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Online Registration FAQ

Frequently Asked Questions
 

Is there an instruction manual?

I'm trying to create an account, but it won't accept my name or email address.

I’m trying to create an account, but it says a duplicate customer already exists. What should I do?

I forgot my user name and/or password. I’m trying to reset it, but the system is not accepting my answer to the hint question.

I clicked on the link that was sent to activate my GS-TOP Online Registration account and I received a "page not found" message. What do I do?

Is a separate logon required for each person?

Is a parent/guardian signature required for online membership renewal?

The site says my girl does not have any active memberships when I know she does, and I don’t see the option to renew like the manual said I’d see. What’s going on?

How do I know if my membership is current?

I’m an adult member and just switched jobs. How do I change my employer and occupation?

I’m a Lifetime member, and I’m receiving error messages while editing Race/Ethnicity.

I’ve made changes to my information … why isn’t it showing up?

The “Member Since” date on my account is wrong.

Why does Online Registration refer to members as customers rather than as members?

What security measures are in place for online transactions using Online Registration?

Why does the print button on Order Summary page not work?

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

Who has access to online troop management?

What information can leaders see in the Troop Management roster?

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

How can I see the girls in my troop?

Some of my girls are missing...

How can I add a girl to my troop?

Membership cards list the wrong expiration date….

I have made changes to a member’s information, but it isn’t showing up…

I no longer see the girls in my troop. What happened? I still need to re-register some girls.

 

 

Can't find an answer to your question?

Call us at (855)266-0759 or email helpdesk@gs-top.org

Our toll-free helpdesk is open (8 a.m. - 5:30 p.m. Mon-Thurs) (8 a.m. - 11:30 a.m. Fri)

Q. Is there an instruction manual?
A.Yes. The Online Registration Manual provides step-by-step instructions on how to create an account, purchase a membership, manage your information, and manage troop information. View the Online Registration Instruction Manual

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Q. I’m trying to create an account, but it won't accept my name or email address
A. Your name or email address may be misspelled or missing in your account. You will need to fill out our add/change email or add/change name webform or contact the helpdesk at (855)266-0759 or helpdesk@gs-top.org.

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Q. I’m trying to create a record, but it says a duplicate customer already exists. What should I do?

A. You may be trying to create a record when you already have a record in our system. Please contact the helpdesk at (855)266-0759 or helpdesk@gs-top.org.

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Q. I forgot my user name and/or password. I’m trying to reset it, but the system is not accepting my answer to the hint question.
    
A. You will need to contact the helpdesk at (855)266-0759 or helpdesk@gs-top.org. They will assist you in resetting your username and/or password.

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Q. I clicked on the link that was sent to activate my GS-TOP Online Registration account and I received a "page not found" message. What do I do?

A. 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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Q. Is a separate logon required for each person?

A. 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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Q. Is a parent/guardian signature required for online membership renewal?

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

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Q. The site says my girl does not have any active memberships when I know she does, and I don’t see the option to renew like the manual said I’d see. What’s going on?

A.  A new account was likely created for her instead of activating her existing account. This makes her a “new” customer with no history of current or past memberships. This can easily be fixed by activating her proper existing account. If you need additional assistance, contact the helpdesk at (855)266-0759 or helpdesk@gs-top.org.

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Q. How do I know if my membership is current?

A. Click the link labeled “My Account” in the upper-left menu. Below the menu is the Membership Info box. If you are currently active, it will show your Membership Status as “Active.” If your membership is not current, the box will say “You have no active memberships.”

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Q. I’m an adult member and just switched jobs. How do I change my employer and occupation?

A. Fill out the change of employer webform or contact the helpdesk directly at (855)266-0759 or helpdesk@gs-top.org. Have your new Employer’s full name, your new Occupation, and your GSUSA ID # ready so that your record may be updated with the new information.

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Q. I’m a Lifetime member, and I’m receiving error messages while editing Race/Ethnicity.

A. The changes that you are making are actually being recorded. GSUSA is currently working to fix this issue of the error messages.

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Q. I’ve made changes to my information … why isn’t it showing up?

A. Some information in the system takes 24 hours to update once it has been changed. If your
changes still do not show after 24 hours, contact the helpdesk at (855)266-0759 or helpdesk@gs-top.org.

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Q. The “Member Since” date on my account is wrong.

A. Please ignore this field! It is a system-generated field which does not actually apply to Girl Scouts. Having the field removed from the system would be a costly customization to the software.

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Q. Why does Online Registration refer to members as customers rather than as members?

A. All girls and adults (volunteers, parents/guardians, emergency contacts) who have records in our database are customers. Only those who purchase a Girl Scout membership are members. In other words, Girl Scout members are a subset of customers.

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Q. What security measures are in place for online transactions using Online Registration?

A. The safety and security of your online experience is of the utmost concern to us. We ensure the appropriate physical, electronic, and managerial procedures are in place to safeguard and help prevent unauthorized access, maintain data security, and correctly use the information we collect online.

Protecting the safety of your credit card information is also important to us. We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL is the industry standard in Internet encryption technology, which is a highly sophisticated method of scrambling data as it travels from your computer to our Web site servers. We also encrypt your credit card number when we store your order and whenever we transfer that information to participating merchants.

To make sure you are accessing our secure server before you submit personal financial information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. To double-check for security, look at the URL or Address line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from "http" to "https."

It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.

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Q. Why does the print button on Order Summary page not work?

A. This is most likely an issue with your computer and not an Online Registration issue. If the print button does not work, it is recommended that you press the Print Screen button on the keyboard or copy/paste the information into an application such Microsoft Word and print from that application.

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...For Troop Leaders

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

A.

  • Know who's registered in the troop and who's not.
  • Email parents. (The email address in "From" is the leader's.)
  • Print rosters.
  • Update girls and parents' contact information.
  • Update troop meeting information, including the troop's grade level.
  • Print membership cards for girl and adult members.

For a demonstration of online troop management, click here: http://ceslearning.girlscouts.org/ebizdemos/standalones/TrpMaintenanceCoverPage.htm

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Q. Who has access to online troop management?

A. Access to online troop management is by troop. Only volunteer 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 Online Registration 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.

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Q. What information can leaders see in the Troop Management roster?

A. The leader can see each individual’s registration status and the information that is contained on a member registration form only: contact information; grade; school; age; Girl Scout history; custodial care; racial/ethnic background. The leader does not have access to the order processed by the parent.

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

A. 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.

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Q. How can I see the girls in my troop?
A. You must be designated as the Troop Leader (Position ‘01’) to have access to the troop members’ information. Once you have logged into GS-TOP Online Registration website, click on the words Troop Management on the left side which will take you to the troop management page. If you are the leader for more than one Troop, you will see a drop down box that will display all your troop options. After you select the correct troop, you will have access to your troop meeting information, and each current member in your troop including girl and adult members. For more details on each member’s record, click on the member’s name to access their contact and/or guardian information.
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Q. Some of my girls are missing...
A. If paper forms were submitted to the council office for registrations, it is possible that they may be in the queue for processing. Girls can only be registered with one troop at a time. If the “missing” girls were previously registered with another troop, you need to work with your Membership Specialist to have them transferred to your troop.
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Q. How can I add a girl to my troop?
A. If a girl is currently registered in a different troop and needs to be transferred to your troop,
fill out the troop transfer form located at www.gs-top.org/webform
If the girl is new or her membership registration is expired, you will need to have the girl’s parent/guardian register her and then request a transfer as stated above. You may also turn in a completed paper registration form and payment for $12 to the Service Center for processing.
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Q. Membership cards list the wrong expiration date….
A. The cards are reflecting the current year. They will show the correct expiration date when the new Girl Scout year begins.
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Q. I have made changes to a member’s information, but it isn’t showing up…
A. Some information in the system takes 24 hours to update once it has been changed. If your
changes still do not show after 24 hours, contact the helpdesk at (855)266-0759 or
helpdesk@gs-top.org.
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Q. I no longer see the girls in my troop. What happened? I still need to re-register some girls.
A. The troop list only shows active members. At the end of the membership year, all members who
have not renewed their membership registrations for the upcoming year no longer display on the troop screen. You are strongly encouraged to complete online membership renewals before
September 30th to prevent this from happening. If this happens to any member of your troop, have the parent/ guardian go on line and renew the girls’ membership, OR have the parent/guardian complete a paper copy of the registration form and submit it with payment to the service center.