Customer Success

How can we help?

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Here's how we approach Customer Success and what it means to us.

Frequently Asked Questions

About Memberstack

What is Memberstack, what are the main features, and who is it for?

Memberstack is a JavaScript library that you can install on your website to access powerful backend functionality to build scalable web applications — such as user authentication, gated content and payments.

Memberstack's main features are: User Authentication, Gated Content & Member Management, and Secure Payments. Most modern web applications have some combination of these features — so the possibilities of what you can build with Memberstack are endless.

‍Web Developers, Designers and Marketers find the most value in using Memberstack.

Can I get a demo of Memberstack?

Yes! Check out our Showcase to see Memberstack in action on real websites and applications. Here are some demo videos showing what setting up Memberstack is like on various website platforms.

Does Memberstack have an API?

Yes — there are multiple ways to interact with Memberstack data. Here are some handy guides on how to do so: Frontend API, Backend API, Webhooks, Zapier Integration, and Integromat Integration.

Can I talk to someone about my project or idea?

Absolutely! We're active on our Slack Community and on our Forum. You can also message us using the chat widget in the Memberstack App and we'd be happy to help!

Billing and Pricing

Do you have a free trial?

Yes, absolutely! All of Memberstack's features are free to try (no credit card) on a test site for an unlimited amount of time. This means that you can take the time you need to setup Memberstack fully in test mode, and only pay when your website is ready to accept real members.

What are transaction fees and when do they apply?

We define a transaction as whenever a member pays to sign-up on your website through Memberstack. A transaction fee is a service-fee based on a given percentage of each transaction.

If you are not using the Memberstack Checkout modal to collect payments on your website via Stripe, then the transaction fees do not apply to you. If you do require your members to pay during sign-up, then Memberstack charges a flat transaction fee based on your Pricing plan.

Please note that Memberstack's transaction fees do not include the fees that Stripe charges.

How do I receive the money from sales on my website?

Memberstack uses Stripe to process payments securely on our users' websites and for payouts. Money you earn on your website is directly and securely transferred to your bank account via Stripe.

Do you offer discounts for non-profits, bulk licenses, and more?

As a mission-driven organization, we're happy to explore if we can support you — please email us at team [at] memberstack [dot] io with details on how we can be of help.

Data and Security

Do you have a Privacy Policy & Security Policy?

Yes. Our Terms of Service, Privacy Policy, Security Policy, Data Subject Rights, Data Processing Addendum, Cookie Policy, and List of Sub-processors are accessible at the bottom of any page on our website.

Is Memberstack GDPR or SCA compliant?

Yes, Memberstack is GDPR and SCA compliant. We try our best to update our product as new regulations and guidelines are developed, and as soon as we do, your website will also have access to the latest Memberstack features to stay compliant.

Are my members' emails and passwords secured by Memberstack?

Yes. Data stored in Memberstack about your members is secured using industry best practices — this includes member emails, passwords and metadata. We force HTTPS so that data between your website and our servers is always encrypted. Data stored in our database is also encrypted at rest. We also take regular automated backups in order to stay safe.

We are an official Stripe Partner to process payments — so we do not have access to and do not store any financial information.

Does Memberstack access or store my member's financial information?

Memberstack uses Stripe to process payments — we are an Official Stripe Partner. We do not have access to and do not store any financial information about our customer's members.

Can I use Memberstack to gate highly sensitive information?

No, we do not recommend it. Memberstack gates content on your website through JavaScript on the frontend. While we do have features to help keep your content as difficult to access as possible — we do not recommend gating highly sensitive information such as personal or financial documents, since this can potentially be accessed on your website through technical means.

Can I upload and store content in Memberstack for my members to access?

No — Memberstack does not provide any hosting services for your content (such as images, videos, and other media) or for your website. This means that in order to use Memberstack, you need to already have a web platform or content management system to host and load content on your website — such as Wordpress, Squarespace, Webflow, Netlify, etc.

Other

I'd really prefer to email your team with a question, idea or feedback.

You can email us at team [at] memberstack [dot] io. Please note that for support queries relating to using Memberstack, we recommend reaching us through the chat widget on the Memberstack App.

Also, please your favorite GIF in your email — we'd appreciate it. 🎉

Our vision for customer success

We're fortunate to be supporting thousands of online applications and businesses every single day. Our focus is on making sure that our customers are successful in their businesses. Here's what that means for you.

  • Direct access to the team: You can reach the team anytime as you're using or trying out the product. Due to the nature of highly technical queries, we do anticipate a 24-hour period to turn around a response.
  • Personalized help: When we receive a support request, we aim to find you the best possible answers. If we don't have the answers, we will be sure to point you in the right direction.
  • The Forum: We have an active forum with thousands of users — feel free to search through it, post to help others, or get help on your questions.
  • Memberstack Slack: Come hangout with the rest of the community on Slack 🎉

‍

Our hours and response times

We aim to respond within 24 hours on Monday to Friday.

‍

Contact the team

If at any point, you want to reach the team or have feedback to share with us — please email us at team [at] memberstack.io.

‍