If you are experiencing issues logging into the national system, checking your volunteer training records, or finding that a specific page on scouts.org.uk is freezing or throwing an error, our local District IT HelpDesk cannot fix it.

The national website and its associated member databases are built, managed, and secured entirely by the UK Headquarters team at Gilwell Park. To get your technical issue resolved quickly, you must contact their dedicated Scout Support Centre directly.

The Fastest Ways to Get Support from HQ

The UK Headquarters team provides a few direct self-service and assisted channels to troubleshoot digital errors.

1. Check the National Digital Status Page

Before sending a message, check if the system is experiencing a known nationwide outage or a scheduled update.

• Where to look: Visit scouts.org.uk/contact-us and check the Digital System Updates section to see a live list of technical bugs their engineering team is actively patching.

2. Use Live Chat (Best for Quick Fixes)

If you are running into a login loop or a button that won't click, the national live chat team can often reset your session instantly.

• How to use it: Head to the main scouts.org.uk homepage.

• Look for the purple Support/Chat Now bubble in the bottom right corner of the screen.

• Availability: Monday to Friday, 9:00am to 4:45pm.

3. Raise an Official Support Ticket (Best for Complex Profile Errors)

If your volunteer profile is missing permissions, your training modules aren't validating properly, or you are experiencing persistent bugs, you should file a formal help ticket.

• Email: Send a detailed breakdown of your problem to support@scouts.org.uk using your registered scout email address.

• Web Form: You can submit a formal request directly via the Scouts Support Request Form.

What to Include in Your Message to HQ

To prevent a long back-and-forth email chain, make sure your initial ticket includes these key pieces of information:

1. Your Full Name and Membership Number (if you know it).

2. The exact device and web browser you are using (e.g., iPhone 15 using Safari, or a Windows laptop using Google Chrome).

3. A clear description of the issue, including any specific error messages that flashed on your screen.

Important Reminder: If your technical issue involves a safety concern, an incident report, or an emergency layout covered by the Purple Card, do not use standard web support. Instead, immediately call the Scout Association's 24/7 duty line at 0345 300 1818.