Q: Why isn’t my username working?
A: Your username is typically your email address. If you have
more than one email address, try each. You can also use the “Forgot
Your Password?” link to send a reset email to your email address. If
you’re still having trouble, contact email@example.com.
Q: Why aren’t I getting the password reset emails?
A: The password reset emails come from firstname.lastname@example.org,
so please make sure it’s added to your safe senders list. If you
requested the reset email before marking our email address as safe,
check your spam folder. If you’re still not receiving the email,
contact email@example.com to
verify that your username/email address is correct.
Q: How do I reset my password when I no longer have access to the
email address associated with my account?
A: Your council’s Customer Care team can easily change your
username/email address without requiring you to recreate your account.
Q: Why can’t I see my household when I log in?
A: There are a couple of reasons this could happen:
- Another adult family member may be listed as the preferred
contact on the account. That person must log in to renew. Contact firstname.lastname@example.org
if you’d like to be listed as your household’s preferred
- You may have a second or duplicate account with a
different email address. Try a different username. If that works, be
sure to contact email@example.com
to follow up on your duplicate accounts.
Q: Why can’t I see my troop(s) when I log in?
A: There are several reasons this could happen:
- Troops are listed in My Troops and your household is managed
under My Household. If you have more than one troop, look for the
pull-down menu to change between them.
- Check your member
profile to make sure you’re listed as a volunteer in the troop.
- Only troop leaders can manage girls and other adults in the
troop. Check with your council on your status if you cannot see and
manage your troop.
- If your background check has expired,
you may lose access to MyAccount until it is up to date.
Contact firstname.lastname@example.org or
713-292-0300 for additional support.