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13.) I have lost access to my previous email address or, for some reason my previous email address is unavailable to me anymore. Can I still change my email address in Brother’s Keeper?

If you have previously logged in to your account, you may still be able to log in and change your email address in the Profile section of your BK3 account. If your revision was registered correctly in the system, you should receive an automated email address from Brother’s Keeper at your new email address. You may also send an email to cdd.max@kalibobcbp.org with the subject line “Request to change email address” and clearly specify the email address you wish to use with BK3 in the body of your email.

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14.) I have forgotten my password for Brother’s Keeper. Do you have a record of my password?

Your password is unique to you and we have no record of what it is. In this case, you will have to reset your password at the log in page of Brother’s Keeper. Click on the link “Forgot your password?” at the bottom of the log in page and follow the directions to reset your password. Remember, repeatedly submitting the registration form will not help you resolve anything.

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15.) Sometimes when I attempt to log on to my account from my phone, the Log In button does not appear to function or “freezes”. When this happens, I am unable to continue to my account. This usually occurs when logging in using my smartphone and after executing the Capcha or picture puzzle. What gives?

This is a rare technical issue that can prevent the “Log In” button from working on some smartphones. It is not a problem with the Brother’s Keeper (BK3) software itself, but rather a conflict with a number of factors on your device.

The most common culprits are:

• Low memory or storage space
• A slow internet connection
• An outdated operating system
• Glitches from recently installed apps

To resolve this, please try the following troubleshooting steps:

1. Restart your phone.
2. Check for and install any available software updates.
3. Close or uninstall recently installed apps that may be causing conflicts.

The BK3 development team has been made aware of this issue and have suggested the following in addition to the above steps:

1. Update your browser to the latest version – verify that you’re using the latest version of your browser. Outdated browsers may not function properly;
2. Clear browser cache and cookies – accumulated browser data can sometimes cause problems. Clearing your cache and cookies can help resolve the issue;
3. Try a different browser altogether and/or disable browser extensions;
4. Switch to a different Wi-Fi network or restart the Wi-Fi modem;
5. Use Mobile Data or restart Mobile Data by turning Airplane mode on and off.

If the problem persists, you can try logging in using a different smartphone or a computer.

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16.) My QR code is not accepted/ read by the BK3 Scanning module. However, I have used it previously and it worked. What happened?

Glare from nearby lights is the most likely culprit. This can happen when ceiling lights, camera flashes, or other professional lighting equipment obscure parts of the QR code, making it impossible for the scanner to read. This is specially true if the QR code is laminated as the plastic covering sometimes act as a reflector.

You can try to fix this in two ways:

1. Adjust the scanner: Simply reposition the BK3 scanner (maybe a computer or, smartphone) to a different angle to avoid the light reflection; and/or,
2. Use your phone’s flashlight: If you’re using a smartphone to scan, turning on its built-in flashlight may help. The concentrated beam of light can overpower the glare and allow the camera to read the code clearly.

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