Frequently Asked Questions
General Questions
All passwords are encrypted and the website and administration area of Member Jungle are all encrypted by SSL in data transit. Your data is stored in a secured database which is physically separated from the web-server to further protect your data. For over 15+ years we have hosted systems for Australian government and non-government organisations. Access to specific member data is controlled by the site administrators who can allow (and restrict) individual access and privileges for additional website or system editors. We use an Australian-based hosting facility with redundant data-centres to ensure complete availability in case of any hardware or bandwidth failure with our own technical support team to manage the servers.
To see more about what we do to protect your data, check out How does Member Jungle protect your data?
We have a full support portal with videos and help documentation that you can often find answers to, plus a ticketed support system where you can raise a case and someone will typically respond to you that business day. All urgent issues are always addressed accordingly and we have a 99.9% guaranteed uptime with our website hosting. Our support team is also based in Australia and operates during AEST business hours. We also offer regular free online training webinars and Q&A sessions free to help you get the most out of your Member Jungle system.
As 80% of our client base are Not for Profit organisations our whole pricing model is developed so we can be as affordable as possible without any upfront costs and small transaction fees that can be passed onto members. We therefore can't offer any additional discounts to NFP's.
See more at How To Work Out How Much Member Jungle Will Cost Your Club.
Whilst we limit the number of support users (i.e. the people that can raise support tickets or contact us for support) you can easily create unlimited users on your website. Using the Security Module you can create different roles and allocate them all different permissions levels, some modules give you the flexibility to limit how much people can do in a module i.e. contributors, editors and approvers. As example, this means that you can give one person access to add Events for the Site Administrator to approve and another person full access to administer and approve all items in the News Module.
All Member Jungle systems include a website and it is entirely up to you how you use this system. We find most customers like to use their Member Jungle site as their primary website as it means that they don't have extra hosting costs and are only having to update things in one place. If you are using the mobile app as well, events, news, blog, documents and membership modules also all update instantly on the app when they are updated on the website, so maintaining two sites with all of this information can sometimes mean double handing.
We do however have a number of customers who use the Member Jungle system just as their Members Portal. They just direct members who want to sign-up online, renew or login to the members site. This means you can also restrict most of your page content on the site to be only visible after logging in.
You can also start by just managing your members in Member Jungle and then gradually move other things over as you are ready. The content management system means you can simply activate other pages and modules as you are ready to use them.
Find out more about the options here: All-In-One Membership System vs Website Plugin: The Ultimate Comparison Guide.
Yes, absolutely you can keep your existing website address. We will setup your site on a temporary domain name while you are working on it i.e. myclub.memberjungle.com and then when you are ready to go live you can speak to our tech department about "re-delegating your domain name". So basically changing where your websites address (or domain name) points from the old site to your new Member Jungle website.
Find out more at Everything You Need to Know About Your Domain Name.
Member Jungle’s servers are located within enterprise-grade hosting facilities in redundant data centres in Sydney Australia that employ robust physical security controls to prevent physical access to the servers they house. These controls include 24/7/365 monitoring and surveillance, on-site security staff and regular ongoing security audits.
With a record of 99.99% uptime, Member Jungle delivers best-in-class availability. We use multiple redundancy technologies for our hardware, networks, data centres and infrastructure. These ensure that if any component fails, Member Jungle will keep on running – with little or no disruption to your service.
Member Jungle maintains comprehensive backups of all our infrastructure, to ensure your data is available and safely stored. This means that should even an unlikely event occur, such as an entire hosting facility failure, we can recover your data quickly and keep your club running.
Find out more about data backups by watching Data Security & Backups: Inside Member Jungle with Jeff Pond
Yes, we completely comply with GDPR. Full details available here: https://www.memberjungle.com/gdpr
All routine support requests will be handled within 1 to 2 business days unless specified as urgent, at which point the request will be handled as soon as possible within Australian Eastern Standard Timee business hours. Under normal load support requests are typically handled the same business day within a few hours.
You can find out more about Member Jungle's support here The 3 Ways You Can Get Customer Support From Member Jungle.
You can access and download all of the information your members have completed on their membership application and renewal forms at anytime to a CSV file. Member Jungle does not market to or contact your members directly.
Membership Questions
It is really easy to import your members into the system to get started. You can log in to the membership administration area and download the import spreadsheet ready to start adding your members. Or simply edit your headings on your current member data spreadsheet to match the import spreadsheet.
Please note we can only import the primary members' demographic details (name, address, postal address, DOB, gender, start date, expiry date, product, level, etc.). All custom fields need to be manually added by an administrator, or a member can log in and complete them at any time. Alternatively, members will be forced to enter any required fields at sign-up or renewal time.
Each membership level will need to be imported separately, so it will need to be in its own spreadsheet.
In each membership level you can have a variety of prices and products i.e.
- a full member for 12 months for $150
- a full member for 2 years for $250
- as associate member for 12 months for $150
When you need to setup them as different membership levels is
- if your members need different access levels (i.e. gold members can see more than silver members)
- if they are entitled to different discount levels on events or store purchases
- if you need to collect different information in the membership application forms (i.e. sailing club members might need boat and insurance details)
- if a member can join both levels (i.e. if a member can be a full member and a sailing member, then they must be separate levels)
- or if you want to send different automated emails when a member joins or renews or is due for renewal
Find out when to use a level or a product, have a look at Membership Level vs Product: When Do I Use Each?
Member Jungle has an integrated email module and also the ability to email directly from the membership module so you can easily email your members at anytime. We have already created and saved a few email templates for you, so that you can give your members instructions on how to login to your new site. It will include their new username and help them create a new password.
There is also an email template ready for you to send out and get your members using the mobile app too.
All the information members need to learn how to log in to the system can be found at How to log in as a Member or User.
Any searches in the membership area can be exported into a csv file. You also have the ability to filter your member data first on keyword, status, level and a variety of dates before completing the export. Exports can include all fields in the membership sign-up forms. An additional feature that may be of interest is the ability to complete any search and then export all results onto an A4 pdf document, which displays the members mailing address details, ready to overprint. This will allow you to still mail to any members whom you don't have an email address or who you believe will resist the move to being online.
Payment and Gateways
Member Jungle has worked to keep our system as affordable as possible for all organisations so we charge a monthly fee and a Service Fee on top of all online transactions. Doing this means that organisations can pass on the service fee to their members and share the costs across their member base. So the same as when someone purchases a ticket online through Ticketek, Ticketmaster or even makes an online donation, they are charged a fee on top of the purchase value.
You also have the option to absorb the Service Fees if you prefer or just incorporate them into your pricing.
This pricing model allows us to offer Member Jungle to you and your members with loads of functionality, continual product development and zero setup costs. Plus it means that you only pay Service Fees when you are selling (via membership, events or the store) - so we are only making money when you are.
We setup your gateway account as a part of the Member Jungle setup process so you can take online transactions. Your Member Jungle system can then take online payments via credit or debit cards for membership, events or the online store. The Member Jungle gateway accepts Visa, Mastercard and Amex. All transactions collected via the gateway are held in your own holding account and then deposited into your nominated bank account on a weekly basis. You will be emailed a remittance advice as well as able to access a full downloadable report of all transactions that were processed in the week from the administration area.
There are no contracts so you can cancel at anytime, we just require 30 days written notice of your cancellation. You can also upgrade to another membership package whenever your needs change as well
If you have a charge on your credit card statement or bank statement like MEMBERJUNG* XXXXXXXXXX or MJ* XXXXXXXXXXXXXXXXX then it is a charge for membership or events from a club which you are a member. More information is available here
Yes, you can process cash payments for membership and event transactions as an administrator in all package levels. This means you can manually add new members, renew existing members or take event payments and still have them all accounted for in the database.
In the higher packages you can also allow people to sign-up as a member online and select direct debit or cheque payment options. This however will mean that you need to manually reconcile these payments so requires additional work on your behalf. To find out more about which packages allow manual payments by admins and members please visit our price comparison table.