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ROSE - FAQ

 

We are currently developing new help tools and guides for the
newly improved and updated ROSE registration site.

 

Please keep watching this space for coming additions.

ROSEFrequently Asked Questions

 

 

Tip: To help find a Q/A that closely addresses your question, press Ctrl+F on your keyboard to open a search box, and type in a keyword or two--such as "pending" or "transfer".

 

 

Most Common Questions/Issues

No. 1 most common question: I am trying to create an account and the message says "Customer Not Found"

 

I can't remember my username and/or password.

 

The menu that should be in the upper-left is entirely missing.

 

When entering my address, I received an error message which contains "non-USPS validated address", what does this mean?

 

Is a parent signature required for online membership renewal?

 

I cannot access the "Troop Management" function so I can't see my troop online.

 

What happens if a girl wants to renew her membership but is transferring to another troop?

 

How long will my position be in "pending" status?

 

I (or my daughter) just registered online and became a new member. What can I (she) expect now?

 

General Questions

Who is able to renew online?

 

Can a graduating senior pay for a lifetime membership using ROSE?

 

What payment methods are accepted for online membership renewal?


What are the benefits of online membership renewal for parents?


What are the benefits of online membership renewal for troop leaders?


How do parents/guardians and adults renew membership?


What can a parent/guardian do when renewing a girl and/or adult registration?


The menu that should be in the upper-left is entirely missing.


I (or my daughter) just registered online and became a new member. What can I (she) expect now?


I have registered my daughter as a new member online. What happens now?


Account Questions

Is a separate logon required for each person?

 

I can't remember my username and/or password.

 

What are the specifications for the username and password for ROSE Online Registration?

 

I am trying to create an account and the message says "Customer Not Found"

 

I can register my daughter but I cannot register myself. (Or the other way around.)

 

Will we get a membership card when registering with ROSE?

 

What if my school is not listed in the dropdown when creating or updating my girl's profile details?

 

What if my employer is not listed in the dropdown when creating or updating my profile details?

 

I clicked on the link that was sent to activate my account and I received an error message.

 

When entering my address, I received an error message which contains "non-USPS validated address", what does this mean?

 

Why does my registration show "Unpaid"?

 

What if I don't receive an email welcoming me to Girl Scouts after completing online registration?


Is a parent signature required for online membership renewal?


What types of transactions must be done offline (or back office) by council staff in the online membership renewal environment?

 

Online Troop Management – For Leaders!

What are the benefits of online troop management for troop leaders?

Who has access to online troop management?


How to Update Troop meeting Information?


What information can leaders see in Troop Management?


Should troop leaders renew memberships through online Troop Management?


How does a troop leader renew membership registrations before September 30?


Why can’t a troop leader register members through the Troop Management roster after 9/30?


What happens to the Troop Management Hub roster after 9/30?


Should troop leaders use online troop management after 9/30 to renew lapsed members—prior year members who did not renew?


What happens if a girl wants to renew her membership but is transferring to another troop?


What types of changes to a membership record must be done offline or by Council staff?

 

Position Codes

I just added my 01 position but I don't have access to Troop Management. Why?

 

How long will my position be in "pending" status?

 

Can more than one adult be listed as the 01 for a troop?

 

Who is able to renew online?

  • All girls and adults registered in 2012-2013 who have a valid email address in the membership software (Personify) will be able to activate an account and create a user name and password. An account is needed for each Girl Scout member. For example, a parent of two Girl Scout members will need to create two ROSE accounts (one for each girl), and a third for herself if she wishes to have an adult membership.
  • Parents and guardians may renew membership for girls. When activating an account for a girl member, the girl's first name, last name and parent/guardian email may be used.
  • The email address must be recorded on the Girl Scout member's record before an account can be activated. The email address is used in the activation process, to verify that the owner/guardian of the record is the person activating the account. To ensure this security, account activation is a multi-step process. Account activation only needs to be done once.
  • Those wishing to pay with a check, those requesting financial assistance, girls graduating from high school and becoming adult Girl Scout members will continue to use paper registration forms.

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Can a graduating senior pay for a lifetime membership using ROSE?
At this time a graduating senior can not use ROSE to purchase their lifetime membership at the special discounted rate. They will need to use a paper registration form.
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What payment methods are accepted for online membership renewal?
Credit and debit cards are accepted. Check, cash and financial assistance applications require use of a  paper registration form.
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What are the benefits of online membership renewal for parents?
It’s green. It’s fast, easy and convenient. It provides accurate spelling and contact information.
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What are the benefits of online membership renewal for troop leaders?
No depositing money at the bank. No completed dues summaries and troop worksheets. No waiting to know who’s registered.
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How do parents/guardians and adults renew membership?

See the Membership Renewals User Demo.
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What can a parent/guardian do when renewing a girl and/or adult registration?
1. Update demographic and contact information
2. Make a donation directly to GSMH
3. Pay for the membership and the donation
4. Print a membership card for the current membership year
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The menu in the upper-left is entirely missing.

Once you create your ROSE account, and log in to the ROSE online registration site, you should see a list of menu options in the upper-left of the Web page, with links ranging from "Home" to "Contact Us." If you are using Windows 8 or Internet Explorer 10, this menu may "disappear." The way to get it back is by putting your Web browser into "compatibility mode."

To run ROSE in Compatibility mode in Internet Explorer 10:

Customers running IE10 will need to run ROSE in the browsers compatibility mode.  To do this they can do one of the following three steps:

  1. Press F12 and choose the different browser mode.
  2. Right click on the top bar within IE10 and check, "Menu bar" > Click on "tools" > compatibility view settings > Check, "display all websites in compatibility mode"
  3. There is a compatibility icon that is usually located near the address bar and it looks like a piece of torn paper. They can also click on that.

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I (or my daughter) just registered online and became a new member. What can I (she) expect now?
You can expect a welcome confirmation email and a follow-up communication from one of our membership staff.
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I have registered my daughter as a new member online. What happens now?

Girls have the choice to participate in Girl Scouts through any of the following Pathways: Troop, Event, Camp, Series, and Travel. However girls choose to participate, they are Girl Scouts.

If you are joining Girl Scouts and would like to be in a troop, you may not be placed immediately. Unfortunately we do not always have enough adult volunteers to lead a troop in your area and, therefore, we cannot guarantee troop placement. As soon as your daughter has been placed in a troop you will be notified.

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Account Questions

 
Is a separate logon required for each person?
Yes. Each indvidual must have a unique user name and password to access her/his account, renew a membership, and make a donation. The logon is linked to an individual's customer account. Only troop leaders with a 01 position code can see multiple members -- troop members -- through online troop management. Therefore, a parent of two Girl Scouts needs to have two separate logons to renew each daughter's membership and make a donation.
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I can't remember my username and/or password.

Use the links on the login page, Forgot Username? or Forgot Password?

For assistance please contact the ROSE Helpdesk.
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What are the specifications for the username and password for ROSE Online Registration?
The username has no required specifications. The password must be at least 7 characters long with at least one number.
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I am trying to create an account and the message says "Customer Not Found"

Do not continue to try to enter the system or create a new customer. The system was unable to match your first name, last name, and email address to any record in the database. Usually the problem is with your email address or how your name is spelled in our database, and we need to make a correction.

For assistance please contact the ROSE Helpdesk.
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I can register my daughter but I cannot register myself. (Or the other way around.)
Make sure you are not still logged in as your daughter. The logged in name appears in white letters in the upper right corner of the screen.
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Will we get a membership card when registering with ROSE?
Yes, you will be able to print a membership card online.
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What if my school is not listed in the dropdown when creating or updating my girl's profile details?
Choose “other” and  contact the ROSE Helpdesk informing them of the school the girl is currently attending. The subject line should read: School Information. (Select "Home School" if that is the apporpriate option for you.)
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What if my employer is not listed in the dropdown when creating or updating my profile details?
Choose "other" and contact the ROSE Helpdesk informing them of the company you work for. The subject line should read: Employer Information. When providing your employer information, please submit a full employer name with no abbreviations.
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I clicked on the link that was sent to activate my account and I received an error message.
The link to activate your account is very long and some email clients break it to fit their character count. Please copy and paste both parts of the link, in order, into your web browser. This will take you to the proper page to finish your online membership renewal.
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When entering my address, I received an error message which contains "non-USPS validated address", what does this mean?

The council database does not have what you entered for your address as a valid United States Postal System address. This is a hard stop (will not allow you to continue until corrected). Confirm the proper spelling of your address (also try spelling out abbreviations such as "Street" instead of "ST" and "North" instead of "N").

If the system will still not accept your address, contact the ROSE Helpdesk.
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Why does my registration show "Unpaid"?

New members always have a position as "Unpaid" for 24 hours after they are registered, even if the membership fee has been paid. The "Unpaid" position will drop off automatically after 24 hours. If the member is a girl, she should also have a position of "Girl Member" and adults should have a position code of 14. If the members only show the position of "Unpaid", then the payment wasn't yet processed.
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What if I don't receive an email welcoming me to Girl Scouts after completing online registration?

Sometimes these type emails are mistakenly sent to the spam or junk folder. Please make sure to check it first. If it is not in your spam folder, contact the ROSE Helpdesk.
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Is a parent signature required for online membership renewal?

No. The parent/guardian’s online purchase of a Girl Scout membership replaces the need for a signature.

However, if a volunteer leader (01) registers a girl online, the leader will still need to collect a signed registration form and send it in to the council office. The parent/guardian's online registration of their girl avoids this extra record-keeping.
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What types of transactions must be done offline (or back office) by council staff in the online membership renewal environment?
  • Lifetime memberships at the discounted rate--graduating GS Ambassadors only--must be processed by council staff and therefore require the use of paper membership registration forms.
  • Grade changes must be done by Council staff.
  • Name changes must be done by Council staff, for example, spelling corrections, hyphenated names, new last names. Contact the Rose Helpdesk.
  • Position code assignments must be done by Council staff. To request a position code/assignment with multiple troops, please use the ROSE Self-Reporting Feature available during membership renewal and from My Account. For instructions on how to use this feature, please see Customer Profile Management. Requests can also be made from the Change Member Info form.
  • School changes must be done by Council staff.
  • Troop transfers must be done by Council staff.

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Online Troop Management – For Leaders!

Online Registration includes a tool for leaders called Troop Management. Any leader with a 01 Position Code may access this page.
 
 
What are the benefits of online troop management for troop leaders?
  1. Know who’s registered in the troop and who’s not
  2. Email parents (the email address is “from” the leader)
  3. Print rosters
  4. Update girls’ and parents’ contact information
  5. Update troop meeting information
  6. Print membership cards for girl and adult members
For a demonstration of online troop management, see the help page:
 
Who has access to online troop management?
Access to online troop management is by troop. Only screened troop leaders with a 01 position code in the Personify database for a specific troop have access to online troop management for that troop. If a troop leader has more than one troop, she must have a 01 position code on record for each troop in order to have access to online troop management for all her troops. Assignment of position codes and troops in ROSE are done offline by council staff. To request a position code or assignment with multiple troops, please use the Self-Reporting Feature available during membership registration/renewal and from My Account. See Customer Profile Management.
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How to Update Troop meeting Information?
    1. Login to your Online Registration account. Click on Troop Management found on the left side.
    2. Click on Meeting Information link
    3. Provide/update the information from the drop down menus or enter information
    4. Save changes

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What information can leaders see in Troop Management?
The leader can see each individual’s registration status and the information that is contained on a membership registration form: parent/guardian contact information, grade, school, age, Girl Scout history, custodial care, racial/ethnic background.
 
Should troop leaders renew memberships through online Troop Management?
It’s preferable for everyone that parents/guardians renew girl memberships online and adults renew their individual registration on line. However, the troop may decide, with the consent of the parents and guardians, that the troop leader will renew the girls’ membership. The leader must collect paper registration forms with parent signatures prior to renewing registration for troop members. The leader may do this prior to September 29 and pay for the registration using a troop debit card. For a demonstration on registering a troop, see the help page:
 
How does a troop leader renew membership registrations before September 30?
It is highly recommended that parents/guardians renew their girls for a variety of benefits to themselves and the volunteer leader -- not the least of which this prevents leaders from having to continue to collect signed paper membership registrations. However, troop leaders may (re-)register troop members: see the Troop Member Renewal help.
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(Renew before July 1 and receive a free Early Bird patch for every girl registration!)
  1. Get a completed and signed registration form from the parent/guardian of each girl whose membership will be renewed
  2. Enter Troop Management (must have an approved 01 Position code for the troop for the current year)
  3. Check the boxes of members to renew
  4. Click on the drop down option and select “Renew”
  5. Edit or add information when prompted for each member
  6. Enter credit card information and process payment
  7. Print Order Summary for your records
  8. If registering before the Early Bird deadline of July 1, print out the order summary page showing the number of girl registrations and bring it to Council Resource Center to receive your patches
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Why can’t a troop leader register members through the Troop Management roster after 9/30?

The Troop Roster shows girls registered for the current member year. The new membership year begins 10/1, so only members who have renewed their membership as of that date will show on the roster. Girl and adult members who have NOT renewed their membership for the new membership year disappear from the roster.

Do not add previously registered girls or adults via Troop Management as this will create duplicate records. To make sure all girls and adults continuing in troops appear on the troop roster, enter the email addresses for the missing members. Email parents and make sure they renew registrations by activating the member’s Online Registration account and purchasing a Girl Scout membership.

 
What happens to the Troop Management Hub roster after 9/30?

Girls/adults who have not renewed their membership for the new membership year disappear from the roster. The roster will only include registered members for the current membership year.

 
Should troop leaders use online troop management after 9/30 to renew lapsed members—prior year members who did not renew?

No. Adding previously registered girls/adults via the Troop Management Hub after 9/30 will create duplicates in the database. To make sure all girls and adults continuing in troops appear on the troop roster, troop leaders should enter members' missing email addresses in the Troop Hub, email parents/adult members the "Membership Renewal Invitation/Instructions," which is a link located under Useful Links on the Troop Hub, and remind them to renew by 9/30.

 
What happens if a girl wants to renew her membership but is transferring to another troop?
Renewals are existing orders in Online Registration so it is a two-step process:
  1. A girl’s parent/guardian purchases existing order online to renew membership with the existing troop.
  2. The parent, or current troop leader or new troop leader initiates a troop transfer using the member change form.
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What types of changes to a membership record must be done offline or by Council staff?
  1. Grade changes. Use the Change Member Info form
  2. Name changes – contact the Rose Helpdesk
  3. Position code assignments. Use the Change Member Info form
  4. School changes. Use the Change Member Info form
  5. Troop transfers. Use the Change Member Info form
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Position Codes

 
I just added my 01 position but I don't have access to Troop Management. Why?

When an adult adds a position from their My Account page, the status is "pending" until someone at council approves the position.

 
How long will my position be in "pending" status?

It usually takes no longer than two business day before we approve your position. If you add your position on a Friday night, however, the position will not be active until the following Tuesday. In some circumstances, where you are new to the position or additional approvals are needed, additional time may be required.

 
Can more than one adult be listed as the 01 for a troop?

No, a troop can only have one 01associated with the troop.

 

 

Other Help Pages

  • Creating your new Online Registration account
    Existing council Girl Scouts and adult members must create a login to manage their accounts and register online.
  • Membership renewals
    Members can renew their membership online from My Account in just a few simple steps.
  • New member registration
    New members can register online.
  • Troop maintenance
    Troop leaders can send emails to their troops, print rosters, update troop meeting information, and update contact information for the members of their troops.
  • Troop renewals
    Troop leaders can re-register all or some of the girls in their troop.
  • Troop new member registration
    Troop leaders can register new members to their troops online.
  • Donations
    Members, and even visitors, can make contributions to the council any time throughout the year or during member registration.