case to Support-CHQ Registration/Login .
We cannot merge FamilySearch accounts. We can determine which account has the most information and delete the other account..
OK.
Does the patron know which account to delete?
Yes. No.
Restart troubleshooter and follow path to delete account..
Login as helper to both accounts in two different browsers..
OK.
Compare both accounts including checking memories. If necessary, connect the tree to existing deceased ancestors to duplicate all information on one tree..
OK.
Have the patron confirm the details on the complete account..
OK.
Restart troubleshooter and follow path to delete account..