Have you tried calling their customer service? I recently had to do and I have to say I was pleasantly surprised - especially since I had previously emailed them and got back an answer that obviously would not solve my problem, and when I emailed them that their solution would not work, I never heard from them again. (The problem had to do with my account name, which had worked on myscouting.org, but did not work on my.scouting.org.). When I called, I was expecting to be on hold for at least 30-45 minutes and then be bounced from person to person until, hopefully, someone knew what I was talking about and could help me. So imagine my shock when a person picked up the phone after 5 minutes, and that person knew what I was talking about and knew how to fix it, and fixed it. She was very professional and helpful. (The actual fixing took about 20 minutes, but that was just how the system worked.)
It is so rare that I have anything positive to say about anything connected with the workings of National, I thought that in fairness I should mention this.