Troubleshoot with your members

We know it’s important for you to maintain a direct connection with your members—from answering questions about your membership program to solving any tech issues. And while it’s your responsibility to communicate with your members, Memberful’s Customer Happiness team will be there in the background, always available to help you troubleshoot and resolve any obstacles quickly and efficiently!

In this help doc:

Help your members help themselves

Your first line of defence 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 complied a list of frequently asked questions (FAQs) for you to use on your membership site. Feel free to copy these FAQs and modify them based on your particular setup.

Here are a few examples from other customers:

Understand the issue

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

Reproduce the issue

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

Navigate 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.

Can you recreate 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.

When in doubt, contact us for help

No matter how you slice it, we’re here to help! Send us a message with answers to the following questions:

We’ll use the answers to these questions as a jumping-off point to help resolve the issue! 💪

Can't find what you're looking for? We'd love to help! 💪

Send us a message through the orange chat bubble in the lower right corner of the page. You'll hear back within a few hours Monday - Friday. 😀