MemberMouse Support Policy

MemberMouse Support Resources

Two resources are offered for your support needs:

Knowledge Base Articles 

There are over 600 articles and videos in our knowledge base, which is growing weekly. We've left no stone unturned, and each page of the application has detailed documentation associated with it. Take a moment and do a search for an article that might assist with your issue. And if you have followup questions after reviewing the documentation, you can submit a ticket or use the link at the bottom of every article to contact us.


If you do not find an answer to your question in one of our solutions articles and need to submit a ticket, you can use the link on the support portal, or you can email us directly at: [email protected]

Our technical support team is available 5 days a week, Monday – Friday, 9 A.M. – 5 P.M. (Eastern Time).  It is very important to us that you are able to get your membership site launched quickly and smoothly, so we strive to answer your questions within 24 business hours and typically are much faster than that during operating hours.

What We Support (With Great Enthusiasm!)

MemberMouse Software

Our Customer Success team is here to help answer any questions you have in regards to using the MemberMouse software, your account and license. This includes:

  • installing MemberMouse
  • configuring MemberMouse
  • migrating to MemberMouse
  • troubleshooting using MemberMouse's built-in features
  • getting the most value out of MemberMouse's functionality
  • questions regarding your account, billing and/or license

If you would like a member of our team to assist with implementations of MemberMouse directly, meaning the team member would need admin access to your site, or you need troubleshooting that cannot be done with MemberMouse's built-in features, then this falls outside of our standard support. We offer our Implementation PackagesPhone Support and Advanced Support options for these scenarios. Once the request is clear, it is at the discretion of the technical support specialist to agree to the work or to make alternate suggestions (such as our Implementation Partners) to help you find the best and quickest solution.

If you're unsure where your issue falls within our support policy, feel free to ask. We provide excellent support for MemberMouse questions.

We Do Not Support (Things Outside of MemberMouse)

Web Hosting Issues & WordPress Installation (“Environment”)

MemberMouse is a WordPress plugin. In order to use our software, the customer needs to provide the appropriate environment, which includes a website hosting provider and a functioning WordPress installation (“Environment”). The customer is fully responsible for acquiring and supporting the Environment in which our software runs. The MemberMouse customer success team will inform customers if a particular question is related to the Environment, after which time the customer should contact the party responsible for maintaining the Environment (“Environment Support”).

Our customer success team can only provide support in an environment where an officially supported version of WordPress is being used. See our WordPress Compatibility article for more details.

The MemberMouse team cannot interact with the Environment Support representative or review/interpret any documents provided to the Client by the Environment Support representative. When working with an Environment Support representative, FAQs related to the Environment can be found in the MemberMouse Support Center.

WordPress Themes, Plugins and Custom Code (“3rd Party Software”)

Other software is typically installed and run in the same environment as MemberMouse. This can include themes, plugins, and custom code (“3rd Party Software”). We adhere to WordPress plugin development best practices to ensure that the probability of conflicts with 3rd Party Software is minimal. If the author of 3rd Party Software running in the Environment doesn't adhere to best practices or has an issue, this can result in MemberMouse's operation being adversely affected. The MemberMouse customer success team cannot help troubleshoot issues introduced by 3rd Party Software running in the Environment.

IMPORTANT: Before our team can look into an issue with the MemberMouse software, you'll need to be able to recreate the issue in a clean environment where no 3rd Party Software is running. This article will walk you through the steps to create a clean Environment.

If a theme, plugin, or custom code is causing an issue, the best course of action is to contact the author of the 3rd Party Software for support or discontinue use of the offending software.

WordPress Theme & Plugin Selection

There are thousands of themes and plugins available in the market and many resources that help to locate the best plugin for a particular need. The MemberMouse customer success team cannot offer recommendations on themes or plugins based on your individual requirements.

Questions on MemberMouse Plugin Code

For efficiency of support, we will not discuss the MemberMouse code, how it functions, or our database structure.

Developers looking to extend the platform should first look to find answers in our APIPHP InterfaceWordPress Hooks, and Push Notification documentation.

MemberMouse Code and Database Modifications

MemberMouse versions have two different license agreements:

  • In versions before 3.0, modification of the MemberMouse code or database tables represented a breach of the End User License Agreement of the MemberMouse software. Our customer success team will be unable to provide support until the code or database is returned to an unaltered form.
  • In version 3.0+, MemberMouse is distributed under the GPL license. Under the GPL license, you, as the customer, can modify the code of version 3.0 and above, but under the understanding that support on or around those customizations is limited.

End-of-Life Policy

Each major release will receive active customer support and bug fixes for six months following the release of the next major version release.

Each major release will receive security fixes for nine months following the release of the next major version release. After these nine months have passed, the product will be moved to End of Life, at which point it will no longer receive security fixes, and customers will be advised to upgrade to a supported branch of the product immediately.

BranchInitial ReleaseSupport and Bug Fixes UntilSecurity Support Until
2.4 1/19/20217/16/202410/16/2024

Starting with version 3.0, MemberMouse version numbers adhere to the Semantic Version specification. Major releases prior to version 3.0 are included in the table above.

WordPress Fundamentals

The MemberMouse Customer Success team cannot help with questions relating to using WordPress. Here are a couple of good resources for learning how to use WordPress:  

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