After an extensive review of our membership operations due to Covid-19, along with market research, we have opted to adopt international best practice to go ‘mobile’.

Why has the club gone mobile?

The advantages are: 
- To comply with new health guidelines for safe stadium entry, including contact tracing
- Provide easier access and convenience
- To adapt to snap fixture changes due to Covid-19
- Club cost savings, while providing juniors better quality packs
- Environmental responsibility by reducing plastic
- Staying ahead of the curve – mobile memberships are inevitable across all codes and teams

Why is everything online or mobile?

Our society has become more and more digital over the past ten years. The challenges of the pandemic have brought about necessary changes to make things safer and easier for everyone. We understand this can be daunting for members, especially those who are less tech savvy, however we are here to help.

How can I stay up to date with the latest news and information?

With the situation changing week to week, it’s likely we won’t be able to confirm things until closer to the game, sometimes with only a day or so notice. Looking at our AFLW season, we are currently working week to week with fixture and ticketing which makes it difficult to communicate a short lead time for a member pre sale to our AFLW members. Below is a list of what you can do to make sure you do not miss any information for the upcoming AFL season.

- We will always email and SMS any updates that directly affect you so please make sure you have provided us with your correct email address and mobile number. If you need to update your details you can check online:

  • Go to membership.nmfc.com.au
  • Click “sign in” in the top right-hand corner
  • Log in to your MyKangaroos account
  • Click your name in the top right-hand corner and select “My Profile”
  • Check your details and make sure you push save in the bottom right-hand corner after updating
  • If you can’t log into your account or your email address is wrong, please email membership@nmfc.com.au with your member ID and updated email or mobile number

- Our emails will come from membership@e.nmfc.com.au, add this email to your address book to ensure your communications aren’t going to your junk or spam folder.

- We are putting a strong focus on making all information readily available on our digital channels so you can access information quicker. Make sure to follow @NMFCOfficial on Twitter, Instagram and Facebook, as well as articles on NMFC.com.au.

- Download and log into the app and allow push notifications. This allows us to send a notification to your phone when there is more information about game day access or other important news.

- We have also set up a membership twitter in which you can tweet your questions and receive replies in real time. Follow @NMFCmembership on Twitter to ask any quick questions especially on game days.

For those who don’t have a smart phone or access to our digital channels please get in contact with us on 1300 526 427

AFL SEASON

How many people will be allowed at the games?

This will depend on Covid guidelines that are in place closer to the season however we are hopeful we will have a crowd at Round 1 and beyond. With the situation changing rapidly, we will be unable to confirm this too far in advance, but the best way to ensure access to any North game is to be a 2021 member. Please rest assured our number one priority is to ensure our members can access as many games as possible in a safe environment while adhering to government restrictions.

Will I be able to sit in my normal reserved seat at games in 2021?

Once again, please rest assured we are working with the AFL every to determine what this looks like and how we can ensure the best match day experience for our members which is as close to “normal” as we can get in the current climate. However, we do ask for members understanding on this issue. Our number one priority is to get as many members through the gates for as many games as possible to cheer on the team.

What happens if the team is hubbed in another state again like last year?

We are hopeful the situation will be controlled more this year than last year; however, this is a possibility. It is looking very promising we will have crowds at Round 1 and beyond so this is what we are focusing on, but if the team is hubbed interstate we will of course communicate with members in due course around their options and resolutions to ensure maximum value for their membership. 

What’s happening to replacement games this year?

We are currently working with the Melbourne teams that we are fixtured to play away games against. As they are all in the later part of the season, we are hopeful we will be able to offer some sort of access to members, but we will not be able to confirm this until closer to these rounds. The first possible replacement game isn’t until Round 10. 

As a premium member I was offered additional benefits as my free upgrade, is there an update on these?

Premium members were offered additional guest passes or Guard of Honour tickets as part of their free upgrade (depending on package). We will need to wait until closer to the season to confirm or provide further information on how this will be fulfilled. If, for any reason, this cannot be fulfilled there will be an alternative. Our members are the most important part of our club and while the pandemic is making it difficult to provide additional value to you, please rest assured we will as soon as we can. We appreciate your patience and understanding.

PAYMENT

How can I view an invoice for my payment?

We highly recommend all members log in to the membership website. The website is designed for people looking to join or renew their membership, but once logged in, it turns into a member hub with all the information members need. Once logged in, if you click your name in the top right-hand corner and select “Account Activity” you can see all transactions that have been processed on your account. If you are paying via monthly instalments you can select “view invoice” under the “Renew for 2021” tab and see a summary of your payments to date, upcoming payments, the card they will be deducted from and the ability to update this card for future payments if required.  

If you were on our auto rollover and paid upfront, this will appear as your “2020 invoice” dated as “October 21, 2020”. 

What happens if i miss my monthly payments? Will this affect access to games?

You will get a reminder before your card expires to update your card details. If this isn’t done before the 21st of the month and you miss a payment, you will become non-compliant and receive an email asking you to update your payment details before the next payment run. If you miss 2 or more payments, your membership will be suspended, and you will not have access to any games until your account is up to date. You will receive email and sms reminders prior to this happening and you can easily update your card details online by visiting membership.nmfc.com.au/invoice and editing the payment method linked to your 2021 account. 

MOBILE MEMBER PACK

When will I receive my member pack?

You won’t receive anything in the mail this year, instead you should have received a Mobile Membership Pack direct to your email. The Mobile Membership Pack includes all the great member benefits you are used to receiving, but with the convenience of having it on your mobile. Unless you have joined in the last 7 days, you would have already received your mobile member pack. If you missed this email, it may have gone to your junk or spam folders. We recommend adding "membership@e.nmfc.com.au" to your address book to ensure you don't miss any further communications from the club. If you still can't find the email, you can find all the exclusive member content online when you log into the membership website here. 

I have a family membership, will everyone in my family get a mobile member pack?

All family members with a family membership will receive their own Mobile Membership Pack via email. Junior membership packs will include printable activities and games specific for their age group. Please note, Future Roos members will receive their merchandise pack in the mail as normal.

I love my member bumper sticker, why did you remove it?

We have moved to a mobile version of the traditional “bumper sticker” along with special wallpapers. We will update these throughout the year for members to rotate.

Can I get a 2021 bumper sticker?

We are hoping to have these available for collection for those who want one however it will depend on covid restrictions and if we can hand them out at the games in a safe way. If these do become available, we will communicate with members but we understand how valuable this is for some members, so we are working hard to find a way to provide this for you.

Why are there less items in the Future Roos pack compared to previous years?

Following member feedback, we decided to go for quality over quantity. We have invested in a better personalised backpack and a football for our juniors to practice their skills. Future Roos members that attend games will be able to collect more items as well as a showbag at the clinic. 

Will there be a Future Roos clinic this year?

The Future Roos clinic is an important event for our joeys to get close to their heroes. Traditionally the event is held in July so we are planning for the event to go ahead. We will communicate with all Future Roos members as soon as we have more confirmed.

MEMBER CARDS

Will you still send me my plastic member card?

Members will not receive a plastic membership card. As cards are collector’s items for some members, you can still purchase one for $5. The souvenir card will display your member ID, membership category and years of membership. Please note a souvenir card cannot be used to access games. Find out more about our Souvenir Card. 

Why can’t I get a barcoded card?

A floating AFL fixture and capacity limits make it impossible for us to generate barcoded membership cards that will remain valid for the whole year. We understand the tradition involved with our membership cards but moving to a mobile membership solution is an exciting step forward for our club and we think after the adjustment period, our members will agree. 

I don’t have a smart phone; how do I gain entry to the game my mobile card?

Please contact the club if you do not have a smart phone to access your mobile member card. At the moment, we are collecting names and contact details of members who fall into this category. If you have already been in contact with us, thank you for your patience. Please rest assured we will be in contact prior to Round 1. 

How do I access my kids’ mobile member cards?

All juniors are linked to an adult in our system. This means you will be able to access the mobile membership card for yourself and any juniors. When mobile member cards are available, instructions on how to access them will be sent to you.

How do I log into the app?

Logging into the app is simple. Once you have logged in once, you stay logged in! 

Follow the instructions below:

If you are unsure of your password, you can use the “forgot password” button on the login screen and follow the steps to set a new password. Please keep note of this password as you will need it to log into the membership website.

If you're having difficulties logging in, contact us on 1300 526 427 or email membership@nmfc.com.au and one of our friendly staff members will be happy to help.

Why can’t I see my mobile member card in the app?

When mobile member cards are ready, we will send instructions on how to access the stadium well before Round 1. We appreciate your patience with this.

Why does my App crash every time I open it?

We have been made aware of a few older model android phones that are having this problem with the app. We have worked with our developers to fix this and have been assured it has been fixed. If you are still having this problem, please delete and reinstall the app and if it continues, please email membership@nmfc.com.au with the make and model of your phone (e.g. iPhone 10 or Samsung Galaxy S10) so we can fix this for you.  

MEMBER CHOICE

If I do not get my member pack will I still get my member choice item?

All members will still receive their 2021 member choice item. AFL members will have the choice of a Roo Shop voucher or scarf, and AFLW members will have the choice of a cooler bag, AFLW scarf or Roo Shop voucher. The Roo Shop voucher will be sent electronically. The member scarf or cooler bag can be collected at a North Melbourne home games (Victorian and Tasmanian based members only) or via the club. Interstate members who select the scarf as their member choice item will have this posted free of charge. Find out more information about member choice or select your member choice item on the online member hub HERE. 

I usually show my member card at the game to collect member choice, how will I prove I am a member and haven’t already claimed my member choice item?

You will be able to collect your member choice item at North Melbourne home games by showing a staff member your mobile card (via the NMFC app), or you can provide the us with your member ID (also found in the “My Mobile Member Card” section of the NMFC App). Once you have collected your item it will be recorded on your membership account.

If I choose the scarf as my member choice item, when can I collect, or can I choose to have it shipped?

We are hoping to have collection points for member scarfs at all North Melbourne Home games in 2021 for our Melbourne and Tasmanian based members depending on Covid restrictions. You can also come to the club Monday-Friday 10am-4pm (pending government restrictions) to redeem your item. Members wishing to receive their scarf in the mail can get it posted for a flat rate of $10. More information on how to request your scarf to be delivered can be found HERE.

As interstate members are not able to collect their items from the club or games, those who select the scarf as their member choice item will have it posted free of charge.

I didn’t get my 2020 member choice items because of Covid – what should I do?

We are hoping to give members the option to collect their 2020 member choice item during the 2021 season however this will depend on Covid restrictions. We do have these available at reception which you will be able to collect from 10am-4pm Monday to Friday (pending Government restrictions).