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A participant can’t use their credit on my event. How do I fix it?

The most common reasons a participant can’t see or use their transfer credit on your event, and what you can do to fix each one. A participant tells you they have credit with you, but your event isn’t listed as eligible, or the credit doesn’t appear when

1. Check whether your event is hidden
This is the most common cause. When a participant receives credit, the email includes a link to the events they can use it on. That list only shows events that are publicly visible. If your event is hidden from public view, it won’t appear, even though the credit can be used on it.
How to fix it:

  • If the event is ready to launch, go to Event Edit → Step 1 and untick Hide Event From Public View. The event will then appear in the participant’s eligible list.

  • If you want to keep it hidden for now, send the participant the direct link to the event page on Race Space.

2. Ask them to log in with the right email address
Credit is linked to the email address it was issued to. If the participant is logged in with a different email, they won’t see it. Ask them to log in with the email that received the credit email, then check My Credits.


​3. Check the credit is valid for your event

  • Credit can only be used on events from the organiser who issued it.

  • Credit is valid for 12 months from the date the entry was exchanged.

You can see the credits you have issued under Participants → All Tickets → Transfers.


​Steps to resolve it quickly

  1. Check Step 1 of your event and make sure it isn’t hidden. Unhide it if it is ready to launch, or send the participant the direct event link.

  2. Ask the participant to log in with the email address their credit was issued to.

  3. If it still doesn’t work, contact Race Space with the participant’s email address and the event name, and we’ll check their account.

Example: A participant withdrew from one of your races and received credit. They wanted to enter themselves and their partner for your next race, but it wasn’t in their list of eligible events, and the entry page asked for a card payment. The event had been hidden from public view by mistake. Once the organiser unhid it, the event appeared in the participant’s eligible list, and they used their credit to complete both entries.


​Tip: If participants have credit waiting, make sure your new event is public as soon as entries open, so it appears in their eligible list automatically.

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