---
title: "FAQ"
canonical: "https://docs.pbs.org/space/PLUS/5505078/FAQ"
format: markdown
---
Is the email address that a user activated Passport with the same email address on record in MVault?
Not necessarily. A user can activate using any email address they like. While we would prefer they use the same email address as what is in MVault, it is not guaranteed.
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Should we have individual logins for MVault or one that we all share?
You can do either. Different permissions can be assigned to different logins, so if you have users who should not have extensive access to the tool, they can be assigned one shared login, while those who dig down a little more into the tool's features can have wider permissions assigned to their login.
---
I need access to the MVault console but I don't have a PBS Account. What can I do?
As part of your station onboarding process, begin by [requesting access](https://digitalsupport.pbs.org/support/tickets/new) to the MVault console. When you receive an email invite to access the console, you will be prompted to log in or [create a PBS Account](https://docs.pbs.org/space/PLUS/5505080/How+to+Create+a+PBS+Account).
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Is there a way to see a summary of my MVault activity?
Yes. The Membership Vault console homepage displays a dashboard with a summary of your member information, as well as a list of the most recent actions taken in your MVault account. [Learn more](https://docs.pbs.org/space/PLUS/5505026/Membership+Vault#Membership-Vault-Dashboard)
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If I use a program such as Allegiance for my donation form, will members be automatically added and activated?
Yes.
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Can I delete a member?
Yes. Users can be deleted from within the console or via the API. If you think a member may be renewed in the future, you can prevent the user access to the station offer in one of the following ways:
1. Set the member's Status to **Off**
2. Change the Expire Date to a date in the past.
- [Learn more about deleting from the console](https://docs.pbs.org/space/PLUS/5505101/Memberships#How-to-delete-a-membership-record)
- [Learn more about deleting using the API](https://docs.pbs.org/space/MV/5799969/Membership+Vault+API#Membership:delete)
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Can I delete an offer?
Yes, but only if that offer is not assigned to any membership records. In this case, deletion is prevented. [Learn more about deleting offers](https://docs.pbs.org/space/PLUS/5505072/Offers#How-to-delete-an-offer)
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Can I deactivate a member?
Yes. To prevent access to the station offer for a member, you can either:
1. Set Status to **Off**
2. Change the Expire Date to a date in the past.
Since deleting a member is permanent, we recommend deactivating a member if the membership may be renewed in the future.
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What should I do with updated credit card information for my donors?
When a donor makes a monthly donation on the Passport page, they are processed as a sustainer (monthly recurring donation does not expire).
If a member contacts you with updated credit card information, you should process them as a sustainer on your end and then file a ticket (via the Digital Support Portal) to let us know that we should cancel the recurring payment for the old/bad credit card in our system.
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Is the Membership ID generated by MVault?
No. The station assigns the Membership ID, and it should correspond with the ID used for the member in their CRM/database. The User Profile ID, however, ***is***** **assigned by MVault after a member has completed the activation process. This is internal to PBS and is not editable.
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Do I need to calculate and add a Grace Period to a member's Expire Date?
No. The 90-day Grace Period is automatically calculated within MVault when a station admin selects or changes (and saves) the Expire Date. The Expire Date will not be changed. Instead, you will see a read-only field within the console (or API), which provides the Grace Period end date.
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Is a member considered "active" while within Grace Period?
No. Users within the Grace Period will have Passport access for 90 days after their Expire Date, but they are considered expired and not active.
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Can a user activate while within their Grace Period?
Yes.
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How do I get member activation tokens?
There are three options:
1. If you just need activation tokens for a few members, you can look up the individual membership records within the [console](https://mvault.console.pbs.org/admin/) and grab the tokens.
2. Use the Export feature within the console to download a CSV file of membership records with activation tokens. You can download all records or select a date range based on record creation.
3. Use the [MVault API](https://docs.pbs.org/space/MV/5799969/Membership+Vault+API) to retrieve membership records with activation tokens.
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What does "Provisional" mean?
MVault was designed to be a permissive system, which enables new members to get immediate access to your station's offer. The Provisional setting allows stations to keep track of new members for whom they have not yet confirmed that the donation requirement has been met.
**Example:** A user donates to their station over the phone, and mails a check. The station creates a membership record for the new user and allows them to activate immediately, trusting that the check will arrive and clear. By setting this member as *Provisional*, the station can keep track of them until they have been fully verified. Once the station determines that the check has cleared and the donation requirement was met, they can update the field so the member is no longer Provisional.
**Notes about the Provisional setting:**
- The setting does not affect a member's ability to access the station offer (such as Passport).
- It is ***not**** *exposed to members, meaning they will not know if they are Provisional or not. Only stations see this setting.
- It is a purely administrative field, intended to help stations keep track of unverified, new members.
- When creating individual memberships within the console (by clicking "Create Membership" button), Provisional is assigned by default.
- When viewing an individual membership record within the console, the values for Provisional are: Yes/No
- When using the CSV Import method, or the MVault API, the values for Provisional are: true/false
- It is recommended that all new members are set to Provisional, until the station determines the donation requirement has been met – at which time the setting can be updated.
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What does "Status" mean?
Think of it as an emergency cut-off (but **not** a cut-on) switch.
**When Status=Off:**
- Prevents the member from having access to the station offer (such as Passport) – **in all cases**.
- Provides a quick way for stations to shut off access, without having to alter the Expire Date field.
**When Status=On:**
- Allows the member to have access to the station offer (such as Passport), if the following criteria is also met:
- The member has completed the activation process. You can determine this by looking at the "Activation Date" field. If it's empty, they have not completed activation.
- The membership is within the Start and Expire Dates – or within Grace Period, which is 90 days following the Expire Date.
- If criteria #1 **AND** #2 are ***not ***met, the member will not have access to the station offer, even if Status=On.
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The member's "Status" is "On" but the member does not have access. What gives?
The Status field is just one of three criteria that must be met, in order for a member to have access to the station offer (such as Passport).
A member will have offer access if:
1. Status=On
2. The member has completed the activation process. You can determine this by looking at the "Activation Date" field. If it's empty, they have not completed activation.
3. The membership is within the Start and Expire Dates – or within Grace Period, which is 90 days following the Expire Date.
If criteria #1, #2, **AND** #3 are not met (all three), the member will not have access to the station offer, even if Status=On.
Sidenote: If Status=Off, this prevents access to the station offer regardless of any additional criteria. (See FAQ for: What does "Status" mean?)
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What is considered "Recently Added?"
A "recently added" member is a new member who was added to MVault in the last seven (7) days.
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What is considered "Activated?"
An "Activated" member is a member who has fully completed the [Passport activation process](http://help.pbs.org/support/solutions/articles/5000693823-what-does-the-activation-process-look-like-).
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What is considered a "Currently Active" member?
Currently Active reflects the number of membership records considered “active” and members who currently have access to the offer (Passport). This means all membership records where:
1. The Activation Date is populated (user is activated);
2. Status=On;
3. Today’s date is between the Start and Expire dates for a user.
**All three criteria must be met. **
Currently Active excludes members within Grace Period.
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What are "Possible Duplicates?"
Possible Duplicates refers to instances where there are multiple records with the same email address.
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When is a membership considered "Expiring Soon?"
Memberships that are expiring soon will expire in 30 days or less.
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My station uses Team Approach. Is there an automated option available for MVault integration?
Yes! Team Approach has developed a method to integrate your CRM with MVault, and operationalize the management going forward. It's called Team Approach Passport Synchronization (TAPS), and the documentation/scripts are included here:
[Documentation](https://pbs-docs.atlassian.net/wiki/download/attachments/5505078/Team%20Approach%20Passport%20Synchronization.docx?version=2&modificationDate=1447329409000&cacheVersion=1&api=v2)
[Scripts](https://pbs-docs.atlassian.net/wiki/download/attachments/5505078/scripts-121715.zip?version=1&modificationDate=1450352428000&cacheVersion=1&api=v2)
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I don't see an answer to my question here. Where can I get more help?
For additional help, click [Help](https://mvault.console.pbs.org/admin/help/) located in the left side navigation menu in the console.
