If you post the Scouting America Member ID for the scouter (no names, please!), the SUAC can investigate further. I’m assuming you’ve already checked that the scouter’s registration is current in the official roster at my.scouting.
It’s been observed that the permissions don’t appear to be sticking for scouters registered in a “named” den leader registered position (e.g. Tiger DL or Webelos DL). Is that the case for this scouter? If so, your Key 3 could move their registered position in SB+ to “plain” den leader, and see if that resolves the issue.
ETA: Also verify that the DL is assigned to a den in SB+ roster. Otherwise, the system isn’t sure how to apply the permissions.
ETA2:
