Locked out - can't renew

1

Our AHG troop is having several issues regarding renewal and expiration. We already put in a support ticket on Sunday for the primary issue #1 (see below), but have not gotten any feedback. I have seen at least a similar issue reported in the past, but it seems sporadic, so there could be different technical causes. I’m also mentioning here two other weird issues that are related which perhaps someone can explain.

  1. PRIMARY URGENT ISSUE: We are locked out and unable to put in payment information successfully. We received a notice on the day our renewal was supposed to go through automatically (Monday 10/14) that after 4 attempts, it was failing. Our Coordinator removed the old subscription and tried to put in a new one. She got an error and was unable to put in new payment information. She put in a support ticket, and a trial subscription was created to give us more time. However, the payment information processing was never fixed, and she has remained unable to put it in. Meanwhile, the trial expired on Sunday, 10/19, and we have been locked out since. She put in a support ticket immediately, but never heard anything back. If there is any way to escalate this issue, we really need to be able to function. After 2 weeks without email functionality, now we’re trying to give you money anyway and can’t!!
  2. A related weird issue is that there were 5 people who received the email about the expiration. But we’re not sure how TroopTrack decided which 5 people to send this to. Two of them are our Coordinator (account holder) and Vice Coordinator. But the others are our Advancement Chair, Camping Director/Assistant Unit Leader, and a former Treasurer/Current Unit Leader. Is there a way to determine who is contacted with issues like this?
  3. And another related and even weirder issue is the names listed on the landing page of who to contact when people are trying to access our (expired) account. The names include people who haven’t even been active in our troop for many years, as well as a couple that are active (some of whom should be listed, like our Coordinator, and some of whom shouldn’t, like our former Treasurer). Again, where are these names being pulled from, and how can we change this?

Any help we can get to escalate or resolve this issue would be greatly appreciated!

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  1. Unfortunately Support is offline for holiday, he will return Thursday morning. What AHG Troop number are you and I will send it over to Tyler and see if he can take a look before @Pushkaraj is back Thursday?
  2. I believe everyone who has “Manage troop settings: Change TroopTrack settings and basic information about your troop.” will get the notification about renewal. If not that one there is some specific Privlege tied to it.
  3. Once you are back in check your Gear Menu - Settings - Troop Info, see who the owner is and if there is any other names listed in the Description. Not sure how AHG works but in BSA there is a Charter Organization tab that can also have names entered, it is after Calendar Integration, if you have something similar it could also show from there. It is also possible it is tied to a specific privilege.
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  1. Ugh, bad timing then. I appreciate any escalation that can happen. We are Troop MD0413. Megan Mason is our Coordinator and is the one who has been trying to make the payment and put in the support tickets on that. I’m the Advancement Chair and the one with the technical experience to help with application questions and so on (my career in a former life).
  2. When we can get back in, we’ll take a look at our settings. I don’t recall seeing anything in there previously for this sort of thing, but I may have missed it if I wasn’t looking for it.
  3. Again, when we can get back in, I’ll take a closer look.

Thanks for your help and ideas!