# Cannot reset password

**URL:** <https://discussions.scouting.org/t/cannot-reset-password/396583>\
**Category:** Using Scoutbook & Scoutbook Plus\
**Created:** [January 12, 2024, 12:15am UTC](https://discussions.scouting.org/t/cannot-reset-password/396583 "2024-01-12T00:15:56Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![KarenTurner](https://avatars.discourse-cdn.com/v4/letter/k/ecc23a/32.png) [@KarenTurner](https://discussions.scouting.org/u/KarenTurner)\
**Post date:** [January 12, 2024, 12:15am UTC](https://discussions.scouting.org/t/cannot-reset-password/396583/1 "2024-01-12T00:15:56Z")

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I have a parent (not registered) that needs to reset their password for Scoutbook. The security question page starts to load, but the question never loads. Her member id is 13055441. Looking at her profile info on Scoutbook, her birthdate is invalid, which may be the source of the problem. She has not received a response from our council (Greater Los Angeles Area) yet, so I’m reaching out here to see if there are any other ways to reset.

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**Author:** ![JenniferOlinger](https://avatars.discourse-cdn.com/v4/letter/j/ad7895/32.png) [@JenniferOlinger](https://discussions.scouting.org/u/JenniferOlinger)\
**Post date:** [January 12, 2024, 12:42am UTC](https://discussions.scouting.org/t/cannot-reset-password/396583/2 "2024-01-12T00:42:03Z")

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@KarenTurner I am checking

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**Author:** ![JenniferOlinger](https://avatars.discourse-cdn.com/v4/letter/j/ad7895/32.png) [@JenniferOlinger](https://discussions.scouting.org/u/JenniferOlinger)\
**Post date:** [January 12, 2024, 12:52am UTC](https://discussions.scouting.org/t/cannot-reset-password/396583/3 "2024-01-12T00:52:01Z")

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@KarenTurner Please have her try again.

Is she using the chatbot (“Betty”) at my.Scouting to reset her password? When it asks if she knows her security questions, she can say “No” to bypass.

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**Author:** ![KarenTurner](https://avatars.discourse-cdn.com/v4/letter/k/ecc23a/32.png) [@KarenTurner](https://discussions.scouting.org/u/KarenTurner)\
**Post date:** [January 12, 2024, 2:48am UTC](https://discussions.scouting.org/t/cannot-reset-password/396583/4 "2024-01-12T02:48:46Z")

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No, she hasn’t tried that. I’ve suggested that to her now. Thanks!

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**Author:** ![system](https://global.discourse-cdn.com/scouting/original/1X/66e9612584db5dbf76de17f00ad877998c0ba3d6.png) [@system](https://discussions.scouting.org/u/system)\
**Post date:** [January 19, 2024, 2:49am UTC](https://discussions.scouting.org/t/cannot-reset-password/396583/5 "2024-01-19T02:49:30Z")

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