FAQ and Membership Policies

Login

Q: I changed my preferred email, but when I enter it and my password to login it won't let me in. Why is that, and what should I do?

A: Your username and your preferred email are two different things. Your username is initially set to match your preferred email, but if you change that email it will not automatically update the username. You can login using your old email as your username and your current password and change your username once you log in. If you don't remember your password, you can reset your password and a reset link will be sent to your preferred email, the one you recently updated. If you're stuck or confused, call the national office during business hours at 1-877-2-NAHREP for immediate assistance.

Q: I don't have access to the preferred email that is on my current or past membership anymore, so I don't think I can log in. What should I do?

A: If you still remember your most recent password, you can login using that and the old email. If you don't remember the password and can't access the email to get the password reset email, call the national office during business hours at 1-877-2-NAHREP for immediate assistance.

Event Registration

Q: I am trying to register for a chapter event and have a current membership, but it is asking me to renew my membership before it lets me register for the event. Why would it want me to renew something that hasn't expired, and how can I get around this without renewing my membership?

A: The system is reminding you to renew ahead of your expiration so there is no lapse in benefits. You can bypass this by selecting "Make a selection" under the member type drop-down, then the "Next" button should become clickable. Click "Next" and proceed to event registration. Before submitting payment, confirm no renewal is listed. 

Q: How do I buy my guest a ticket for a chapter event?

A: The fastest way is to call the national office at 877-2-NAHREP during business hours and a staff member can help you register on someone else's behalf. Otherwise, if you have their login information you can log out of your account, login as them and register—or if you're certain your guest does not have a login, you can log out of your account, return to the registration link and enter their email in the "New? Welcome to the NAHREP Familia!" section and proceed with registration as a new profile. We do not recommend using your login to register a guest, as your own information will be overwritten in the system and you will be blocked from purchasing your own ticket under that same login.

Q: I am trying to buy my first ticket for a chapter event, but when I go to the link it tells me I cannot complete the form at this time. Why is that, and what can I do?

A: Firstly, check that you're not looking at a past event. If this is the correct and current chapter event, it's possible that the event has sold out. Call the national office at 877-2-NAHREP during business hours to find out more information.

Q: I am trying to buy a second ticket for a chapter event, but when I go to the link it tells me I cannot complete the form at this time. Why is that, and what can I do?

A: The system only allows one registration per person, so it is seeing that you are already registered for this event and preventing you from creating a second registration. Hopefully, you completed your own registration first—If you registered a guest under your own login and are now blocked from adding a second registration, you should call the national office at 877-2-NAHREP for the fastest resolution. If you have completed your registration and are now trying to register a guest, please follow the directions in the answer to the second question of this section.

Membership

Q: I just bought membership when registering for a national or regional event, but I'm not getting the member discount when I'm registering for a chapter event. Why is that, and what should I do?

A: Our systems take up to 72 hours to sync membership purchase information, so your purchase is likely not reflected in the chapter event system yet. You can call the national office during business hours at 1-877-2-NAHREP for immediate assistance. We strongly discourage buying a second membership solely to activate the membership discount, as membership purchases are not refundable.

Q: I accidentally bought a second membership under an alternate email. What happens now?

A: Please call the national office during business hours at 1-877-2-NAHREP for immediate assistance, or email [email protected] with the emails that each membership is under. Your memberships will be merged into a single contact record. If appropriate, additional time remaining on the memberships may be converted to an extended expiration date.

Q: I bought a membership and changed my mind, I don't want to be a member anymore. Can I get a refund?

A: No, memberships are non-refundable.

Q: I want to upgrade my current Standard Membership to Platinum, but when I click Join Platinum it gives me an error message. How do I upgrade my membership, and why is it giving me an error?

*A: If you purchased your Standard Membership within the last 90 days, you are eligible to upgrade. There is no way to change a current Standard Membership to Platinum online. Please call the NAHREP national office at 1-877-2-NAHREP during business hours and a staff member will help you over the phone with a credit card payment. The error message you saw was the system preventing you from buying a second membership, since it sees you already have a current (Standard) membership. Only a staff member can override this, which they will when you call the office.

For immediate assistance please call 1-858-622-9046 during business hours. You can also email [email protected] and a staff member will respond within 72 hours.