Whether you are a leader struggling to update badge records, a group treasurer fixing a GoCardless subscription glitch, or a parent locked out of the Parent Portal, local District IT support cannot access the platform's backend database.

Online Scout Manager (OSM) is an independent system run by Online Youth Manager Ltd. Because our District team does not own or administer the software, all platform bugs, account issues, data errors, or system-wide upgrade problems must be handled directly by OSM's dedicated support specialists.

How to Get Support Inside Online Scout Manager

The OSM engineering team handles all customer support requests through their internal platform to safely verify your identity and protect sensitive youth data.

1. For Leaders & Administrators (Via the Help Centre)

If you can still log in to your leader account, the integrated Help Centre is the absolute fastest route to a solution.

1. Log in to your account at onlinescoutmanager.co.uk.

2. Scroll to the very bottom of the left-hand navigation menu.

3. Click on the Help Centre link.

4. From here, you can:

   • Search the Knowledge Base: Access hundreds of video tutorials and step-by-step guides mapping out core administrative features.

   • Use the Community Forums: Post your question to a highly active forum monitored directly by experienced Scout leaders, official OSM support staff, and the platform developers.

   • Submit a Direct Data Ticket: If you need a structural data change or are experiencing an accounting breakdown, use the contact portal inside the Help Centre to message staff securely.

2. For Parents (Via the Parent Portal)

If you are trying to make a payment for a camp, complete a health form, or update your child's medical information but the screen is freezing:

1. Log into your account using the unique link sent by your section leader, or go to the standard portal interface.

2. Locate the Help icon / Section at the bottom-left corner of your dashboard menu.

3. Review the bite-sized video user guides tailored specifically for parent accounts.

4. If a payment button or link is completely missing, contact your local Section Leader first—they may need to activate the event or change a closing date from their dashboard before you can access it.

What to Do If You Can't Log In At All

If you are a leader completely locked out of your account and the standard "I can't log in" password recovery tool fails, you can reach out via their basic external contact page:

• Web Form: Visit onlinescoutmanager.co.uk/contactus.php to fill out an authenticated message submission. Ensure you accurately mark whether you are a "Leader" or a "Parent using Parent Portal" so your query routes to the correct team.

Is it an active emergency? Remember that OSM is purely an administrative tool. If you are currently out on an activity or camp and experiencing a critical incident, safeguarding emergency, or medical crisis, bypass all software channels and immediately trigger the national emergency guidelines outlined on your Purple Card, or call the Scout Association's 24/7 duty line at 0345 300 1818.