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- On the Sign On page, tap “Forgot your username?” or “Forgot your password?” to open Account Recovery
- Enter your Mobile Phone number, Email address, or Username and tap “Continue”.
- Follow the prompts to update your password.
Please note that available Recovery Options are dependent on what was previously set up for your account. Recovery Options may include verified Mobile Phone number, verified Email address, an Authenticator application, Security Questions, or a Security Key.
If you are using Two-Step Verification, you will be required to verify your identity with two factors before recovering your account.
If online recovery is not available for your account, contact the .
| Issue | Additional Information | To Resolve |
|---|---|---|
| Incorrect Username or Password | Remember passwords are case-sensitive | Account Recovery |
| Expired Password | Church workforce, including volunteers, missionaries, and seminary teachers are required to change their passwords on a regular basis. | Account Recovery |
| Unverified Account | If your Membership Record Number (MRN) was not input during registration, your identity must be verified via Email or Mobile Phone before using your account. |
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| Youth Account | Based on your country’s laws, you may need parental consent before your account becomes active. |
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If your Membership Record Number (MRN) was not input during registration, you won’t be able to access tools requiring membership information.
To add your Membership Record Number to your account, take the following steps:
- Sign in to Church Account
- Under the “Profile” heading, select “Membership”.
- Enter your Membership Record Number and Birth Date.
Your membership record number can be found on your temple recommend, or by asking your Ward Clerk or another Church leader.
This message indicates that there is another account linked to this recovery option. It is possible that you have a duplicate Church Account, or you have shared this recovery option with a family member.
Use Account Recovery to identify the account(s) using this information.
For account security, we recommend not sharing your email address or phone number with another account.
Your membership record number can be found on your temple recommend, or by asking your Ward Clerk or another Church leader.
It is important to link your MRN to your Church Account so you can access tools requiring membership information, such as the local Directory, Calendar, and other Church tools.
| Problem | Solution |
|---|---|
| Code arrived but does not work | In the error message that displays, request a new code. |
| Code never arrived | Sign into your account. Under the Contact Settings heading, select Mobile Phone Information. Double-check your phone number, then use the option on this page to request a new code. |
| Code expired | In the error message that displays, request a new code. |
| Google Voice Number | If you are using a Google Voice Number (or equivalent), it will not work with Church Account. |
| Problem | Solution |
|---|---|
| Email never arrived | Sign into your account. Under the Contact Settings heading, select Email Information. Double-check your email address, then use the option on this page to request a new email. |
| Email Code Expired | In the error message that displays, request a new code. |
If your account is associated with a Membership Record Number (MRN), only your Display Name can be updated within the Church Account application. Work with your Ward Clerk or other Church leader to update your name.
After signing in, find “Mobile Phone Information” under the “Contact Settings” heading. Enter your new phone number and tap Save. Follow the on-page prompts to verify the phone number.
Please note that this phone number is ONLY used for Church Account recovery and communications. Work with your Ward Clerk or other Church leader to update your phone number in your local Directory.
After signing in, find “Email Information” under the “Contact Settings” heading. Enter your new email address and tap Save. Follow the on-page prompts to verify the email address.
Please note that changing your email address within Church Account will automatically update it throughout the Church system, including your local Directory.
Two-step verification is an additional security feature for your Church Account that helps prevent anyone from using your account, even if they know your password. After entering your username and password, you are prompted to verify your identity through a second factor before gaining access.
Additional factors for verifying your identity may include responding to a Push notification on your mobile device, entering a code generated through an Authenticator app, entering a code received via SMS messaging, or tapping a Security Key device.
| Method | Who can Use? | How it Works |
|---|---|---|
| Church Authenticator App | Apple or Android device with Internet access and/or cellular service | Your device is sent a Push notification to respond to. If cell coverage is not available, you can enter a code found in the app instead. |
| Authenticator Apps | Apple or Android device with or without Internet access. Most Authenticator apps can be used, such as Authy, Duo, Google Authenticator, or Microsoft Authenticator | Enter the six-digit code provided by the Authenticator app. |
| Security Key | Most Security Key devices can be used, such as YubiKey | Insert the Security Key device into your USB port on your computer. Tap the Security Key when prompted. |
| SMS Message | Mobile devices supporting text messaging | Enter the six-digit code that arrives via SMS. |
Once enabled, Two-Step Verification will be used for most Church applications. If the “Enable Two-Step Verification for ALL Church Applications” box is unchecked, then Two-Step Verification will only be used for individual applications that require additional security, rather than all applications. However, some Church applications are not configured to handle Two-Step Verification, regardless of whether it is enabled on your account.