General |
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Where can I find support?
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. How do I get started? Don’t know your login? Email us at support@memberplanet.com with your full name and which alumnae club you are associated with. We’ll be happy to get you set-up. How can I add other officers with admin access? Once logged in, click on "Admins" on your side navigation bar. Click on the settings gear icon and select "+ Add this role to members. Search for member by first name, last name, or email address. Check off their name and click on "Assign role to selected members". Can I give a different levels of admin access to officers? Yes, click on "Admins" and "+ Add a new role" button. Title the role name and click on desired features you want admin to have access to and click "Save & Close" button. How do i set-up my local dues? (Alumnae Clubs ONLY) Go to “Invoices” and “Add a QuickPay charge”. You can choose a fixed amount, multi-charge, and/or open amount. Title your charge, set amount(s), and choose bill dates and close date (July 1st - June 30th) and click "Next" button. Check the first box, "Add this charge to all of my members" and scroll down to click "Next" button. Uncheck the box"Send an email". Click here for quick video tutorial. Do I need to set-up national dues. (Alumnae Clubs ONLY) No, this is automatically set-up in the beginning of the fiscal year starting July 1st. You only need to set-up local dues. How do I re-set my password? 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 drop-down menu. How do I change my password? 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 drop-down menu. I forgot my password. How do I reset it? 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. I haven’t received my invitation in my email. Where is it? 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. How do I delete my account? If you would like to delete your account, please email support@memberplanet.com |
Finance |
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What is this charge that I’m seeing on my card, and why is your company name on it?
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. What payment gateways are available on memberplanet? 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. What’s the difference between the site fee and the processing fee? The site 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. What is account verification and what do I need to verify my account? 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. Click here for more information. What happens if I don’t have a verified bank account, but I want to start collecting funds? 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. Why haven’t I received my funds? 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. Does memberplanet store credit card information? No, memberplanet does not store your credit card information. All financial information is encrypted for security purposes. Can we use both PayPal and memberplanet to process payments? No, you will have to select one or the other. You are not able to use both. I’ve selected PayPal as my processor, but I’m not able to set up recurring payments. Why is this? 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. Once you have set these up with PayPal, it will be enabled on the memberplanet. I’ve selected PayPal as my processor, but I’m not seeing my transfers on memberplanet. Why is that, and how can I view this information? 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. I’ve selected PayPal as my processor, but I need to refund a payment to a member. How do I do this? 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 go through PayPal to process the refund, or the member will need to contact PayPal to obtain a refund. How do I send a receipt to people that make a payment on memberplanet? 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. Can I record a payment online that I may have received in person? In our Donation Site and Invoicing features, you are able to record offline payments that you may have received. Where am I able to view all of the payments that have been made to my group? You can view all of the payments that have been made to the group in the group’s reporting. Find out more by clicking here. What is a “returned payment” fee, and who is responsible for it? A returned payment fee is a fee that is incurred when a payment is returned to us. Usually these are check payments where there were not enough funds in the account, the check information was entered correctly, and more. If you have received a noticed regarding a “returned payment”, we will reach out to you with the details, or, you can email us for more information. I use an external program (such as QuickBooks) for all of my accounting needs. Does memberplanet integrate with any of these programs? We do not currently integrate with any external accounting programs, however, administrators have the ability to export any reporting available within the group to excel, and upload it into your external program. How can I collect payments on the go? One great way to collect payments on the go is by using our app. The memberplanet mobile app is free, and you can easily collect payments by following the instructions here. |
Communication |
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How do I introduce memberplanet to my members?
One way that you can introduce memberplanet to your members in by sending out an email campaign 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. What are some ways that I can communicate with my members on memberplanet? Some of the ways that you can communicate with members on memberplanet are through the use of our Emails, Discussion Boards, Surveys, Broadcast, and more. What are some ways that my members can communicate with each other on memberplanet? Two great ways that your members can communicate with each other on memberplanet is by using the discussion boards 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. |
Membership |
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How do I introduce memberplanet to my members?
One way that you can introduce memberplanet to your members is by including an introductory message in your group’s membership invitation. How do I add additional administrators on memberplanet? Once you have added members to your group, you can make any of these members an administrator. Click here to learn more. How do I add my members on memberplanet? An updated roster automatically sync with your memberplanet based on your roster in eReports. |
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