I know it’s incredibly old-school of me, but if the scout has his handbook from the previous troop, at least you should be able to make sure that his records “become” up-to-date if his old unit wasn’t filing advancement with their council (or the council wasn’t entering the advancement records submitted into the advancement database, or it was entered for the wrong scouts, or…).
It could be informative to see if firstname.lastname@example.org can find more than one account for that scout. I’m guessing that they would probably need the scout’s full name, his old BSA ID, his old unit and council to help track down any duplicates in the system. I wonder if there’s a “Bob” Scout and a “Robert” Scout or something like that going on here. We recently discovered a scout who was entered in the database separately: once with his mother’s last name and once with his father’s last name.