MemberMouse Support Policy

MemberMouse Support Resources
Knowledge Base Articles 

There are over 700 articles and videos in our knowledge base and this number is growing every week. 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.

Email 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. (Pacific 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.

Phone Support

Our Customer Success team responds quickly, is very thorough and knowledgeable, and has received many customer kudos for not being shy about making a helpful screencast video when necessary. 

However, sometimes it feels more comfortable to hash it out over the phone or via screenshare. To that end, we offer one-time 45-minute phone consultations for $69. Once purchased, you'll receive a confirmation email with followup instructions to schedule your call. 

Advanced Support

Advanced Support is a popular option for complex troubleshooting or hands-on implementation from our technical support team. Our team often get asked to go above and beyond our standard support policy (see below) to tweak or implement site setups and specific functionality. Or sometimes, unfortunately, there can be a technical tangle that has occurred and you'd like a MemberMouse team member to sort it out. 

We love to get our hands dirty and work more closely with our customers on these projects. If you have something that involves a member of our team logging into your site and making changes, then the Advanced Support option is made for you. 

Flex Time Consulting

Want to have a membership specialist available on demand who knows your needs? Our Flex Time package can be purchased in blocks of 5 hours, and can be used for anything – implementation, troubleshooting, tutorials, strategic planning, you name it! Use in a block or separately anytime. Forever.

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 to 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. Here is a list of some of the top WordPress theme providers that you can use as a starting point.

Questions on MemberMouse Plugin Code

For efficiency of support, we will not discuss the MemberMouse code, how it functions, or our database structure. Furthermore, any modifications to our code or the database represents a breach of our End User License Agreement and we will no longer be able to provide support following that. For legitimate development purposes, we'll most likely answer any questions you may have regarding our plugin. 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

Modification of the MemberMouse code or database tables represents a breach of the End User License Agreement of the MemberMouse software. If our customer success team detects that any changes to the MemberMouse code or database tables have been modified they will be unable to provide support until the code or database is returned to an unaltered form. If the code or database is not returned to an unaltered form then MemberMouse reserves the right to terminate service.

3rd Party Solutions

As a convenience to our customers, we highlight some useful 3rd party solutions that were built by our customers or our developers to work with MemberMouse. We provide these as a convenience only and cannot provide support in relation to them.

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:  https://learn.wordpress.com/ & https://www.wp101.com/.

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