# Parent cannot reset password

**URL:** <https://discussions.scouting.org/t/parent-cannot-reset-password/291835>\
**Category:** Using Scoutbook & Scoutbook Plus\
**Created:** [May 4, 2022, 6:40pm UTC](https://discussions.scouting.org/t/parent-cannot-reset-password/291835 "2022-05-04T18:40:51Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![SeanRiordan](https://avatars.discourse-cdn.com/v4/letter/s/9dc877/32.png) [@SeanRiordan](https://discussions.scouting.org/u/SeanRiordan)\
**Post date:** [May 4, 2022, 6:40pm UTC](https://discussions.scouting.org/t/parent-cannot-reset-password/291835/1 "2022-05-04T18:40:51Z")

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I have a parent who followed the process to get their password reset and they say that the system just “hangs” and won’t send him an email.

Can someone help with this issue?  
His BSA member ID # is 13978369

Thanks,  
SR

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**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:** [May 4, 2022, 6:57pm UTC](https://discussions.scouting.org/t/parent-cannot-reset-password/291835/2 "2022-05-04T18:57:55Z")

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@SeanRiordan Council can reset that password

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**Author:** ![JenniferOlinger](https://avatars.discourse-cdn.com/v4/letter/j/ad7895/32.png) [@JenniferOlinger](https://discussions.scouting.org/u/JenniferOlinger)\
**Post date:** [May 4, 2022, 7:14pm UTC](https://discussions.scouting.org/t/parent-cannot-reset-password/291835/3 "2022-05-04T19:14:23Z")

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@SeanRiordan The parent should be using BSA member number 13917690. The other BSA number is missing date of birth.

Also, make sure that the parent is using the chatbot (“Betty”) at my.scouting to reset the password.

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**Author:** ![system](https://global.discourse-cdn.com/scouting/original/1X/66e9612584db5dbf76de17f00ad877998c0ba3d6.png) [@system](https://discussions.scouting.org/u/system)\
**Post date:** [May 11, 2022, 7:15pm UTC](https://discussions.scouting.org/t/parent-cannot-reset-password/291835/4 "2022-05-11T19:15:07Z")

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