The Support Centre Portal is your starting point for finding answers, requesting help, and tracking your support requests with Scouts Canada.

Whether you're looking for information in the Knowledge Base, need help with MyScouts or registration, or want to submit a specific request, this guide will help you understand the tools available and how to get the most out of the portal.

Want to see the portal in action? Watch our recorded Live Demo & Q&A: Navigating the New Support Centre Portal above and check out the presentation deck for more information.

 

Start by looking for an answer

You don't need to log in to begin exploring the Support Centre Portal.

From the portal, you can:

• Search the Knowledge Base using keywords or questions.
• Browse articles by category.
• Sort search results to help find the most relevant information.
• Review suggested articles and news.
• Ask questions using the chatbot.

If the chatbot can't provide the answer you're looking for, it can help direct you toward submitting a support request.

Help us improve the Knowledge Base

At the bottom of a Knowledge Base article, you can tell us whether the article was helpful.

If something is incomplete, incorrect or unclear, select the appropriate feedback option and tell us what could be improved. Your feedback is sent directly to the team responsible for maintaining the Knowledge Base.

You don't need to submit a separate support request just to suggest an improvement to an article.

Create your Support Centre Portal account

You can browse public information without an account, but creating an account gives you access to additional features, including submitting and tracking your support requests.

To get started:

1. Select Register Now.
2. Enter the requested information and accept the privacy policy.
3. Submit the registration form.
4. Open the verification message sent to your email address and follow the confirmation link.
5. Return to the portal and sign in.

Important: Your Support Centre Portal account and MyScouts account are currently separate. You can use the same email address, but you'll need to create an account in the Support Centre Portal before signing in.

Set up Multi-Factor Authentication

The Support Centre Portal uses Multi-Factor Authentication (MFA) to help protect your account.

When you first sign in, you can authenticate using a verification code sent to your email address. You can also configure additional authentication methods from Profile > User Preferences > Configure Multi-Factor Authentication.

Available options include:

• An authenticator app, such as Microsoft Authenticator or Google Authenticator.
• Supported device-based biometric authentication.
• Hardware security keys.
• Passkeys.

If email verification codes are slow to arrive, configuring another authentication method can provide a convenient alternative for future logins.

Read Understanding MFA in ServiceNow for more information on how to update your MFA preferences.

Submit a support request

If you can't find the answer you need in the Knowledge Base, select Submit a Request to browse the available Request Forms.

Using the right form helps collect the information needed to understand your request and route it to the appropriate team.

Request Forms are available for needs including:

• General Support
• Registration and MyScouts support
• General IT support for volunteers
• Certificates of Insurance
• Volunteer screening documentation
• Refunds
• ScoutShop requests
• Creating a new Group or Section
• Award nominations

Not sure which form to use? 

For general registration or MyScouts assistance, use the General Support Request and select Registration Support as the support type. If applicable, select MyScouts Support as the topic.

The General IT Request is intended for technology needs such as system or application access, shared mailboxes, SharePoint, OneDrive, licensing and permissions rather than MyScouts support.

Tip: Choosing the most appropriate Support Type and Topic helps route your request to the right team.

Use specialized Request Forms when available

If there's a specific Request Form for what you need, use it rather than submitting a General Support Request.

For example, the Certificate of Insurance form collects information such as the Group, event dates, required-by date, requested coverage and event details. Providing this information through the form gives the team the details needed to process your request.

Similarly, volunteer screening documents such as police record checks and vulnerable sector searches can be submitted through the Submit Screening Documentation form.

Remember: Make sure you select Submit when you're finished. Uploading a document without submitting the form does not send the request to the Support Centre.

Track your requests in one place

When you're signed in, My Support Requests gives you one place to keep track of the requests you've submitted.

You can use it to:

• Find your case number.
• Check the current status of a request.
• See when it was last updated.
• Review the activity and conversation on the case.
• Provide additional information.
• Add attachments.
• Review resolved and previous requests.

You'll also receive email notifications when your request is submitted and when updates are made to your case.

Following up on a closed request

Once a request has been closed, it can't currently be updated through the same case.

If you need additional assistance, submit a new request and reference the previous case number. If you're using your portal account, the Support Centre can also see your previously submitted cases for reference.

A few other things to know

Volunteer screening

Submitting screening documentation through the Support Centre Portal doesn't change the existing volunteer approval process. Once all screening requirements are completed, the existing automatic approval process continues.

A Group Registrar can also submit screening documentation on behalf of a Scouter. Avoid having both people submit the same documentation, as duplicate cases won't speed up processing.

Registration still happens through MyScouts

The Support Centre Portal is currently for support and self-service information.

Registration continues through MyScouts or Scouts Canada's existing registration channels.