Hell'27

Question 1

Transferring your place to someone else

Accepted Answer

If you are unable to attend an event, you may be able to transfer your place to someone else. Simply view your booking via the link in your confirmation email and, if the event organiser is currently permitting such transfers, click to Transfer to Someone Else.

You will be asked to enter the name and email address of the intended recipient - together with any custom message you wish to add - and on completion of the booking invitation sent to the recipient, your entry will be removed.

Click here for further information.

Question 2

Updating your user profile

Accepted Answer

When registering for an event, any details stored on your user profile will typically be pre-populated on the entry form. You can update these details (email address, name, date of birth, gender) via the Settings option in your login menu (displayed as your First Name when signed in).

The login menu will appear in the top-right of the page when viewed in a desktop browser, or can be accessed via the burger menu when viewing on a mobile device.

Question 3

Updating your booking/registration information

Accepted Answer

If any of the details provided during your registration for an event are incorrect/outdated, you may be able to update them yourself. Simply view your booking via the link in your confirmation email and, if the event organiser is currently permitting such updates, click to Update Booking.

You will be able to update any responses except your Name and Date of Birth, but must ensure you click Proceed at the foot of the page to save any changes. Note that you will not receive confirmation of any changes by email.

Question 4

How can I add an Item to my event booking

Accepted Answer

If you forget to do so during registration, or later change your mind, you can still purchase any merchandise/add-ons offered by the organiser of an event you have already booked.

Simply follow the link in your booking confirmation email to view/manage your entry, and select “Add Items to Booking” from the available options. You will then be taken to the the event merchandise page where you can add any items to your orders as necessary.

Question 5

Creating a user account after registration

Accepted Answer

Creating a user profile allows you to manage all of your bookings in one place and take advantage of any other benefits offered by an organiser.

These can include loyalty points earned for entering an event, a record of your results, or credit earned through any referral scheme in place.

If you didn’t elect to create a user profile during registration for an event, you can do so by viewing your booking via the link in your confirmation email and click to Create Account where indicated. You will be asked to provide a password, and can then use the same login credentials to sign in to your profile with any organiser using the eventrac platform to host their events.

Question 6

I purchased Refund Protect with my booking, how do I submit a claim?

Accepted Answer

If you purchased Refund Protection with your entry, your confirmation email will include your claim reference, and links to both the website through which you can submit a claim, and the Terms & Conditions you accepted during purchase that will be applicable to any such claim.

Refund Protect is a service offered by a third party provider. Neither the organiser of the event - nor eventrac as the software provider through which the purchase was made - have any influence over the subsequent outcome of any claim submitted to the provider. You must contact them directly via email reply to the initial confirmation you receive when first submitting a claim.

Refund protection is not applicable if the event is cancelled/postponed by the organiser. In this case you will need to contact them directly to discuss your original entry.

Question 7

Creating a JustGiving Fundraising Page

Accepted Answer

If the organiser of your event has partnered with any charities, you may be given the option to create a fundraising page directly within the system.

If you didn’t elect to create a fundraising page immediately after completing payment for your event, you can do so by viewing your booking via the link in your confirmation email and clicking to Setup Fundraising Page where indicated. You will be asked to sign in to your existing JustGiving account (or create a new one), and then give permission for eventrac to create a fundraising page on your behalf.

Once approved, the next page will ask you to select your charity (if there are multiple charity partners, else the charity will be pre-selected), confirm and/or update the Page Title, set a fundraising target (if not already populated by the orgainser as an entry requirement), opt-in to future communications from the relevant Charity, and finally add your fundraising story.

On submission of the form, you will then be returned to your booking which will now display the linked Fundraising Page and a summary of your current fundraising total (refreshed daily). Your individual page will also then be linked to the main event page on JustGiving, contributing to the overall total.

Question 8

Joining a Waiting List

Accepted Answer

If an event has sold out and the organiser has enabled one, you can join a waiting list - so you still have a chance to take part if places become available. You’ll need to provide the same details as if you were entering the event, but you won’t be charged at this stage. Any extras or add-ons that would ordinarily be available during registration can be purchased if you are later invited to complete entry.

If a place does become available, and you are next on the waiting list, you will receive an email invitation with a direct link to review the details you originally provided and then complete payment. The invite will only be valid for a short period (1 or 2 days, for example) so you will need to take action as soon as possible. If you don’t respond in time, your invite will expire and be offered to the next person on the list. You can also reject the invitation if you are no longer interested in participating.

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