OK here is what I think happened here after talking to @JohnPoprac
The BSA # for the Scout is different in SB and MM - so IA2 does not know who to match it up with. Perhaps the Scout was in SB before and Member update made a new scout with the other BSA number that someone erased.
But an email with all the data (both BSA #s) to Scoutbook.support@scouting.org should wrap it up for you.
