> ## Documentation Index
> Fetch the complete documentation index at: https://memberful.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot with your members

> Troubleshoot common member issues in Memberful, from answering questions about your membership program to resolving sign-in, payment, and access problems.

export const ContactSupport = ({label = "Contact us to get set up →", fallbackEmail = "info@memberful.com", className = ""}) => {
  const handleClick = e => {
    e.preventDefault();
    if (typeof window !== 'undefined' && window.Intercom) {
      try {
        window.Intercom('showNewMessage');
        return;
      } catch (error) {
        console.warn('Intercom failed to open:', error);
      }
    }
    window.location.href = `mailto:${fallbackEmail}`;
  };
  return <a href={`mailto:${fallbackEmail}`} onClick={handleClick} className={className}>
      {label}
    </a>;
};

While it's your responsibility to communicate with your members, <ContactSupport label="Memberful's Customer Happiness team" /> will be there in the background, always available to help you troubleshoot and resolve any obstacles quickly and efficiently.

## Help your members help themselves

Your first line of defense for member questions is an easy-to-access FAQ page. Many common member questions can be easily solved with a bit of guidance. We've compiled a list of frequently asked questions (FAQs) for you to use on your membership site. [Copy these FAQs and modify them based on your setup.](/member-interface/extras/faq-for-your-member-page/)

Here are a few examples from other customers:

* [Club TWiT FAQ](https://twit.tv/clubtwit/faq)
* [Pack Hacker Pro FAQ](https://packhacker.com/pro/) (scroll down to the bottom of the page)
* [Craig Mod FAQ](https://craigmod.com/membership/) (scroll down to the bottom of the page)

## Understand the issue

The key to helping your members is to gather information about the issue. Ask questions like:

* What are you trying to do?
* What error message are you getting?
* Can you send me a screenshot of what you're seeing?
* What operating system and browser version are you using when you run into this issue? If you're not sure of the exact versions, visit [whatsmybrowser.org](https://www.whatsmybrowser.org) and send us a screenshot.
* Are you using a private or incognito browser window? Private browsing can block the cookies Memberful needs, and one-time login codes won’t work there. Open the page in a regular browser window and request a new sign-in email.

## Reproduce the issue

Once you understand the issue, see if you can reproduce it with a test member account.

Go to *Members → New Member* and create a member with a different email address than the one you use for any website-related admin accounts and log out of any website-related admin accounts. Then you have a few options to [provide free access to your test member account.](/member-management/payments-and-access/give-free-access/)

**Can you recreate the issue?**

* [If yes, contact us for help.](#when-in-doubt-contact-us-for-help)
* [If not, try to isolate the issue.](#isolate-the-issue)

## Isolate the issue

If you can't recreate the issue, the next step is to narrow down the culprit by asking the member to change one thing at a time.

* Whitelist our cookie if it's being blocked.
* Clear cookies and cache.
* Disable browser extensions.
* Try a different browser.
* Try a different device.

## When in doubt, contact us for help

No matter how you slice it, we're here to help.

Start with answers to the following questions:

* What is the issue or error message? (Share screenshots.)
* Can you reproduce the issue with a test member account?
* If so, have you isolated the issue? (e.g. "The issue only happens when I log in via this article from my iPhone 13 — iOS 15, Safari 15.4.")

We'll use the answers to these questions as a jumping-off point to help resolve the issue.