Support

Sign in at events.scoutos.org/home with the email you used to submit the form, open the registration and edit. You can update most fields any time before the form closes.

If the form has already closed or your child has already been checked in, email help@scoutos.org with the event name and your child’s name and we’ll pass it to the organiser.

Sign in at events.scoutos.org/home, open the registration and choose Withdraw. The organiser is notified automatically. You can restore it later if plans change, up until the form closes.

Check your spam folder for an email from noreply@scoutos.org. If it isn’t there, re-submitting the form usually fixes it (we deliver fresh, so a single failed send isn’t fatal). Still missing? Email us with the event name and the email address you used.

Emails are handed to our provider the moment you press the button, but delivery to your inbox can take a minute or two — the page won’t wait around for it, so a form that returns instantly hasn’t skipped anything.

Those come from your group’s Online Scout Manager record — the name, date of birth, address, section, emergency contact and medical fields. We show them so you can check them, but we don’t let anyone edit them here, because OSM is where your group keeps the authoritative copy and an edit here would be overwritten on the next sync.

Correct them in OSM (or ask your section leader to), and they’ll come across. Everything not greyed out — consents, dietary choices, the photo, event questions — is yours to edit as normal.

Get them corrected in OSM, then use “I’ve updated it — check again” on that same screen. We’ll fetch a fresh copy straight away so you can approve it and carry on — you don’t have to start the form again or wait for an overnight sync.

If the fresh copy still shows the old details, OSM may not have caught up yet. Give it a moment and check again; if it persists, your leader will be able to see whether the change saved on their side.

Withdrawing the registration removes it from active check-in and from the organiser’s default views. To have the record fully purged, email help@scoutos.org and we’ll do it within five working days, subject to any safeguarding or insurance retention rules. ID photos auto-delete within seven days of the event regardless.

Make sure the app has permission to use the camera — iOS Settings → ScoutOS Events → Camera. Daylight helps the focus; in shade, tilt the wristband a few degrees so the QR isn’t catching a reflection. If the QR looks worn, search by name instead — the app supports either.

The app supports NIIMBOT D110 and compatible 15 mm thermal-label printers. Turn the printer off, count to five, turn it back on, and try pairing fresh. iOS Settings → ScoutOS Events → Bluetooth should be on. If you’ve paired this printer to other apps, “forget” it in iOS Bluetooth settings first and re-pair through ScoutOS Events.

No printer is fine too — the app works without one. Wristbands can be printed later from the web admin.

The app downloads the day’s registrations as soon as it has signal and keeps them cached for the event. Check-in works without a connection; the scans queue locally and sync when the signal comes back. You’ll see a banner at the top while you’re offline so you know what’s happening.

For belt-and-braces at a remote site, print a paper register from the web admin before you set off.

After a few failed attempts, iOS asks for the device passcode instead — that’s expected. If Face ID has stopped recognising you altogether, iOS Settings → Face ID & Passcode → reset and re-enrol.

The app is locked behind Face ID and a device passcode, so a finder can’t open it. To be extra safe, email help@scoutos.org and we’ll force a sign-out of your account from the server side, so any offline cache becomes unreadable on next launch.

Codes are one-time and short-lived by design. Just request a new one from the sign-in screen and we’ll send it. If the email never arrives, see the “not getting the confirmation email” answer above.

On an attendee who came from OSM, the OSM-owned fields — name, date of birth, section, emergency contact, medical and allergies — are locked for everyone, admins included. They show with a padlock and can’t be typed into. Change them in OSM and they arrive on the next sync; the parent is asked to re-approve if anything material moved.

This is deliberate: OSM holds your group’s authoritative record, so an edit made here would be silently undone. Everything else on the registration stays editable.

Printing needs a check-in or event-admin permission — being able to view registrations isn’t enough on its own. If you look after a group and can see your members but have no print button, that’s why: ask your workspace owner for a check-in permission on the event.

Draft and deleted events are only visible to people who can create and edit events. If your access is read-only — a group lead seeing their own members, say — you’ll see live and past events but no Drafts or Bin tab. Nothing has been lost; it just isn’t yours to act on.

That has its own guide, with a short video for each half: events.scoutos.org/connect. Part 1 is the one-time connection for the group; Part 2 is the couple of minutes you spend per event.