FREQUENTLY ASKED QUESTIONS

Q – Can I do a distance change and how?

A – Yes , and it’s a very simple process. Simply log in to www.active.com with your e-mail address and password , select “My Events” then select “ Change Category “. Thereafter , just follow the prompts!! In the case of an upgrade , e.g. from the half marathon to the marathon , you will be required to pay the difference between the two entrance fees. If you downgrade, unfortunately there is no refund.

 

Q – I didn’t purchase a t-shirt , but I really want one.

A – Good choice – they really are value for money. Again , very simple to do. Log in to www.active.com with your e-mail address and password , select “My Events” then select “ Purchase Merchandise “. Thereafter , just follow the prompts!!

Q – I can’t run the event anymore , can I get a refund?

A – Unfortunately not. That’s one of the T&C’s – but you can substitute your entry to someone else – in this case you will get a refund (minus a nominal substitution fee). Refer to point 4.

 

Q – Okay, so how do I do a substitution?

A – There are two parts to transferring a registration to another person. The first is the transfer. The second is accepting the transfer.

 

Outgoing participant

  1. Log in to ACTIVE.com
  2. Click your name in upper right side and choose My Events
  3. ClickTransfer registration to another athlete
  4. Enter recipient email address in Email address field
  5. Enter recipient email address in Confirm email address
  6. Click Submit
  7. Confirmation email sent verifying transfer process initiated to transferring participant and to new participant
  8. Registration fee will be refunded  – see notes below

Incoming participant

  1. The new registrant opens email notification of transfer.
  • Note: the email subject is Claim your registration for {event name} from {original participant} 
  1. Click Claim registration within message
  2. Log in to ACTIVE.com
  3. Complete registration form
  4. Click Continue
  5. Click Check out
  6. Note – the entry fee is payable

Notes about transfers:

  • Note: Registrations for someone below 18 can only be viewed and transferred by the guardian who registered them; registrations made by someone else on your behalf (if you are an adult) can be transferred by that person or by yourself 
  • Note: Transfers may only be completed into the same category – if the original registration was for a 42K, the new registration must also be for the 42K.
  • Note: The original registration fee is not refunded until the new participant accepts and completes the transfer process – ACTIVE.com processing fees are not refunded.
  • Note: Once the recipient has accepted and completed the transfer, the original registrant will be cancelled and refunded. Refunds are processed within 5-7 business days. The transfer fee ( R 50) is deducted automatically from the refund.

 

Q – I am battling to enter – the system just hangs….

A – Clear cookies ( this usually sorts out this problem) : http://support.activenetwork.com/endurance/articles/en_US/Article/How-Do-I-Clear-My-Cache-And-Cookies-1390519196313 . Alternatively, to switch to another browser to try again:  http://activesupport.force.com/endurance/articles/en_US/Article/Compatible-Browsers-for-ACTIVE-Works-Endurance

 

Q – I am trying to reset my password but I don’t receive the reset email.

A – Check in your junk mail folder. If you are using a work email address , it could be that there are security settings that are preventing you from getting the mail.  If you still have a problem , contact us at info@wally.co.za

 

Q – Where can I view the route ?

A – Right here : http://wally.co.za/routes/   Select the distance and scroll down for details.

 

Q – Do I need a timing chip?

A – No . The race will be timed by “Finish Time”  – the race number allocated to you will include a disposable UHF “ chip “.

 

Q – When/how do I collect my race pack?

A – You can collect your race number on 28 April, 29 April and 30 April 2018 at the venue (Centurion Rugby Club), from 10h00 to 16h00, as well as on race day from 04h15. You will receive an SMS with your race number prior to the event. Please follow the directions as to where your number should be collected.

Q – Can I enter the 21 / 42 on race day?

A – No – ABSOLUTELY NOT.

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FOR OTHER ENQUIRIES

Bert van den Raad on +27 (0)82 922 6817 (ONLY between 08h00 and 18h00) or email info@wally.co.za. No SMS messages or “Please Call Me”s will be responded to. Sorry – NO Faxed or Postal entries.





Read more about the Charities and what they did on race day on our CHARITIES Web page.

2018 MiWay Wally Hayward Marathon Flyer.

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