Skip to main content
You’ll be the main point of contact for your members, but you don’t have to troubleshoot every issue alone. In this help article, we’ll cover how to answer common member questions, gather information about an issue, reproduce and isolate it.

​
Help your members help themselves

An easy-to-access FAQ page can help members quickly resolve common questions on their own. We’ve compiled a list of frequently asked questions you can copy and customize for your membership site. Copy and customize the FAQs for your member page. Here are a few examples from other Memberful customers:

​
Understand the issue

Start by gathering details about what the member is experiencing. Ask questions such as:
  • What are you trying to do?
  • What error message are you seeing?
  • Can you send me a screenshot of what you’re seeing?
  • Which operating system, device, and browser version are you using?
  • Are you using a private or incognito browser window?
If the member doesn’t know their browser or operating system version, ask them to visit WhatsMyBrowser.org and send you a screenshot of the results.
Private or incognito browsing can block the cookies Memberful needs, and one-time login codes won’t work there. Ask the member to open the page in a regular browser window and request a new sign-in email.

​
Reproduce the issue

Once you understand the issue, try to reproduce it using a test member account.
1

Create a test member

In your Memberful dashboard, go to Members → New Member and create a member using an email address that isn’t connected to any of your website administrator accounts.
2

Prepare your test environment

Log out of Memberful and any website administrator accounts. This helps prevent your administrator access from affecting the test.
3

Give the test member access

Give the test member free access to the relevant plan or content, then repeat the actions that caused the original issue.
Were you able to reproduce the issue?

​
Isolate the issue

If you can’t reproduce the issue, ask the member to change one thing at a time. Have them try the action again after each change so you can identify what resolves the problem.
  • Allow Memberful cookies if they’re being blocked.
  • Clear the browser’s cookies and cache.
  • Disable browser extensions.
  • Try a different browser.
  • Try a different device.

​
Contact Memberful support

If you can’t resolve the issue, gather the following information:
  • A description of the issue and any error messages.
  • Screenshots showing what the member sees.
  • Whether you can reproduce the issue with a test member account.
  • The steps you’ve already taken to isolate the issue.
  • The affected device, operating system, and browser version.
For example: The issue only happens when I sign in from this article using an iPhone 13 with iOS 15 and Safari 15.4. Once you have those details, send them to our team so we can begin troubleshooting.