Eventrac News

FAQs

28 Sep, 2024 12:58 By:

Finding sessions

• Click on ‘Book a session’ in the top right hand corner

 

Using Collections

• To filter the events you see to ones of a similar type (e.g. Learn to Cycle, Adult Track, Women and Girls, Tasters), you can click on the ‘Collection’ drop down and then click ‘Filter Events’  

• You can also type a word into the search box on the left hand side of the dropdown boxes - one word is enough - and either press enter, or click filter events

 

Setting up your account

• Please register for an account by clicking on ‘register’ in the top right.

• Alternatively, the first time you go to enter an event, you will be asked for ‘Buyer Information’ from which you can create an account, but if you are booking for someone else you will need to register your own details first.

• NB: Creating an account means you can edit/move entries yourself via your profile, set up speedy entries (guide below), as well as enabling us to help you manage your bookings. You can enter without setting up a profile, but you won’t get these benefits.

 

Family booking

If you enter on behalf of your children/young people, you can store their information for ease of entering next time and link this to your own account.

You can watch this video tutorial on how to do it or just follow the steps below:

• Log into your account

• Select the event you wish to enter your child into 

• After selecting the number of participants you wish to enter, press ‘Proceed’

• Under ‘Booking as’ select ‘Someone else (Minor aged below 18)’

• Complete your child’s details in full. If you are entering more than one participant, you need to ‘save participant’ before entering the next one.

• Please double check all details are correct before proceeding, as you cannot unsave or change it after completing the final step below:

• After you have completed the booking and paid, click on your name in the top right corner and then ‘My profile’ from the pull down. You can then select ‘Bookings’ in your profile page and next to the entry for the rider, tick the box to the left of their name which will also save their details. It will turn green when selected: you only need to do this once for each individual.

• Next time you want to enter an event you will be offered a pulldown menu ‘Autofill participant details’ to complete the form with saved information.

 

Moving sessions 

• You can move or cancel your own sessions via your profile. If you cancel your session with less than 48 hours notice, no refund will be issued, however you may move your own session to another one with no extra charge, until 1hr before the session.

• There is also an option to transfer to a friend or someone on the waiting list but please note that you need to manage payment for this between yourself and the other rider

 

Troubleshooting

I’m unable to book a session - it won’t let me enter certain info

• Check your profile - have you updated your DOB, gender and address? This is not possible to do in the entry form - you need to edit it via your profile.

 

It’s not saving my emergency contact info

• You will need to edit your profile to save this information if you have not already done so.

 

It’s not saving my accreditation number

• You’ll just have to remember this number! This is a custom question for us in the entry form, so the system can’t save this between events.

   

My session isn’t open for booking

• Sessions are available to book from 10 days before. Usually they close for booking one hour before the session.

• Tasters, holiday clubs and accreditations will be available from 30-50 days ahead.

   

My session isn’t showing up

• The simplest way to find your session is to use the link on our website calendar page.

• Sessions on the Eventrac calendar page are grouped under a thumbnail with all sessions of the same type.

  • EG: for Adult Intermediate sessions, there are three different types of sessions through the week (Adult Inters / VCL Inters / Inters & skills combined). There are three different days/times for standard Adult Intermediate through the week (Tuesday lunchtimes, Friday mornings, Sunday mornings): these are all within the Adult Intermediate thumbnail.

 

I’m not getting a Special Friends Member discount

• Have you activated your profile via the link in the email sent to you? This will come via Eventrac, rather than from the FHHV newsletter. This will not happen instantly as soon as you sign up for SFHHV membership, but it shouldn’t take longer than 48hrs.

• Are you logged in?

• Didn’t get the email? Check your spam. If nothing -contact thea@hernehillvelodrome.com

• NB: The discount won’t show until you click ‘proceed’ and have gone through to the basket.

   

I’m not getting a discount on VCL Saturday sessions

• If you are currently a member of either VCL or the Friends, you will receive a discount code via email. This can be entered at checkout. The discount will not automatically be applied for Saturday morning sessions.

   

I’ve got a discount code or gift card code but it’s not working

• Please check that the code doesn’t include any spaces before or after the code when you paste. It should be left-aligned - if not please delete the blank spaces

• If you bought or were given a gift voucher before 1st October 2024, you will need to email info@hernehillvelodrome.com in order to validate the gift voucher on our new system.