Units not appearing upon login

Scoutbook Scoutbook & Scoutbook Plus Bugs
1

I have someone that cannot see their Pack or their Troop when they log in to Scoutbook. As far as I can tell, they only have one account. From the registrar side, I can’t find anything that would prevent them from seeing their units. Any suggestions?

BSA ID is 12872857

2

Does she have a Scout with a similar name?

3

Yes she does. Their ID is 137253824

4

I did find another Scoutbook account for her. They have been merged.

When she logs in, she needs to log in with her my.scouting username and password – not her e-mail address.