Error message when trying to connect new parent

I sent an email to a new parent to link to her 2 new scouts. When she tried to use the user name and password provided in the Scoutbook email, it tells her it’s an invalid user name. I tried the info myself and got the same message. Sent a new invite and got the same error. The email address is correct. Mom’s user ID number is 11868502. I noticed on her profile that she was not assigned a BSA number, just a user ID number. Could this be the problem? And how do I get it fixed?

I sent you a private message.

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