Participant Support
Support articles for participants
38 articles
Your Account
Setting up a new account
- How do I create a Race Space account?Creating an account, the three sign-up methods, and when you actually need one.
- How do I reset my password?Resetting a forgotten Race Space password, and what to do if the email does not arrive.
- Where do I find my referral link?Finding your unique referral link so friends save on entry and you earn.
Managing your entry/registration
Managing entries/registrations
- Why does my entry say Unregistered, and how do I register it?What the Unregistered status means after a Speedy Checkout purchase, and the steps to complete registration and get your ticket.
- How do I update the card on my instalment plan?Changing the card linked to an instalment plan, and what happens after a failed payment.
- Where can I find my ticket?Downloading your ticket from your account when the email has not arrived, and why the email address matters.
- How do I edit my entry details?Changing the details on your entry, what can be edited, and why the name needs the organiser.
- How do I add extras after I have entered?Buying merchandise, camping and other extras once your entry is already complete.
- I'm not receiving event emailsWhat to do when tickets, receipts, wave times or organiser messages are not arriving.
Entering an event
Guide for entering an event
- What is Speedy Checkout?Booking places now and filling in participant details later, and the deadline you must not miss.
- How do instalment plans work?Paying for your entry in monthly instalments, the processing fee, and what happens if a payment fails.
- Can I buy an entry for a friend?Buying entries for other people at checkout, and which email address to use if it is a gift.
- Entering via a ballot process
- How do I send entries to other people to complete?Buying several entries and sending them to friends so they fill in their own details.
- How do I use a Season Pass?What a Season Pass is, how to buy one, and how to enter the rest of the events it covers.
- Why does my payment show £0, or why was my card declined?The £0 security check before payment, why some banks block it, and how to complete your entry.
- Why can't I complete my entry?The most common reasons the checkout button doesn't respond, and how to fix them.
Your entry and ticket
Information about your entry and registration
Refunds, transfers and credits
Information about refunds, transfers and credits
- I can't attend the race, what are my options?The options available when you cannot make an event, and how to see which ones your organiser offers.
- Can I get a refund?Checking whether refunds are available on your event, how to action one yourself, and who decides the fees.
- Exchanging your entry for a creditSwapping an entry you cannot use for credit towards a future event, the three conditions, and why the option may not appear.
- How do I spend my transfer credit?Using credit towards a new entry, where the option appears in the basket, and where to see credit you have not used.
- How do I make an XCover claim?Claiming on refund protection bought at checkout, the circumstances covered, and where to claim.
- How do I transfer my entry to another event?Moving your entry to a different event or sub-event run by the same organiser.
- How do I pass my entry to someone else?Substituting another person onto your entry so they can take part instead of you.
- I've been charged twice. What should I do?What to do if you see more than one charge for the same entry, and why contacting us first is faster than disputing with your bank.
Teams
Information about team entries
- How do I buy entries for my whole team?Buying up to 10 entries in one transaction, creating your team, and assigning each entry to a teammate.
- How do I change my team name, photo or Team Captain?Renaming your team, uploading a team photo, and handing the captain role to someone else.
- How do I find My Team page?Finding your team page on desktop and mobile, and downloading your team's tickets if you are the captain.
- How do I change or recover my team password?Changing the password on your team, and finding it again if the Team Captain has forgotten it.
- How do I invite friends to my team?The four ways to add people to your team, and which ones mean you are paying for their entry.
- Why am I asked for an estimated team size?What organisers use the estimate for, and what happens if your team turns out bigger or smaller
- How do I join a team?Joining a team at checkout, or adding yourself to one after you have already entered.
- How do I leave my team or switch to a different one?Leaving your team, moving to another one, or starting a new team from your existing entry.
About Race Space and getting help
Information on how to get support
- What is Race Space?Who Race Space are, what we do, and why we are not the people organising your event.
- How can I contact Race Space?When to come to Race Space, when to go to your event organiser, and how to reach us.
- How can I contact the event organiser?Reaching the organiser of your event, and what to expect on response times.
- I'm a race organiser and I'd like to use Race SpaceHow to get in touch about running your own events on Race Space.