Good morning. I have had a ticket opened for several weeks on a topic that I believe is now being conflated with the current e-mail issue with AWS and Sendgrid. The communication with support does not list an incident or ticket number to reference here. My replies and further inquiries are not being replied to for the last week. Hoping for some help here. We had a scout and his parents leave the pack last year. Their accounts were disabled. This year, they returned. Our Cubmaster created new accounts for them. The father claimed he could not log into his account. Likely he was using the login for the disabled account. I realized what had happened and deleted the newly created accounts and re-activated the old, de-activated accounts. All seemed well, except the father could not receive any communications. The mother’s account works fine. We tried everything we have the power to try, changed the e-mail address, removed and re-added it, deleted the account and re-added it again, etc… nothing works. He now has an active account with a “1” at the end of the login name. He can not log into this account as he did not get the e-mail invitation for it nor does he get any of the password reset e-mail notifications. He’s stuck. My guess is there is a database conflict with the old account somewhere that is not allowing him to have e-mails sent from his account. We have checked his SPAM, all folders, trash, etc… We have also checked to ensure he didn’t unsubscribe from Troop Track. He did not and it’s nost listed in the e-mail issues log we have access to in TT. Could someone kindly look into this account. The current account login name is “joshzercher1”.
Thank you!!!
Note: We also checked in gmail that he did not block the trooptrack e-mails, he has no blocked addresses in gmail. 
Unfortunately right now with the e-mail system being down the password reset e-mails will not go out. I have seen some similar issues in the past where the same e-mail address is used for two user accounts the system sends out a password reset e-mail but the wrong account is reset. I have had luck using a different e-mail address, that is of course when the password reset e-mails can be sent out. Once the e-mail system is fixed try a different e-mail address again and see if the password reset e-mail gets to him.
OK. We did change the e-mail address on the account prior to the current e-mail issue. Additionally, even Den Leader notifications and event notifications are not being sent to his account/e-mail. This, again, is before the current AWS/Sendgrid situation. Could someone please 1) check the backend system and maybe purge any accounts for Josh that exist other than his current “joshzercher1” account? Maybe if the old accounts are purged, this would help and 2) once the current e-mail situation is remediated, could we test together or get someone specific to review this? Support through e-mail and the ticket created has been choppy and effective.
Appreciate the help and understand we should wait until e-mail is functional again.
Thank you!
I can talk to support and see what they can do.
Just an FYI - now that the email for Troop Track, generally, is flowing, I need support to resolve this issue. We tested this morning and Josh still receives no emails from TT, either events, password resets, etc…. Please help anyone at TT!!! Support has had this for many weeks.
I let Pushkaraj with TT support know and he e-mailed you. Hopefully he can find a solution.
If that is who emailed me about an hour ago they continue to say the same thing. “Now that email is working, everything should be fine.” It’s not. I’ve emailed support 6+ times telling them the issue with this account pre-dates the outage and we’ve tested this morning and it still does not work. They closed the ticket, again. I responded and so did the parent asking for it to be opened again and reviewed. So frustrating.
I reached back out to him and let him know the issue persists and existed before the outage.
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Is there any way to get further updates on this, Aaron? The support team seems to be ignoring the issue altogether, now.
I got a response from @Pushkaraj yesterday and he said he would check on it.
@JoeWertz, Did this get resolved?
Yes, they finally fixed this and cleared the account issue that was causing the notifications to not be sent to the account e-mail. Thanks for following up.