Contact Record Management FAQs

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

How do I manage Member Portal Access Rights for Non-Members?

When would I use this? Use this when you need to manage Member Portal Access Rights for Non-Members. For example, a Member365 administrator may need this answer to keep contact records, access, and profile information accurate.

Extending access to your member portal for non-members is easy with Member365, but it’s important to first configure their portal experience such that they can only engage with the functionality and content you want them to.

1. From your administrator dashboard, click ‘Configuration’
2. From the configuration menu, navigate to ‘ Member Portal ’, and click ‘ Setup ‘.
3. In the ‘ Access - Non-Members ’ section, hover over the three dots and click ‘ Manage ‘.
4. This screen will allow you to manage various access settings. You can find descriptions of each below.

View the complete step-by-step guide.

How do I edit a User’s Contact Information?

When would I use this? Use this when you need to edit a User’s Contact Information. For example, a Member365 administrator may need this answer to keep contact records, access, and profile information accurate.

This article will guide you through editing the contact information listed for a member or non-member contact.

1. Log into your Member365 administrator dashboard.
2. In the search bar at the top of your screen, enter the contact you wish to manage, and click their name when it appears.
3. In the menu on the left, click ‘ Edit Contact ‘.
4. On this page, you will find all of the contact information currently associated with this contact. Edit the fields in order to add information.
5. When you are satisfied, click ‘ Save ‘.

View the complete step-by-step guide.

How do I create and Manage Contact Tags?

When would I use this? Use this when you need to create and Manage Contact Tags. For example, a Member365 administrator may need this answer to keep contact records, access, and profile information accurate.

Contact tags are a useful ways for administrators to organize and track contacts whether members or non members, and across membership categories. Here’s how to create and manage them in Member365

1. From your Member365 administrator dashboard, hover over ‘ Contacts ‘ in the top toolbar.
2. From the dropdown that follows, click ‘ Settings ‘.
3. In the ' Shared Tags ' box, hover over the three dots and click ' Add/Manage Tags '
4. To edit an existing tag, click the edit icon next to it.
5. To create a new tag, click ‘ Create Tags’
6. Using the available fields, create your new tag and hit ' Save '

View the complete step-by-step guide.

How do I create a Contact Demographic Form?

When would I use this? Use this to collect contact profile details through a form that administrators can review.

1. Open Modules → Forms → Create and choose Contact Demographic.
2. Name the form, choose whether resubmission is allowed, and select or add a form category.
3. Click Launch Form Question Editor, add the questions, and save the editor.
4. Back on the form page, click Publish. Grant the intended contact demographic or audience access and test it with an eligible contact.

This form collects profile information; a directory form serves a different public listing purpose. A non-member needs Member Portal access to complete the demographic form there; otherwise an administrator can enter it on the contact record.

How to Create a Contact Demographic Form

How do I enable and Disable Profile Fields being editable in the Member Portal?

When would I use this? Use this when you need to enable and Disable Profile Fields being editable in the Member Portal. For example, a Member365 administrator may need this answer to keep contact records, access, and profile information accurate.

Profile Control allows you, the administrator, to determine what fields the user can edit in the member portal in their profile. The only time the information can be updated is during the membership renewal process or by an admin in the CRM on their user's Contact Record.

1. From the Admin Dashboard, click " Contacts ."
2. Then click " Settings " in the side menu.
3. Click " Profile Control ."
4. On the Profile Control page, you will see all the fields you have the ability to toggle to either " YES " to allow the user to edit that field or " NO " not to allow the user to edit the field.
5. Click " Save " to save your new settings.

View the complete step-by-step guide.

If an option described here is unavailable in your system, contact Member365 Support.

Can I merge duplicate contact records?

When would I use this? Use this when you need to determine whether you can merge duplicate contact records. For example, a Member365 administrator may need this answer to keep contact records, access, and profile information accurate.

Member365 does not have a self-service contact-merge command. You can perform an artificial merge by consolidating the reusable data into one record and soft-deleting the duplicates. One active main contact remains with the reusable information consolidated, while soft-deleted duplicates remain recoverable during verification.

1. Review every duplicate and choose the main record to keep—normally the record with the most purchase, membership, communication, or Continuing Education history.
2. On each record that may be deleted, review Purchase History, Communication & File Log, membership data, Continuing Education data, demographics, and tags.
3. Download invoice copies and record any membership categories, renewal dates, statuses, demographics, and tags that must be preserved.
4. On the main record, add the missing memberships, demographics, and tags, and upload saved invoice copies to the file log where appropriate.
5. Do not assume purchase, email, event, or other historical activity can be reassigned through the standard interface. Contact Member365 Support before deleting records if that history must be moved.
6. Archive any memberships on each duplicate that will be removed.
7. Soft-delete the duplicate records and verify the main record before permanently deleting anything.

View the complete step-by-step guide.

Can I merge duplicate organization records?

No. Member365 does not currently have a self-service command for merging organization records. Keep the organization record with the most complete and accurate information, then move related contacts to that organization before deleting the duplicate.

Before you begin: Compare the duplicate organizations and choose which record to keep. Review its profile information and related contacts before deleting anything, because organization records do not use the same soft-delete recovery process as contact records.

1. Open each duplicate organization and choose the record with the most complete information to keep.
2. Review the contacts associated with every duplicate organization.
3. Update each related contact so it is associated with the organization you are keeping.
4. Confirm that the retained organization contains the required profile information and related contacts.
5. Delete the duplicate organization only after the retained record has been verified.

Expected result: One organization record remains, and its contacts are associated with it.

Important: A permanently deleted organization cannot be restored through the standard Member365 interface. If the wrong organization was deleted, contact Member365 Support promptly; recovery is not guaranteed.

Why does an organization website link open the wrong page?

When would I use this? Use this when a website saved on an organization record opens within Member365 instead of the intended site.

Before you begin: Confirm the organization's actual public website address.

Steps in Member365:

1. Open Organizations → View Organizations and select the organization.
2. Edit its website URL to include the complete https:// address.
3. Save the organization record.
4. Open its directory or organization listing and follow the website link.

Expected result: The link opens the organization's intended external website.

Test before going live: Test the link in a separate browser tab before sharing the directory.

What happens next? Review other organization records if the same incomplete-URL pattern occurs.

How to Update Organization Contact Information

Which contact is associated with an organization tag in lists and workspaces?

Direct answer: An Organization Tag belongs to an organization record and cannot be applied to an individual contact record. When Member365 represents a tagged organization in a contact-based list or workspace, it uses the organization or group membership’s primary account holder. To tag an individual account, use a Contact Tag instead.

Before you begin: Confirm that you are working with an organization record rather than an individual contact, and verify the organization or group membership’s primary contact. Organization Shared Tags and Contact Shared Tags are separate tag types and report filters.

1. From the Administrator Dashboard, open Contacts → Reports → Shared Tags.
2. Choose Organization Shared Tags and select the Organization Tag you want to review.
3. Run the report and review the contacts returned for the tagged organizations. The contact representing each organization is its primary account holder.
4. If the wrong person represents an organization, open the organization record, select Role Management, and verify or change the Primary contact for the applicable membership.
5. To tag an individual instead, open the individual’s contact record, find Tags, select the appropriate Contact Tag under Shared Tags, and click Apply.

Expected result: Organization Tags identify organization records through their primary contacts, while Contact Tags identify individual contact records. An individual account will not accept an Organization Tag.

What happens next? Use the matching tag type when building lists, reports, or workspace audiences so Member365 returns the intended organizations or individuals.

View the Shared Tag report guide.

View the primary contact guide.

View the contact-tagging guide.

Why does Member365 say an email address is already in use when I cannot find the contact?

When would I use this? Use this when saving a contact’s new email returns an “Email in use” or “Email Address is not Unique” message.

Before you begin: An email address can belong to an active or soft deleted record. Confirm who owns both records before changing or deleting anything.

Steps in Member365:

1. Search the email in the Administrator Dashboard to check active contacts.
2. If it is not found, open Contacts → Reports → Soft Deleted Contacts and search for the address.
3. Review the matching record. Restore it if it belongs to the same person and should be retained; otherwise resolve the duplicate according to your organization’s record policy.
4. Retry the intended email change only when the address is free.

Expected result: The intended contact can use the email address without conflicting with another record.

Test before going live: Confirm which record is retained and that its login and email remain correct.

What happens next? If neither active nor soft deleted contacts contain the address, contact Support.

Email address is not unique · Restore a Soft Deleted Contact

What happens to a contact’s history when I soft-delete or permanently delete the contact?

Soft deletion removes the contact from normal use while retaining the record so it can be restored. A soft-deleted contact does not count toward the active contact limit. Permanent deletion removes the contact and all of the contact’s history and cannot be undone.

Before you begin: Review the contact’s event, fundraising, financial, membership, communication, and file history. Export or preserve anything your organization must retain before considering permanent deletion.

1. To soft-delete the contact, go to Contacts → View Contacts, find the contact, and click the trash-bin icon.
2. Enter the reason for deletion, click Submit, review the warning, and click Confirm.
3. If the history must remain available or the contact may need to be restored, stop after soft deletion. Soft-deleted contacts can still appear in event, fundraising, and financial reports, but they do not appear in lists or receive organizational email.
4. To review the record, go to Contacts → Reports → Soft Deleted Contacts and locate the contact.
5. Only when the record and its history should be removed permanently, choose the permanent-delete option, read the disclaimer carefully, and click Confirm.

Expected result: A soft-deleted record remains recoverable, while a permanently deleted record and its history cannot be restored without manually recreating available information.

Important: A soft-deleted contact’s email address remains in the database and cannot be reused until the record is restored and updated or permanently deleted.

View the soft-delete guide.

Large cleanups: Administrators currently remove soft-deleted contacts permanently one at a time; the Soft Deleted Contacts report has no Select All or Delete All action. For a reviewed large set, ask Support about a bulk removal request before taking an irreversible step.

View the permanent-delete guide.

How do I change an organization’s name when it rebrands?

When would I use this? Use this when an existing organization changes its name and you want its contact relationships to remain on the same record.

Before you begin: Verify the new name and identify the correct organization; check for another record already using it.

Steps in Member365:

1. From the Administrator Dashboard, open Organizations → View Organizations.
2. Search for the existing organization and click its edit icon.
3. Change the organization’s name and click Save.

Expected result: The existing organization record displays its new name.

Test before going live: Find the renamed organization and spot-check associated contact records; check any public directory or form that displays the name.

What happens next? Update any outside documents or integrations that still use the old name.

Update Organization Contact Information

Why is there a contact who never completed an application or event registration?

When would I use this? Use this when an unfamiliar contact appears even though you cannot find a completed membership or event purchase.

Before you begin: A public form can create a contact record after someone enters an email address, even if they stop before finishing. Verify the contact before changing records.

Steps in Member365:

1. Search for the email from the Administrator Dashboard and open the Contact Record.
2. Review membership, event, and communication history for any completed activity.
3. For a partial membership application, check Alerts → Abandoned Membership Applications/Renewals on the dashboard.

Expected result: You can distinguish a partial public form entry from a completed registration or active member.

Test before going live: Confirm the email and any related records before deciding whether a contact should remain.

What happens next? Follow your organization’s retention policy for unused contact records; deleting an abandoned application does not delete its contact record.

Abandoned Membership Applications · Access a Contact Record

Why is an organization’s membership category field blank?

When would I use this? Use this when a newly created organization has no category in its record, or the category list is empty for all organizations.

The organization’s category reflects memberships associated with its contacts. Creating the organization alone does not assign a membership category; a site using only individual categories may have no organization categories to display.

Steps in Member365:

1. Open the organization and check which contact is its primary or associated member.
2. Open that contact’s record and confirm that the relevant group or organization membership is active and connected to the organization.
3. After adding or correcting the contact and membership association, refresh the organization record.

Expected result: The organization shows the category supplied by its associated membership when that relationship exists.

What happens next? If your organization does not use group memberships, a blank organization category can be expected.

Can I change the column order in the Member365 import template?

When would I use this? Use this when preparing a contact or membership import spreadsheet from an existing data export.

Yes. The columns can be in a different order from the master template, provided the Member365 header names remain exactly the same. Do not rename a header merely to match your source system.

Steps in Member365:

1. Download the current Member365 data import template and identify the fields needed for your import.
2. Place the selected columns in the order that is easiest to prepare, preserving each applicable template header exactly.
3. Check required values, dates, identifiers, and duplicate email addresses before submitting the file for import review.

Expected result: The import fields can be mapped by their unchanged headers even if their column positions differ.

What happens next? Ask the import team to validate the file before a bulk upload; do not rely on column order as a substitute for correct field names and data.

Prepare a Member365 Import

How do I move a contact to another organization when a role blocks the change?

When would I use this? Use this when editing a contact’s organization produces a role-related warning.

Before you begin: Confirm the target organization and review any group membership or primary-contact role that could be affected.

Steps in Member365:

1. Open Contacts → View Contacts, select the contact, and choose Edit Contact.
2. Set the organization to Select Organization (blank) and save.
3. Open Edit Contact again, choose the correct organization, and save.
4. Check the contact’s organization and related roles afterward.

Expected result: The contact is linked to the new organization.

Test before going live: Verify the new organization’s related contacts and any membership role before using the record for billing or access.

What happens next? If the person holds a primary membership role, review that role with your administrator before changing it.

Related Contacts and Organizations

Should I create a company or its primary contact first?

When would I use this? Use this when entering a new organization membership manually.

Steps in Member365:

1. Create the intended primary contact record first.
2. During that process, create the new organization and link it to that primary contact.
3. Add other contacts to the same organization and review their roles.

Expected result: The organization and its primary contact have the intended relationship from the start.

Related Guide article

How do I change an organization's primary contact?

When would I use this? Use this when a contact is already linked to the organization but does not appear in an ordinary role selector.

Steps in Member365:

1. Open the organization record.
2. Choose Employee Accounts and click Change Primary Account.
3. Select the intended contact, confirm, and verify the organization's primary contact.

Expected result: The selected contact becomes the primary account holder for the organization.

Related Guide article

Will importing contact tags replace the old tags?

When would I use this? Use this before a bulk tag update to avoid leaving outdated segmentation on contacts.

Before you begin: Deleting a shared tag affects every contact assigned that tag.

Steps in Member365:

1. Prepare the Master Import Template with Primary Email Address and Contact Tags for the contacts to update.
2. Import the new tags and verify a sample of records.
3. If an old shared tag should be removed from every contact, review its use before deleting it under Contacts → Settings → Shared Tags.

Expected result: The import adds tags; it does not remove old ones. Deleting a shared tag removes that tag from all contacts using it.

How do I record an email sent outside Member365 on a contact?

When would I use this? Use this when a staff member wants a personal email exchange reflected on a contact record.

Before you begin: The Emails tab tracks system emails; an outside email is not added there as a sent system message.

Steps in Member365:

1. Open Contacts → View Contacts and select the contact.
2. In the Communication & File Log, choose Notes.
3. Add a note with the email’s date, sender, recipient, and relevant content, then save.

Expected result: The outside correspondence is documented on the contact as a note without misrepresenting it as a Member365-sent email.

What happens next? Avoid copying sensitive content that the intended contact record should not hold.

What is the Communication & File Log?

Will Member365 send to an alternate email if the primary address bounces?

When would I use this? Use this when a contact has a second address and you need to know whether campaign or system messages will switch addresses after a bounce.

No. An Alternate Email Address on the contact profile is for administrator reference; Member365 does not automatically retry delivery to it when the primary email bounces. The separately configured Secondary Contact option is a different contact field and may copy messages according to its settings.

Steps in Member365:

1. Open the contact record and verify the primary email address and any bounce notice.
2. Confirm the intended recipient's working address before changing the primary email or resending a message.
3. If your organization uses Secondary Contact, review its availability under Contacts → Settings → Profile Control and test the actual message behavior with a safe contact.

Expected result: Administrators do not mistake an alternate address for an automatic delivery fallback.

What happens when an import matches an existing contact's email address?

When would I use this? Use this before importing an older contact list or adding tags to records that may already exist.

Member365 matches an imported contact to an existing record by email address. Information supplied in the import can update that record instead of creating another one. A tag-only import adds the tag without changing unrelated profile fields; supplied name or consent values can replace current values.

Steps in Member365:

1. Confirm the email addresses in the import match the intended contacts.
2. Include only the columns and values you intend to add or change, and review sensitive fields such as email consent before submitting.
3. After the import, spot-check existing contacts for the new tag and any fields included in the file.

Expected result: Existing contacts are updated based on the supplied fields. Do not assume an import leaves every field untouched merely because its main purpose was tagging.

Can one contact belong to two organizations?

When would I use this? Use this when a person works with two organizations and needs to appear under both.

Before you begin: A single Member365 contact account can be connected to only one organization at a time.

Steps in Member365:

1. Review the contact's current organization and any primary, billing, or group membership roles.
2. Decide which organization should own the existing contact record and membership access.
3. If separate accounts are necessary for the second organization, discuss the account and email requirements with Support before creating another profile.

Expected result: The current contact remains linked to one organization; a separate profile requires a different email address and creates a separate record.

Test before going live: Check both organizations' roles and invoicing before changing a live member's affiliation.

What happens next? Avoid moving a primary or billing contact without assigning the successor role where needed.

What does the red exclamation mark beside a contact mean?

When would I use this? Use this when a contact list shows a red exclamation mark next to a recently created profile.

Before you begin: The mark indicates a new contact record awaiting verification; records can be created automatically by an application, event registration, or store purchase.

Steps in Member365:

1. Open the contact with the red mark and confirm the identity and information you intend to retain.
2. If it is a legitimate record, click Verify on the contact record.
3. Return to the list and check that the mark has been removed.

Expected result: The verified contact no longer shows the red exclamation mark.

Test before going live: Do not verify an unfamiliar or duplicate record before investigating it.

What happens next? If your organization does not use this verification process, ask Support about its availability and configuration.

Red exclamation marks on contacts

How do I switch a contact’s primary and secondary email addresses?

When would I use this? Use this when saving a secondary address as primary returns an address-already-in-use error.

Before you begin: The primary email is used for sign-in; confirm the contact can access their account after the change.

Direct answer: When both addresses belong to the same contact, edit the two email fields together in one save. If the address belongs to another active or soft-deleted contact, first review that separate record.

Steps in Member365:

1. Open the correct contact record and choose Edit Contact.
2. Replace both the primary and secondary values in the same edit, then save.
3. If an address is still reported as in use, search active contacts and Contacts → Reports → Soft Deleted Contacts before deleting or changing another record.

Expected result: The intended contact has the correct primary email without leaving duplicate values on separate records.

Test before going live: Verify both saved addresses and the next login or password-reset destination.

How can I record a deceased member and related details for reporting?

When would I use this? Use this when a simple tag is insufficient and you need a date of death or a supporting reference on a contact record.

Before you begin: Confirm which details are appropriate to show publicly before adding a field to a directory.

Direct answer: Use a Contact Demographic form for structured details such as date of death and a reference link. Separately review membership, email, and directory access so a historical record is retained without unwanted outreach.

Steps in Member365:

1. Create a contact demographic with only the fields your organization needs.
2. Apply the form to the relevant contact and enter the verified information.
3. Test List Builder or directory access if the status should be reportable or visible to a particular audience.

Expected result: The information is stored on the contact record and can support the approved reporting workflow.

Test before going live: Check one record and the intended list or directory view before entering many contacts.

Where can I set a contact’s preferred mailing address during an import?

When would I use this? Use this when an import must distinguish a residential from a business mailing address.

Direct answer: The master import template includes Mail Preference (Business/Residential). It may be left blank when the correct preference is unknown; a member can later update their preference in the Member Portal.

Steps in Member365:

1. Find Mail Preference (Business/Residential) in the master import sheet.
2. Enter the verified preference for each contact, leaving uncertain values blank.
3. Review a sample record and ask Support about a bulk correction if imported preferences need updating.

Expected result: The preferred address type is recorded for contacts with a supplied value.

Test before going live: Check a sample of each preference after the import and the member’s portal view.

Why does a contact still show the old member organization after I edit their company?

When would I use this? Use this when the contact’s organization field changed but the Membership/Subscription Summary still names the former employer.

Before you begin: Some groups have a seat limit; confirm an available seat or arrange the required change before removing the old assignment.

Direct answer: The contact organization and an employee seat under a group membership are separate relationships. Remove the old employee assignment and add the person to the new organization’s group membership when a seat is available.

Steps in Member365:

1. Review the contact’s organization field and their old group’s Employee Accounts.
2. Remove the former group seat only after confirming its effect on benefits and history.
3. Check the target group’s capacity and add the contact under its employee accounts if eligible.
4. Verify the Membership/Subscription Summary and portal access afterward.

Expected result: The contact’s group membership reflects the intended organization as well as their contact details.

Test before going live: Check both organization memberships and the contact’s access after the move.

How should I format a contact tag that contains commas before an import?

When would I use this? Use this when importing tagged contacts whose region or group name itself contains punctuation.

A comma in an import tag value is interpreted as a separator between different tags. Use a tag name without commas, such as a hyphen-separated name, before importing.

Steps in Member365:

1. Rename the intended shared tag to a name without commas under Contacts → Settings → Shared Tags.
2. Update saved List Builder filters that use the old tag; keep the list name if workspaces already use that list for access.
3. Correct the import sheet and ask Support to re-import affected tags where records were already split into unwanted tags.

Expected result: Imported contacts receive one intended tag, and existing lists and workspace access can continue to use the corrected list criteria.

Test before going live: Import or review a small sample before applying the change to a large contact set.

Where do I configure the pronoun or gender choices shown on contact forms?

When would I use this? Use this when the application or renewal form's Pronoun field or its available choices do not match your organization's wording.

Configure the available choices in Contacts → Settings → Pronoun Options, then review whether the optional field is enabled on the application and renewal forms.

Steps in Member365:

1. Open Contacts → Settings → Pronoun Options and review the labels and choices.
2. Update the options your organization intends to present.
3. Open the affected membership category's Application and Renewal Contact Form Configuration and review the optional field.
4. Preview both the application and renewal form before sharing them.

Expected result: Applicants see the intended optional choices on the forms where you enabled that field.

Why does an unchecked contact demographic still appear on a contact record?

When would I use this? Use this when a sensitive demographic label is visible on a contact profile even though it does not apply to that person.

The demographic question or label can remain visible in the contact record while its unchecked value means it has not been applied. The interface does not hide that label just because it is unchecked.

Steps in Member365:

1. Open the contact record and confirm whether the demographic value itself is checked.
2. If you need a marker that appears only when applied, consider a contact tag for that purpose.
3. Keep the demographic form if you need additional structured answers, such as dates or other details that a simple tag cannot store.

Expected result: Staff can distinguish a visible field label from an applied value and choose the right field type for their reporting.

Do soft-deleted contacts count toward the CRM contact total?

When would I use this? Use this when reconciling the contact count shown in the administrator area with contacts in the Soft Deleted report.

Direct answer: Soft-deleted contacts do not count toward the active CRM contact total. That total includes contacts searchable in the administrator CRM, which may include non-members as well as members.

Steps in Member365:

1. Review the administrator CRM contact count and the contacts still searchable there.
2. Check the Soft Deleted report separately; deleting a contact that is already there will not reduce the active count further.
3. Use a contact export and your account team for contract-specific limits or pricing questions.

Expected result: The CRM total reflects searchable contacts rather than records already soft-deleted.

Will a contact tag disappear when someone leaves a saved list?

When would I use this? Use this when a board or committee list changes as members join, lapse, or leave.

Direct answer: A contact tag remains on the contact even after they no longer match a saved list. A contact demographic driven by a list can follow the list instead, checking or unchecking as the contact enters or leaves it.

Steps in Member365:

1. Define the saved list using the current membership or committee criteria you want to track.
2. For a current-status marker, configure the contact demographic based on that list and test a contact entering and leaving it.
3. Keep a manually applied tag when you need a persistent historical marker rather than an automatically changing status.

Expected result: The list-based demographic reflects current list membership while the tag stays until someone removes it.

Test before going live: Verify the list criteria and test a lapsed contact before using either marker for access rules.

Which organization contact should receive membership invoices and renewal notices?

When would I use this? Use this when assigning an accounts payable person for an organization membership.

Direct answer: Assign that person the Billing Contact role. The Billing Contact receives membership invoices, renewal reminders, and other payment-related communications. The same person may also be the Primary Contact, or those roles may belong to different people.

Steps in Member365:

1. Open the organization record and review its existing contacts and roles.
2. In Role Management, assign the intended person as Billing Contact.
3. Save, then check the organization roles and the recipient on the next billing communication.

Expected result: The organization has a Billing Contact designated for future billing messages while its Primary Contact and Membership Manager can remain different people.

Test before going live: Check the recipient of any already-issued invoice separately; changing a role does not necessarily move an existing invoice.