My scouts profile disappeared

I have two scouts in the system, but one of them disappeared. I tried reconnecting with his BSA number, last name, and birthday but it says he doesn’t exist. He was previously in the system, we are paid, and we have done a lot of advancements already. Help!

@KateJackson what is the BSA #?

I’m not sure if my son is having the same problem, but his account no longer recognizes his username and we have tried to reset the password but it’s as if the account was deleted, locked or somehow no longer connects with his email. His BSA # is 133810871. Odd thing is I can still see him under my parent account and his account shows under our troop, but he simply can no longer login or even reset the account after several years of never having an issue.

@AaronHill4 Have you tried resetting his password using the chatbot (“Betty”) at my.Scouting? When it asks: “Do you remember your security questions?”, you can say No to bypass. His username is not his e-mail address.

If you still have issues, you can contact your local council for assistance with resetting his password.

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