Q: Why isn’t my username working?
A: Your username is typically your email address. If you have
more than one email address, try each. You can also use the “Forgot
Password?” link to send a reset email to your email address. If you’re
still having trouble, contact customer care.
Q: Why aren’t I getting the password reset emails?
A: The password reset emails come from
firstname.lastname@example.org, so please make sure it’s added to
your safe senders list. If you requested the reset email before
marking our email address as safe, check your spam folder. If you’re
still not receiving the email, contact customer care to verify that
your username/email address is correct.
Q: How do I reset my password when I no longer have access to the
email address associated with my account?
A: Customer care team can change your username/email address
without requiring you to recreate your account. Once your email
address has been changed, you will receive an email verification to
confirm the change.
Q: Why can’t I see my family when I log in?
A: There are a couple reasons this could happen:
- Another adult family member may be listed as the head of
household on the account. Contact customer care if you’d like to be
granted access to that household.
- You may have a second or
duplicate account with a different email address. Try a different
username. If that works, be sure to contact customer care to request
merging the two accounts into one.
Q: Why can’t I see my troop(s) when I log in?
A: First look on the left sidebar, look for My Troop and click
on the drop-down menu to see all troops with which your household is
associated. If you still don’t see your troop, there are several
reasons this could happen:
- You may have a duplicate account. Contact customer care for
- You and/or your family members may not have a
troop participation associated with your household. In My Household,
you can click on Add a Troop to search for your troop and add
- Only troop leaders have access to the troop roster. If
you’re not the troop leader, you will be able to view basic troop
information such as meeting place, date, time and leader contact
- If your background check has expired and you are
the troop leader, you may lose access to the troop roster until a
new one is cleared. Contact customer care for assistance.