Table Of Contents

FAQ

  1. FAQ

FAQ

You can find support by going to our website at support.memberplanet.com, or by emailing us at support@memberplanet.com. We also have chat support available during business hours.

If you are unable to verify your account with a cell phone number, you will need to email support@memberplanet.com to provide alternate information in order to verify your account.

You can access your account by going to https://www.memberplanet.com/Login.aspx, entering your email address, and your password. If you need assistance accessing your account, please email support@memberplanet.com for help.

You can change your password by logging into memberplanet, clicking on your name in the upper right-hand corner, and selecting Change My Password from the dropdown menu. You can also change your password from the memberplanet mobile app.

You can reset your password by going to https://www.memberplanet.com/Account/ForgotPasswordNew.aspx and entering your information. If you have any trouble resetting your password, email support@memberplanet.com for help.

If you haven’t received your invitation into your inbox, you will want to check your spam inbox to see if it is there. If you still cannot find it, please email support@memberplanet.com for help.

If you would like to delete your account, please email support@memberplanet.com

The reason that you are seeing a charge from us on your account is that we may have processed a recent payment on behalf of the group that is on our platform that you submitted the payment to. The most popular charges that people most often contact us about are fraternity or sorority dues, membership dues, donations, school registrations, and event registrations. If none of those ring a bell, we are able to locate the charge if you contact support@memberplanet.com with more information.

We currently give users the option to use our in-house processor or use PayPal as their payment gateways. As we continue to grow, we may update what we offer.

The platform fee is a small surcharge deducted from all payments collected on the system. Purchasing a subscription can significantly reduce this fee and is a great way to save on high volume processing.

The processing fee is a small convenience fee that is also deducted from payments collected on the system and covers the cost of processing e-checks as well as all major credit cards including Visa, MasterCard, American Express, and Discover.

All persons, groups, and/or organizations wishing to collect/receive funds on memberplanet will need to verify their bank account. We here at memberplanet take security seriously, so we check everyone’s information. In order to verify your account, you will need to provide our Accounting Department with a government issued ID and a voided check. Visit our support document for more information on how to add and verify your bank account.

If you haven’t yet verified your bank account, you will still be allowed to collect funds. However, the funds will not be released to you until your bank account has been verified.

If you have not yet received your funds, you’ll want to check three things: if your bank account has been added and verified, if your group has connected the bank account to the payment item (like a payment form), and the frequency that your group has chosen to receive funds.

No, memberplanet does not store your credit card information. All financial information is encrypted for security purposes.

No, you will have to select one or the other. You are not able to use both.

When you select PayPal as your processor, you will need to set up reference transactions on PayPal, which may require your having to contact them directly. When you contact PayPal ask to speak with a business account manager. Once you set your PayPal business account recurring payments will automatically be enabled. 

When you select PayPal as your processor, all funds collected are done so by PayPal which means that all transfer reporting will also be found on PayPal. If you see any discrepancies in the transfer reporting, or have questions, you will need to contact PayPal.

When you select PayPal as your processor, all funds collected are done so by PayPal. If a member is requiring a refund, you will need to contact PayPal directly to process the refund, or the member will need to contact PayPal to obtain a refund.

When a person makes a payment on memberplanet the system automatically sends a digital receipt to the email provided by the person when they submitted their payment.

In our Donation Site and invoicing features, you are able to record offline payments that you may have received.

You can view all of the payments that have been made to the group in the group’s reporting

A returned payment fee is a fee that is imposed by the bank. It is incurred when a payment is returned to us and charged to the member. Usually these are check payments where there were not enough funds in the account, the check information was entered incorrectly, and more. If you have received a notice regarding a “returned payment,” we will reach out to you with the details, or, you can email us for more information.

Currently we do not offer integration with any external accounting programs as part of our out-of-box features, however, administrators have the ability to export any reporting available within the group to excel, and upload it into your external program. If you're interested in accounting software integration please contact our sales team to learn about enterprise options.

The memberplanet mobile app is free, and a great way to collect payments on the go.

One way that you can introduce memberplanet to your members in by sending out an email campaign or a customized welcome email with an introductory message to your members and/or contacts. In the message you can give them details about the move to memberplanet, who we are, why you decided to join us, and what to expect in the future. Other groups frequently do this, and also include their upcoming events and other information that they would like their members to know.

Some of the ways that you can communicate with members on memberplanet are through the use of our emails, member directorysurveys, Broadcast, and more.

Two great ways that your members can communicate with each other on memberplanet is by using the member directory and, if the administrator has enabled it, by using the interactive directory. The difference between the two is that the discussion boards are an open forum while the interactive directory allows members to connect privately.

Once you have added members to your group, you can make any of these members an administrator. You can also add custom administrative roles.

Getting your members added is easy, and you have the option to import them from another email provider, upload them from an excel document, or add them manually. Get started by adding your members now
 

Group logo 250 x 250 pixels

Group Site banner 900 x 390 pixels

Email banner 600 x 100 pixels

Email body 580 pixels wide

Donation Site banner 900 x 390 pixels

Form banner 900 x 150 pixels

Packet banner 900 x 200 pixels

Event banner 900 x 390 pixels

Join group customization 850 pixels wide

Invitations 540 pixels wide

Membership Reminders 520 pixels wide

Admins need to set paid-through dates before sending invitations out to those members; otherwise, they will be charged again upon accepting the invitation.

Best practices are for admins to periodically send out profile update requests to their members. Members can then follow the link to make any updates. Members can always log into their account and update their profile information as often as needed.

If your group doesn't use membership levels, which let members take advantage of automatic renewals, then members can renew any time by logging into their account clicking on the membership levels button. 

Getting your members added is easy, and you have the option to import them from another email provider, upload them from an excel document, or add them manually. Get started by renew early button.

Members can only have one email address tied to each of their membership groups. Admins can search their database to locate the profile associated with the duplicate email address, then contact the member to resolve the issue. If you can't locate the profile, please contact support@memberplanet.com for assistance.