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Changes to account recovery process

So for some reason they changed how account recovery works. They removed the Membership Record Number (MRN) as an option and when you go to recover your password, it tells you to click on the hyperlink and it gives you your username. The hyperlink is on your username and other than the formatting for a hyperlink it doesn't indicate that it is one. I want to know why someone thought this was a good idea. A lot of non-computer literate patrons use FamilySearch and probably don't know what a hyperlink looks like other than it has .com or something at the end. Also, why remove the MRN as a recovery option? There are only about 16 million+ active ones and it was the most secure way to recover an account for members of The Church. You also have a lot of accounts that don't have emails or phone numbers attached to them, only the MRN, which means they have to call FamilySearch support every time they'd need to recover their account (some people are fairly forgetful in my experience working FS support). Did they want to dramatically increase the call volume to FS support? Why keep the MRN as a verification option if you can't use it as a recovery option?

TL;DR: FamilySearch's account recovery process is terrible and needs to be fixed.
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  • They did not remove the Membership Record Number recovery option. It is still there- however, they did change it so the user has to opt in to use it. The default is not to use it. If you go to LDS Account and look at the security options you will see the checkbox to opt in to recover using the MRN. Why it was changed seems strange in that no warning or notification was given. Many users are like yourself and do not even realize it is still there.
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    I called your 866-406-1830 line Sun Feb 3 at 11:38 AM MST but never got to talk to anyone. I was on hold for 21 minutes, when it finally forced me to leave my phone# and a message. But nobody ever called back.

    We had a large Tongan family of Young Women age girls in the small stake FH room on 6 computers right after the two-hour block trying to get their login to work. Some of them have an old email address still tied to their account that is no longer a maintained email address. So restoring via email will not work for them.

    We had access to their MRN's (thanks to personnel available on a Sunday), but the system has turned off the ability to recover thru MRNs for everybody unless that person has gone in and turned it back on.

    So PLEASE PLEASE PLEASE turn that MRN recovery ability back on for all members that have not explicitly turned it off, especially when/while the support line is so swamped that nobody can get anyone to answer the phone to provide us a temporary password for any account.

    This group is preparing to come into the 10-Stake FHC in a week, and we are running out of time to get them ready. This new "Security Protection" is not worth the hassle it is causing. Just let people know that if they DON'T want that option, they can turn it off.

    It's really silly to tell people they can turn it on themselves, when they can't get into their account in the first place (which is what that feature is there for).

    If it was an experiment, I say its time to say the experiment has run its full course. THANK YOU
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