New parent account issue

We have a new parent account we have been trying to step up but when the parent tries to log in they get stuck in an endless loop to be verified. It shows that they are connected to their child. How can we get this fixed?

If you post the BSA member number of the parent or Scout (no names, please), we can take a look.

Thank you!! Their BSA# 11699579

@IanHulsebus is that the BSA # or the User ID?

Sorry that was the user ID, the parent doesn’t have one. Here is the Scouts BSA# 137107839

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