# Not Getting Password Reset Email **URL:** \ **Category:** Using Scoutbook & Scoutbook Plus\ **Created:** [October 25, 2021, 7:29pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889 "2021-10-25T19:29:12Z")\ **Posts on this page:** 12\ **Page:** 1
**Author:** ![ReidHollander](https://avatars.discourse-cdn.com/v4/letter/r/a6a055/32.png) [@ReidHollander](https://discussions.scouting.org/u/ReidHollander)\ **Post date:** [October 25, 2021, 7:29pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/1 "2021-10-25T19:29:12Z")
I’ve been trying to help a parent access Scoutbook we are hitting roadblocks. I searched and couldn’t find anything helpful in the scouting forums other than “report to IT.” We’ve tried: Using her registered email for “reset password” Using her Scoutbook User ID (which I can see on the profile screen, not the BSA ID but the scoutbook one.) Using her name as a possible user name Using her MyScouting login credentials We can’t see her birthday on her profile to verify that it matches (for password reset) Doing the exact same thing as above on her Scout’s account WITH verifying the birthday. (no successful password reset!) Trying all of the password reset options on my Scoutbook account (no successful password reset!!) _One time_ out of all of our attempts, Scoutbook did send her a password reset link. But, when we got that email, we ended up with the token issue noted here: > [@Parent unable to login or reset password](https://discussions.scouting.org/t/parent-unable-to-login-or-reset-password/244959): > > I have a parent whose email appears to be correct in scoutbook, but only gets the message "“No accounts were found matching the information provided.” when she tries to use the forget password/username link. BSA Member #: 13211143 UserID: 2291233 Please let me know if you can help get this resolved. Thanks! So, without the password reset, any ideas how to access their accounts? I found this thread: > [@Scoutbook Password Reset Not Working](https://discussions.scouting.org/t/scoutbook-password-reset-not-working/235718): > > Good evening, I’ve been locked out of Scoutbook and trying to reset my password for several days. I get the link to reset password, but when I click on that link, it never loads the security questions, the wheel just spins for hours. The bot on my.scouting didn’t help, it just keeps telling me to answer the security questions. My member # is 136167118. Anyone know how to get around this so I can reset the password? Thank you in advance. Erica Beck But the form we are seeing doesn’t ask for any of this info! ---
**Author:** ![JenniferOlinger](https://avatars.discourse-cdn.com/v4/letter/j/ad7895/32.png) [@JenniferOlinger](https://discussions.scouting.org/u/JenniferOlinger)\ **Post date:** [October 25, 2021, 7:32pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/2 "2021-10-25T19:32:56Z")
Please post the parent’s BSA member number or Scoutbook userID (no names, please). ---
**Author:** ![ReidHollander](https://avatars.discourse-cdn.com/v4/letter/r/a6a055/32.png) [@ReidHollander](https://discussions.scouting.org/u/ReidHollander)\ **Post date:** [October 25, 2021, 7:40pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/3 "2021-10-25T19:40:29Z")
The parent’s # is 13206365. It seems we are also having problems with their Scout 135565995 showing up in the Troop roster but not showing up in the “send messages” list. ---
**Author:** ![CharleyHamilton](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/charleyhamilton/32/3113_2.png) [@CharleyHamilton](https://discussions.scouting.org/u/CharleyHamilton)\ **Post date:** [October 25, 2021, 7:48pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/4 "2021-10-25T19:48:15Z")
> [@ReidHollander](#): > > Scout …showing up in the Troop roster but not showing up in the “send messages” list Scouts will only appear after the scout’s parent has successfully invited them to connect to the scout’s Scoutbook account. This is different from the scout _having_ a Scoutbook account, which is a function of being registered. ---
**Author:** ![DonovanMcNeil](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/donovanmcneil/32/24_2.png) [@DonovanMcNeil](https://discussions.scouting.org/u/DonovanMcNeil)\ **Post date:** [October 25, 2021, 8:03pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/5 "2021-10-25T20:03:35Z")
this scout has an email but has never logged in - If I recall right they have to log in once to appear ---
**Author:** ![ReidHollander](https://avatars.discourse-cdn.com/v4/letter/r/a6a055/32.png) [@ReidHollander](https://discussions.scouting.org/u/ReidHollander)\ **Post date:** [October 25, 2021, 8:10pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/6 "2021-10-25T20:10:26Z")
OK, should I send them another invite? ---
**Author:** ![DonovanMcNeil](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/donovanmcneil/32/24_2.png) [@DonovanMcNeil](https://discussions.scouting.org/u/DonovanMcNeil)\ **Post date:** [October 25, 2021, 8:13pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/7 "2021-10-25T20:13:09Z")
are they trying to use [kk"lastname"@hotmail.com](mailto:kk%22lastname%22@hotmail.com)? ---
**Author:** ![ReidHollander](https://avatars.discourse-cdn.com/v4/letter/r/a6a055/32.png) [@ReidHollander](https://discussions.scouting.org/u/ReidHollander)\ **Post date:** [October 25, 2021, 8:34pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/8 "2021-10-25T20:34:46Z")
Yes, we have tried that email and a couple other iterations of name. ---
**Author:** ![DonovanMcNeil](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/donovanmcneil/32/24_2.png) [@DonovanMcNeil](https://discussions.scouting.org/u/DonovanMcNeil)\ **Post date:** [October 25, 2021, 8:40pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/9 "2021-10-25T20:40:33Z")
OK how that user’s password is setup - your council can reset it for you - I cannot ---
**Author:** ![ReidHollander](https://avatars.discourse-cdn.com/v4/letter/r/a6a055/32.png) [@ReidHollander](https://discussions.scouting.org/u/ReidHollander)\ **Post date:** [October 25, 2021, 8:41pm UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/10 "2021-10-25T20:41:32Z")
OK thanks, I will contact them. Once we have that sorted out should I send another invite to the Scout so he can log in? ---
**Author:** ![jacobfetzer](https://avatars.discourse-cdn.com/v4/letter/j/b782af/32.png) [@jacobfetzer](https://discussions.scouting.org/u/jacobfetzer)\ **Post date:** [October 26, 2021, 11:22am UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/11 "2021-10-26T11:22:14Z")
You cannot invite the scout. Only the parent can. ---
**Author:** ![system](https://global.discourse-cdn.com/scouting/original/1X/66e9612584db5dbf76de17f00ad877998c0ba3d6.png) [@system](https://discussions.scouting.org/u/system)\ **Post date:** [November 2, 2021, 11:23am UTC](https://discussions.scouting.org/t/not-getting-password-reset-email/255889/12 "2021-11-02T11:23:10Z")
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