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