# Scouts can't login to scoutbook-think it's an SSO issue **URL:** \ **Category:** Using Scoutbook & Scoutbook Plus\ **Created:** [May 9, 2019, 8:37pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283 "2019-05-09T20:37:34Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 9, 2019, 8:37pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/1 "2019-05-09T20:37:35Z")
Having trouble with some of our scouts logging in to scoutbook. They’ve recently aged up and I think the issue may be with SSO. None of them have a myscouting account. What do we do to take care of this issue? ---
**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:** [May 9, 2019, 8:41pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/2 "2019-05-09T20:41:05Z")
Hi, Shannon, By “aged up”, do you mean turned 18? Are they still on your youth roster? ---
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 12, 2019, 11:41pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/3 "2019-05-12T23:41:21Z")
No, I mean turned 13. Or are already older than 13 but suddenly their logins aren’t working. I’m thinking the system thinks they have SSO, but none of them have my.scouting accounts. ---
**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:** [May 13, 2019, 12:29am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/4 "2019-05-13T00:29:55Z")
Hi, Shannon, Thanks for clarifying. I have a couple of scouts who are 13+ in our troop, and I asked them to verify they can still access their accounts for me. I’ll post here of they have any issues. **ETA:** So, at least two have reported back and they seem to be able to log in. Turns out both of them are still 12 for at least another month, though. What do they get when they try the forgot username and password link at the scoutbook login page? Also, have your scouts taken any kind of youth training (ILST, NYLT, NAYLE)? Are any of them also registered in a crew or ship? I’m wondering if it’s a cross-registration issue… ---
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 13, 2019, 10:51am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/5 "2019-05-13T10:51:16Z")
Invalid username or password. Reset password link doesn’t work. Having parent send them a new invitation to join doesn’t work. To my knowledge none of them have taken any youth training, and they aren’t dual registered. One of them even tried setting up an account at my.scouting to use that to login-didn’t work. I have frustrated scouts and even more frustrated parents. ---
**Author:** ![edavignon](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/edavignon/32/16_2.png) [@edavignon](https://discussions.scouting.org/u/edavignon)\ **Post date:** [May 13, 2019, 11:56am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/6 "2019-05-13T11:56:56Z")
Shannon, Send an e-mail to [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org) with the Scout’s name, BSA#, council and unit and explain the problem. They should be able to reset these Scout’s accounts so they can login. ---
**Author:** ![Stephen\_Hornak](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/stephen_hornak/32/16282_2.png) [@Stephen\_Hornak](https://discussions.scouting.org/u/Stephen_Hornak)\ **Post date:** [May 13, 2019, 12:18pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/7 "2019-05-13T12:18:21Z")
Shannon - I know my son who is 14 still uses the email/password to log into scoutbook. ---
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 14, 2019, 3:15am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/8 "2019-05-14T03:15:11Z")
The scout and his parent did that and received a password that still didn’t solve the issue. They are stuck in a perpetual loop-scoutbook asks for my.scouting login info, my.scouting asks for scoutbook login info, and neither will accept either. ---
**Author:** ![edavignon](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/edavignon/32/16_2.png) [@edavignon](https://discussions.scouting.org/u/edavignon)\ **Post date:** [May 14, 2019, 3:16am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/9 "2019-05-14T03:16:31Z")
Shannon, They will need to write back to [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org) and tell them their problem has not been fixed. ---
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 14, 2019, 3:16am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/10 "2019-05-14T03:16:37Z")
I found this today and sent it to everyone and told them if they aren’t currently doing this to set it up now. It’s too late for at least two of them, but should save the headache for the rest. [https://www.scouting.org/wp-content/uploads/2019/03/March-2019-SB-Blog\_03132019.pdf](https://www.scouting.org/wp-content/uploads/2019/03/March-2019-SB-Blog_03132019.pdf) ---
**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:** [May 14, 2019, 4:02am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/11 "2019-05-14T04:02:24Z")
As a follow-up to my earlier post, none of the senior scouts in our troop had any trouble logging in to Scoutbook during the PLC earlier tonight. @ShannonFry, what ultimately resolved your scout’s dilemma? Did you just have them all create my.scouting accounts? ---
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 14, 2019, 1:21pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/12 "2019-05-14T13:21:51Z")
The first scout it happened to didn’t say anything to me about it-but it took a month to get it straightened out with Scoutbook tech support. The second scout is in the middle of it now, and is currently stuck in a perpetual loop of one site asking for the other site’s credentials and neither site accepting anything from him. Second ticket has been filed. Last night at our meeting I told ALL the scouts aged 13-18 that it appears to be a potential issue, and gave them all the information verbally and via email on how to set up SSO according to this document [https://www.scouting.org/wp-content/uploads/2019/03/March-2019-SB-Blog\_03132019.pdf](https://www.scouting.org/wp-content/uploads/2019/03/March-2019-SB-Blog_03132019.pdf) I’m hoping that having them set up the my.scouting accounts will preempt any future issues. On another note, am I in a bubble thinking that expecting youth members would have a my.scouting account was a bit off the mark? ---
**Author:** ![edavignon](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/edavignon/32/16_2.png) [@edavignon](https://discussions.scouting.org/u/edavignon)\ **Post date:** [May 14, 2019, 1:56pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/13 "2019-05-14T13:56:04Z")
Shannon, Can you post the SSD number received in one of the automated e-mails from [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org)? I’ll ask SSO developers to look into it. ---
**Author:** ![ShannonFry](https://avatars.discourse-cdn.com/v4/letter/s/6f9a4e/32.png) [@ShannonFry](https://discussions.scouting.org/u/ShannonFry)\ **Post date:** [May 14, 2019, 4:26pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/14 "2019-05-14T16:26:45Z")
I don’t have it-the scout and his parent filed the ticket. If I can get in touch with him later today, I’ll ask him for it. > edavignon [1] Ed D’Avignon [2] Scoutbook User Advisory Council > May 14 > > Shannon, > > ## Can you post the SSD number received in one of the automated e-mails from [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org) [3]? I’ll ask SSO developers to look into it. > > ## Visit Topic [4] or reply to this email to respond. > > IN REPLY TO > > ShannonFry [5] Shannon Fry [6] > May 14 > > ## The first scout it happened to didn’t say anything to me about it-but it took a month to get it straightened out with Scoutbook tech support. The second scout is in the middle of it now, and is currently stuck in a perpetual loop of one site asking for the other site’s credentials and neither site a… > > Visit Topic [7] or reply to this email to respond. > > To unsubscribe from these emails, click here [8]. > \* > > ## Links: > > [1] [https://discussions.scouting.org/u/edavignon](https://discussions.scouting.org/u/edavignon) > [2] [https://discussions.scouting.org/u/edavignon](https://discussions.scouting.org/u/edavignon) > [3] [mailto:scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org) > [4] > [@Scouts can't login to scoutbook-think it's an SSO issue](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/13): > > Shannon, Can you post the SSD number received in one of the automated e-mails from [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org)? I’ll ask SSO developers to look into it. > [5] [https://discussions.scouting.org/u/shannonfry](https://discussions.scouting.org/u/shannonfry) > [6] [https://discussions.scouting.org/u/shannonfry](https://discussions.scouting.org/u/shannonfry) > [7] > [@Scouts can't login to scoutbook-think it's an SSO issue](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/13): > > Shannon, Can you post the SSD number received in one of the automated e-mails from [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org)? I’ll ask SSO developers to look into it. > [8] [https://discussions.scouting.org/email/unsubscribe/ac278b72e16bc70f22cb1d782867d7e96090a9b2f2d672f7ef181c2ff90677b2](https://discussions.scouting.org/email/unsubscribe/ac278b72e16bc70f22cb1d782867d7e96090a9b2f2d672f7ef181c2ff90677b2) ---
**Author:** ![MatthewGehringer](https://avatars.discourse-cdn.com/v4/letter/m/e9bcb4/32.png) [@MatthewGehringer](https://discussions.scouting.org/u/MatthewGehringer)\ **Post date:** [May 17, 2019, 11:57pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/15 "2019-05-17T23:57:37Z")
All, I am the parent that Shannon is referring to. We are in the perpetual loop that she described. We have emailed Jacqueline Pena and she “reset” the password. I don’t know what an SSD number is, but we got the following user ID: 2233300/ If you need the email address, I can give it to you, but I’d rather not post it on the forum. Please let me know if you can help. Matt ---
**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:** [May 18, 2019, 12:04am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/16 "2019-05-18T00:04:02Z")
Hi, @MatthewGehringer, The SSD number is the BSA Member Care Incident number that would have been included in the automated email you received after mailing [scoutbook.support@scouting.org](mailto:scoutbook.support@scouting.org) with your problem. The SSD number appears in the header information of the email, as well as in the text. One that I got (several months ago) looked like this: ![image](https://global.discourse-cdn.com/scouting/original/2X/b/baa5c4d96749af816ce079ba2a31af07e5086755.png) ![image](https://global.discourse-cdn.com/scouting/original/2X/b/b0db241d1341c2df258f0566c5f664be0ce8cec5.png) ---
**Author:** ![MatthewGehringer](https://avatars.discourse-cdn.com/v4/letter/m/e9bcb4/32.png) [@MatthewGehringer](https://discussions.scouting.org/u/MatthewGehringer)\ **Post date:** [May 18, 2019, 12:07am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/17 "2019-05-18T00:07:58Z")
The SSD number is 67535. ---
**Author:** ![edavignon](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/edavignon/32/16_2.png) [@edavignon](https://discussions.scouting.org/u/edavignon)\ **Post date:** [May 18, 2019, 2:11am UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/18 "2019-05-18T02:11:21Z")
I have asked the developers to look into this case. It may be early next week before I hear anything. ---
**Author:** ![edavignon](https://sea2.discourse-cdn.com/scouting/user_avatar/discussions.scouting.org/edavignon/32/16_2.png) [@edavignon](https://discussions.scouting.org/u/edavignon)\ **Post date:** [May 18, 2019, 10:28pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/19 "2019-05-18T22:28:10Z")
@MatthewGehringer, The developers have told me the issue with the account has been corrected. Please have the user try logging in again. ---
**Author:** ![MatthewGehringer](https://avatars.discourse-cdn.com/v4/letter/m/e9bcb4/32.png) [@MatthewGehringer](https://discussions.scouting.org/u/MatthewGehringer)\ **Post date:** [May 19, 2019, 2:41pm UTC](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283/20 "2019-05-19T14:41:54Z")
Everything appears to be working now. Thanks for your help. [Next page](https://discussions.scouting.org/t/scouts-cant-login-to-scoutbook-think-its-an-sso-issue/109283.md?page=2)