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Soutbook can't locate scout

I cannot link one of my sons to my Scoutbook account. One of them linked just fine, but when I search for the other one using his BSA number/ zip/ DOB, I get a pop up that says “Can not locate scout”. He has a my.scouting.org log-in, so it’s nothing like that.

How are you trying to connect? Are you using the Scouting mobile app?

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