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, please feel free to reach out to your
customer care team: email@example.com or 540-777-5100.
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, please contact your customer care team
at email@example.com or 540-777-5100
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 (firstname.lastname@example.org or 540-777-5100) can
easily change your username/email address without requiring you to
recreate your account.
Q: Why can’t I see my family when I log in?
A: There are a couple 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
your council’s customer care team (email@example.com or 540-777-5100) if
you’d like to be listed as your household’s preferred contact.
- You may have a second or duplicate account with a different
email address. Try a different username. If that works, be sure to
contact your council’s customer care team (firstname.lastname@example.org or 540-777-5100) to
merge the two accounts into one.
Q: Why can’t I see my troop(s) when I log in?
A: There are several reasons this could happen:
- Troops are listed on a separate tab from your family. If you
have more than one troop, look for the pull-down menu to change
- Check your member profile to make sure you’re
listed as a volunteer in the troop.
- Not all troop
volunteers can access the troop tab. Check with your council (email@example.com or 540-777-5100) to
see which volunteer roles are allowed to access the tab.
your background check has expired, you may lose access until it is
Your Girl Scouts of Virginia Skyline Council's Customer Care Team
can provide additional support: firstname.lastname@example.org or 540-777-5100