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I have a registered leader who is not getting emails including her SYT certificate and other trainings. There seems to be some kind of problem with her account in general spanning several years (I only recently got involved bc of reported expired SYT). She did SYT around August and it did not record and she did not get the email. So she just redid SYT yesterday and didnt receive the email certificate but I am showing it done on my end for the district training report.
Her ID is 136162292. Email on file is correct and does not appear to be opted out of email communication. Please advise.
@RachelVirden- the way to test the email is to send an email to that address outside of the scouting.org domain. It may be some setting with their email provider and/or mail handler application.
That has been done and passed the test. We are also using an email service for district announcements which uses a roster pulled from the system and those are also being received by the recipient. Only emails originating from scouting.org seem to be the issue.
Is she looking at her spam folder? I know gmail has had an issue with flagging scouting.org e-mail as spam in the past.
Is she looking at the mail.google.com site or a mail client on her computer?
Her e-mail address is not flagged as opted out so I doubt the servers are blocking the mail. Have you tried sending her a test message from Legacy Scoutbook or Scoutbook Plus?
Have you tried sending a message to just her and you with bcc off on legacy scoutbook? Then when you get it, is her email address populated in the to field along with yours? That will help isolate the issue.
Also, I requested an overnight sync of her personal info as there were a few minor differences between systems. I’d be surprised if that solves it, but worth trying again tomorrow.
Guessing that is a big part of the problem. Short term fix for SYT is for her to Log into her My.Scouting Account and select Manage Member ID. Change which MID is marked as primary. If only one is listed, add the missing one and mark as primary. After the overnight system sync, training should be in both profiles. Long term fix need to work with Council registrar to fix registration issue.
Yes I know about the multiple IDs. The one that did the SYT is her troop id and the only one she has access to. That is the one that is not sending her the emails.
Assuming it’s not something as “simple” as a blacklist/spam filter getting in the way, I wonder if there’s something somewhat less visible like some sort of invisible or semi-invisible error in the email address. Has she tried resetting her email address in my.scouting by retyping it? She might have to enter it intentionally incorrectly, save without leaving the My Profile page, then re-enter it correctly (i.e. not copy-and-paste, but retype it). I wonder if there’s a nonprinting character or something bizarre in the system. Changing it forces it to propagate out to all of the systems, so maybe that might “fix” whatever odd glitch is going on.
@RachelVirden Both MIDs are under Manage Member ID (at my.Scouting), so she should have access to both of them. However, she only has 1 Scoutbook account (userID).
If the local council is unable to access both MIDs, they might need to submit a help ticket asking for a second Scoutbook userID to be created. This would be a temporary measure until they get the registration issue worked out.
