Organiser Support
Support articles for event organisers
51 articles
Getting Started
Getting started with Race Space
- How do I add team members and set their permissions?Adding users to your organiser account, what each of the three permission types can access, and how delegated users log in and switch accounts.
- How do I create an organiser account?The two stages of organiser account setup, what information each needs, how payouts work in different countries and currencies, and which details lock once you publish an event.
Features for your participants
Features for participants
- What is Speedy Checkout and should I switch it on?How buy-now-register-later checkout works, why registration completion rates stay high, and how to track unregistered tickets.
- Can companies and charities buy entries in bulk?How bulk and corporate entry purchases work through Speedy Checkout, and how unassigned places are held until names are known.
- How do transfers and deferrals work?Why transfers and deferrals are the same thing on Race Space, how the credits system works, how participants use their credit, when to use a discount code instead, and what…
- What are abandoned cart reminders?Automatic emails that chase people who looked at your event but did not complete entry, and when the two reminders are sent.
- How do instalment plans work and how do I offer them?Switching on instalments, the limits Race Space enforces on plan length and timing, what happens when a card fails, the Link payment issue, and where to monitor plans.
- What is booking protection and should I offer it?How refund protection works as an add-on at checkout, the 10% revenue share, where it is available, what happens if you refund or cancel, and the circumstances the cover includes.
- How do I set up team entries?Enabling team entries on a sub event, setting team sizes, forcing minimum entries, offering bulk entry discounts, and setting up couple and family entries.
- How do I let participants refund themselves?Setting automated refund rules so participants can action their own refunds, and where those rules are shown to them.
Getting Paid
Information on finances
- When is my 10% deposit released?The reserve held on all sales, when an event officially closes, and the exact path the money takes back to you.
- What happens when a participant raises a chargeback?What a chargeback is, what is deducted and when, who challenges it, what to do if the participant now wants a refund, and how long cases take to resolve.
- How and when do I get paid?Payout schedule, the seven day delay, your first payout, what Your Funds means, and the 10% deposit held until after your event.
- What is an Adjustment on my payment history?What an adjustment means when it appears in Payment History, the usual reason for one, and who to ask if it is unexplained.
Technical Setup
Some technical information
- How does social media sharing work?The built-in sharing integrations, what participants get, and why there is nothing for you to set up.
- How do I embed a Race Space entry form on my own website?Three ways to add the Race Space entry widget to your site: manual code, the WordPress plugin, and Wix custom code. What to update each new year, and common problems.…
- Which third party tools can I integrate with Race Space?The four available integrations, what each one does, and where to configure them in your organiser profile.
- Changes not showing or something looks broken? Try this firstQuick fixes that solve most display problems before contacting support.
Setting up your event
Initial guide for basic functionality and creating your events
- How do I create a new event?Starting the Create Event flow, which of the nine steps are mandatory, and how to preview or save a draft as you go.
- Step 1: Key Information, logos and hero imagesThe mandatory event details, image sizes for your logo and hero image, video guidance, and how to hide an event for testing.
- Step 2: Tickets, pricing, teams and wavesSetting up sub-events, price rises, how much of the Race Space fee to absorb, club discounts, team entries, couple and family bundles, selling out a distance, and waved starts.
- Step 3: Racer Services and your refund policyThe six optional participant automations you can switch on, and the one mandatory field in this step.
- Step 4: Mapping your routeDrawing your course on the map, adding icons and distance markers, colour-coding sub-events, and the minimum you need to do.
- Step 5: Building your entry formMandatory and optional fields, adding your own custom questions and answer types, showing questions per sub-event, collecting medical information, declarations, and uploading waivers and terms.
- Step 6: Merchandise and charity donationsSelling merchandise and extras alongside entries, sizes and stock, which sub-events see each item, and adding partner charities and fundraising pages for participants.
- Step 7: Adding partners and sponsorsAdding sponsor logos and links, where they appear, the difference the Primary Partner slot makes, and the eleven partner limit.
- Step 8: Adding photos before your eventUsing photos from previous events to boost entries, and what happens when you return to this section after the event.
- Step 9: Customising your confirmation emailEditing the email participants receive automatically on entry, what the default copy says, what can't be changed, and the attachment limit.
- How do I publish and edit my event?Publishing your event, keeping it private for testing, why publishing might fail, what stays editable afterwards, and what to check when you change sub-events.
Your Finances
All about finances and reporting
- Reading finances for a single eventThe seven event finance sections, what data each holds, and which receipts, tickets and Excel exports you can pull from each.
- Reading your overall financesThe four finance sections, what each contains, and the tools for filtering and exporting transaction data.
- What the All Time figures mean: a glossaryDefinitions of the 27 terms used in the All Time data on the Overall Performance and Event Performance pages.
- Reading performance data for a single eventFinding the Event Performance page and what the All Time breakdown shows for one event rather than the whole account.
- Reading your overall performance dataThe performance graph, date ranges and comparisons, and what each of the five metrics actually measures.
- Understanding your net revenue: how fees are calculatedWhy the amount you receive differs from the ticket price, and which fees are deducted where.
Managing Participants
Information on managing participants
- Sending notifications to your participantsUsing the event notification tool, targeting sub-events, previewing, and choosing between publishing and emailing.
- Issuing transfers and deferralsExchanging a participant's entry for credits, what the transfer cost does, how to handle distance changes, and how long credits stay valid.
- Issuing a refund manuallyThe refund panel column by column, how the Race Space transaction fee is treated, which fees can't be refunded, and what happens when Your Funds is empty.
- Organising participants into wavesThe Manage Waves screen, moving and locking participants manually, running the wave algorithm, and sending the wave notification email.
- Finding and editing participant informationUsing All Entries to search across every event, the four sections of Manage Racers, and which fields are locked under GDPR.
- Exporting your full participant listDownloading every participant with their custom entry form answers as an Excel file, preparing race-day lists, and what participants can see.
- Cancelling your event, a sub-event or specific wavesWhat to do when you have to cancel all or part of your event, how refunds work in that case, and what to communicate to participants.
- Importing existing entries from another platformHow to move participants who entered elsewhere onto Race Space.
- Taking entries in person or on the dayHow to register people at a stand, expo or on race day.
- 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…
Reporting
Information on reporting features
Post Event Support
Post event support