Membership FAQs

This FAQ answers common Membership questions for Member365 administrators. Navigation and available options can vary by permissions and configuration.

How do I renew a Membership Manually?

When would I use this? Use this when you need to renew a Membership Manually. For example, a membership administrator may need this answer to manage applications, renewals, roles, and member status correctly.

This article will show you how to renew a contact’s membership for them as an administrator.

1. From the Member365 Administrator Dashboard, type the contact’s name or email address into the search bar at the top of the screen. Click on the contact from the results to access their Contact Record.
2. If the contact has a membership up for renewal, there will be a ‘Manual Renew’ button under the Membership Summary on the right of the page. Click the ‘Manual Renew’ button.
3. You are now impersonating the contact. Ensure that the information is correct, and proceed through the renewal process as prompted.
4. Your contact’s membership will be renewed.

View the complete step-by-step guide.

How do I create a Membership Application Form?

When would I use this? Add custom questions to the application for a particular membership category, or troubleshoot questions that were added to the form but do not appear to applicants.

1. From the Dashboard, open Modules → Forms → Create and choose Membership.
2. Name the form, choose the Membership category, and use Launch Form Question Editor to add and save the questions.
3. For each question that applicants should see, click Setup → Properties and select Appears on application. Select Appears on renewal as well only when the same question should be asked during renewal.
4. Save the Question Properties, save the question, save the form questions, then use Save Draft for later work or Publish when ready.
5. Open Membership → Category Setup, select the intended membership category, and open its Application Form tab.
6. Under Custom Question/Fields, enable Link a custom form to the membership category?, select the published form, and click Save Membership.

Expected result: Questions with Appears on application selected are shown to applicants for the category linked to that form.

Troubleshooting: If a question is visible on the contact profile but missing from the public application, reopen that question’s Properties, confirm Appears on application is selected, and save at every level before testing the category’s application link again.

Create a Membership Application Form · Configure Form Question Properties

How do I configure my Membership Application Approval Workflow?

When would I use this? Use this when applications for a membership category require review before access or payment is completed.

1. Open Membership → Category Setup, choose the category, and find Workflow (Application Approval Process) on its Overview tab.
2. Enable the approval process and choose when dues are collected: during application or after approval. If payment occurs first, plan for a refund when a paid application is denied.
3. Choose when approved applicants receive Member Portal access, and review the renewal approval workflow separately if renewals also need review.
4. Click Save Membership and test the application, payment, approval, and denial paths with safe accounts.

Membership Application Approval Workflow

How do I test A Membership Application Process?

When would I use this? Use this when you need to test A Membership Application Process. For example, a membership administrator may need this answer to manage applications, renewals, roles, and member status correctly.

This article will guide you through testing your membership approval process.

1. Goto Membership, Category setup, find the memberhsip you are looking to test, click the three dots on the right, click application link, copy the link
2. Open an incognito browser window in your web browser and paste the link you copied earlier into the address bar to arrive at the following screen; 
3. Enter an email address that does not exist in the system, then click ‘ Continue ‘.
4. At the top of the application, verify that the description of the membership category is accurate.
5. Scroll down to the next section and ensure that all fields you intend to require are marked with an asterisk. In the example below, ‘First Name’ and ‘Last Name’ are mandatory, and the rest are not. (The email address is the one entered in step 2, and cannot be removed.)
6. Scroll further to the ‘ Contact Information ’ section, and verify that all fields you intend to be mandatory are marked with an asterisk; in the below example, none of the fields are mandatory. Then click ‘ Continue ‘.
7. The next page will present you with any choice of fee categories or any Extended Field questions that you have attached to this membership.
8. Once you have reviewed the membership, scroll to the bottom and click ‘ Continue ‘; you should be presented with a system message that thanks you for your application and indicates that administration will contact you after approval.

View the complete step-by-step guide.

How do I send Renewal Reminders Instantly?

When would I use this? Use this when a member needs a personal renewal link outside the scheduled reminder cycle.

Before you begin: Each member's {URL} renewal link is generated for that person in a renewal reminder; a standard bulk email campaign does not offer a universal renewal-link merge tag.

Steps in Member365:

1. Open Membership → Renewal Reminder on the Administrator Dashboard.
2. For one member, locate their row or open their contact record and click the envelope icon beside the renewal date.
3. Review the default reminder and send it to that member.
4. For a group, filter by membership category and the members' renewal-date range, review the results, then click Send Bulk Reminders.

Expected result: The built-in reminder sends each eligible member their own renewal link. A general campaign can instead direct members to log in and renew from their profile.

Test before going live: Review the category's default reminder and send an individual test before a bulk send.

Timing: Scheduled category renewal reminders run through a nightly process. To send an individual or filtered bulk reminder during the day, use the Renewal Reminder Tool described above and review the audience before sending.

What happens next? Monitor renewals and use the category's scheduled reminder settings for the ongoing cycle.

How to Send Renewal Reminders Instantly · Configuring Membership Renewal Reminders in Member365

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

When would I use this? Use this when you need to report on all active members in a specific membership category. For example, a membership administrator may need this answer to manage applications, renewals, roles, and member status correctly.

Use the Active Memberships report and filter it by category. The report contains active memberships in the selected category. For an overview of counts by membership category, also open Membership → Statistics. If you need a province or country breakdown, use a location-filtered List Builder report and verify the address field before exporting.

1. From the Administrator Dashboard, go to Reports → Membership → Active. You can also use Membership → Reports → Active Members.
2. Select the required Membership Category.
3. Confirm that the results contain the intended active members.
4. Click Export to Excel if you need a spreadsheet.

View the complete step-by-step guide.

Why can’t an organization contact renew the membership?

When would I use this? Use this when can’t an organization contact renew the membership and you need to understand the cause or correct the setup. For example, a membership administrator may need this answer to manage applications, renewals, roles, and member status correctly.

A related contact may be unable to renew an organization or group membership until the appropriate membership role is assigned. The Billing Contact role is responsible for dues and receives renewal reminders. The designated Billing Contact can manage dues and renewal actions for the organization membership.

1. From the Administrator Dashboard, go to Contacts → Organizations → View Organization.
2. Open the organization record.
3. Select Role Management.
4. Choose the applicable membership category and, if prompted, the Primary Contact.
5. Add or edit the person’s roles and enable Billing Contact.
6. Click Update.
7. Confirm that the person has Member Portal access, then ask them to sign in again and retry the renewal.

Which roles can renew? The Primary Contact and Billing Contact can renew a group membership. A Secondary Contact without either of those roles cannot renew solely because they are listed as secondary.

View the complete step-by-step guide.

Will a member still be able to access a membership certificate after the membership is archived?

When would I use this? Use this when deciding whether to archive a previous membership while the member may still need the certificate associated with it.

No. When a membership is archived, access to the certificate associated with that membership is removed. Archiving also immediately cancels the permissions and benefits connected to the membership, although the membership data remains saved in Member365.

If the member still needs to view or print the certificate, leave the membership unarchived until they have retrieved it.

View the complete step-by-step guide.

Will a lapsed member still receive renewal reminders, and how do I check the schedule?

When would I use this? Yes, Lapsed members can receive renewal reminders, but you need to ensure that your reminder schedule is setup to send reminders to people that have passed their renewal date. Use this when the renewal date has passed and you need to confirm whether later reminders will still go out. For example, a membership administrator is preparing a calendar-year renewal campaign and wants to avoid missing lapsed members.

Before you begin: Reminder timing is configured separately for each membership category. A reminder set for days after the renewal date can be scheduled for a member whose membership has lapsed.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Category Setup and select the category.
2. Open the Renewals tab and find Renewal Reminder Schedule.
3. Review each reminder’s enabled status and whether it is scheduled before or after the category’s renewal date.
4. Open a reminder to inspect its timing and content, including the {URL} renewal link tag.
5. Use the test-envelope option for a test email and click Save Membership after any change.

Timing and grace period: The before/after day offsets are counted from the membership renewal date, not from the end of its grace period. The member is lapsed after the renewal date while eligible portal access may continue during grace.

Processing time: Member365 processes scheduled automated tasks, including renewal reminder emails, at approximately 3:00 a.m. Eastern Standard Time on the scheduled date. The Guide does not document a setting to choose a different processing time. If a reminder must be sent during the day, use Membership → Renewal Reminder to send an individual or filtered bulk reminder after reviewing the audience.

Expected result: Enabled reminders follow the category’s configured schedule, including any scheduled after the renewal date. Disabling a reminder stops its future scheduled deliveries.

Test before going live: Inspect the test email and confirm its dates and renewal link before relying on the schedule.

What happens next? Review each category separately. A reminder already sent cannot be recalled by changing the future schedule.

View the complete step-by-step guide.

How do I temporarily pause membership renewal reminders?

Direct answer: Disable each scheduled renewal reminder in every affected membership category, then save the category. This pauses reminder emails only. It does not pause automated recurring billing charges, change renewal dates, or stop membership status transitions.

Before you begin: Confirm whether you need to pause reminder emails or also automatic renewal charges. Existing automated recurring billing subscriptions must be reviewed separately.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Category Setup.
2. Select a membership category.
3. Open the Renewals tab and scroll to Renewal Reminder Schedule.
4. Turn off the Status toggle for each reminder that should not send.
5. Scroll to the bottom and click Save Membership.
6. Repeat these steps for every membership category whose reminders should be paused.
7. When you are ready to resume reminders, return to each category, turn the applicable Status toggles on, and click Save Membership.

Expected result: Disabled renewal reminders do not send for the categories you changed. Re-enabled reminders follow each category’s saved schedule.

Troubleshooting: If a future reminder still sends, confirm that you changed the correct category and clicked Save Membership. A reminder that was already sent cannot be recalled. If automatic card charges must also be paused, do not rely on the reminder toggles; review automated recurring billing separately before making changes.

Configure Membership Renewal Reminders · Auto-Renewal and Manual Renewal

Why did renewal reminders use an old date after I changed the category’s annual renewal date?

When would I use this? Use this when an annual membership category has a new renewal date but existing members received reminders based on the old date. For example, a membership administrator moves the next annual renewal from January to February and needs to check which members are affected.

Before you begin: Changing a category’s annual renewal date applies to future applicants. Existing membership records keep their own renewal dates until those records are updated. Reminder timing is based on each member’s stored date.

Steps in Member365:

1. Open Membership → Category Setup, select the category, and confirm its annual renewal date and Renewal Reminder Schedule.
2. Open a sample of existing members’ contact records and inspect each membership’s renewal date.
3. Compare those stored dates with the category’s intended new date before changing any record or sending more reminders.
4. If existing dates need a coordinated correction, prepare the affected contacts, membership categories, and intended dates for a reviewed update. Use the supported individual change process or contact Member365 Support about a controlled bulk import.
5. After the records are corrected, recheck sample renewal dates and the reminder schedule.

Expected result: Future applications use the category configuration, while corrected existing memberships carry the intended date for their reminders.

Test before going live: Inspect several existing and new memberships and send a reminder test email before the next scheduled delivery.

What happens next? A category setting alone does not move existing members’ dates or recall emails already sent. Review all affected categories and records before assuming the change is complete.

View the complete step-by-step guide.

How do I get email notifications when membership applications need review?

Direct answer: A submitted membership application is available in Member365 for authorized administrators to review. Administrator email alerts are optional and configured separately for each membership category. Emails sent to the applicant are controlled separately under that category’s Automated Emails settings.

When would I use this? Use this when administrators need an email prompt after a new application arrives, or when you need to confirm which messages go to administrators versus applicants.

Before you begin: Confirm the membership category, its application approval workflow, and the intended administrator recipient addresses.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Category Setup and select the membership category.
2. On Overview, find Administrator Submission Notification.
3. Turn the notification on and select New Application. Select Renewals as well only if renewal notices are wanted.
4. Enter the administrator recipient addresses in Send email notifications to these email addresses, separating multiple addresses with commas.
5. Click Save Membership.
6. To review applicant-facing messages, open the category’s Automated Emails tab. Open the relevant email to review its subject and content, and confirm its Status is on if it should send.

Expected result: The configured administrators receive submission notices for the selected application or renewal events, while enabled applicant-facing automated emails send according to their own membership workflow event. Manually enrolling a contact into a membership does not trigger the new-application administrator notice.

Test before going live: Submit a controlled test application. Confirm it is available for administrator review, check the intended administrator inboxes including junk or quarantine folders, and verify the expected applicant email separately.

What happens next? Repeat the administrator-notification setup for each category that needs alerts, and review applicant emails independently for each category.

Configure administrator submission notifications · Review applicant-facing automated emails

Why did a group membership contact lose member benefits after their role changed?

When would I use this? Use this when someone moves from Primary Contact to another group role and can no longer use the benefits intended for group members.

Before you begin: A role in the organization is not the same as an Employee Account or Group Member under the membership. Related contacts can exist without being group members. Check the membership and portal permissions before adding an account.

Steps in Member365:

1. Open Contacts → Organization → View Organization and select the organization.
2. Review Role Management to confirm the contact’s current role and the correct group membership.
3. Open Employee Accounts, select the membership category and Primary Account Holder, and check whether the contact has a group member account.
4. If the person should have group member benefits, use the supported Create Account or Send Invite process to add them, with the appropriate Member Portal access.
5. Save the change and confirm the person can access the intended benefits.

Expected result: The contact has both the intended organization role and a group member account when each is needed.

Test before going live: Confirm the group membership’s available seats, the contact’s portal access, and the benefits visible to that contact.

What happens next? Changing a role alone does not automatically create an Employee Account for a contact who needs group member benefits.

View the complete step-by-step guide.

How do I change the badge shown for a membership category in the Member Portal?

When would I use this? Use this when members in a category should see a different badge on their membership page, such as after a category rebrand.

Before you begin: Have the replacement image ready. The Guide recommends 150 × 85 pixels. This is the membership category badge, separate from a membership status badge or your organization logo.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Category Setup and select the membership category.
2. Open Other Settings and find Membership Category Badge.
3. Select each applicable language tab, click Upload your Membership Category Badge, then Choose Files to upload the image.
4. Scroll down and click Save Membership.

Expected result: Members in that category see the new badge under My Account → My Profile → Membership in the Member Portal.

Test before going live: Check the category badge in the relevant language versions and view a member account in that category.

What happens next? Repeat for other categories that need a different badge. A membership status badge has a separate setting.

See the membership badge guide.

Why did no welcome email arrive after my prelaunch membership test, and how can I test it?

When would I use this? Use this while preparing a new membership program when a test application completes but no normal welcome email arrives.

Before you begin: Regular member welcome emails are tied to the launch process. A separate test email lets you check the template before the launch and does not count as a sent welcome email.

Steps in Member365:

1. From the Administrator Dashboard’s quick start guide, open the Final Step launch page and choose Let’s Go under Invite Members to the Portal.
2. Find the membership category and click its … menu, then Preview Email and Send Test Email.
3. Enter a test recipient email address on its own line, add an optional message, and click Send Email.
4. Check the received email’s tags, links, and call to action.

Expected result: The test recipient receives a preview without launching the category’s regular welcome mailing.

Test before going live: Open every link and review the sender, logo, wording, and member access path.

What happens next? Correct the template if needed, then coordinate the actual welcome email launch with the Member365 Customer Success team.

Test welcome emails · Launch your membership.

Do members on automated recurring billing receive regular renewal reminders?

When would I use this? Use this when planning renewal messages for members enrolled in automated recurring billing (ARB), including what happens after a renewal charge fails. Contacts enrolled into ARB receive separate reminders and not the regular reminders. 

Before you begin: Review each membership category's reminder schedule and ARB setup.

Steps in Member365:

1. Open Membership → Category Setup and select the category.
2. On Renewals, review Renewal Reminder Schedule for regular reminders.
3. Open a reminder and check the setting at the top to see if its a regular reminder or automated recurring reminder.
4. You can create a reminder for ARB by clicking add renewal reminder and selecting Automated recurring billing reminder at the top of the modal.
5. Use the test-envelope control and Save Membership after any changes.
6. To review unsuccessful renewals, open Financial → Reports → ARB Membership and select Failed.

Expected result: While ARB remains active, members receive the ARB notification about an upcoming charge instead of regular renewal reminders. If the renewal charge fails, Member365 sends the failed-payment notice, removes the membership from ARB, and the member begins receiving the category's regular renewal reminders.

Test before going live: Test both reminder templates and compare an active ARB member with a failed ARB record.

What happens next? After a failed ARB charge, the member renews through the regular renewal process and must opt in to ARB again if the membership category allows it. Review the contact and invoice records separately if you need to confirm whether an invoice was created.

Configuring Membership Renewal Reminders in Member365 · How to Set Up Automated Recurring Billing (ARB) for Membership Dues

How do I send someone a membership application link after an abandoned application?

When would I use this? Use this when an applicant needs to start the application again.

Before you begin: The example text in the abandoned-application template describing a link is an instruction to insert a real URL, not a working merge tag.

Steps in Member365:

1. Open Membership → Category Setup and select the relevant category.
2. Open Application Form Link (or Application Link) and choose View/Copy Application Link.
3. Paste that public application URL into your follow-up email.
4. Ask the applicant to complete and submit the form.

Expected result: The link opens a new application; earlier answers are not prefilled.

Test before going live: Open the copied URL in a signed-out browser and check the category and form before sending.

What happens next? Review any new submission through the category's normal approval process.

How to Create a Membership Application Form

How can someone receive an invoice before paying for a membership?

When would I use this? Use this when an applicant or renewing member needs an invoice approved by a billing team before payment is made.

Before you begin: Confirm that the membership checkout offers a check, cash, or other offline payment option and that the intended contact is completing the application or renewal.

Steps in Member365:

1. Open the applicable membership application or renewal checkout.
2. Complete the required membership information using the intended contact’s account.
3. At checkout, choose the available check, cash, or offline payment option.
4. Download or forward the resulting unpaid invoice to the billing contact.
5. After payment arrives, process it against that invoice in Financial → Manage Invoices.

Renewal reminders: Sending a renewal reminder does not create an invoice. Member365 does not automatically generate or email a renewal invoice before someone starts the renewal. A standard reminder sends the member a unique renewal link, and an invoice is generated only after the member initiates the renewal through that link and selects the applicable payment option. Choosing an available offline payment option creates an unpaid invoice that can be paid later.

Group billing contacts: For a group membership, assign the appropriate person the Billing Contact role. The Billing Contact receives the renewal reminder and unique renewal link, but assigning the role does not generate an invoice in advance.

Pending application: In the offline check application flow, the new membership remains Pending until the payment is recorded as Paid. That approval triggers the welcome email with portal access details. Confirm the status and any additional approval settings before promising access to an applicant.

Future membership start: Creating the invoice and enrolling the contact are separate actions. If the membership must not begin and the contact must not receive portal access until a future date, create and send the manual invoice now, then wait until the intended start date to use Quick Enroll. In Quick Enroll, enter the intended Inception Date and Renewal Date; select the welcome-email option only when portal access should be sent. The documented Quick Enroll workflow does not describe the invoice itself as scheduling activation, so do not rely on the invoice date or a future Inception Date alone to defer access.

Expected result: Member365 creates an unpaid invoice before funds are received, without requiring an online credit-card payment.

Test before going live: Use a safe test application or renewal and confirm the invoice recipient, total, and payment instructions.

What happens next? Track the invoice and membership approval status until the offline payment is recorded.

How to Create a Membership Application Form · How To Process Check, Cash, and Offline Credit Card Transactions · Managing Invoices in Member365

How do I limit what group primary contacts can edit on employee profiles?

When would I use this? Use this when a group manager should add or remove employees without changing existing contacts' personal details.

Before you begin: Review the current Group Membership permission settings for the category.

Steps in Member365:

1. Open Membership → Category Setup and select the group category.
2. Open Group Membership and review permissions for primary contacts and membership managers.
3. Set the available controls for updating employee accounts, residential addresses, and business addresses according to your policy.
4. Save the membership category.

Expected result: The allowed group roles can edit only the employee information enabled for them.

Test before going live: Impersonate a test primary contact and check the Employee Accounts controls before inviting members.

What happens next? Tell group managers to create or invite a new employee instead of overwriting a departing person's contact record.

How Primary Account holders can add members to their Group Membership

How do I collect a VAT or tax ID during membership application and renewal?

When would I use this? Use this when a tax identifier is needed before preparing an invoice.

Before you begin: Decide whether the field is optional and whether it should appear on application, renewal, or both.

Steps in Member365:

1. Open the relevant membership form in Modules → Forms → Manage.
2. Add a custom question for VAT or Tax ID in the Form Question Editor.
3. In the question's Properties, enable Appears on application and/or Appears on renewal as needed.
4. Save the question, form, and membership category's form configuration.

Expected result: Applicants supply the identifier on the relevant form, and the response can be referenced on their contact record.

Test before going live: Submit test applications with and without an identifier and inspect saved responses.

What happens next? Check the invoice separately; collecting a field does not guarantee automatic display on invoices.

How to Create a Membership Application Form · How to configure Form Question Properties

How do I invite imported former members to rejoin when they have no membership history in Member365?

When would I use this? Use this when old contacts were imported with a lapsed tag but no usable membership record.

Before you begin: A contact tag or member number alone does not make the contact eligible for built-in bulk renewal reminders.

Steps in Member365:

1. Use List Builder to identify the contacts with the relevant former-member tag.
2. Open Membership → Category Setup and copy each appropriate Application Form Link.
3. Send the tagged list an email campaign inviting them to reapply, with the correct application links.
4. Review new applications through the normal category process.

Expected result: Recipients start a new membership application rather than receiving an unusable renewal link.

Test before going live: Check a few contact records for actual membership history and open each application link in a signed-out browser.

What happens next? Keep historical records separate from the new application; do not unarchive a contact merely to force a renewal reminder.

How to Access the Membership Application Links · Membership Status: Active, Lapsed and Archived

Why won't my new membership category save when a custom form is enabled?

When would I use this? Use this when category setup reports a missing required item even though the current page looks complete.

Before you begin: The application may require a linked form when Link a custom form to this membership category is enabled.

Steps in Member365:

1. Open Membership → Category Setup and select the unfinished category.
2. On Application, find Custom Questions/Fields.
3. Choose a suitable form from the list, or turn off Link a custom form to this membership category if none is needed.
4. Save the category and test its application.

Expected result: The category can proceed without an empty required custom-form selection.

Test before going live: Open the application link and check that any selected form questions appear as intended.

What happens next? If the error persists, review the other category setup tabs for required fields.

How to Create a Membership Category · How to Create a Membership Application Form

Why are renewal reminder emails not sending to a member whose application is pending review?

When would I use this? Use this when a contact did not receive an expected renewal reminder and their membership application is awaiting administrator review.

Before you begin: Confirm the contact and category. A pending review can prevent the renewal email from sending, even when a reminder schedule exists.

Steps in Member365:

1. From the Administrator Dashboard, open Reports → Memberships → Applications Pending Review or the Applications Pending Review alert.
2. Find the contact and click Review.
3. Resolve the application with the appropriate action, such as Approve, Pre-Approve, or Request More Information, according to your approval policy.
4. Check the category under Membership → Category Setup → Renewals for its reminder schedule and review the contact’s renewal date.

Expected result: The application status and reminder eligibility can be explained from the reviewed membership record.

Test before going live: Review a sample contact’s application state and schedule before changing approval settings.

What happens next? If reminders still do not send after the application is resolved, contact Support with the contact and expected date.

How to Manage Membership Applications · Renewal settings guide

How can a member on automated recurring billing use a renewal promo code?

Direct answer: A membership promo code is used for one transaction only. A code used for the original application does not carry forward to later automated recurring billing (ARB) renewals. Future ARB charges use the membership category's configured recurring fee without the original promo-code discount.

Before you begin: If a member should receive a discount on an upcoming renewal, confirm that the code is configured for Renewal Fee, is valid for that renewal, and has not reached its date or use limits. A renewal promo code cannot be entered while the member remains on ARB.

Steps in Member365:

1. Ask the member to open My Account → Membership in the Member Portal.
2. Under ARB, choose Change this setting and confirm the opt-out. An administrator can also remove ARB under Financial → Reports → ARB Membership when authorized.
3. Have the member manually renew and enter the eligible renewal promo code at checkout.
4. Confirm the discount on the resulting invoice and verify the new renewal date.

Expected result: The member renews manually with the valid renewal discount instead of receiving an automatic ARB charge at the undiscounted recurring fee.

What happens next? Discuss whether the member wants to opt back into ARB for later renewals. A future ARB charge will use the configured recurring fee unless the member leaves ARB again and manually applies another eligible renewal promo code.

Remove a Member from ARB · Create a Membership Promo Code

How do I preserve each member’s unique renewal link when customizing a renewal reminder?

When would I use this? Use this when customizing a renewal reminder and each recipient must receive the link for their own membership renewal.

Direct answer: Customize the message in the membership category’s Renewal Reminder Schedule and keep the {URL} tag in the reminder. Member365 replaces that tag with the recipient-specific renewal application link when the reminder is sent. A standard Email Campaign does not provide a universal membership-renewal link tag, so do not rely on copied campaign HTML to create the renewal link.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Category Setup and select the membership category.
2. Open the Renewals tab and scroll to Renewal Reminder Schedule.
3. Click the reminder you want to edit, or click Add Renewal Reminder.
4. Create or update the reminder content and include the exact {URL} tag. For linked text, set the link protocol to <other> and enter {URL} as the link address.
5. Click + Add to confirm the reminder, then scroll to the bottom of the category and click Save Membership.
6. Use the envelope icon in the reminder’s Manage column to send a controlled test, then open the received link.
7. You can also send a renewal reminder from the contact record, on the membership record there will be a blue envelope Icon, click that to send a reminder to the member.

Expected result: Each recipient’s reminder opens that person’s membership-specific renewal flow. A person with multiple memberships can receive a separate reminder and link for each membership approaching renewal.

Troubleshooting: If the link opens the wrong page, remove any hard-coded renewal URL, restore the exact {URL} tag without extra characters, save the membership again, and repeat the test. If the new test still leads elsewhere, contact Member365 Support with the membership category and reminder name.

Configuring Membership Renewal Reminders · Member365 Email and Certification Tags

How do I list lapsed memberships due to renew in a particular period?

When would I use this? Use this when you want to follow up with people whose memberships lapsed after a specific renewal date, without including older lapsed records.

Before you begin: Choose the renewal date or range and decide whether to include all membership categories. One contact can have more than one lapsed membership.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Statistics → Lapsed Members.
2. Filter by membership category if needed, and use the report’s Renewal Date filter where available.
3. Click Export to Excel; if the date filter is not shown, filter the export’s renewal-date column.

Expected result: The report identifies lapsed memberships due for renewal in the chosen period.

Test before going live: Check several known records and compare renewal dates, not inception dates; count memberships separately from unique contacts.

What happens next? Refresh the report before sending a renewal outreach.

Review Lapsed Memberships · Membership Reporting

How do I stop a membership temporarily without deleting the contact?

When would I use this? Use this when a member needs a break and you want to retain their contact and membership history.

Before you begin: Archiving cancels the membership’s benefits, permissions, and renewal date immediately; it is not a pause with automatic reinstatement. Confirm this effect with the member and your team.

Steps in Member365:

1. From the Administrator Dashboard, search for and open the person’s Contact Record.
2. In Membership/Subscription Summary, select the correct membership and click Archive Membership.
3. Review the confirmation, then click Confirm. When the person returns, open Membership (MMS) on the contact record and use Unarchive; review renewal details separately.

Expected result: The membership is archived while the contact’s membership record remains available.

Test before going live: Check the membership status and access on a test record before changing a live member.

What happens next? Arrange a reminder to review reinstatement; Member365 does not automatically restore the membership.

Archive a Membership · Unarchive a Member

On Leave option: If the membership category has an On Leave option, enable it in that category’s settings and review the option on the contact record. This status is changed manually. It has no automatic end date or administrator reminder, so use the available report and set a separate follow-up for reinstatement. Review its effect on access and renewal with a test contact. Archiving, described above, remains a separate way to end privileges while retaining history.

Where can I report memberships that were cancelled or archived in a month?

When would I use this? Use this for a monthly board report that separates new memberships from memberships your organization archived.

Before you begin: Decide whether you are counting membership records, organizations, or unique contacts; these totals can differ.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Statistics.
2. Open the Archived Members report for archived memberships, and the new or active membership reports for comparisons.
3. Filter by membership category as needed, then click Export to Excel and review the archive date for your reporting month.

Expected result: You have a dated list of archived membership records to compare with new memberships.

Test before going live: Spot-check a few archive dates and organizations; do not count employee accounts as separate organizational memberships.

What happens next? Refresh and export the reports each period; saved spreadsheets do not update automatically.

Membership Reporting · Membership Statuses

Does the Default Renewal Reminder send automatically?

When would I use this? Use this when a category has both a Default Renewal Reminder under Automated Emails and scheduled renewal reminders, and you want to avoid duplicate messages.

Before you begin: The default template is used when an administrator sends a reminder manually; scheduled reminders are configured separately on the category’s Renewals tab.

Steps in Member365:

1. Open Membership → Category Setup and select the membership category.
2. Review Automated Emails → Renewal Emails → Default Renewal Reminder for the manual-send template.
3. Open Renewals → Renewal Reminder Schedule to review automatic dates and messages.
4. To send one manually, open Membership → Renewal Reminder, select a contact, review the message, and send it.

Expected result: You can distinguish manually sent reminders from scheduled reminders.

Test before going live: Preview the manual reminder and use the schedule’s test-envelope control for a test message.

What happens next? If the default template is off, the manual reminder opens without its prefilled content; prepare the message before sending.

Send Renewal Reminders Instantly · Configure Scheduled Reminders

What does Abandoned Membership Applications/Renewals mean, and how do I edit the follow-up email?

Direct answer: The alert lists membership applications or renewals that a contact started but did not finish. Member365 can send an automatic follow-up from the Public Account Request system email template. This is a system template, not one of the per-category templates under Membership → Category Setup → Automated Emails.

Before you begin: The abandoned report covers membership applications and renewals, not standalone web forms. Check the contact and any accompanying invoice before deleting anything. Deleting an abandoned application deactivates that application and voids its invoice; the contact record remains.

Review or remove an abandoned application:

1. On the Administrator Dashboard, find Alerts → Abandoned Membership Applications/Renewals.
2. Open the alert and search for the contact to review the incomplete application.
3. If it should be removed, select the checkbox, click Delete Selected, and confirm.

Edit the automatic follow-up email:

1. Open the list of system email templates by adding /crm/emailtemplates/listToModify to your Member365 CRM address. If you cannot access that page, ask Member365 Support for your site’s system email-template editor link.
2. Open the Public Account Request template used for the abandoned-application follow-up.
3. Edit the wording above the {URL} tag. Keep {URL} exactly as written so Member365 can insert the application link.
4. If your site uses more than one language, review and save each language tab separately.
5. Save the template, then test with an email address you can access.

Expected result: Future follow-up emails use the saved wording and include the generated application link.

Troubleshooting: Check spam or junk if the test email does not arrive. Changing the template does not reactivate an expired link or change an application that is already pending review or payment. If the generated link is expired, review the application status before deleting or restarting it and contact Member365 Support if the applicant still needs access.

What happens next? If the contact must start again, provide the current public application link and have them submit a fresh application.

Review and Delete Abandoned Applications · Abandoned Members Email Template

Can I use a fee calendar and proration together on a membership category?

When would I use this? Use this when a test application charges a different amount than the fee calendar suggests.

Before you begin: A fee calendar and standard proration are alternative ways to adjust annual membership fees. Configure one method for the category; standard backward proration calculates remaining months to renewal, not a quarterly initial fee.

Steps in Member365:

1. Open Membership → Category Setup, select the category, and review its Fees settings.
2. If using a Fee Calendar, set Prorated Fees to None and check that the calendar covers the full 12 months.
3. If using standard proration, clear the conflicting Fee Calendar terms and choose the intended prorating option.
4. Click Save Membership.

Expected result: The application fee follows the single configured method.

Test before going live: Run test applications in different months and compare the displayed amounts with the approved fee schedule.

What happens next? Review future fee changes against that method before accepting paid applications. Support also confirmed that fee calendar, membership extension, and proration are alternative configurations for this use case. If your annual renewal begins January 1, verify the category’s renewal date and test a December signup before charging members.

Set Up a Fee Calendar · Membership Fees Tab

How do I enable automatic membership renewals?

Direct answer: Enable Automated Recurring Billing (ARB) separately for each eligible membership category. ARB is intended for flat-fee memberships and requires a supported payment gateway and credit-card payments.

When would I use this? Use this when members should be able to opt into—or be required to use—automatic credit-card renewal for their membership dues.

Before you begin: Confirm that your payment gateway supports ARB. Do not enable ARB for fee-category or unit-calculator memberships. Decide whether ARB will be optional or enforced and whether it should be offered during new applications, renewals, or both.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Category Setup.
2. Select the membership category you want to configure.
3. Open Fees, Payment Methods, Taxes.
4. Under Payment Types, confirm that Credit Card is enabled.
5. In Automated Recurring Billing, set Do you want to enable Automated Recurring Billing to YES.
6. Choose whether members may opt in For New Applications, For Renewing Members, or both.
7. If ARB should be mandatory, enable Do you want to enforce Automated Recurring Billing? and decide whether members may opt out.
8. Click Save Membership. Repeat these steps for every category that should offer ARB.

Expected result: Eligible members can select ARB at the configured application or renewal stage, or are enrolled according to the enforcement setting. When renewal is due, Member365 charges the saved credit card and sends the member a confirmation email.

Test before going live: Review the application and renewal experience for an authorized test membership and confirm that the ARB choice and policy wording match your intended setup.

What happens next? Review each membership category separately; enabling ARB in one category does not enable it for the others.

Set Up Automated Recurring Billing for Membership Dues · Manage Membership Renewal Settings

Do group members receive a welcome email when a primary contact adds them?

When would I use this? Use this when a group primary contact or membership manager is adding employee accounts and you need to know how portal credentials are sent.

Member365 automatically sends the group membership welcome email when a contact is added to the group with Member Portal access. A primary contact does not have to send a separate staff administrator welcome message.

Steps in Member365:

1. Confirm that the group membership permits its primary contact to add or invite employee accounts.
2. Have the primary contact open My Account → Employee Accounts in the Member Portal and use Create Account or Send Invite.
3. Verify that the new contact has Member Portal access; if the email is missing, review the contact’s communication log and address.

Preparing a group before launch: Choose No Member Portal access when adding an employee contact if the person should not yet receive portal credentials. Support confirmed this did not trigger a welcome email in the tested group; review the contact's email log before a large import.

Expected result: The new group contact is added and the configured welcome email is sent when portal access is granted.

What happens next? Review the category’s automated welcome email before inviting a large group.

Add Members to a Group Membership

How do I require members to accept a disclaimer each time they renew?

When would I use this? Use this when members must acknowledge a policy, liability waiver, or other agreement during both application and every renewal.

Add a mandatory disclaimer to the relevant membership category’s application form. The same disclaimer appears on that category’s renewal form, and members must select its acknowledgment checkbox again each time they renew.

Steps in Member365:

1. Open Membership → Category Setup and select the membership category.
2. Open Application Form, find Disclaimers, and click Create Disclaimer or open an existing disclaimer.
3. Enter the statement and full details, set Is it mandatory for the member to agree to this disclaimer? to Yes, click Add Disclaimer, and confirm its Status is on.
4. Click Save Membership.

Expected result: Applicants cannot finish the application without acknowledging the mandatory disclaimer, and renewing members must acknowledge it again during each renewal.

Test before going live: Complete both a test application and a test renewal for the category and confirm the statement, full disclaimer details, and required checkbox appear.

Add or Edit Membership Application Disclaimers

Are membership add-on fees included in proration?

When would I use this? Use this when a membership has a prorated base fee and a separate add-on charge on the invoice.

Proration applies to the membership fee; a membership add-on creates a separate invoice line and is not prorated by that setting.

Steps in Member365:

1. Review the membership category’s fee and proration setup before opening enrollment or renewal.
2. Check the invoice preview to confirm the base membership charge and the full add-on charge are what you intend.
3. If the agreed charge requires a different breakdown, prepare a manual invoice with reviewed line items and manage enrollment separately.

Expected result: The invoice reflects the intended full add-on amount alongside any prorated membership fee.

What happens next? Test with a sample enrollment at the relevant date; review tax and renewal dates before issuing an invoice.

How do I move someone from an individual membership to a group membership?

When would I use this? Use this when an existing individual member should become part of a group membership.

Enroll the existing contact in the group membership, then review whether the individual membership should be archived. Do not delete the contact or its history.

Steps in Member365:

1. Find the existing contact and confirm the intended group category, organization, effective date, and billing treatment.
2. Use the manual enrollment workflow to enroll that contact in the group membership.
3. Check the group role and Member Portal access. If the individual membership should no longer remain active, archive that membership after confirming its invoices and renewal consequences.

Expected result: The contact retains their record and has the intended group membership and role.

What happens next? Verify the resulting membership status, renewal date, portal access, and welcome email before closing the request.

Manually Enroll a Member

How do I change the email sent after a member renews?

When would I use this? Use this when a renewal confirmation contains an outdated message or needs different wording for a membership category.

Edit the automated renewal email in that category’s settings. This is separate from the schedule and wording of renewal reminder emails.

Steps in Member365:

1. Open Membership → Category Setup and select the membership category.
2. Open Automated Emails → Renewal Emails and select the message you want to change.
3. Update its subject and body, click Save Updated Email, review its status toggle, and click Save Membership.

Expected result: Future renewals in that category use the updated automated message.

What happens next? Test a safe renewal flow or review a test email before the next renewal campaign, and repeat for other categories that need the same change.

Change Automated Membership Emails

Who receives renewal reminders for a group membership?

When would I use this? Use this before configuring corporate or organizational renewal messages.

Before you begin: Group memberships have a primary contact and may have a separate billing contact; employees do not each receive the membership renewal reminder.

Steps in Member365:

1. Open Membership → Category Setup and select the group membership category.
2. On Renewals, inspect the Renewal Reminder Schedule and the message sent for the category.
3. Review a test group’s primary and billing contacts, then send a test reminder.
4. If employee names must appear in the email, plan another communication; the standard reminder does not insert an employee roster.

Expected result: Renewal messages go to the primary contact and billing contact, rather than all employee accounts.

Test before going live: Check a test group’s roles, recipient addresses, message, and send schedule before sending live reminders.

What happens next? Keep the responsible contacts current as staff change.

Configure Renewal Reminders · Change a Primary Contact

Why don’t group membership employees have their own member numbers?

When would I use this? Use this when reviewing employee accounts beneath an organization membership.

Before you begin: The group’s primary contact owns the membership; employee accounts can belong to the group without separate membership numbers.

Steps in Member365:

1. Open the organization’s group membership and identify its Primary Contact.
2. Open that contact record and check the membership and assigned member number.
3. Review an employee’s related contact record to confirm they are attached to the correct group.

Expected result: The primary contact has the group membership number; employee accounts can be associated without individual numbers.

Test before going live: Spot-check one known group and its employees before using member-number fields in an event or report.

What happens next? For event registration, identify each attendee by their contact record rather than assuming every employee has a member number.

Employee Accounts and Group Members · Track Group Members

How do I see how many active members we had on an earlier date?

When would I use this? Use this for a historical board report or to compare membership counts over time.

Before you begin: Decide whether your report should count all members or a filtered group, such as one country or province.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Statistics → Additional Membership Reports → Member Count.
2. Set the historical date, membership status Active, and any available location or category filters.
3. Review the numerical breakdown and record the chosen date and filters alongside the count.

Expected result: The report shows the memberships matching those filters on the selected date.

Test before going live: Compare a known date and location with a prior report, and confirm whether the total includes group employees.

What happens next? Repeat with the same filters to make periods comparable.

Membership Reporting

Why is a membership tier missing from the tier report?

When would I use this? Use this when a contact has a tier on their record but does not appear in the Membership Tier Report.

Before you begin: The report includes active memberships. A historical tier on a lapsed membership will not appear as a current member.

Steps in Member365:

1. Open Membership → Statistics and review the Membership Tier Report.
2. Open the contact record and compare its membership status and tier.
3. If the membership should be active, investigate its renewal or status before changing it.

Expected result: Active tier holders appear in the report; lapsed members are omitted even if they retain a tier history.

Test before going live: Compare an active contact and a lapsed contact with the same tier before drawing conclusions.

What happens next? Use the lapsed-members report when investigating former tier holders.

Membership Reporting · Membership Status

Why didn’t someone receive another welcome email after changing membership?

When would I use this? Use this when a returning member or someone moved to another membership category does not receive a new login email.

Before you begin: A contact who already received portal credentials normally keeps the same account. A new membership assignment does not automatically resend a welcome email. An already-sent welcome email cannot be regenerated in a different language after the contact changes language preference; share the needed access details through the established portal and password-reset process or ask Support for help.

Steps in Member365:

1. Open the contact record and review its portal access and previous welcome-email history. An earlier event registration may already have created the contact and sent portal access credentials; check its email logs before expecting a new welcome email.
2. Check that the correct membership and portal permissions are active.
3. If the person cannot sign in, use the established portal access or password-reset workflow rather than deleting their contact record.

Expected result: The contact keeps their existing portal credentials and can use the new membership’s permitted features.

Test before going live: Ask the contact to sign in and check their membership view before requesting any credential change.

What happens next? If access still fails, investigate the account and contact Support without deleting history.

Manage Welcome Emails · Manage Portal Access

How do I archive a membership while keeping the contact’s history?

When would I use this? Use this when a membership must end, including when the member can no longer participate, but the organization needs to keep the contact’s history.

Before you begin: Archiving ends the membership’s access, renewal dates, and benefits immediately. It keeps the membership record and can be reversed; review other memberships on the same contact first.

Steps in Member365:

1. From the Administrator Dashboard, search for and open the contact record.
2. Under Membership/Subscription Summary, select the membership to end.
3. Click Archive Membership and read the confirmation, then click Confirm.
4. Check the contact’s Membership (MMS) history.

Expected result: The selected membership is inactive while its historical record remains on the contact.

Test before going live: Confirm you selected the correct membership and review any portal access or renewals affected.

What happens next? If archiving was a mistake, follow the unarchive workflow; do not permanently delete the contact to end a membership.

Choose archive for recoverability: A membership record that is deleted cannot be restored. Check the intended contact and membership carefully before taking a deletion action; archive when the record or history may be needed again.

Archive a Membership · Unarchive a Member

How do I give someone a membership without generating an invoice?

When would I use this? Use this when offering a complimentary membership for a limited period and you do not want an automatic invoice.

Before you begin: Confirm the membership category, start date, renewal date, and access the person should receive.

Steps in Member365:

1. Search for and open the contact record from the Administrator Dashboard.
2. Use the contact’s manual membership enrollment action rather than sending a public application link.
3. Select the membership category and enter the intended membership dates, then save.
4. Check the contact’s membership and invoice history before notifying them.

Expected result: The contact has a membership without an automatically generated membership invoice.

Renewal reminders: Quick Enroll does not require application-form answers and does not generate a membership invoice, but the member will still receive the category’s scheduled renewal reminders. Check the enrolled membership status and renewal date before relying on those reminders.

Test before going live: Verify the dates, benefits, portal access, and invoice history on a test contact.

What happens next? Track when the complimentary period ends and plan its renewal or archive.

Enroll a Member Manually

Why is a renewal-date tag blank in a welcome email?

When would I use this? Use this when a membership welcome email includes a renewal-date merge tag but the sent message does not show a date.

Steps in Member365:

1. Review the welcome email template and remove a renewal-date tag that depends on a date not yet assigned.
2. Use the welcome email for portal credentials and initial membership information.
3. Put renewal-date details in a later membership or renewal message once the date exists.

Expected result: The welcome email no longer shows a blank renewal date; renewal messages use data available after membership setup.

Related Guide article

How do I charge membership tax based on the member's location?

When would I use this? Use this when membership invoices should use the applicable tax for the contact's province or state.

Steps in Member365:

1. Open Membership → Category Setup and select the category.
2. On the Fees tab, set the tax calculation to Member Location and save.
3. Test with contacts in different locations before issuing live invoices.

Expected result: Membership invoices use the configured location-based tax for new transactions. Review existing invoices separately.

Where do I change when the renewal badge appears in the Member Portal?

When would I use this? Use this when the renewal prompt appears too early or too late for a membership category.

Steps in Member365:

1. Open Membership → Category Setup and select the category.
2. On Renewals, find the renewal badge setting under Advanced Renewal Rules.
3. Set the number of days before renewal for the prompt and save.
4. If needed, adjust its colour in Modules → Member Portal → Settings → Member Portal Customization and test a member account.

Expected result: The renewal prompt follows the category timing; the colour is controlled separately from the timing.

Related Guide article

Can a lapsed member renew if the portal grace period is zero days?

When would I use this? Use this when the membership category ends portal access immediately after its renewal date.

Before you begin: Check the category’s Force Renewal setting as well as the portal access grace period.

Expected result: With a zero-day grace period, lapsed members lose ordinary Member Portal access. If Force Renewal is enabled, a lapsed member reaching the portal is prompted to renew rather than entering member content.

What happens next? Test a lapsed account before changing renewal settings for a whole category.

Manage Membership Renewal Settings

Where can I find a document uploaded with a membership application after approval?

When would I use this? Use this when you reviewed an applicant’s uploaded file and later need to open it from their record.

Before you begin: Have access to the approved contact’s record.

Steps in Member365:

1. Search for and open the contact.
2. Select Membership (MMS) from the contact profile.
3. Scroll to the application questions and open the link for the uploaded file.

Expected result: The approved member’s application answers and attached file remain available on the contact’s membership record.

What happens next? If the expected question is absent, confirm which membership form the contact actually completed.

Access Responses to Membership Application Forms

Will someone who already renewed receive another renewal reminder this month?

When would I use this? Use this when you want to avoid sending reminders for a renewal date the member has already moved beyond.

Before you begin: Reminder timing is calculated from the contact’s current next renewal date.

Steps in Member365:

1. Open the contact’s membership record and note the next renewal date.
2. Open the category’s Renewal Reminder Schedule and compare each enabled reminder’s offset with that new date.

Expected result: A reminder tied to the old date is no longer due after renewal. A very early reminder for the new date could still be scheduled during the same month.

What happens next? Check unusual offsets, such as reminders set almost a year ahead, before sending a campaign to recently renewed members.

Configuring Membership Renewal Reminders

How do I rename “General” on the membership add-on step?

When would I use this? Use this when the add-on category label on the application does not describe its items.

Before you begin: The label comes from the membership add-on category, which can be edited.

Steps in Member365:

1. Open the organization’s Membership Add-On Categories and select the category named General.
2. Change its title to the intended label and save.
3. Preview the membership application’s add-on step to verify the displayed category.

Expected result: The application shows the updated add-on category title.

What happens next? Review other add-ons that use the same category before changing a shared label.

Attach an Add-on to a Membership Application

Why does a membership show Lapsed during its grace period?

Direct answer: The membership becomes Lapsed when its renewal date passes, but the member can still renew while they remain within the configured grace period.

The grace period does not postpone the Lapsed status change; it temporarily preserves member treatment and portal access so the contact can renew late. The grace period is counted from the membership renewal date. For example, a member with a January 1 renewal date and a 30-day grace period can still renew on January 31.

Before you begin: Review the membership's renewal date and the category's configured grace period before changing access or reporting rules. After the grace period expires, the available renewal path can depend on the category's portal-access and Force Renewal settings.

What Is the Membership Grace Period? · Membership Status

Can I send the membership pre-approval email from a contact profile?

When would I use this? Use this when an applicant needs the pre-approval invoice email but the administrator is looking for a send button on their contact record.

The pre-approval email is part of reviewing an application in a category configured for approval and payment after pre-approval. It is triggered by the Pre-Approve action, not sent independently from a contact profile.

Steps in Member365:

1. Open Membership → Reports → Applications Pending Review or the dashboard's pending application alert.
2. Open the application and review it.
3. Click Pre-Approve, review the email and invoice, then confirm the action.

Expected result: The applicant receives the pre-approval email and invoice through the application workflow.

Pre-Approve Membership Applications

How do I change a contact's membership category without deleting their record?

Direct answer: Keep the existing contact record. For a true category change, enroll the same contact in the new category and archive the former membership only after the new membership is verified. If the person is joining an existing organization or group membership, add the existing contact as an Employee Account or Group Member; a Related Contact relationship alone does not give them group-membership access.

Before you begin: Review the contact's current membership, renewal and payment history, portal access, benefits, and certificate access. Confirm that the destination organization already has the intended group membership and an available seat.

For a true membership-category change:

1. Search for the contact and open their existing Contact Record.
2. Use Quick Enroll to enroll that same contact in the new membership category.
3. Confirm that the new membership, dates, fees, and access are correct.
4. Archive the former membership only after the replacement membership is active and any certificate or historical access requirements have been addressed.

For access through an existing organization or group membership:

1. Open the intended organization and confirm its group membership and available employee or group-member seat.
2. Review the person's existing individual membership before making changes.
3. Use Employee Accounts to add or invite the person with the email address on their existing contact record.
4. Verify that Member365 associated the group access with the intended existing contact and did not create a duplicate contact.
5. Confirm the person's Employee Account or Group Member access, permissions, benefits, and renewal responsibility.
6. Do not archive the existing individual membership merely because group access was added. Member365's documented workflow does not establish a universal conversion path for an existing Primary Account Holder or individual membership. Review the account and both memberships, and contact Member365 Support when the correct transition is not clear.

Stop and review: If Quick Enroll proposes creating a new organization or making the person a new Primary Contact or Account Holder, stop. That is not the same as adding the existing contact to an organization's current group membership.

Expected result: The original contact record remains intact. A true category change has one verified current membership and a preserved historical membership record; an organization access change represents the person as an Employee Account or Group Member without prematurely ending a separate individual membership.

Add or edit Employee Accounts or Group Members · Archive a Membership

How do I report members due to renew on a particular date?

When would I use this? Use this when preparing outreach for memberships with an upcoming renewal date.

Steps in Member365:

1. From the Administrator Dashboard, open Membership → Statistics → Membership Reports.
2. Choose Upcoming Renewals and set the renewal date range to include the date you need.
3. Filter by membership category if needed, review sample records, and export the report to Excel for additional organization-specific filtering, such as chapter.

Expected result: You have a list of memberships due to renew in the chosen period. For people who have already lapsed, use the separate Lapsed Members report and its renewal-date filter.

Membership Reporting

Why is a membership category missing when I use Quick Enroll?

When would I use this? Use this when a category is available in setup but does not appear for a particular contact in Quick Enroll.

A current, pending, or previously archived membership in that category can affect which categories appear for that contact. Check the contact's history before changing records.

Steps in Member365:

1. Search for the contact from the Administrator Dashboard and open their contact record.
2. Open Membership (MMS) and review current, pending, and archived memberships for the category.
3. Resolve a pending application first. If a previous membership is archived, review whether unarchiving it fits the intended renewal or enrollment workflow.
4. Return to Quick Enroll and check the available categories. Contact Support if the category is still missing or you are unsure how a prior membership should be handled.

Expected result: The contact's existing membership state explains the missing choice or Support can identify the remaining cause. Do not delete a historical membership merely to expose a dropdown option.

Does the group seat count include the primary contact?

When would I use this? Use this when setting group membership capacity or investigating a blocked employee invitation.

The primary contact role itself is separate from the configured employee or group seats. For example, two seats allow a primary contact plus two employee accounts. A primary contact can also be invited as an employee account; if assigned that role, check available employee seats and confirm the resulting count in the organization record.

1. Review the group membership category’s seat setting and the organization’s assigned employee accounts.
2. Check Purchase History for any additional seat purchases before changing a seat package manually.
3. If capacity still appears wrong, contact Support with the category and affected group.

A membership add-on alone does not increase seat capacity; configure the category’s additional seat options when extra places must be sold.

Does a lifetime membership require annual renewal billing?

When would I use this? Use this when configuring a lifetime category for members who should remain active without a yearly renewal fee.

A membership category with its renewal period set to Lifetime and a $0 renewal fee does not follow the standard annual renewal billing cycle. Review the category's application, directory, and access settings separately before moving members into it.

Steps in Member365:

1. Open Membership → Category Setup and select the lifetime category.
2. Review its renewal period and fee settings, then save the category.
3. Test with a suitable contact and verify the resulting status and directory visibility.

Expected result: The lifetime member remains in the intended category without an annual renewal invoice. Member365 does not automatically flag someone when a years-of-service threshold is reached; use a report or your own review process to identify candidates.

Why can't I attach a membership to an organization with no contacts?

When would I use this? Use this when an organization exists in the organization tree but has no membership controls or active membership.

The membership is enrolled through an associated contact. Create or identify the correct contact first, then associate that contact with the organization.

Steps in Member365:

1. Open an existing contact record or create a new one for the organization.
2. Edit the contact and select the intended organization in Organization Name; save.
3. Under the contact's membership enrollment, choose Quick Enroll, select the appropriate membership category, and save.
4. Check both the contact record and organization record for the resulting membership.

Expected result: The contact's membership is associated with the intended organization. Review roles and invoicing before enrolling a real organization.

Where can members see a membership fee category or add-on they selected?

When would I use this? Use this when a member cannot find their selected fee option in the Member Portal's membership view.

The selected fee category is not displayed on the Membership tab. Membership add-ons are different from fee categories; purchased add-ons can be checked on the related invoice under Invoices and Receipts.

What happens next? If members should only change their fee category at renewal, review the category option that permits changes from the Member Portal before relying on it for event pricing or access. Test the renewal and invoice view with a representative member.

Does an active parent organization make a child organization active?

When would I use this? Use this when a branch linked to a paid parent still appears inactive.

Before you begin: Parent and child organization records are independent for membership status; the relationship alone does not pass the parent's active status to the child.

Steps in Member365:

1. Open the child organization and identify its associated contacts and membership.
2. Check whether an associated contact has an active membership for that child.
3. If the child should have its own group membership, review its category, contact association, and enrollment before making changes.

Expected result: The child organization becomes active through an associated contact with an active membership; a paid parent alone does not activate it.

Test before going live: Check the parent and child organization records separately after enrollment.

What happens next? Contact Support if the linked organizations show an unexpected status.

How do I enroll many contacts in the right membership categories?

When would I use this? Use this when numerous contacts need category assignments or enrollment at once.

Before you begin: Confirm each contact's identity and intended category, dates, and fee treatment before a bulk change.

Steps in Member365:

1. For a handful of contacts, open each contact record and use Quick Enroll with the intended membership category.
2. For a larger group, download the appropriate Member365 import template and enter the contacts and membership details.
3. Send the completed sheet to Member365 Support or your Success Coach for review and import; verify a sample of resulting memberships.

Expected result: The reviewed contacts receive the intended category assignments without editing every large batch one by one.

Test before going live: Compare source rows to resulting contact records and invoices before notifying members.

What happens next? Resolve any duplicate contacts or fee questions with Support before a bulk import.

The Perfect Import

How do I keep a one-time membership add-on out of recurring billing?

When would I use this? Use this when an add-on should be charged only once while the membership renews automatically.

Before you begin: Review the add-on's ARB setting for the particular membership category and check existing billing records separately.

Steps in Member365:

1. Open Membership → Category Setup and select the category.
2. Open Other Settings and select the add-on.
3. Set the add-on's ARB option to No, then save or publish the category changes.
4. Review a test enrollment or renewal and the recurring billing details.

Expected result: The add-on is configured as a one-time charge instead of recurring with the membership.

Test before going live: Inspect the add-on and membership amounts in a sample billing record before applying changes broadly.

What happens next? If existing members were already charged incorrectly, review their invoices and refunds individually with Support.

Can I raise membership fees for every category in one bulk change?

When would I use this? Use this when changing rates across several corporate or other membership categories.

Before you begin: Member365 Support confirmed that category fee updates must be made separately for each membership category.

Steps in Member365:

1. Open Membership → Category Setup and select a category.
2. Open Fees, Payment Method, Taxes and update that category's intended application or renewal fee.
3. Publish the category changes, then repeat for each category and fee tier that needs the new rate.
4. Review test fees for the affected categories before inviting applicants to renew.

Expected result: Each edited category uses its updated fee; no single bulk rate change has been applied to every category.

Test before going live: Compare the final application and renewal amounts for each category, including any fee subcategories.

What happens next? Maintain a record of categories updated and confirm whether changes affect existing invoices or recurring billing separately.

Manage Membership Category Fees

Why were unrelated contacts added to a group membership through a recognized domain?

When would I use this? Use this when a group suddenly receives employee accounts whose email addresses share a public mail domain.

Before you begin: Recognized Domain settings can associate new contacts to the organization tied to an email domain. A common domain such as gmail.com should not identify one company.

Steps in Member365:

1. Open Membership → Category Setup, select the group category, and review its Group Membership tab.
2. Inspect the Recognized Domains controls for adding a primary contact's domain, granting employee accounts, and linking an organization.
3. Turn off or correct an inappropriate public domain association after reviewing current members and other legitimate organization domains.
4. Review unexpectedly associated contacts and their group roles with Support before removing or changing memberships.

Expected result: New contacts should no longer be automatically attached to the wrong organization through a shared public domain.

Test before going live: Use a test contact with a company-specific domain and one with a public domain to verify the intended rules.

What happens next? Use organization-specific email domains when automating group membership assignment.

Recognized Domain settings

Can members pay a membership in automatic installments?

When would I use this? Use this when a member asks to spread a membership application or renewal fee over several months.

Before you begin: Automated Recurring Billing (ARB) is for renewal billing; Member365 does not schedule installment invoices or split the membership checkout charge into automatic installments.

Steps in Member365:

1. Review the membership category's payment methods and the amount due before offering a payment arrangement.
2. If your organization agrees to collect installments outside the automated checkout, arrange the cadence and invoices with your finance team, using an available offline payment method when appropriate.
3. Reconcile each manual payment against the intended invoice and membership status; do not assume a partial amount activates a pending membership.

Alternative cadence: If a genuinely quarterly membership is acceptable, create a separate quarterly renewal category and move members to that category under your normal enrollment and billing process. This creates quarterly membership renewals; it does not split an annual invoice into scheduled installment payments. Check access, fees, reminders, and ARB behavior before offering it.

Expected result: The platform continues to use its normal membership checkout and renewal behavior; any installment arrangement must be managed manually.

Test before going live: Check the resulting invoice and access status on a test or controlled case before promising the arrangement.

What happens next? Contact Support if you need to clarify a specific account's approval and billing flow.

Which membership rate is charged when someone renews early before a price increase?

When would I use this? Use this when a new rate starts on a future date but members can renew their next term before then.

Before you begin: Member365 selects the published rate on the date the renewal is completed and paid, not the starting date of the new membership term.

Steps in Member365:

1. Review the current category fee and the date the new rate will be published.
2. Test an early renewal and a renewal after the fee change in a safe test scenario.
3. If you need to limit early renewals, review the category's Advance Renewal Rules and reminder timing before making changes.

Expected result: A member who renews while the old rate is active pays that rate even if their next term begins after the planned increase.

Test before going live: Check the rate displayed at checkout and the issued invoice.

What happens next? Changing the early renewal badge or reminders can cause some members to renew later; communicate the dates and monitor lapses.

Why does a cheque-paying applicant receive an approval email before payment?

When would I use this? Use this when a category without an approval workflow sends Application Accepted immediately after the applicant chooses cheque or another payment method.

Before you begin: The accepted-message setting is separate from payment completion and the later welcome email. Turning it off for that category affects all payment methods, not only cheques.

Steps in Member365:

1. Open Membership → Category Setup and select the category.
2. Review its application approval workflow and open Automated Emails → New Applications.
3. If the early message is misleading, turn off Application Accepted for the category and review the remaining payment and welcome messages.
4. Submit controlled cheque and card test applications and inspect the emails and membership statuses.

Expected result: The chosen email settings reflect the workflow; the welcome email is sent after online payment or when an offline invoice is marked paid under the configured process.

Test before going live: Confirm what the applicant sees before changing a live category.

What happens next? If different approval messaging by payment method is required, ask Support about available configuration.

Change Automated Membership Emails

How do I count memberships renewed in a past month?

When would I use this? Use this when a date filter on the Active Memberships report returns zero despite renewals in that month.

Before you begin: The Active Memberships report's renewal date is generally the next due date. Use the Renewed Members report and its Renewal On date for historical renewal activity.

Steps in Member365:

1. Open Membership → Reports → Renewed Members.
2. Filter the Renewal On date to the month you need.
3. Export the results if you need a saved count, then check a few known renewals.

Expected result: The report counts renewals completed during the chosen period instead of memberships next due to renew then.

Test before going live: Compare one known renewal against its contact record and invoice date.

What happens next? Use separate active-member reporting if you need the total active population on a historical date.

Membership Reporting

Can I approve and mark many membership applications paid at once?

When would I use this? Use this when a large set of submitted applications has been reviewed and paid outside Member365.

Before you begin: The administrator dashboard does not provide one bulk action to approve applications and mark their invoices paid. Approval and payment are separate records.

Steps in Member365:

1. Prepare the list of applicants and verify each intended membership category and payment record.
2. Review and approve each pending application individually through the membership workflow.
3. Record the corresponding offline payment on each invoice using the actual payment method and date.
4. Check the resulting membership status, invoice, and automated approval email for a sample of contacts.

Expected result: Each application and its invoice has an individually verified status; approval emails follow the category's configured workflow.

Test before going live: Process one representative record first and confirm the email and payment state before processing a large group.

Can one contact hold more than one membership at the same time?

Direct answer: Yes. One contact can hold active memberships in different categories, and each membership can have its own dates. For organizational memberships, the contact must be the primary contact for each membership.

Before you begin: Confirm that the additional membership uses a different category and that the contact should hold the applicable role for that membership.

1. From the Administrator Dashboard, search for the contact and open their contact record.
2. Open Membership (MMS) and select Quick Enroll.
3. Select the additional membership category and complete the enrollment using the intended dates and organizational details.
4. Return to the contact’s membership summary and confirm that both memberships appear with the correct categories, roles, and expiry dates.
5. The contact can also apply for the membership using the application link that you can find in the Membership category setup under the option application link. You can share that with the contact or you can put it on your public website as the link the "apply now" button

Expected result: The same contact profile shows both memberships without archiving or replacing the first membership.

Import note: Use Quick Enroll when adding a second membership to an existing contact. A later import can update or replace an existing membership. For a coordinated data migration in which both memberships are being created together, follow the separate-row process below and confirm the results in a test import.

How do I import one contact with two membership categories?

When would I use this? Use this when a data migration includes one person belonging to two membership categories.

Before you begin: Coordinate the import with Support and use the current membership import template. The same email address identifies the one contact profile.

Steps in Member365:

1. Enter the person on separate rows in the import sheet, using the same email address and a different membership category on each row.
2. Populate the required dates, category, fee and organization fields for each membership according to the import template.
3. Submit the file through the import process and review the creation report.
4. Open a sample contact and confirm one profile contains both membership records with the intended dates and statuses.

Expected result: The import creates one contact profile with two membership details, rather than two logins for the same email.

Test before going live: Verify a few multi-category examples in the completed import report before approving a larger migration.

How do I turn off credit-card payment for a membership category?

When would I use this? Use this when applicants or renewing members should pay using another available method.

Direct answer: The payment methods configured on a membership category control that category’s application and renewal checkout. They do not create a separate payment rule for an invoice created manually under Financial.

Before you begin: Disabling the category’s credit-card method removes it from new application and renewal checkout for that category. Review existing invoices and recurring billing separately.

1. Open Membership → Category Setup and select the category.
2. Open Fees, Payment Methods, Taxes and find Payment Methods.
3. Clear Credit Card, keep the desired other methods selected, and save.
4. Run a controlled application and renewal checkout to verify the offered options.

Expected result: New applications and renewals for that category offer only its remaining enabled payment methods.

Troubleshooting: If staff create a manual invoice instead of using the membership application or renewal flow, the category’s payment-method setting does not isolate that invoice. Recipient-facing payment methods follow the shared invoice configuration. Credit-card checkout cannot be hidden only for a manual membership invoice while remaining available for other invoice types; changing the shared invoice configuration affects those other invoices as well.

Membership Categories: The Fees Tab · How to Create an Invoice

Where do I change who receives membership application notifications?

When would I use this? Use this when new application or renewal notices are going to the wrong administrator.

Steps in Member365:

1. Open Membership → Category Setup and select the membership category.
2. On Overview, find Administrator Submission Notifications.
3. Add or replace the notification email addresses, separating multiple addresses with commas, and save the membership category.
4. Submit a controlled test application and confirm the intended people receive the notice.

Expected result: Submission notifications for that category go to the configured addresses.

What happens next? Profile-update notifications have a separate default-email setting in the organization configuration.

Modify Submission Notification Addresses

Does a monthly membership's renewal count reset after a member lapses?

When would I use this? Use this when a category has a maximum number of monthly renewals and a member resumes after a missed payment.

Before you begin: The category’s archive and reapplication settings determine how the member returns.

Steps in Member365:

1. Open Membership → Category Setup → Renewals and review the grace period and reapplication setting.
2. When the member renews, check the membership record’s remaining renewal count.

Expected result: Support confirmed that a lapsed or archived membership resumes its prior count; for example, after four of twelve renewals, eight remain.

Test before going live: Test one representative record before changing a category policy.

Why does a membership invoice show a renewal date that differs from the paid date?

Direct answer: On a membership invoice, the Renewal Date is the membership’s next renewal or payment-due date. It is not the date the invoice was created or paid. For an anniversary membership, the category’s renewal rules determine whether the next date follows the original inception anniversary or the date the renewal was completed.

Before you begin: Compare the Renewal Date with the Invoice Date and Paid Date; they represent different events.

Steps in Member365:

1. Open the contact record and select Payment History to review the recorded payment dates.
2. Open Financial → Manage Invoices, search for the contact or invoice number, and open the invoice to compare its invoice, paid, and renewal dates.
3. Open Membership → Category Setup, select the category, and go to Renewals.
4. Under Advanced Renewal Rules, review the category’s date-basis rule. For an anniversary membership that uses Last Renewal Date, the next renewal date is one full membership term after the renewal is completed. Inception Date keeps the original anniversary.
5. For an already affected member, review the contact’s Membership Summary and correct the stored renewal date only if it does not match the intended category rule.

Expected result: The invoice’s Renewal Date shows the next membership due date, while Invoice Date and Paid Date show the transaction timing. Future anniversary renewals follow the category’s selected date basis.

Troubleshooting: If the displayed renewal date does not match the membership category rule or the contact’s stored membership date, contact Member365 Support before changing financial records.

Manage Membership Renewal Settings · Manage Invoices in Member365

Does enrolling in automated recurring billing change the charge day?

When would I use this? Use this when a member enrolls in ARB after paying a monthly renewal invoice.

Before you begin: ARB follows the renewal date on the membership record.

Steps in Member365:

1. Open the member’s contact record and check the membership renewal date.
2. Review the ARB setup and tell the member the charge date shown by that renewal schedule.

Expected result: Joining ARB later in the month does not by itself move the next charge to that enrollment day.

Test before going live: Check the next renewal date on a representative record.

Will renaming a membership category update existing memberships?

When would I use this? Use this after changing the name of a membership tier.

Before you begin: Renaming the category is a label change across the platform, not a migration of members.

Steps in Member365:

1. Open Membership → Category Setup and edit the category name.
2. Save the category and inspect an existing member’s membership record.

Expected result: Existing memberships display the new category name.

Test before going live: Check reports and public application wording that refer to the category.

Fee category labels: Renaming a fee category also changes the label shown for contacts in that fee category on membership reports. Review historical report labels before a rename if you need an unchanged copy for an earlier reporting period; changing the name does not by itself migrate memberships.

Why do lapsed memberships remain lapsed after their grace period?

When would I use this? Use this when older and newer lapsed memberships appear together, or when grace-period time has passed but records have not archived.

Direct answer: The Lapsed Members report is cumulative and can include lapsed memberships from prior years and across membership categories. An older lapsed membership is not archived merely because a calendar year ends. Automatic archiving occurs only when the archive setting is enabled and the applicable grace period has elapsed; otherwise the membership remains lapsed until an administrator archives it.

Before you begin: Archiving ends that membership’s access, renewal dates, and benefits while retaining its historical record. Review your renewal and reapplication policy before changing many records.

Steps in Member365:

1. Open Membership → Statistics → Lapsed Members.
2. Filter by membership category and renewal date, or export the report and filter the renewal-date column, to separate prior-year records from the current renewal cycle.
3. Review the membership category’s grace period and the site’s Archive lapsed memberships that are past their grace period? setting.
4. If your policy calls for automatic archiving, arrange to enable that setting and confirm its effect on a small sample before a site-wide change. Otherwise, review and archive older lapsed memberships individually.
5. If you have a large confirmed list to archive, export the Lapsed Members report to Excel, review and remove anyone who should remain lapsed, then submit the final spreadsheet to Member365 Support with a request for bulk archiving.

Expected result: The lapsed report can retain records from multiple years, while archiving follows the configured policy instead of the calendar year.

Troubleshooting: If a membership remains lapsed after automatic archiving should have occurred, compare its renewal date, lapse date, grace period, category, and archive setting before contacting Support.

Review Lapsed Memberships · Archive a Membership

Will an archived member get a new profile if they apply again?

When would I use this? Use this when a former member wants to rejoin through an application form.

Before you begin: The same email address is the matching key described by Support.

Steps in Member365:

1. Have the former member apply using the email address already on the archived contact record.
2. After submission, inspect the existing contact and membership history.

Expected result: Support confirmed that using the same email reactivates the archived membership instead of creating a new profile.

Test before going live: Check for duplicate contacts and confirm the resulting renewal date and portal access.

Can one membership promo code discount both joining and renewing?

When would I use this? Use this when offering the same percentage discount to new applicants and renewing members.

Before you begin: A membership promo code applies to one fee type, such as Application Fee or Renewal Fee.

Steps in Member365:

1. Open Financial → Promo Codes → Create Promo Code.
2. Create a membership code for Application Fee and set the percentage or fixed discount.
3. Create a separate membership code for Renewal Fee; set any dates or use limits and give the appropriate code to each audience.

Expected result: Applicants and renewing members each have a usable code for their own transaction.

Test before going live: Test both flows and confirm the discount is calculated correctly.

Create a Promo Code for Membership Fees

How do I stop applicants creating a new organization during membership signup?

When would I use this? Use this when self-created organizations are causing duplicate profiles.

Before you begin: Review each affected membership category independently.

Steps in Member365:

1. Open Membership → Category Setup and select a category.
2. On its Application Form section, disable Add Organization and save.
3. Repeat for the other categories that should not offer that option.

Expected result: Applicants cannot add a new organization through those category forms.

Test before going live: Test a new application without changing an existing member’s contact history.

How can a lifetime member still pay recurring local dues?

When would I use this? Use this when lifetime membership should continue without annual renewal while a separate local fee is due periodically.

Direct answer: Lifetime membership does not renew by itself. Configure the recurring local dues as a separate renewable membership or fee rather than relying on the lifetime category to generate a renewal.

Steps in Member365:

1. Review the existing Lifetime category and its renewal fee.
2. Set up a separate category or fee for local dues with the required renewal period.
3. Test the lifetime member’s access and the local-dues invoice before enrolling members.

Expected result: The lifetime category remains active without its own annual invoice, while local dues can be billed separately.

Test before going live: Check a sample member’s separate invoices and renewal dates; confirm whether their configuration supports two memberships.

How do I collect an additional international mailing fee on an application?

When would I use this? Use this when an applicant outside your domestic mailing area needs to pay a separate mailing amount.

Direct answer: Attach a membership add-on for the mailing fee and explain who should choose it in the application overview. The support-confirmed approach relies on the applicant selecting the add-on.

Steps in Member365:

1. Create an add-on for the international mailing amount.
2. Attach it to the relevant membership application category.
3. Explain clearly in the application overview which applicants must select it.
4. Test a domestic and an international application before sharing the link.

Expected result: An applicant who selects the add-on sees its fee in the application checkout.

Test before going live: Verify both application paths; do not assume the address automatically adds the fee.

How do I add a processing fee to membership applications and renewals?

When would I use this? Use this when a membership category needs a separate processing or administration charge during a new application, a renewal, or both.

Before you begin: Create the charge as a membership add-on and decide whether it is optional or mandatory. The documented add-on controls apply by application or renewal; they do not document a credit-card-only condition.

Steps in Member365:

1. Create or select a membership add-on with the name you want shown for the charge, such as Processing Fee.
2. Open Membership → Category Setup and select the membership category.
3. Open Other Settings, scroll to Membership Add-Ons, and select Select Add-on(s) for this Membership.
4. Choose the add-on category and add-on, then set the fee and applicable taxes.
5. Under When can this add-on be purchased?, enable For New Applications, For Renewing Members, or both.
6. If the charge must always apply, configure it as mandatory for applications, renewals, or both. Review the Automated Recurring Billing settings if the membership uses ARB.
7. Select Assign Add-on, then Save Membership.
8. Complete a test application and renewal and review the checkout and invoice line before sharing the application.

Expected result: The configured processing-fee add-on is available or required during the selected membership workflow and appears as its own charge.

Test before going live: Test every accepted payment path. If the fee is intended only for a particular payment method, confirm that requirement separately because the documented add-on settings are based on application or renewal, not the payment processor.

How to Attach an Add-on to a Membership Application

Why does converting an individual to a family membership require an organization?

When would I use this? Use this when a family or organization group membership conversion stops and requests an organization.

Direct answer: Family and organization type memberships require an associated organization, even if the category setup did not present that as a separate required field.

Steps in Member365:

1. Open the contact record and verify the intended family or group membership category.
2. Associate the contact with the appropriate organization before attempting the conversion again.
3. Review the group’s primary contact and seat assignments after enrollment.

Expected result: The conversion can proceed once the required organization association is present.

Test before going live: Check the associated organization and member roles before saving a live conversion.

When does the new group member administrator notification send?

When would I use this? Use this when monitoring an unlimited-seat group membership for newly added employee contacts.

Direct answer: The administrator notification for a new group seat relates to an employee or member being added, including through recognized-domain rules. It is not limited to buying additional seats.

Steps in Member365:

1. Open the group membership category settings and review its administrator notification for a new member or seat.
2. Review recognized-domain rules and how contacts can join the group.
3. Test a permitted employee addition and check the administrator email.

Expected result: Administrators can be notified when new group contacts are added under that configuration.

Test before going live: Use an approved test contact and verify the notification and the resulting group membership assignment.

How do I request a bulk update to membership renewal or inception dates?

When would I use this? Use this when many existing memberships need corrected dates and editing each record would be impractical.

Member365 Support can process a mass update from a reviewed spreadsheet. Include the contact email, membership category, and the new renewal date or inception date for each record; identify which date each column changes.

Steps in Member365:

1. Prepare an Excel sheet with one row per membership and columns for email address, membership category, and the proposed renewal or inception date.
2. Send the sheet to Member365 Support as an import request and explain whether both dates must change.
3. Review a sample of updated memberships, renewal reminders, and invoices after Support completes the change.

Expected result: The requested dates are corrected for the identified memberships after the import is reviewed.

Test before going live: Verify at least one known record in each affected category before relying on automated renewals.

Can I require a membership prerequisite without displaying an Upgrade badge?

When would I use this? Use this when a certification or other membership requires an existing category but should not be advertised as an upgrade in the Member Portal.

Yes. Keep Category Prerequisites enabled and select the required category, then set Show Upgrade Badge in Member Portal to No. The badge display and the prerequisite are separate settings.

Steps in Member365:

1. Open Membership → Category Setup and select the category that requires a prerequisite.
2. Enable Category Prerequisites and select the membership category or categories people must already hold.
3. Set Show Upgrade Badge in Member Portal to No and save the category.
4. Test the application with one contact who has the prerequisite and another who does not; also check the Member Portal badge display.

Expected result: The prerequisite still restricts enrollment while the upgrade badge is hidden.

Can the primary contact of a group membership also hold an employee seat?

When would I use this? Use this when the organization's primary contact should also be counted among the people receiving employee access or benefits.

Yes. The primary contact can also be invited as an employee account. Check the group's available employee seats before sending the invitation.

Steps in Member365:

1. Open the organization's record and select Employee Accounts.
2. Choose Send Invite and enter the primary contact's existing email address.
3. Send the invitation and review Employee Accounts to confirm the primary contact appears with the intended access.

Expected result: The existing primary contact remains the primary and also appears among the employee accounts.

Test before going live: Review the group seat count and access as the contact before inviting other employees.

How do I send lapsed members a renewal link that recognizes their membership?

When would I use this? Use this when a lapsed-member message should take each recipient into their own renewal flow.

Use membership Renewal Reminder Emails for the renewal action. A regular Email Campaign does not provide the same membership-aware renewal link.

Steps in Member365:

1. Open Membership → Category Setup and select the membership category.
2. On Renewals, review the Renewal Reminder Schedule and its enabled messages.
3. Edit the appropriate reminder message and include its supported renewal link, then send a test to a suitable contact before enabling the schedule.

Expected result: Eligible lapsed members receive a reminder tied to their membership renewal flow.

Test before going live: Confirm the category's reminder timing and a sample recipient's status so the message goes to the intended people.

How can a member get an invoice for an employer to pay their renewal?

When would I use this? Use this when a member needs to pass an unpaid renewal invoice to an employer or finance department.

The available route depends on whether the membership is a group or an individual membership.

Steps in Member365:

1. For a group membership, review whether the employer should be the Billing Contact; that role receives the group's renewal reminders.
2. For an individual membership, if the category offers cheque or bank transfer at renewal, the member can select that method and forward the unpaid invoice to the employer.
3. If neither route fits the organization's process, an administrator can issue a manual invoice after checking for an existing renewal invoice.

Expected result: The employer has the invoice or renewal notice needed to pay, without an unnecessary duplicate charge.

Test before going live: Review the invoice owner, selected payment method, and membership status before issuing or paying another invoice.

How do I edit membership application activation and approval emails?

Direct answer: These are different templates. The Membership Application Activation message that lets someone continue an unfinished application is a system email. The Application Approved message is an automated email configured separately for each membership category.

Before you begin: Identify the exact subject and trigger of the message you want to change. Editing one template does not update the other.

To edit the Membership Application Activation email:

1. From the Administrator Dashboard, open Modules → Certificates → Manage.
2. In the You are here navigation, select Certificates, then open Email Templates → Modify.
3. Search for application and open {portalName} Membership Application Activation. This is the PUBLIC_ACCOUNT_REQUEST system template.
4. Edit the subject or message and save the template.
5. Use a controlled membership application to verify the saved wording and continuation link.

To edit the Application Approved email:

1. Open Membership → Category Setup.
2. Select the membership category whose email you want to change.
3. Open Automated Emails → New Application Emails.
4. Select Application Approved.
5. Edit the subject or message, then click Save Updated Email.
6. Set the email’s Status toggle on or off as required.
7. Click Save Membership at the bottom of the membership category page.

Expected result: Future activation or approval messages use the wording saved in the corresponding template.

Troubleshooting: If the organization or portal name in the activation subject is wrong, review Configuration → Organization Profile → Organization Information. If the message still shows a placeholder or incorrect text, reopen the system template, confirm the saved content, and repeat the controlled test.

Change Automated Membership Emails · Review Membership Application and Renewal Emails

How do I change when a lapsed membership is automatically archived?

When would I use this? Use this when members should remain lapsed for a shorter or longer period before automatic archiving.

With Auto Archive enabled, the membership category's Grace Period determines the archive timing.

Steps in Member365:

1. Open Membership → Category Setup and select the relevant category.
2. Review its renewal settings to confirm Auto Archive is enabled.
3. Adjust the Grace Period to the intended number of days and save the category.
4. Repeat for each other category that should use the same policy.

Expected result: Future archiving follows the configured grace period for each category.

Test before going live: Check a sample membership's renewal and lapse dates before changing a live category.

Which address sends an email from Membership Reports?

When would I use this? Use this when staff send messages from Membership Reports and want to know which sender members will see.

Email sent from Membership Reports uses the email address of the administrator signed in at send time. It does not use the organization's automatic system-email sender.

Steps in Member365:

1. Check the email address on the sending administrator's contact or login before sending.
2. If a shared organizational sender is required, use an appropriate administrator account associated with that address, following your internal access policy.
3. Send a test message and inspect its From address.

Expected result: The sender matches the administrator account used for the report email.

Test before going live: Review the recipient list and sender in a test before contacting members.

Why did a paid renewal leave a member lapsed and send another reminder?

When would I use this? Use this when a member paid after their lapse date but the new renewal date is earlier than expected.

A category's rule for renewals after lapse can calculate the next date from the original inception date. A payment can therefore cover a shorter interval than expected, leaving the member due again.

Steps in Member365:

1. Open the member's Membership Summary and compare inception date, lapse date, payment date, and next renewal date.
2. Open Membership → Category Setup → Renewals for that category and review the rule for renewals after lapse.
3. Confirm the intended policy before changing the category rule or correcting an affected member's renewal date.

Expected result: The date and reminder behaviour can be reconciled against the configured renewal rule.

Test before going live: Test a representative late renewal and assess existing members before changing the category rule.

How can imported members receive their welcome emails?

When would I use this? Use this when a bulk membership import is about to create accounts and members need their Member Portal access details.

Before you begin: Review the import and the relevant membership welcome email so the audience and login instructions are correct.

Steps:

1. When sending the membership import request to Member365 Support, say explicitly that you want welcome emails sent to the imported members.
2. Confirm which imported group should receive the messages and when they should go out.
3. After the import, check a sample of contact records and the email send results before sending additional welcome messages yourself.

Expected result: The import team can send welcome emails to the requested imported group as part of the agreed handoff.

Test before going live: Confirm who has already received a welcome email to avoid unnecessary duplicate login messages.

Which email should I customize before sending launch access to members?

When would I use this? Use this when preparing the message that will introduce members to their new Member Portal.

Steps in Member365:

1. Open each applicable Membership Category and select its Automated Emails tab.
2. Edit the Membership Welcome email with your launch instructions.
3. Keep the portal access information and the required smart tags, including {URL}, {USERNAME}, {PASSWORD}, and any member name tags you use.
4. Send a controlled test and confirm the links and tags populate for the intended member.
5. Coordinate the launch send with your import or onboarding team.

Expected result: Members receive a welcome message that includes your instructions and usable portal access details.

Test before going live: Review the exact recipient group and send timing. A separate advance notice from your current email system can help members recognize the welcome message.

Why does a membership promo code show $0 when a Unit Fee Calculator is used?

When would I use this? Use this when a membership application accepts a promo code but the displayed discount is zero or smaller than the promo code’s fixed value.

Direct answer: A membership promo code applies only to the membership fee type selected in its configuration. A code aimed at the Unit Fee Calculator line does not automatically discount a separate base fee or Addon. If the calculated unit fee is $0, that code also produces a $0 discount. A fixed discount is capped at the value of the fee line it targets and does not roll over to another line.

Before you begin: Review the application invoice and identify whether the amount to discount is the Application Fee, Renewal Fee, Tier, Addon, or Unit Fee Calculator charge. Member365 accepts only one promo code per transaction.

1. From the Administrator Dashboard, open Financial → Promo Codes.
2. Open the existing code or select Create Promo Code.
3. Under Membership, choose the fee type that contains the amount you intend to discount.
4. If the base membership charge is configured as an Addon, create or configure the code for Addon rather than the Unit Fee Calculator line.
5. Review the fixed amount or percentage, usage limit, and dates, then save the promo code.
6. Test the code with an application whose Unit Fee Calculator produces $0 and another whose unit fee is greater than $0. Compare each invoice line and discount before sharing the code.

Expected result: The promo code discounts the selected fee type. It does not transfer unused fixed-discount value to a base fee, Addon, or another invoice line.

What happens next? If different fee lines need different discounts, design separate promo codes for the relevant fee types, but remember that a member cannot stack multiple promo codes in one transaction.

Create a Promo Code for Membership Fees · Use the Fee Calculator for Memberships

Do membership welcome emails go to active and lapsed members?

Direct answer: Membership welcome emails are tied to granting Member Portal access, not simply to a contact appearing in an Active or Lapsed report. A successful new membership application normally grants portal access and sends the Membership Welcome email configured for that membership category. A membership becoming lapsed does not trigger another welcome email.

Before you begin: A lapsed contact may retain portal access during the category’s grace period. Outside that period, access depends on the category’s renewal settings, including Force Renewal on Login.

1. Open Membership → Category Setup and select the relevant membership category.
2. Open Automated Emails and review the Membership Welcome email for that category.
3. Confirm that the intended recipients are new or active members who should receive Member Portal access.
4. For lapsed members, use the category’s Renewal Reminder Schedule for renewal outreach instead of treating the welcome email as a renewal message.
5. If you manually grant a contact Member Portal access, verify the recipient first: granting access sends the system-default welcome email.

Expected result: Newly approved members receive the appropriate welcome email when portal access is granted. Lapsed members are not sent another welcome email merely because their membership lapsed.

Test before going live: Use a controlled test contact in the intended category and confirm the welcome email, portal access, and renewal settings before sending or granting access more broadly.

Manage Welcome Emails · Membership Status: Active, Lapsed and Archived

Why does a membership keep changing back to Lapsed after I set it to Active?

A past or incorrect Renewal Date can cause Member365 to return the membership to Lapsed after you manually select Active. Update both the status and the renewal date on the contact’s membership record.

1. From the Administrator Dashboard, search for the member by name or email address in Search Contacts, then open the contact record.
2. In Membership/Subscription Summary, select the membership category you need to correct.
3. Set Membership Status to Active.
4. Select Renewal Date and choose the correct future renewal date for the renewed membership term.
5. Review the status and renewal date. The changes save automatically.

Expected result: The membership remains Active and shows the correct next renewal date.

Troubleshooting: If it returns to Lapsed, confirm that you updated the correct membership category and that its Renewal Date is not in the past. Contact Member365 Support if the values are correct but the status still changes.

How to Manually Update a Contact’s Membership Status

How do I re-enable a member account after too many failed login attempts?

Direct answer: Open the member’s contact record and click Re-enable. This removes the automatic lock so the member can try to sign in again.

When would I use this? Use this when Member365 has automatically locked a member account after too many incorrect password attempts.

Steps in Member365:

1. From the Administrator Dashboard, use Search Contacts to find the member.
2. Open the member’s contact record.
3. On the left side of the contact details page, click Re-enable.
4. Ask the member to sign in again with their current password. If they used the link in the automatic lockout email, they must use the new password created through that link.

Expected result: The account is unlocked and the member can attempt to sign in again.

Troubleshooting: If the member cannot find the automatic lockout or password email, ask them to check their spam or junk folder. If sign-in still fails, follow the normal password-reset process rather than repeatedly retrying the password.

Unlock an Automatically Locked Account

How do I replace an organization’s primary contact and remove the former employee?

Direct answer: Change the Primary Contact separately for each affected Group Membership before removing the former employee. Removing an Employee Account takes the person out of that Group Membership but preserves their contact record and its data.

Before you begin: The replacement Primary Contact must already be a Related Contact of the organization. Each Group Membership can have only one Primary Contact.

Steps in Member365:

1. Open Organizations → View Organization, then select the organization.
2. Open Role Management and use Select a Membership to choose the first affected membership.
3. Beside the current Primary Contact, select Edit Roles, clear Primary, and select Update.
4. In the prompt, use Search for Contact to choose the replacement Primary Contact, then select Update.
5. Confirm that the Role Management table shows the intended contact as Primary. If the organization has another affected membership, select it and repeat the role change.
6. After every affected membership has the correct Primary Contact, open Employee Accounts and select the trash icon beside the former employee.

Expected result: Each selected Group Membership has the correct Primary Contact, and the former employee is no longer part of the Group Membership. Their contact record and associated data remain in Member365.

How to Determine or Change a Primary Contact · How to Delete Employee Accounts or Group Members from a Group Membership 

Why does renewing a membership archive the previous membership record?

When would I use this? Use this when a renewed membership shows the previous membership record as archived and you need to confirm whether the renewal completed correctly.

Direct answer: A renewal creates a new membership record for the new term. After that record becomes active, Member365 automatically archives the previous record so the contact keeps one current active membership while the earlier term remains available in their membership history. This is expected and does not mean the previous record was deleted.

Steps in Member365:

1. From the Administrator Dashboard, search for the contact and open their Contact Record.
2. Open the contact’s membership information and review the active membership record and membership history.
3. Confirm that a new active membership record exists for the renewed term.
4. Confirm that the earlier record is marked Archived because a new membership record was created upon renewal.

Expected result: The renewed term appears as the active membership record, and the previous term remains available as an archived historical record.

Troubleshooting: If there is no new active record, or the renewed term, access, or dues are incorrect, contact Member365 Support with the contact and renewal or invoice details.

Membership Status: Active, Lapsed and Archived · How to Renew a Membership Manually

How do I pause renewal reminders without pausing automatic renewals?

Direct answer: Disable the scheduled renewal reminders in each membership category. This pauses the reminder emails only; it does not pause automatic recurring-billing charges, change renewal dates, or stop membership status and lapse rules.

Before you begin: Check the reminder schedule for every affected category. If the next reminder is already after your maintenance window, you may not need to change it. Confirm separately whether any members use Automated Recurring Billing (ARB).

1. From the Administrator Dashboard, open Membership → Category Setup.
2. Select a membership category and open its Renewals tab.
3. In Renewal Reminder Schedule, turn off the Status toggle for every reminder that should not send.
4. Click Save Membership.
5. Repeat these steps for every applicable membership category.
6. When reminders should resume, return to each category, turn the required Status toggles back on, and click Save Membership again.

How do I pause renewal reminders for a specific contact?

1. Find the contact and add a tag called "review" this contact will no longer receive renewal reminders until the tag is removed

Expected result: Disabled renewal reminders do not send for the affected categories. Other renewal behavior continues according to each category’s settings.

Troubleshooting: If you also need to pause ARB charges, renewal dates, grace or lapse processing, or membership status changes, contact Member365 Support before changing those settings. Disabling reminder emails is not a substitute for pausing those processes.

Configure Membership Renewal Reminders · Manage Membership Renewal Settings · Auto-Renewal and Manual Renewal

Will the {FEE} tag populate in a membership renewal email if a test shows the literal tag?

Yes. {FEE} is the membership-fee tag, and it has been verified to populate in an actual membership renewal email sent for a contact with membership and renewal context. A generic test or preview that displays the literal {FEE} tag does not, by itself, prove that the live renewal email will fail.

Before you begin: Use a dedicated test contact with the applicable membership category, renewal details, and fee. Test each language version separately when the membership category uses both English and French templates.

1. From the Administrator Dashboard, open Membership → Category Setup and select the membership category.
2. Open the Renewals tab and scroll to Renewal Reminder Schedule.
3. Open the applicable reminder and confirm that the message contains {FEE}. Keep the required {URL} tag in the reminder, save the reminder, and click Save Membership.
4. Send the renewal email through the applicable membership renewal workflow for the dedicated test contact.
5. Confirm that the received email shows the membership fee instead of the literal tag. Repeat the test for each language template that members will receive.

Expected result: The received renewal email shows the contact’s membership fee where {FEE} appears in the template.

Troubleshooting: If an actual renewal email sent with membership context still shows the literal tag, stop before the production send and contact Member365 Support with the membership category and the exact test method.

Member365 Email and Certification Tags · Configuring Membership Renewal Reminders in Member365

Can I enroll an existing member in automated recurring billing before their renewal?

Direct answer: No. Turning on or enforcing Automated Recurring Billing (ARB) for a membership category does not retroactively enroll a member whose current membership was paid manually. The member must opt in during an eligible renewal or application and enter a credit card. This also applies during a migration: existing payment details or Stripe ARB data cannot be copied into Member365 to create the member’s ARB payment profile.

Before you begin: ARB must be available for the membership category, the category must use a supported payment gateway and flat-fee membership, and credit-card membership payments must be enabled.

1. From the Administrator Dashboard, open Membership → Category Setup and select the membership category.
2. Open Fees, Payment Methods, Taxes and confirm that Credit Card is selected under Payment Types.
3. In Automated Recurring Billing, set Do you want to enable Automated Recurring Billing? to Yes.
4. Under When can Members opt-in to automated recurring billing (ARB)?, enable For  Applications and Renewing Members (if applicable). Configure Do you want to enforce Automated Recurring Billing? and the opt-out setting according to your membership policy.
5. Select Save Membership.
6. Confirm the member’s renewal date. When the renewal is available, the member completes the renewal and supplies a credit card to create the payment profile used for ARB.

Expected result: The member is enrolled in ARB during renewal. Enabling or enforcing ARB changes the renewal options for eligible members; it does not add an existing, manually paid membership to ARB immediately.

Set up Automated Recurring Billing for membership dues · What to consider before using ARB for memberships

Can a member create a duplicate membership by registering again?

Direct answer: A person cannot create a second contact record with the same email address because email addresses must be unique in Member365. If the person registers with a different email address, Member365 treats that registration as a different contact, so a second membership can be created.

Before you begin: Search for the person’s existing contact record and confirm which email address they should use.

1. From the Administrator Dashboard, use Search Contacts to look for the member’s email address.
2. If the contact exists, have the member sign in with that record or reset its password instead of submitting another application.
3. If a different email address created a duplicate, open Administrator Alerts → Contact Record Duplicates, compare both records, and merge them only after confirming they belong to the same person.

Expected result: A returning member continues under the existing contact record, while confirmed duplicate records can be consolidated.

Troubleshooting: If Member365 reports that the email address is not unique but no contact appears in search, open Contacts → Reports → Soft Deleted Contacts and check whether the email belongs to a soft-deleted record.

Resolve an email-address-not-unique error · Review and merge duplicate contacts

How do I deny a membership application without sending an email?

Direct answer: When you deny a membership application, select the option to skip the email notification. The application will be marked as denied, but the applicant will not receive the denial email.

Steps in Member365:

1. From the Administrator Dashboard, open Applications Pending Review from the Alerts area. You can also go to Reports → Memberships → Applications Pending Review.
2. Find the application and click Review.
3. Choose Deny.
4. In the denial options, select the option to skip the email notification.
5. Complete the denial.

Expected result: The membership application is recorded as denied in Member365, and no denial email is sent to the applicant.

How to Manage Membership Applications

Can one contact be the primary contact for more than one organization?

Direct answer: No. For organization or group memberships, each organization should have its own Primary Contact. Using the same contact as the Primary Contact for multiple organizations is not supported and can cause organization or membership associations to be overwritten.

What should I do instead? Assign a different Related Contact as the Primary Contact for each organization. If the same person also needs member access through another organization, add that person to the other organization as an Employee Account or Group Member rather than making them its Primary Contact.

Before you begin: The replacement Primary Contact must already be a Related Contact of the organization, and each Group Membership can have only one Primary Contact.

Steps in Member365:

1. Open Organizations → View Organization, then select the organization.
2. Open Role Management and select the affected membership.
3. Edit the current Primary Contact’s roles, clear Primary, and select Update.
4. Choose the replacement Related Contact and confirm the update.
5. If another contact needs access through the membership, use Employee Accounts to add or invite that person as a Group Member.

Expected result: Each organization has its own Primary Contact, while people who need access to another organization’s group membership are represented as Employee Accounts or Group Members.

How to determine or change a Primary Contact · How to add or edit Employee Accounts or Group Members