FAQs

Tired of counting cash and handling checks? What about the hours inputting into an excel file new member data? With our membership feature, take back your time and forget the hassle!

Review the FAQs below and follow the step-by-step process to help take away the annual headache and time-consuming process of dues collection.

Membership

Q. HOW DO I CHANGE THE DUES LEVELS FOR MY CLUB?

If you would like to change the dues level information please contact headquarters, Club admins are not allowed to change dues levels without first communicating the changes to the USAF Clubs headquarters.

Q. What do we do if a member doesn’t have an email address?

The member should contact club admins, and have them follow the Connect Now process for the member using a dummy email address the admin assigns. These dummy email address can’t be used more than once, so admins should keep a log of which ones have been used because the system does not allow for repeat email addresses.

Q. How will a non-member access the site? Will they be able to see the club event information?

Non-members can view the group’s public profile page, where information about the club and events can be posted. Admins can choose to show different text to members and non-member, but this election must be made as the default position is that the same text is viewable by all.

Q. Is there a way to monitor if a person leaves a group then decides to rejoin after a couple of months?

The admin should generate a report showing all members who have left a particular club, and check new members against those on the report. However, this process is only utilized for those who are not uniquely identified by the Connect Now process.

Q. Will members be able to adjust their birthday or anniversary date once it is submitted?

Members can update their profile at any time, including their date of birth.
We do not track anniversary dates by default. Clubs may add a custom field to track the anniversary date for each member. However, custom fields are specific to each club, so if the member transfers to a different club the wedding anniversary date would not automatically be transferred to the member’s profile in the new club.

Q. A person wants to change his current club, but the AFPC file has him assigned to a different location (or would like to remain in his current club, and not be moved as per the AFPC file). How will a manual transfer of a member work?

During the Pilot Phase the admin should contact memberplanet, who will make the change manually.
By August memberplanet will have made the manual override function available to club admins.

Q. What membership reports will we have available for administrative staff? Can these reports be printed in Excel format? We will want to validate that a member has paid when attending membership functions or using their membership
for discounts.

All reports can be exported to Excel. The member card shows the paid-through date, so if the member is carrying his phone with the memberplanet app or a current physical card, date of expiry will be visible. If the member does not have his card, the admin can view and/or export the list of members that are in good standing (i.e. not in the Lapsed status).

Q. HOW IS THE SPOUSE OF A MEMBER IDENTIFIED?

The digital membership card has a field for the spouse’s name, and the downloaded and printed version will have the spouse’s name on it.

Q. How can we assist a customer who would like to cancel their membership?

Select Members from the left hand navigation bar
Using the search options, search for the member’s record
Select the member’s record
From the pop out screen locate the Actions button in the upper right hand corner
From the drop down menu select the Remove Member From Group option and complete prompts to remove the member

Q How can I download a full list of our active members?

Select Members from the left hand navigation
Select Download Excel in the far right of the navigation options to export the full database or apply a advanced search if looking to export a specific subset of members before
The Download will run in the background and may take a couple of minutes to render, but you will receive an email once it is completed
To export the downloaded file, select the History option from your database, and from the dropdown menu select the download history. This will take you to the options to export the downloaded file of your requested query which will open to Excel

Q. What are the differences between joined, active, and lapsed status

Joined status - member has joined the group on memberplanet
Active - the member’s account on memberplanet is active
The more important information to remember is that when determining who your active members for your location are, you will check that the member is:

Assigned to a membership level

Has a current paid till date (unless on a free level, then no paid till date will be present)

Members in a lapsed status or not a level or who do not have a current paid till date are not considered a current member of the club and would need to use the connect process to rejoin/activate their membership again.

Q. How do we verify new members requesting to join the club, to complete the approval or rejection of their membership?

When a new member joins the club, they will be placed into a status of “Requesting to Join”, until the membership has been approved by a club admin, this member will not yet have access to their membership card. A Club admin should check for new members on a daily basis using the below steps, check that the members selected level and rank are correct and approved or update their membership level if need be.

Logging in to your admin portal
Select the Members option from the left hand navigation
Select the Tools option from the top navigation of the Member Database

From the drop down menu select Members Applying to Join
On the following page select the gear icon to the right of the name of the members applying to join and select option to approve or deny
**If a member is denied, you will need to issue a refund for the membership payment.

Q. How can I adjust our member's paid through date?

Click Membership in the left navigation bar
Select Assign Membership Levels
Click on Assign Without Payment
Select a membership level that the member(s) will be assigned to
Enter the paid through date (MM/DD/YYYY) or new paid through date if assigning a new date
Choose the member(s) that will be assigned to the level you chose, or click All Members for it to be assigned to everyone
Click the Assign Level button in the bottom right corner to complete

Q. How do I process an offline membership payment?

For an existing member, the club admin will need to assign the member to a level using the Record a Payment option within memberplanet. Log in to the memberplanet admin portal, click Membership in the left nav bar, then select Assign Membership under Option A, selection 2). Ensure that the Record a Payment option is selected before going through the process of assigning the member to the level.

For a new member, the club admin should log in to the memberplanet admin portal, click Members in the left nav bar, then select Add Members from the submenu. On the Add New Members section, click the Get Started button. You will be directed to the process to create a new account for a member. Follow the prompts to add in member info, assign a membership level, and record a payment. Click Continue at the end of the process to review the member’s info. When you have confirmed that the info is correct, click Add Member. You can view full documentation on how to collect an offline payment from a new member.

Q. How do I change the dues level information for my club?

The user must have an email address to receive communications (such as automatic payment confirmations) and access the member dashboard, which houses account management tools, links to post a score, and more personal info. Club administrators should instruct members to create an email account (free services include Gmail and Yahoo! Mail) to gain access to online benefits.

Q. Can I use the add member and send invitation option within the admin portal instead of/as well as the Connect link?

The invitation option should not be utilized to allow a member to join. All members should only use the Connect option for joining as special options specific to allowing members of clubs to select their rank are only available within the Connect Now option.

For more information on using the Connect Now: https://usaf.memberplanet.com/how-do-new-and-returning-members-access-their-accounts.html

Q. Can our Administrators use the "join link" from our admin portal?

The "Get a Join Link" option should not be utilized to allow a member to join. All members should only use the Connect option for joining as special options specific to allowing members of clubs to select their rank are only available within the Connect Now option.

For more information on using the Connect Now: https://usaf.memberplanet.com/how-do-new-and-returning-members-access-their-accounts.html

Payments

Q. Currently, we offer 3 months of free dues during membership drives. What method does memberplanet have to handle this requirement?

The new member would initially make the payment to join the group. Then an admin can re-assign the member level to the member with a paid-through date 3 months in the future. In this way, the member has made one payment, but they are paid through 4 months, thus receiving 3 months free.

Q. We would prefer not to offer refunds to members if they leave a club. Can you accommodate this?

This is the current default process, so no modification will be required.

Q. Currently for Deployed members we suspend their dues for the duration of their deployment. How will this function work? Also, if their dues are suspended would their family member’s card still be active?

Admins can use the manual override feature to move the member to a different, free, plan for the duration of their deployment. When the member returns from deployment the admin can then lift the override to place the member back on their appropriate paid dues level. The member card would continue to be active during this period.

Q. When a member dues payment fails, how will the member be notified? How frequently will the payment be retried?

Members will receive automatic email notifications if their recurring payments fail. The payment will be retried a total of 10 days in a row from the 16th to the 26th of the month, and the member will receive a notification each time the retry fails. The automatic email will include a link for the member to follow to update their payment method. If the payment fails all 10 times (first try on the scheduled payment date & 9 subsequent retries), no further retries will be attempted.

If the member fails to make a payment manually by the 14th of the following month, their membership will be cancelled. A notification will be emailed informing them of the cancellation on the 14th.

Q. Can a member pay for an annual membership?

No, however membership is set for auto-renewal, so the card on file will automatically be charged each month to make the process of staying current worry-free.

Q. How do I process an offline payment?

If the member has completed the Connect Now process: navigate the sidebar to the Membership header, and then click on “assign member levels.”. From this screen, assign the member level, and complete the rest of the required information. Then search for the member you’re recording a payment for. It’s important to note that the filter setting for choosing members is set to “none,” but for best results, set it to “all.”

If the member has not already completed the Connect Now process, he or she will need to enter in their credit card information to complete that process. Accounts cannot be claimed with a cash payment. However, before members claiming their account, and to avoid their card being auto-charged if they want to pay cash for their monthly dues, they should contact the club admin to have their level assigned prior to completing the Connect Now process

Q. WHAT HAPPENS IF A MEMBER MISSES A PAYMENT?

Members have a thirty-day grace period after a missed payment. During that time, they will retain access to all club benefits. After that time, the member becomes lapsed, at which point they will no longer have access to private club events and benefits. The member can make a payment, including all passed due payments, online for up to 90 days. It’s important to note that the paid through date will not be reflected on the membership card.

Q. What will a membership payment look like on my credit card statement?

It will appear as: Mp-*(your club name) followed by the memberplanet 1-800 phone number.

Q. How can an admin issue a refund for a collected payment?

Your current admins with Reports Access have the ability to issue refunds to individuals who have submitted payments to your group. I have included steps below on how to issue refunds.

On the left navigation bar, click Reports
Select the person you're issuing a refund to
On the payment details screen, click Issue a Refund
Add any refund notes
Select the method of refund and click Submit

Q. How funds are transferred to the Activity?

Memberplanet sends collected funds to HQ’s Account team on the 22nd of each month, this includes all funds collected between 20th (12:01 a.m. previous month) to 19th (11:59 pm. current month). Allocation of funds is taken care of by HQ’s Accounting team.
If funds were collected via a form or event, you will want to connect with accounting on your side on specifics as to timing on when the allocation of transferred funds happens from their end.

Q. OUr member paid by echeck and the payment failed, why did this occur?

A failed echeck payment is something like the equivalency of writing a bad check. Failed e-checks can happen for a couple of different reasons such as insufficient funds, dispute of payment, incorrect details input to the system for payment.

A failed echeck will also be referred to as a Returned Payment, which does result in a fee of 20.00 per returned payment. In the case that a member disputes a payment or enters bad check information for a recurring payment on membership, their team does cancel the recurring payment to prevent any further fees from occurring in subsequent months automatically.

Details for the returned payment can be found within your payment reports.

Click Reports on the left navigation bar
(You’ll be taken to the All Payments report.)
Click on the Payments dropdown menu
Select Fees & Returns from the submenu

Using the date filters, which will default to the current date, select the date of your return
And select columns to enable the Notes column to show the reason for the return as stated by the bank

Q. Can members update their payment receipt to a new email address?

Receipts are automatically set to go to the email set up at the time of the purchase of the member’s membership. This is not necessarily the member’s email associated to their profile. To update the member’s email address for their payment confirmation, the member will need to make a manual membership payment and enter a new email for their receipt.

Q. Will my members automatically receive a refund when they leave my club? And how do I issue a refund for a membership payment?

No, refunds are not automatically offered issued. Club admins can issue a refund manually. Log in to the memberplanet admin portal, then click Reports. A list of transactions within your group will be listed. Select the member you want to issue a refund to. A screen will appear on the side with additional payment details. Click Issue a Refund. The following screen will allow you to add any refund notes and select the method of refund. Select Submit to confirm.

If a refund is given manually for a membership level payment, the club admin should update a member’s paid-through date by assigning them to no member level. Click Membership in the left nav bar, then select Assign Membership Levels in the submenu. From this screen, select the option to record without a payment. Change the filter to show All, then locate the member record and assign their membership option to None. If the member decides to sign up again, he or she will be asked to choose a membership level.

Q. Issue multiple refunds

emberplanet does not allow multiple refunds to be issued at once. If you have multiple refunds to issue, you will need to complete the refunds one at a time.

Q. Issue refunds as credit to your future events

Refunds can only be issued back to the original payment method used to purchase the ticket. At this time we do not offer an option for credits, however you can set up a discount code for the user that can be made available within a future event.

Q. Is there a Time limit to submit an electronic refund?

Industry standard is to only refund within the past 90 days.

Q. When a refund is issued does the individual receive some kind of confirmation?

When a refund is completed for an attendee, a confirmation of refund completion is automatically sent to the person receiving the refund advising them of the dollar amount, the last 4 of the card number the payment will be returned to, and the number of days a refund generally takes to be processed and posted back to their payment method.

Q. how long will it take for a processed refund take to return to the person?

Once a payment has been refunded, this will post back to the original payment method within 3 - 5 business days, dependent on the individual's financial institution's posting policy.

Events

Q. How to Create an event

Please see How to Create an Event for full details on setting up an event page.

Q. How to Add an image to your event

Once you’ve created your event, you can add additional images to your event within the banner or additional details section.

Guidelines for image files:

File type must be a JPEG or PNG
The recommended image size in pixels for banner is 2000 Wide by 1800 High
The width to height ratio should be 2:1. This means your event image should be a horizontal image that is twice as wide as it is tall. You can crop your image when you upload it.
Image file must be no larger than 10MB.

In the left-hand navigation bar, select Events and click on the event name
Scroll down to the Event Page section and select Customize event page
Click the plus sign next to Add banner image
Select Edit
Drag and drop a file or click to upload image to select an image from your device
You may be asked to crop your image after uploading it. Your image must be 2:1, or twice as wide as it is tall.

Optional - If you need to add additional images to your event, add them to the event description. Just click edit in the description and then select the picture icon to upload.

7. Select Save to complete.

Q. How Can I Customize our event URL

In the left-hand navigation bar, select Events and click on the event name
Scroll down to the Event Page section and select Customize event page
Select Customize within the Event page link box
A pop up menu will appear with the reminder about your changes.

Note: After customizing your URL, your previous URL will no longer work. If you have given out the old URL to anyone, they will no longer will be able to use it. Shortened URLs do not change when you edit the full URL

5 Select Yes, customize link if you want to continue
6. Edit URL
7. Select Save to complete.

Q. How Can I Change the event date and time

In the left-hand navigation bar, select Events and click on the event name
Within the Event Page section, select Edit in the upper right hand corner
Update your event date and time
Select Next to continue through the pages until you have saved all changes

Q. Am I Able to Copy an event, like a template?

Occasionally you may want to use a previous event's set-up to create a new event. To do so, you can use the copy event feature.

To copy an event:

In the left-hand navigation bar, select Events and click on the event name you want to copy
Select Copy button on the upper right
Enter your new event name
Enter your new event date and time
Edit your event as needed.

Notes regarding your new event

The copied event will start out in the Editing state, so it must be published before your members can view it
The new event will not be a recurring event even if the original event was a recurring event
Most of the ticketing options will be copied, but the ticketing start and end dates & times will be reset to their defaults
All elements on the event page will be copied
All custom fields will be copied
The guest list will NOT be copied, and will start out blank
Any tickets will be copied on the new event, but any custom opening & closing dates will be reset to the defaults (available as soon as the event is published)

Q. Where can i get a QR code for our event marketing materials?

You can create a QR code that will take people to your event registration page. This code can be used on printed materials or on websites.

To create a QR code:

In your event, go to Customize event page
In the first blue section, select "Download QR code"

This will create the code and download it to your browser downloads section. Code will be in .png format.

Q. How to set up an event that doesn't require PDF tickets

As a default, all purchases will include a payment confirmation/receipt with a ticket for each ticket/ticket holder. Although tickets cannot be removed, you can include information within the confirmation letting attendees know they do not need to bring the tickets to attend the event. To do so:

In the left-hand navigation bar, select Events and click on the event name
Click on Ticketing Options
Click on Settings
Scroll to the bottom and click Add thank-you message to the confirmation email
Add the message you want to include in the text box
Scroll to top and select Save & Close

Q. Can you Limit capacity on your general admission event

If your event has a limited capacity of tickets, when setting up a new ticket, you can change the available ticket inventory from the default inventory of 100 to your desired/required inventory.

Inventory set up is completed at the set up of the ticket.

For more information setting up a ticket please see Ticketing Options: Admissions for full details on setting up tickets and updating the inventory for tickets.

Q. Create and edit event and ticket types

Once your event has been set up, you can always go back to edit your tickets or create additional ones.

There are three event types to choose from.

Ticketed event – Buy tickets, Ticket Information, Ticket type
Registration event – Register, Registration information Registration type
RSVP event – Yes/No response, Ticket information, Ticket type

To select which event type you would like your event to be:

Go to Events
Manage Events
Click on your Event
Select Ticketing Options
Go to the Settings Tab
Under Event type, select the event type of your choice

By default, your tickets will be called “Tickets” and your add-ons will be called “Add-ons”. However, if you want to re-label these items, you have the ability to do so in settings. Examples of different labels include: Passes, Donations, Parking fees, Merchandise, etc.

To update the checkout labels:

Go to Events
Manage Events
Click on your Event
Select Ticketing Options
Go to the Settings Tab
Under Checkout labels, enter the new label for the item(s) in the appropriate box.

Please see Ticketing Options: Admissions for full details on setting up tickets

Q. Can we Create early bird ticket types with special pricing?

Early bird tickets can be set up by setting your selected tickets to open and close at a selected date and time.
Please see Ticketing Options: Admissions for full details on setting up tickets, including adding opening and closing dates/times

Q. Create discount ticket types (such as “buy one, get one free”)

If you would like to offer a discount for ticket purchasers, in either a limited number or on a one-time basis for an individual, coupons will allow you to set up a custom code which can be used at checkout within your event.

Please see Ticketing Options: Coupons for full details on setting up ticket coupons, including adding options for different discount types, discount usage reporting and more.

Q. are we able to Collect additional payments with our event, such as donations?

Q. We would like to sell additional Merchandise and other extras with add-ons?

If your group will be offering additional, non-ticket related items, such as an option to donate, additional items to be purchased, like t-shirts, a la carte food purchases or more, an add-on is a great option to allow additional items to be available outside of tickets.

Please see Ticketing Options: Add-Ons for more information on selling merchandise using the Add-On feature

Q. How to prevent auto-attendee registrations to your event

Unrelated third-party registration systems may allow attendees to sign up and complete registrations to free events on their behalf. While these are valid registrations, this can sometimes increase the level of oversight needed to manage events. If you're managing a high profile event (or an event with limited capacity and high demand) consider setting up your tickets specifically to reduce the likelihood of auto-attendee registrations for your event.

1. Sell only "Paid" tickets to your event.

Auto-attendee registrations are only able to complete registrations on the attendee's behalf when tickets are "Free". This means that if you are charging for registration, attempted auto-attendee registrations won't complete.

Please see Ticketing Options: Admissions for full details on setting up paid tickets

2. Collect additional information from your attendees.

You can collect additional information from your attendees when they register. Requiring responses to additional information collected and adding custom questions is a great way to prevent auto-attendee registrations from completing.

Please see Collect Additional Information for full details on adding additional information fields to your event.

Q. Add member pricing to tickets and/or add-ons

After you have set up your tickets, you can update them to have Special Pricing, such as Member Pricing. Member pricing should only be used when your group’s members have been loaded into your memberplanet account.

In your event, go to Ticketing options
Go to the Special Pricing tab
Next to your Ticket or Add-on, click the Edit button
Click to select Set Custom Pricing
Next to Members of my group (requires login), put in the updated price that you want to charge Members. If your group uses membership levels, you can also
Customize by member level.
Select Save

Member pricing is now set-up. You can do these same steps for each ticket and/or add-on that you would like.
Please note: Special pricing cannot be applied to tickets or add-ons that are free or open price.
To receive Special Pricing, your members will need to have their email address associated to a chapter, section, or group within your company’s memberplanet account. If their email address is not associated, they will not be able to log in and will receive an error of “User authorization denied”.

Example: If your group is ABC, Inc. - USA Chapter, with an email address in ABC, Inc. or any of its chapters can log in and register for the event.

Your members will need to log in by clicking the Login button at the top right of your Event, and using one of the following methods:

Log in using a one-time code: This will only send a code to their email if their email address is associated to any group within your company’s Billhighway account
Log in using their memberplanet email and password: member must have previously signed up for a memberplanet account and have that email address associated with one of your company’s groups

Once logged in, members will see the member pricing for tickets and add-ons that are set-up for member pricing, with the original non-member price crossed out next to it, so they can see their savings.

Q. Customize your order confirmation

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Ticketing Options
Select Settings to edit the overall settings of your event
Edit the Thank you message
Select Save to complete Settings changes

Q. Set up your event order form with custom ticket and/or add-on labels

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Ticketing Options
Select Settings to edit the overall settings of your event
Edit your labels for Admission and/or Add-ons by clicking in to the box to type your new label
Select Save & Close

Q. Change the registration time limit

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Collect additional information
Select Settings from the available options
Update the registration time box with your desired registration time (default is 20 minutes)
Select Save & Close to complete changes

Q. How to include additional terms or special instructions with registration

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Collect additional Information
Select Settings
Add additional terms/special instructions in text box
Select Save to complete changes

Q. Create custom questions for attendees

You can set up as many additional questions as you need for your event.

Please see Collect additional information: Custom fields for full details on setting up tickets, including adding additional information fields for custom questions.

Q. How to remove RSVP "Maybe" and/or "No" options

To remove RSVP "Maybe" and/or "No" options:

Go to Events
Manage Events
Click on your Event
Select Ticketing Options
Go to the Settings Tab
In the reply choices section, check the box next to the option(s) you would like hidden.
- Hide the “Maybe” option
- Hide the “No option

Q. Change a single date or time in a recurring event schedule

Once a recurring event has been set up, individual instances in a recurring schedule must be edited within each individual event under the recurring schedule.

In the left-hand navigation bar, select Events
Click on the event name for the individual instance you want to change
Within the Event Page section, select Edit in the upper right-hand corner
Update your event date and time
Select Next to continue through the pages until you have saved the changes
You may need to refresh the event to see your changes

Q. Create multiple date or recurring events

In the left-hand navigation bar select Events
Select the Create an event button to begin setting up your event
Give your event an Event title
Select Recurring event within the Date & Time selection
Set the date of the first event in your Series of Recurring events
Set the Start and End time of your events within the series and edit the Time Zone if needed.
Set the recurrence cycle of your events, including when the series ends
Select how people will register for the sessions within the event, Members must register for all sessions at once or Members can register for sessions individually.
Select how people can edit their responses to the events within the series, Members must edit their responses for all sessions at once or Members can edit their responses for sessions individually.
Add the location of the event, including the venue's name and address or set the event as an online only event
Add details to your event, including a Main Event Image, a summary (if using the memberplanet Site Builder) and/or a description to display on the events main page.
Select your campaign from the dropdown and click Next
Select whether the event will have tickets to continue setting up additional options, or if your event is RSVPs only, quick add your event and complete set up

Q. How to change your recurring event to a single event

Once a recurring event has been published, it cannot be changed to a single event as all recurring events will create the additional dates. If you only wish to keep a specific single date within the set up recurrence, you will need to close all other not needed events.

Q. Connect your online event to Zoom

In the left-hand navigation bar, select Events
Click on the event name
Within the Event Page section, select Edit in the upper right-hand corner
Select Next to continue through from Basic Info (Step 1) to Location (Step 2)
If not already set-up as an online event, change your event to an online event
Add/update your Zoom link for your event
Continue selecting Next in the lower left-hand corner of the page until you have saved the changes

Q. Set up an online-only event

In the left-hand navigation bar, select Events
Click on the event name
Within the Event Page section, select Edit in the upper right-hand corner
Select Next to continue through from Basic Info (Step 1) to Location (Step 2)
Change your event to an online event by deleting the physical venue information and changing options from the Venue to Online Event
Add your online meeting link for any screen share/online call in information
Continue selecting Next in the lower left-hand corner of the page until you have Saved the changes

Q. Unpublish your event

In the left-hand navigation bar, select Events
Click on the event name
At the top of the event management screen change your event from Live to Unpublished by selecting the slider bar

Q. Postpone and reschedule your event

If you need to Postpone/Reschedule your event, you will want to change your event status to Postponed to prevent any further ticket sales

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Ticketing Options
Select Settings to edit the overall settings of your event
At the top of the screen select the pencil icon to edit the status of the event to "Postponed"

Please note, refunds will not issue automatically.

For more information on how to issue a refund.

Q. Cancel your event

If you need to cancel your event, you will want to change your event status to Cancelled to prevent any further ticket sales

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Ticketing Options
Select Settings to edit the overall settings of your event
At the top of the screen select the pencil icon to edit the status of the event to "Cancelled"

Please note, refunds will not issue automatically.

For more information on how to issue a refund.

Q. Change your event status

In the left-hand navigation bar, select Events
Click on the event name
Scroll down to the Ticket section and select Ticketing Options
Select Settings to edit the overall settings of your event
At the top of the screen, select the pencil icon to edit the status of the event

Available event statuses: On Sale, Tickets at the Door, Sold Out, Canceled, Postponed

Q. Find the event you created in your account

In the left-hand navigation bar, select Events
Click on the event name

Use the search options to search for your event by name and/or date from the list of current or past events

Q. How to schedule a publish time for your event

When setting up your event, you can select to make the event live or leave the event in a not-live status. This will also occur automatically based on the availability date and time of your tickets that will begin closest to the start date of your event.

Please see Ticketing Options: Admissions for more information on how to Change the Ticket Availability Dates/Times

Payment Forms

Q. Currently, we offer 3 months of free dues during membership drives. What method does memberplanet have to handle this requirement?

Q. We would prefer not to offer refunds to members if they leave a club. Can you accommodate this?

This is the current default process, so no modification will be required.

Q. When a member dues payment fails, how will the member be notified? How frequently will the payment be retried?

Q. Can a member pay for an annual membership?

No, however membership is set for auto-renewal, so the card on file will automatically be charged each month to make the process of staying current worry-free.

Q. How do I process an offline payment?

Q. WHAT HAPPENS IF A MEMBER MISSES A PAYMENT?

Q. What will a membership payment look like on my credit card statement?

It will appear as: Mp-*(your club name) followed by the memberplanet 1-800 phone number.

Surveys

Q. Our club would like to request the opinion on improvements and changes they would like to see at the club, does memberplanet offer an option for this?

Q. We will be hosting a non paid event, is a survey a good option to collect RSVPs

This is the current default process, so no modification will be required.

Q. Our upcoming event includes volunteer opportunities, does memberplanet offer an option for them to e-sign a waiver of liability?

Q. I began setting up a survey form, but now we need to add a ticket/payment item, how can I do that?

Members will receive automatic email notifications if their recurring payments fail. The payment will be retried once per week for 3 weeks, and the member will receive a notification each time the retry fails. The automatic email will include a link for the member to follow to update their payment method. If the payment fails all 4 times (first try on the scheduled payment date & 3 subsequent retries), no further retries will be attempted.

Q. I began setting up a payment form but we are not requiring a payment online and prefer at the door, can I convert the payment form to a survey?

No, however membership is set for auto-renewal, so the card on file will automatically be charged each month to make the process of staying current worry-free.

Communications

Q. How to unsubscribe from emails and text messages

If a member chooses to unsubscribe from your club emails, they have a few options to do so.

Option 1 - Within the footer of any memberplanet email or within any memberplanet text message there is an option that allows the member to unsubscribe
Option 2 - If the member selects the cancel option within the footer of any membership confirmation email, this will take them to a screen that will allow them to choose if they would like to cancel their membership or unsubscribe from emails and communication.

Q. We would prefer not to offer refunds to members if they leave a club. Can you accommodate this?

This is the current default process, so no modification will be required.

Q. How will I know which communication type to use?

Wondering if your message is ideal for a Broadcast? Here are the top identifiers:
Your message is short - an announcement or reminder
Your message is primarily text - no pictures, attachments, or multiple links
You want to send the message through SMS text, email, or both

Email campaigns are great for newsletters while Broadcasts are perfect for last-minute updates, event reminders, or short announcements. You can also send Broadcasts to admins only or to your entire chapter.

Q. What is the limit on the number of emails/Broadcasts I can send a month?

There is no set limit on the number of monthly emails/broadcasts your unit can send.

Member Tools

Q. Can I download the mobile app on a tablet?

Yes. For iOS devices, it is in the “iPad and iPhone only” section of the store. For Android devices, it’s located in the play store.

Q. Why is a password not taking?

Currently we do not accept special characters as password entries.

Q. How do I handle switching clubs if I transfer to a different base?

If you will be PCS-ing to a new base, please inform your club administrator who will be able to assist with cancelling the individual;s membership and remove you from the current club's database. Once you have been removed from the group, you can join the club by going to the Connect Now link.

Q. Will there be an ID number on the card? Can we get the specific information that will be on the card? Will the member’s photo print on the card? This would help with the internal control process.

We do not currently support member photos on member cards. The card will display the following information:

i. Member name
ii. Club name
iii. Member dues level
iv. Dues level paid through date
v. Spouse name

Q. Where can my members update their profile or payment information?

Q. I received a notification that my payment has failed, but my card has not chaged, why is this happening and how do I correct this?

q. I would like to process a year's worth of membership, can I be charged in one payment?

Q. I have an international credit card, will I be charged an additional fee?

Q. My bank rejected the payment and my membership has lapsed, how can I become an active member agan?

Q. I do no have access to a computer, can the club update my payment information for me and process a payment?

Q. I would prefer to have a physical membership card, what are my options?

Q. What is our club's direct Page url

Location Website URLs
Altus AFB Club - altusafbclub.memberplanet.com
Andersen Club - andersenclub.memberplanet.com
Arnold AFB Club - arnoldafbclub.memberplanet.com
Aviano AB Club - avianoabclub.memberplanet.com
Barksdale AFB Club - barksdaleafbclub.memberplanet.com
Beale AFB Club - bealeafbclub.memberplanet.com
Cannon AFB Club - cannonafbclub.memberplanet.com
Clear SFS Club - clearsfsclub.memberplanet.com
Columbus AFB Club - columbusafbclub.memberplanet.com
Davis-Montham AFB Community Center - davismonthanafbcc.memberplanet.com
Dobbins ARB Club - dobbinsarbclub.memberplanet.com
Dover AFB Club - doverafbclub.memberplanet.com
Dyess AFB Club - dyessafbclub.memberplanet.com
Edwards AFB Club - edwardsafbclub.memberplanet.com
Eglin AFB Club - eglinafbclub.memberplanet.com
Eielson AFB Club - eielsonafbclub.memberplanet.com
Ellsworth AFB Club - ellsworthafbclub.memberplanet.com
F.E. Warren AFB Club - fewarrenafbclub.memberplanet.com
Fairchild AFB Club - fairchildafbclub.memberplanet.com
Goodfellow AFB Club - goodfellowafbclub.memberplanet.com
Grand Forks AFB Club - grandforksafbclub.memberplanet.com
Grissom ARB Club -grissomarbclub.memberplanet.com
Hanscom AFB Club - hanscomafbclub.memberplanet.com
Hill AFB Club - hillafbclub.memberplanet.com
Holloman AFB Club - hollomanafbclub.memberplanet.com
Homestead ARB Club - homesteadarbclub.memberplanet.com
Hurlburt AB Club - hurlburtabclub.memberplanet.com
Incirlik AB Club - incirlikabclub.memberplanet.com
Izmir AFS Club - izmirafsclub.memberplanet.com
JB Anacostia-Bolling Club - jbanacostiabollingclub.memberplanet.com
JB Andrews Club - jbandrewsclub.memberplanet.com
JB Charleston Club - jbcharlestonclub.memberplanet.com
JB Elmendorf-Richardson Club - jberelmendorfrichardsonclub.memberplanet.com
JB Langley-Eustis Club - langleyafbclub.memberplanet.com
JB Lewis-McChord Club - jblewismcchordclub.memberplanet.com
JB McGuire-Dix-Lakehurst Club - jbmcguiredixlakehurstclub.memberplanet.com
JB Pearl Harbor-Hickam Club - jbpearlharborhickamclub.memberplanet.com
JBSA-Lackland Club - jbsalacklandclub.memberplanet.com
JBSA-Randolph Club - jbsarandolphclub.memberplanet.com
Kadena AB Enlisted Club - kadenaabenlistedclub.memberplanet.com
Kadena AB Officers’ Club - kadenaabofficersclub.memberplanet.com
Keesler AFB Club - keeslerafbclub.memberplanet.com
Kirtland AFB Club - kirtlandafbclub.memberplanet.com
Kunsan AB Club - kunsanabclub.memberplanet.com
Lajes AB Club - lajesabclub.memberplanet.com
Lakenheath AFS Club - lakenheathafsclub.memberplanet.com
Laughlin AFB Club - laughlinafbclub.memberplanet.com
Little Rock AFB Club - littlerockafbclub.memberplanet.com
Los Angeles AFB Club - losangelesafbclub.memberplanet.com
Luke AFB Club - lukeafbclub.memberplanet.com
MacDill AFB Club - macdillafbclub.memberplanet.com
Malmstrom AFB Club - malmstromafbclub.memberplanet.com
March AB Club - marchabclub.memberplanet.com
Maxwell AFB Club - maxwellafbclub.memberplanet.com
McConnell AFB Club - mcconnellafbclub.memberplanet.com
Menwith Hill AFS Club - menwithhillafsclub.memberplanet.com
Mildenhall AFS Club - mildenhallafsclub.memberplanet.com
Minneapolis-St.Paul ARS Club -minn-stpaularsclub.memberplanet.com
Minot AFB Club - minotafbclub.memberplanet.com
Misawa AB Club - misawaabclub.memberplanet.com
Moody AFB Club - moodyafbclub.memberplanet.com
Mountain Home AFB Event Center - mountainhomeafbec.memberplanet.com
Nellis AFB Club - nellisafbclub.memberplanet.com
Niagara Falls ARB Club - niagrafallsarbclub.memberplanet.com
Offutt AFB Community Center - offuttafbcc.memberplanet.com
Osan AB Club - osanabclub.memberplanet.com
Patrick SFB Club - patricksfbclub.memberplanet.com
Peterson AFB Club - petersonafbclub.memberplanet.com
Pittsburgh ARS Club - pittsburgharsclub.memberplanet.com
Ramstein AB Club - ramsteinabclub.memberplanet.com
Robins AFB Club - robinsafbclub.memberplanet.com
Scott AFB Club - scottafbclub.memberplanet.com
Shaw AFB Club - shawafbclub.memberplanet.com
Sheppard AFB Club - sheppardafbclub.memberplanet.com
Spangdahlem AB Club - spangdahlemabclub.memberplanet.com
Thule AB Club - thuleabclub.memberplanet.com
Tinker AFB Event Center - tinkerafbec.memberplanet.com/
Travis AFB Event Center - travisafbec.memberplanet.com
Tyndall AFB Club - tyndallafbclub.memberplanet.com
USAF Academy Club - usafacademyclub.memberplanet.com
USAFE Sites - usafesites.memberplanet.com
Vance AFB Club - vanceafbclub.memberplanet.com
Vandenberg SFB Club - vandenbergsfbclub.memberplanet.com
Westover ARB Club - westoverarbclub.memberplanet.com
Whiteman AFB Club - whitemanafbclub.memberplanet.com
Wright-Patterson AFB Club - wrightpattersonafbclub.memberplanet.com
Yokota AB Enlisted Club - yokotaenlistedclub.memberplanet.com
Yokota AB Officers’ Club - yokotaofficersclub.memberplanet.com
Youngstown-Warren ARS Club - youngstownwarrenarsclub.memberplanet.com

Q. How do add spouse to my membership card?

Option 1 - From member dashboard

Go your group’s website
Select the member login option from the upper right hand corner
Using your email and password login to your dashboard
Select the expand option on the profile widget to open your full profile

5. Select additional information

6. Select the edit option to the right of the Spouse information to edit and Save information

Q. I no longer wish to subscribe to emails/broadcasts from the club

Option 1 - Within the footer of any memberplanet email or within any memberplanet text message there is an option that allows the member to unsubscribe
Option 2 - If the member selects the cancel option within the footer of any membership confirmation email, this will take them to a screen that will allow them to choose if they would like to cancel their membership or unsubscribe from emails and communication.

Miscellaneous

Q. How can I change my group information or name

This information is locked and controlled by HQ for all clubs.

Q. Why is a password not taking?

Currently we do not accept special characters as password entries.

Q. another organization from the base would like to use memberplanet that is not connected to our club

Inform your local admin. All the admin has to do is inform HQ of the base transfer, and all club membership details will be handled. The new charge will be reflected at the start of the next payment cycle.

Q. I am a new administrator for a club, how do I set up access for myself or other staff members?

To be added as an administrator, please have the current Club Manager submit a request through the FSS site.
All administrators must be added/removed by HQ

Q. I will be leaving the club as an administrator, who do I contact to update the administrative roles?

If you will be leaving your role at the club, please send a request via the FSS website to have your role removed/updated. Please include any information for your replacement, including their first and last name, as well as their email to allow HQ team to update the club administration.

Q. HOw can we find out the administrative roles and who is assigned to each one at our club?

List of current admins can be viewed by admins from your club who are assigned role Club Manager, Assistant Club Manager or FSS Leadership.
If you hold one of these roles and have been added to your group in memberplanet you can view other admins assigned to roles by:
Logging in to your admin portal
Select Admins from the left hand navigation
Select the gear icon to the right of a role
From the drop down menu select the option to view the admins assigned to the role
To view a list of access roles assigned to each role, take a look at the USAF Success Site: http://usaf.memberplanet.com/admin-role-permissions.html
If you do not know who currently holds Club Manager, Assistant Club Manager or FSS Leadership, or these roles need to be updated due to changes in leadership roles, please reach out to HQ: [email protected]

Q. How do I send a request to HQ?

To send a request to HQ, submit a request through the FSS site

Q. What is my direct URL for my club?

Location Website URLs:

Altus AFB Club - altusafbclub.memberplanet.com
Andersen Club - andersenclub.memberplanet.com
Arnold AFB Club - arnoldafbclub.memberplanet.com
Aviano AB Club - avianoabclub.memberplanet.com
Barksdale AFB Club - barksdaleafbclub.memberplanet.com
Beale AFB Club - bealeafbclub.memberplanet.com
Cannon AFB Club - cannonafbclub.memberplanet.com
Clear SFS Club - clearsfsclub.memberplanet.com
Columbus AFB Club - columbusafbclub.memberplanet.com
Davis-Montham AFB Community Center - davismonthanafbcc.memberplanet.com
Dobbins ARB Club - dobbinsarbclub.memberplanet.com
Dover AFB Club - doverafbclub.memberplanet.com
Dyess AFB Club - dyessafbclub.memberplanet.com
Edwards AFB Club - edwardsafbclub.memberplanet.com
Eglin AFB Club - eglinafbclub.memberplanet.com
Eielson AFB Club - eielsonafbclub.memberplanet.com
Ellsworth AFB Club - ellsworthafbclub.memberplanet.com
F.E. Warren AFB Club - fewarrenafbclub.memberplanet.com
Fairchild AFB Club - fairchildafbclub.memberplanet.com
Goodfellow AFB Club - goodfellowafbclub.memberplanet.com
Grand Forks AFB Club - grandforksafbclub.memberplanet.com
Grissom ARB Club -grissomarbclub.memberplanet.com
Hanscom AFB Club - hanscomafbclub.memberplanet.com
Hill AFB Club - hillafbclub.memberplanet.com
Holloman AFB Club - hollomanafbclub.memberplanet.com
Homestead ARB Club - homesteadarbclub.memberplanet.com
Hurlburt AB Club - hurlburtabclub.memberplanet.com
Incirlik AB Club - incirlikabclub.memberplanet.com
Izmir AFS Club - izmirafsclub.memberplanet.com
JB Anacostia-Bolling Club - jbanacostiabollingclub.memberplanet.com
JB Andrews Club - jbandrewsclub.memberplanet.com
JB Charleston Club - jbcharlestonclub.memberplanet.com
JB Elmendorf-Richardson Club - jberelmendorfrichardsonclub.memberplanet.com
JB Langley-Eustis Club - langleyafbclub.memberplanet.com
JB Lewis-McChord Club - jblewismcchordclub.memberplanet.com
JB McGuire-Dix-Lakehurst Club - jbmcguiredixlakehurstclub.memberplanet.com
JB Pearl Harbor-Hickam Club - jbpearlharborhickamclub.memberplanet.com
JBSA-Lackland Club - jbsalacklandclub.memberplanet.com
JBSA-Randolph Club - jbsarandolphclub.memberplanet.com
Kadena AB Enlisted Club - kadenaabenlistedclub.memberplanet.com
Kadena AB Officers’ Club - kadenaabofficersclub.memberplanet.com
Keesler AFB Club - keeslerafbclub.memberplanet.com
Kirtland AFB Club - kirtlandafbclub.memberplanet.com
Kunsan AB Club - kunsanabclub.memberplanet.com
Lajes AB Club - lajesabclub.memberplanet.com
Lakenheath AFS Club - lakenheathafsclub.memberplanet.com
Laughlin AFB Club - laughlinafbclub.memberplanet.com
Little Rock AFB Club - littlerockafbclub.memberplanet.com
Los Angeles AFB Club - losangelesafbclub.memberplanet.com
Luke AFB Club - lukeafbclub.memberplanet.com
MacDill AFB Club - macdillafbclub.memberplanet.com
Malmstrom AFB Club - malmstromafbclub.memberplanet.com
March AB Club - marchabclub.memberplanet.com
Maxwell AFB Club - maxwellafbclub.memberplanet.com
McConnell AFB Club - mcconnellafbclub.memberplanet.com
Menwith Hill AFS Club - menwithhillafsclub.memberplanet.com
Mildenhall AFS Club - mildenhallafsclub.memberplanet.com
Minneapolis-St.Paul ARS Club -minn-stpaularsclub.memberplanet.com
Minot AFB Club - minotafbclub.memberplanet.com
Misawa AB Club - misawaabclub.memberplanet.com
Moody AFB Club - moodyafbclub.memberplanet.com
Mountain Home AFB Event Center - mountainhomeafbec.memberplanet.com
Nellis AFB Club - nellisafbclub.memberplanet.com
Niagara Falls ARB Club - niagrafallsarbclub.memberplanet.com
Offutt AFB Community Center - offuttafbcc.memberplanet.com
Osan AB Club - osanabclub.memberplanet.com
Patrick SFB Club - patricksfbclub.memberplanet.com
Peterson AFB Club - petersonafbclub.memberplanet.com
Pittsburgh ARS Club - pittsburgharsclub.memberplanet.com
Ramstein AB Club - ramsteinabclub.memberplanet.com
Robins AFB Club - robinsafbclub.memberplanet.com
Scott AFB Club - scottafbclub.memberplanet.com
Shaw AFB Club - shawafbclub.memberplanet.com
Sheppard AFB Club - sheppardafbclub.memberplanet.com
Spangdahlem AB Club - spangdahlemabclub.memberplanet.com
Thule AB Club - thuleabclub.memberplanet.com
Tinker AFB Event Center - tinkerafbec.memberplanet.com/
Travis AFB Event Center - travisafbec.memberplanet.com
Tyndall AFB Club - tyndallafbclub.memberplanet.com
USAF Academy Club - usafacademyclub.memberplanet.com
USAFE Sites - usafesites.memberplanet.com
Vance AFB Club - vanceafbclub.memberplanet.com
Vandenberg SFB Club - vandenbergsfbclub.memberplanet.com
Westover ARB Club - westoverarbclub.memberplanet.com
Whiteman AFB Club - whitemanafbclub.memberplanet.com
Wright-Patterson AFB Club - wrightpattersonafbclub.memberplanet.com
Yokota AB Enlisted Club - yokotaenlistedclub.memberplanet.com
Yokota AB Officers’ Club - yokotaofficersclub.memberplanet.com
Youngstown-Warren ARS Club - youngstownwarrenarsclub.memberplanet.com

Q. Can our club administrators set up one login and share this with other admins at the club?

Club administrators should only be using their email and password to login to access administrative tools.

Q. Our club has a general email, can we set this up as an administrative login?

Administrative access will only be granted to individuals and their unique air force email.

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