Help and Support

Prior to the migration all registered users on the website were sent an email about the forthcoming migration on the 18th April 2026 with the following exceptions:

• Known deceased users
• Know users no longer interested in Sport Endurance
• Duplicate entries

If you did not get this email and you were expecting one then it could be due to:

• Gone to SPAM
• Filtered out as SPAM by our email provider (this is quite common)
• An invalid email address

If you still expected one and did not get it, then email the office at enquiries@sportendurance.co.uk where we can investigate

Following the migration an email was sent to all the migrated users on the 23rd April 2026.

This was based on the same list as the email of the 18th April with the following removed:

• Bounced emails where the user no longer exists i.e. JohnDoe@<domain> or JaneDoe@<domain>
• Bounced emails where the domain no longer exists - this most commonly is where a work email address is used and the business no longer exists
• Bounced emails where the mailbox is full - these were assumed to be dormant/no longer active
• Requests to be removed from either the migration or emailing list

If you did not get this email and were expecting one then :

• Again check for SPAM
• Mail provider getting more aggressive with SPAM filtering (this happened to the author of this article)

If you were expecting to be migrated then you may attempt the password reset by using this LINK.  If you do not get an email then please check out the "I have not got a password reset email" help.

If you have not received the email containing the password reset link then the following may have happened:

• SPAM may have got in the way, so check your SPAM folder

If this is following the website migration in April 2026:

• You don't have a migrated account, there are many reasons for this the known ones so far being:
  • Accounts sharing the same email address*
  • Invalid data , for example one users DOB would have made them 1000+ years old
  • It was removed from the migration because of the pre-migration email (18th April) failures
  • You never had an account

In this event , after checking for SPAM please email the office at enquiries@sportendurance.co.uk where we can investigate further.

* the old site originally allowed email addresses to be used for more than one account, however this caused issues and was later restricted.   This site must have a unique email address, so in these cases the migration skipped the duplicated entries.

You should only book for yourself under your account, as all bookings must be made in the name of the rider (this is for insurance purposes as we must have the names of all riders).

Be aware that although it is possible to book yourself on more than once, we do have checks on place for this and you will get an email asking you cancel and rebook the second entry under their own account -  otherwise the multiple entrie(s) will be deleted.

To use any credit on your account when entering a ride, at the ticket selection stage you must do the following in sequence:

• Select the appropriate ticket, the panel on the right will then show the ticket price and any applicable discount(s).
• In the box below it will show how many customer credits you have,  to use these you must tick the "Apply my customer credits to this order" check box

The panel on the right will then show the customer credits applied and the remaining balance (if any).

If you still get taken to the card payment stage then you may not have sufficient credit to cover the entire transaction.

Horse selection is made after booking under "manage your rides" in the members area.   

See "Horse Selection after booking" under Managing a ride entry for more information

This box replaces the tickets whenever:

• The ride is not yet open for booking, you can tell this is the case by:
  • The number in the box above greater than zero
  • The ride test has a big red banner saying not open for booking yet
• The ride is full, in this case the spaces will be 0 left

If the ride is not open for booking, you can enter your email to be notified when it does.  Members will get an email in any case.

If a ride is FULL and you register your email, then should a space become available everyone on that ride wait list will be sent an email.   It is then a first come, first served basis! The list is cleared down each time - if you miss this chance you will need to register again

NOTE : Registering your email DOES NOT guarantee or reserve you an entry.  You must still book as normal.

If you get the spaces email and the box is still there then:

• On ride opening the admin's do some tests and if something is wrong like a discount not applied then we will close it again while we fix the issue.
• On ride full conditions it usually means that someone else got there before you - spaces can go in a little as 2 minutes.  In this event you will need to register again and wait for another space to appear.

If your card payment gets declined then one of the following is not matching with what is recorded on your card:

• Your name
• Your address, especially the postcode
• The CV2 number

These details MUST match otherwise your payment will fail.   This is set by the payment processors (Opayo in our case who process all our card payments) and not Sport Endurance.

Additionally some cards will ask for a 2FA before proceeding.

If you are unable to pay by card then the only other option is where it is available to pay cash on the day.  There is a price premium doing it this way.

Not all rides offer this (it is at the discretion of the ride organiser) and is not available on full rides.  Also as there will not be a website record, Members cannot use that ride entry for the Annual awards.

When you hand your bib back in and collect your rosette after the ride, there is a column on the ride check in sheet for Members to record their mileage.

This is then uploaded by a ride manager after the ride and will in due course appear in your rides list.

Non-members may also record mileage if they wish to do so, however they will not be eligible for any awards unless they join as a member later (they must also have selected a registered horse)

To cancel a ride entry before the advertised cut-off date (midnight of the last Monday before the ride), please log in and go to the Members Area and select "Manage your rides"

Under the "Actions" column there will be a "cancel" button.  Click on that and on the pop-up click "Proceed" to confirm the cancellation.

If there is no cancel button then the ride has passed the cut-off date. See "I cannot cancel my entry" below for any available options.

Horse selection is made after booking under "manage your rides" in the members area.   

Only the horses that are registered to you are visible, it is not possible to enter a horse name as free text.

If you have more than one horse you may change your selection at any time up to the start of the ride.

It is not necessary to select a horse when entering a ride as horses don't have to be registered with SE, however members must do so if they wish to submit mileage for awards. 

When you cancel a ride entry, the amount paid will be returned to the source it came from i.e.:

• Credit only payments will return back to your credits
• Card only payments will be refunded back to your card - note that this can take some time to clear.  You need to be aware if this is doing multiple cancellations / orders as your credit allowance could be reduced into it clears
• Combined payments will go back to the relevant source.  i.e. if £5 on card, £15 on credit then £5 would go back to the card and £15 back to the credit.

There is no longer any requirement to request card refunds.

You will be unable to cancel your ride entry after the advertised cut-off date which is midnight of the Monday before the date of the ride.

If the ride is FULL and people are on the ride standby list then we may, at our discretion - offer the following:

• Upon receipt of your email apply a non-refundable credit to your account for use against future purchases
• Add 1 space to the ride account giving the standby riders a chance to take part

This discretionary offer will be applied one at a time on a first come, first come basis.  If more than one person applies then the ride will need to be FULL again before it is offered to the next person.

If you are unable to log onto the website please check:

• You have the correct website (it does happen!)
• You are using the correct email address/password
• You have an account
• For new registrations that you have verified it (you will get a verification email with a link)

If you are still unable to log on, try doing a password reset here.  Please only do this once,  if you don't get an email then see help under Web Site Migration for possible reason.

Riders are required to carry their horse passports at all times, and horses must have up-to-date vaccination against equine influenza. The Sport Endurance minimum requirement is either an annual booster within the last 12 months or the first two vaccinations of a new programme.

By agreeing to our Terms and Conditions when booking a ride, you are confirming that your horse will have the required vaccination against equine influenza on the day of the ride. You may be refused entry to the venue if this is not the case.