I am having issues logging in to my Scout's account.

For Scout Accounts:

• Reset your password using the forgot username/password option on the login screen.
• Confirm your username by using the forgot username/password option on the login screen.
• When using forgot username/password, the email address or phone number you use for the reset must match the account.
• If you are having trouble receiving the multi factor authentication code, please see I did not receive my Multi-Factor Authentication code.
• If you are having trouble with biometric authentication, try turning it off. Please see I am having trouble logging in using the biometric authentication.
• Close the app completely, then reopen it and log in again. Ensure it's not running in the background. You might need to force close it (instructions vary by phone).
• If you have multiple Scouts, log out of all accounts and try logging in again one at a time.
• Delete the app, then reinstall it. This will reset your device identifier.
• Disable VPN, close the app, and try logging in again. 
• If you are using a shared Wi-Fi network, try logging in using cellular data.
• Fully reset the app by deleting the app, restarting your phone, and then reinstalling it. This will reset your device identifier if the app data was cached instead of being fully deleted. 
• If you are logging in to the app, try on the website (https://portal.trails-end.com/login) or vice versa. Note: We are aware that more often than not, you need to get into the app, but trying this can narrow down the problem.

If the problem persists, please contact us at [email protected]. 

Please include:

• Username
• Council, district, and unit you are with (include previous if recently changed )
• Any error messages received
• Details of login attempts
• Steps tried from the above list, with notes on outcomes