Welcome to the DeMolay Advisor Renewal FAQ
We understand that navigating a new system for membership renewal can sometimes lead to questions.
To help streamline your process, we analyzed over 270 support tickets and compiled the most common questions and issues reported by advisors since September 1st.
This resource is designed to be your quick-reference guide for the annual renewal process. You will find clear, concise answers based directly on the challenges and phone inquiries we frequently receive in the office.
We encourage you to review these questions first if you encounter any difficulties during submission or payment.
Resources: wiki.demolay.org | Step-by-step advisor renewal
If you did not pay at the time you submitted your form and would like to pay later, follow these instructions to search and pay for a package that has been previously submitted.
1 - From the left menu, navigate to "Nominations & Registrations", then "Packages Tracking" and click on "Packages Tracking"
2 - Click on "Search" to find packages
3 - Click on the package you would like to make a payment.
4 - Click on the "Pay" button.
5 - Click the "Pay with PayPal" button to be redirected to PayPal for payment
6 - After the package has been submitted, the Executive Officer will be able to approve or reject the renewal.
Where can I find my renewal package after I completed the form but did not pay?
If you submitted your renewal form, but did not complete the payment, you can easily find your package to settle the fees.
How to locate your submitted package:
1 - Navigate: From the left-hand menu in the system, go to "Nominations & Registrations."
2 - Select: Click on "Packages Tracking" (the second option under that menu).
3 - Search: Click the "Search" button to load the list of packages.
4 - Open: Locate your specific package number and click on it to access the details and payment option.
Note: As a registered advisor, you will only see packages associated with your own application. Chairmen and Executive Officers have visibility into a broader range of applications.
A stalled payment process often indicates a technical block on your end, not an error with the system itself.
When you click the "Pay" button, your package status correctly moves to "Payment Pending," meaning you successfully initiated the transaction but did not complete it.
Troubleshooting Steps:
Check Pop-up Blockers: The payment portal (PayPal) may open in a new window or tab. Ensure your browser (e.g., Chrome, Firefox, Safari) is not blocking pop-up windows.
Verify Firewall Settings: Check if your local network or security software (firewall) is blocking access to the PayPal website. This is common on office or organization networks.
Try Again: If the payment stalled or failed, you can simply try the payment process again. Follow the instructions to locate your submitted package (see the FAQ above) and re-initiate payment.
If you continue to experience issues, please contact the DeMolay International office for assistance.
We use PayPal as our secure payment gateway, which is why the button displays the PayPal logo.
You are not required to have a PayPal account to pay your fees.
When you click the payment button, you will be taken to the PayPal portal. On that page, you will have the option to:
1 - Pay with your PayPal account.
2 - Pay with a Credit or Debit Card (look for the "Pay as a Guest" or "Pay with Debit or Credit Card" option).
A quick note: Even if you call the DeMolay International office to pay, your card will still be securely processed using the PayPal gateway, as it is the only system we utilize.
There are two primary reasons why the amount owed might appear higher or incorrect:
1. Prepayment for Future Years
The default payment setting includes the current renewal year. However, if you selected the option to prepay for future years during your application process, those fees will be added to your total, resulting in a higher charge.
2. Incorrect Membership Classification
If the system is displaying the wrong fee amount (e.g., charging a Class 1 fee instead of a Class 3 fee), this indicates that your membership records are not updated correctly in the system.
Action Required: If you believe you were charged the wrong amount due to an incorrect membership class, please contact the DeMolay International office to verify and update your records.
If you notice that the system is charging you an incorrect amount due to an error in your membership classification (e.g., being charged as a Class 1 member instead of a Class 3), you must contact the DeMolay International office directly.
Action Required: Please reach out to the office via phone or email and clearly state:
Your Name and Chapter Name/Number.
The Incorrect Membership Class the system is showing.
The Correct Membership Class you should be listed under.
The office staff will then update your member class in the system, and you will be able to proceed with the renewal payment at the correct fee.
Your ability to prepay for future years is governed by our rules, which state that any Class 1, 3, or 5 Member may pre-pay for a maximum of 5 renewal years at any given time.
If the system shows you owe money, it is likely calculating additional years you chose to pre-pay to reach the maximum 5-year limit, even if you currently have existing credits.
How Pre-Payment Credits Are Calculated:
When you renew, one credit is automatically used for the current renewal year. You also have the opportunity to prepay for additional years.
If the balance shows as pending, it is highly possible that you chose to pay for additional years beyond the credit being used for the current renewal.
Unfortunately, once your renewal form is submitted, you do not have the ability to edit the number of prepayment years within the system.
Action Required:
To correct the number of years before you make your payment, you must contact the DeMolay International office immediately.
Please call or email the office with your package number and the correct number of years you wish to select. The staff will manually adjust your package so you can pay the correct fee.
You can check the real-time status of your renewal application (including payment confirmation and final approval) using the Packages Tracking tool.
Steps to View Your Status:
1 - Navigate: From the left-hand menu in the system, go to "Nominations & Registrations."
2 - Select: Click on "Packages Tracking" (the second option under that menu).
3 - Search: Click the "Search" button to load the list of packages.
4 - Open & Check Status: Locate your specific package number and click on it. The status column will clearly show if your package is Open, Payment Pending, Paid, or Approved.
Note: As an advisor, you will only have visibility into your own renewal application.
