Here's what to expect when you email or submit a request to Scouts | Terrain Support.

1. You'll get an acknowledgement straight away

As soon as your request arrives, we'll send an automatic email confirming we've received it. It includes your ticket number (it looks like #12345) – keep this handy if you need to follow up. Replying to that email adds your message to the same ticket.

2. Include your membership number and branch

To look into your query we need two things:

• Your membership number (or the membership number of the member the query is about)
• Your branch – the state or territory you're registered with

If you didn't include these in your first message, just reply to the acknowledgement email with them. If your query involves more than one member, please list each membership number.

3. A member of the team will reply

Terrain Support is a small team, so responses can take a few days at busy times. When we reply, your ticket is marked as Awaiting Reply – that means the next step is with you (for example, we've asked a question or suggested something to try).

4. Reminders and closing

If we've replied and haven't heard back from you:

• After 7 days we'll send a friendly reminder.
• After 14 days we'll close the ticket and let you know.

A closed ticket isn't gone – reply to any of our emails and it reopens automatically, with the full history intact. You don't need to start a new request.

Tips for a faster resolution

• Describe what you were trying to do, what happened, and any error message you saw.
• Screenshots help enormously – just attach them to your reply.
• Check the other articles in this help centre first; many common questions (logins, adding members, recording achievements) are covered here.