Troubleshoot 2

Last updated 3 years ago First published 15 July, 2017

Technology English Rating: ALL ages Shortest path: 3 nodes Longest path: 25 nodes Possible solutions: 39
Transcription
  • Have you accepted the case? Yes. No.
  • Accept the case and return to the previous step.
  • Have you confirmed the patron's details? Yes. No.
  • Accept the patron's details and return to the previous step.
  • Which of these categories does your case most align to? 110 Year Rule. Indexing. Family History Centre. Family Tree. Account Login, & Registration & Personal Details.
  • 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? Merge Accounts. Membership Record Number is in use. Forgot Username or Password. Deleting account. Change account email. Account is not activated.
  • Is the patron calling about a workforce account? (Church employee, volunteer, missionary, CES. Yes. No.
  • Is the patron on a call, chat or email? Chat. Call. 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. Email. Chat.
  • 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? Email. Chat. Call.
  • 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? No. Yes.
  • Look up Username on LISA and return to the previous step..
  • Have you verified that inactive shows on the right? No. Yes.
  • 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? No. Yes.
  • Close the case.
  • Is the patron on a call, chat or email? Chat. Call. 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? No. Yes.
  • 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? Email. Chat. Call.
  • 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? Email. Chat. Call.
  • 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? No. Yes.
  • 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? No. Yes.
  • Close the case..
  • Is the patron on a call, chat or email? Email. Chat. Call.
  • 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? No. Yes.
  • 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..

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