Welcome! This forum has a treasure trove of great info – Scouters helping Scouters! Just a heads up, though - all content, information, and opinions shared on this forum are those of the author, not the BSA.
Donovan,
Thanks for the directions. There may be a possibility that the scout was using an unapproved account. I found that he has two accounts on Scoutbook. I have asked him to try using the other account moving forward and am waiting to hear back from him.
Thanks.
Child