Member365 Frequently Asked Questions

The answers below address common Member365 administration questions. Features and navigation can vary by configuration. If an option described here is unavailable in your system, contact Member365 Support for assistance.

1. What happens when an administrator cancels an event registration?

Administrators can remove a registration through the Event Report, while registrants may be able to withdraw through the Member Portal. The resulting Event History, Withdrawals report and Summary report behaviour can vary depending on the event-registration workflow used by your organization.

Before cancelling a paid registration, confirm whether a refund is required and review the expected reporting outcome. If the registration must remain visible as a withdrawal, or the event contains registrations created through different event workflows, contact Member365 Support before making the change.

See How to Cancel a Confirmed Attendee’s Event Registration.

2. Can a promo code be added after an invoice has been created?

Promo codes should normally be applied during checkout. There is no administrator self-service option for applying a missed promo code to an invoice that has already been created.

Contact Member365 Support and provide:

• The invoice number
• The promo code
• The expected discount
• Whether payment or a refund has already been processed

Support will review the invoice and confirm the appropriate correction.

3. Can the automatic fundraising purchase-receipt email be edited or disabled?

The fundraising purchase-receipt email is separate from the configurable donation receipt found under Fundraising Receipt Configuration. Parts of the purchase-receipt email are system-generated and cannot be edited directly by an administrator.

The portal name used in the email can be updated under Configuration → Organization Profile → Organization Information → What is the name of your portal?

If the tax-receipt wording is unsuitable or you need to confirm whether the email can be disabled for your workflow, contact Member365 Support.

See How to Configure Fundraising Receipts for the separately configurable donation receipt.

4. Can an administrator process an ACH payment for a member?

The administrator ACH option records a bank-transfer payment after the funds have been received. It does not provide a screen for entering a member’s bank-account credentials and initiating the transfer on the member’s behalf.

To record the payment:

1. Open the member’s invoice.
2. Select Process Payment.
3. Choose the ACH, bank-transfer or e-transfer option configured for your site.
4. Add the applicable payment notes or reference information.
5. Confirm the payment after your organization has received or verified the transfer.

For a credit-card payment, choose Credit Card and follow How To Process A Credit Card Payment as an Administrator.

5. Why can’t an organization contact renew the membership?

For an organization or group membership, the person completing the renewal must have an appropriate role. A contact who is related to the organization but has not been assigned the required role may be unable to renew.

To review the contact:

1. Open the organization record in the Administrator CRM.
2. Select Role Management.
3. Locate the contact who should manage the renewal.
4. Assign the Billing Contact role when the person is responsible for dues and renewals.
5. Confirm the contact has Member Portal access.
6. Ask the contact to sign in again and retry the renewal.

See Role Management.

6. Can someone receive administrative access only to Continuing Education?

Yes. Administrator permissions can be limited by module, so a Continuing Education reviewer does not require full CRM access.

1. Open Contacts → View Contacts.
2. Select the contact.
3. Open Permissions.
4. Enable Administrator.
5. Grant only the required Education permissions, such as View, Update or Reporting.
6. Leave unrelated permissions disabled.
7. Save the changes and provide access.

Grant only the permissions required for the person’s responsibilities. See How to Add Administrator Permissions to a Contact.

7. Can membership be bundled with event registration?

Member365 does not currently provide a built-in option to purchase or renew a membership inside the event-registration checkout. Membership and event registration are separate workflows.

A manual option is to sell an event ticket whose price includes the intended membership amount, identify the purchasers through the Event Report and enrol eligible contacts into the membership separately. Because this creates additional accounting and administrative work, confirm the eligibility, pricing and enrolment process before using this approach.

Contact Member365 Support if you require an automated or custom bundled workflow.

8. How do we update the credit card used for Member365 platform billing?

Update the card used for Member365’s recurring platform charges through the secure billing page:

Update the Member365 billing card

The new card will be used for future Member365 platform billing. This process is separate from updating a member’s saved payment profile in the Member Portal.

9. Is a shared administrator task list available on the dashboard?

A shared dashboard task-management feature is not currently documented as generally available in production. Contact Member365 Support for the latest availability information.

Until the feature is confirmed for your system, continue using your organization’s existing task-management process.

10. Where can event-registration confirmation emails be edited?

Event confirmation content is managed within the individual event rather than through one template that automatically applies to every event.

Open the event configuration, select the Registration area and locate the confirmation-email settings for that event. If the expected template or formatting controls are not visible, contact Member365 Support for help locating the correct message.

Related guidance: How to Include Calendar Links in Event Confirmation Emails.

11. What does “Approved Activities Pending Mailout” mean, and does it send email?

Approved Activities Pending Mailout is a Continuing Education tracking alert for organizations that provide a formal communication or certificate outside Member365 after approving or assigning an activity.

The alert does not itself send an automatic email. Selecting Mark as Sent records that your organization completed the external communication; it does not change the activity assignment or member record.

If your organization does not use an offline mailout or certified-certificate process, contact Member365 Support to confirm how the alert should be handled in your configuration.

12. Can an existing invoice be changed from non-member to member pricing?

There is no customer-facing workflow for converting existing invoice lines from non-member pricing to member pricing. Because the change can affect invoice totals, promo codes, payments and refunds, contact Member365 Support and provide:

• The invoice number
• The affected line items or tickets
• The correct member price
• Any promo code that must remain unchanged
• Whether a payment or refund has already been processed

Support will review and correct the invoice where appropriate.

13. Does the Bambora/Shift4 portal-address migration require Member365 gateway changes?

No Member365 gateway reconfiguration is required for the announced Bambora/Shift4 merchant-portal address change. Payment processing and the existing Member365 integration continue to operate as configured.

Administrators should:

1. Use the new Shift4 merchant-portal address provided by Shift4.
2. Update bookmarks, shortcuts and internal documentation that reference the old Bambora portal address.
3. Continue using the existing Member365 gateway unless Member365 or Shift4 provides separate integration instructions.

14. How can non-members access an online course without seeing member-only courses?

Non-member course access has two parts:

1. Go to Configuration → Member Portal → Setup → Access – Non-Members and enable portal access and Show Education, as appropriate.
2. Configure the individual course so only the intended membership categories or contact demographics can see or enrol in it.

For courses offered through the Online Store, a non-member can purchase the item—even when the price is $0—and receive the portal access and course entitlement associated with that purchase. Access to one course does not automatically grant access to courses restricted to other categories or demographics.

If a public store link sends a new user directly to sign-in without offering the expected account-creation path, contact Member365 Support before distributing the link.

See How To Manage Member Portal Access Rights for Non-Members.

15. How should event registrants be imported when an event has multiple ticket types?

Import each group of registrants using only the ticket type and workshops that apply to that group.

1. Download the event registration import template.
2. Create a separate file for each distinct ticket and workshop combination.
3. Upload the first file.
4. Select only the ticket type and workshops that every person in that file should receive.
5. Complete the import.
6. Repeat the process for each remaining ticket and workshop combination.

Do not select every ticket type unless every contact in that upload should receive every selected ticket. Incorrect bulk assignments may require Member365 assistance.

See How to Import Registrants to an Event Ticket and/or Workshop.

16. How do I report on all active members in a specific membership category?

1. From the Administrator Dashboard, go to Reports → Membership → Active. You can also use Membership → Reports → Active Members.
2. Filter the report by the applicable Membership Category, such as Student.
3. Confirm that the results contain the intended active members.
4. Select Export to Excel if a spreadsheet is required.

See How to View a List of Active Memberships.

17. Can implied email consent be updated in bulk?

Consent information can be updated through a controlled import, but the organization is responsible for confirming that the consent basis and date are accurate for every affected contact.

Contact Member365 Support before performing a bulk update. Prepare a file containing only the identifiers and consent fields required for the change. Support can confirm the mapping, update date and affected population.

Do not assign implied consent merely because a contact exists in the CRM. For individual changes and reporting, use Reports → Email → Email Consent.

See How to Manage Email Consent Settings.

18. How can we produce a member gender-statistics report?

The standard reporting interface does not currently provide a dedicated gender-statistics report. Member365 Support can help prepare a custom export containing fields such as:

• First and last name
• Email address
• Gender
• Membership category
• Membership number
• Active-membership status

When requesting the report, specify whether it should include only active profiles or memberships and whether blank or unspecified gender values should be included.

19. How do I create a Stripe payment gateway?

Contact Member365 Support before configuring a new Stripe payment gateway. The required setup process can depend on the Stripe integration used by your Member365 system.

Support will confirm whether the gateway can be configured through the Administrator CRM or should be completed during an assisted setup call. Do not send Stripe secret keys or credentials through email or a support-ticket comment.

20. How can we count unique contacts who logged in during a date range?

Use List Builder when you need a count of contacts who logged in during a period rather than a daily activity total.

1. Open Contact Lists/List Builder.
2. Create a new custom list.
3. Add the applicable Member Engagement login filter.
4. Set the required login date or relative period.
5. Add membership filters if the report should cover only members or selected membership categories.
6. Generate the list. The resulting count represents the unique contacts matching the login criteria.
7. Export the list if the underlying contact records are required.

Engagement Analytics is useful for trends and actions by date, while List Builder is better for identifying the unique contacts who meet defined login criteria.

See Member Engagement Analytics.

How do I request Member365 API access and developer documentation?

Submit the official Membership API request form. A Member365 account executive will follow up about your request.

1. Open the Membership API request form.
2. Provide the requested organization, contact, and integration details.
3. Submit the form. An account executive will contact you about API access and the developer documentation for your integration.
4. After Member365 confirms that the RESTful API add-on is enabled, sign in as an administrator and verify that Options → Configuration → API Key Setup is available.
5. Ask your developer or integration consultant whether they need an API Key or an OAuth Client before creating credentials.

The RESTful API is an optional add-on. Submitting the request form does not by itself activate API access. Do not create or share credentials until access is enabled, and share any keys or secrets only through a secure method.