Supporting Your Members through Your Website Follow
FAQs and beyond.
It is important to address questions that members will have in a centralized location. The more information you provide on your website, the easier it will be for communication and visibility. Digital membership cards may be adopted quickly by some members, and may be more daunting for others.
We suggest including a FAQ page/tab/section on your website specifically dedicated to digital membership cards. This page should answer the questions that members will have.
Cuseum has created a basic version of FAQs that we use by default for digital membership cards, however we encourage you to have your own page with your own voice and specifics. But this is a great place to start:
How do I add the membership card to my iPhone?
Access the email from your smartphone and click the "Download" button, then click "Add to Wallet" and "Add." The card will automatically go to your iPhone’s Apple Wallet. It can be accessed in Wallet at any time.
How do I add the membership card to my Android phone?
Android users need to download Wallet Passes from Google Play. After you have the app, access the email from your smartphone and click “Download” in the membership email, and the card will automatically go to your Wallet Passes app, where it can be accessed at any time.
I’d prefer not to use this digital membership card, what should I do?
Please contact your organization to see if they have an option for a physical card.
I don’t have a mobile phone, what can I do?
Please contact the organization to see about options for physical cards.
I have a question about my membership benefits.
Please direct questions about membership or benefits to your organization.
My name is spelled wrong/membership level is incorrect.
Please contact the organization to update your membership records.
My family member is on this membership account also, how can she/he receive the card?
Navigate to the back of the card (tap on the small "i" on the front) and use the “Share Pass” button to send the card to your secondary member.
Navigate to the back of the card (tap on the "..." button on the front), then tap on the share icon at the top right to send the card to your secondary member.
If you are an iOS user, you will find the share icon at the top right on the back of the card.
I downloaded my card but I can’t find it.
If you have an iPhone, the card will automatically download to Apple Wallet. Check the app for your new card (scroll through any cards that are already there--it may be hiding!). If you have an Android, you’ll need to download Wallet Passes from the Play Store prior to downloading the card.
It is important to personalize your FAQ page for your members. Each institution will have different specifics to their digital membership card program. Here are some example of questions and concerns that other institutions posted to their FAQ:
The Fernbank Museum of Natural History has a designated tab on their website for their members, within this tab, they added a special FAQ page specifically addressing digital membership!
Oklahoma City Museum of Art added a section under their Join & Give tab, which houses their member information, to answer questions that are specific to their digital membership. It's important to address how member benefits will be incorporated into the digital membership cards.\
Frist Art Museum even went so far as to add a video tutorial to their Membership FAQ page to demonstrate how members will download their cards. Providing a step-by-step guide for your visitors will ensure even smoother usage and integration.