FAQ & Troubleshooting
Treasurer focus
Prioritize account setup, controls, and financial verification responsibilities.
- Validate billing, payment confirmation, and reporting requirements first.
- Coordinate leader access while keeping treasury-only controls restricted.
This FAQ focuses on real troubleshooting scenarios we see during onboarding, invitations, family/member setup, event payment workflows, reporting, notifications, and account administration.
Use this page as a fast decision tool, then jump to deeper topic pages when you need full procedural detail.
How to Use This FAQ
- Start with your selected role in the docs role switch at the top of this page.
- Use Troubleshooting Flow (All Roles) first, then open the role-specific section below.
- When a fix requires a different role, escalate with the exact error text and page path.
Troubleshooting Flow (All Roles)
- Confirm you are in the correct organization account before troubleshooting permissions.
- Check your role and whether the action is role-restricted.
- Reproduce once, capture the exact message, and note page + action taken.
- Use the related documentation links at the bottom of this page for full step-by-step recovery.
Account and Access FAQ
Why do I not see Organization Settings links?
Organization Settings visibility depends on role. Leaders and treasurers can access the admin links; parents and scouts cannot.
Why does invitation setup fail before send?
In Invite User, you must choose Select Member. The invitation validates selected member/account consistency and prevents inviting members who already have users.
If the member is not listed, check member type and inviter role scope first.
How do we follow up on a pending invite?
Open Users, locate invitations marked Awaiting response, then use Resend Invite or Copy Link.
If acceptance still fails, verify recipient email ownership and expired/stale links.
Families and Member Records FAQ
Why can’t we archive a family?
Archiving is blocked when active members exist. The system message is
cannot archive family with active members. Archive or reassign members first, then retry.
Why can’t parents or scouts open all families or all members?
Access is intentionally scoped: parents are limited to their own household context, and scouts do not manage organization-wide family/member records.
Events, Registrations, and Payments FAQ
Why does a registration show owed now and owed later?
Multi-stage events split total cost into scheduled payment stages. Stage deadlines move balances from owed later to owed now as dates pass.
How do we reconcile outside payments (cash/check/PayPal)?
Treasurers should record the payment in TroopForge against the matching event registration so balances, statements, and reports remain accurate even when funds were collected externally.
Communications and Notifications FAQ
I’m not receiving expected email alerts. What should I check?
- Open User Settings -> Profile -> Notification preferences.
- Confirm in-app/email toggles for the specific event type.
- Use Send test email notification to validate delivery.
My notification count is stuck. What should I do?
Open the full notifications list and use Mark all as read. This clears unread state for the current account context.
Leader/Treasurer Operations FAQ
Why does roster import not create records after upload?
Upload only starts preview. You must complete review and submit Confirm Import for changes to apply.
Why are report outputs empty or incomplete?
Validate filters first: account context, date range, and grouping/segment settings. Most empty results are filter-scope mismatches rather than missing data.
Why can’t a leader invite another leader?
Leader invitation scope is limited to parent/scout member types. Treasurer role is required to invite leaders.
Treasurer-only Administration and Billing FAQ
Why can’t a leader or parent change the subscription?
Subscription controls are treasurer-only. Non-treasurer users are directed to
Contact an admin to change.
Why can’t a category be deleted?
Categories with historical requests cannot be removed. The system returns
Cannot delete category with existing requests. Mark as inactive instead.
Why can’t someone else toggle features?
Feature management is treasury-only and enforced by controller guard:
Only treasurers can manage organization features.
Escalation Checklist for Support Requests
- Role selected in docs and role in app (if different, note both).
- Exact page path and action clicked.
- Exact error or warning text.
- Expected behavior versus actual behavior.
- Whether issue is organization-specific or reproducible in another account context.