Participant.co.uk | Online registration, payment and customer management systems
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Support and FAQ

If you're looking for the answer to a question, you will find our Frequently Asked Questions below. We're always happy to help, and therefore you will also find details of the next steps to take if you cannot find the answer below.

Event organiser

The first time you register your event on Participant.co.uk, you must first create an organiser account with us. You can do this here. Here you will need to fill out information about the accounts, yourself, and your account number; the latter is required so we can pay money to you. Your information is completely safe with us.

Once you have registered your account, you will be sent directly into the solution as an administrator. Here you will be able to create your event(s). Once you have created your first event, you can start receiving sign-ups and any payments straight away - simply share the link to your event on the relevant channels.

Remember that we are always happy to help if you have any questions.

User guides are available on request, please contact us to request a copy.

As an organiser, the fee is 1 per registration (including VAT) and a 3.5% payment processing fee applied per registration. If you were to become a licensed customer, the payment processing fee would drop to 2.5%.

If you are interested in becoming a licensed customer and benefitting from various additional pieces of functionality, view our services page here.

You can download reports including weekly settlement reports of our pay-outs to you and a general export can be found in the overall registrations list.

All reports can be exported to Excel, with the participant report showing a total participant list across events and therefore not displaying event-specific fields. If you require a detailed list of participants for a current event, you can export this from the relevant event register.

You can change your deadline for applications at any time. Simply click on 'View Events' from the menu on the left-hand side and select the desired event. In the event setup you can change the entry deadline, start time, end time and publishing period whenever you wish.

Credits are our internal 'currency' and are used for two things.

If you are running a free event and receive free sign-ups, since we do not have any amount to deduct our fees on free subscriptions, you must pre-purchase credits to be able to receive subscriptions for a free event. 1 credit costs 1 (including VAT), and one registration costs 1 credit.

If you wish to send an SMS from the system, you will also require credits. It costs 6p to send a text, with a character limit of 320 (after which point you will be charged for two SMS messages).

You can promote your event on your social channels using the relevant link, to increase participation and gain a larger number of registrations. If you would like us to share your events on our channels, please contact us and we will happily assist.

If you are having trouble logging in, we recommend that you double-check that you are using the correct email address. If you are but are notified of 'Wrong email address/password', you can select 'Forgotten password'. You will then receive an email with a password reset link. If you cannot locate the email, please check your junk and/or spam folders.

You can send both email and SMS messages to participants registered onto your event. You can find this on the event page under 'Communication Tools.' You can send emails through the communication tools at no additional charge, however the sending of an SMS costs 6p (subject to a 320-character limit, after which point it will be charged as two SMS messages). You can also schedule email and SMS alerts to send automatically, please contact us if you wish to use this module.

You can reuse your old events as a template for future events. From the menu on the left side, select 'Add/Copy' and then 'Copy Previous' to reuse a previously registered event. You will then be able to choose from any previous event, from a menu which is sorted yearly. You can then amend the details of the event to match the requirements of your new one, whilst saving time on the areas that do not need to be changed.

Yes, you can refund a participant on our system by locating the registration, as refunding as either a Credit/Debit Card refund or a Cash/Cheque refund.

A Credit/Debit Card refund will process the money back to the participant, subject to the registration fee. Here you will have 3 options; you can choose to absorb the registration fee, you can refund the customer for all the money minus the registration fee (meaning your organisation does not lose out) or you can refund a specified manual amount. Refunding a participant will remove their registration and move it into the refund list. A Credit/Debit card refund is subject to your organisation having enough money in your 'Participant-account', as once we have paid out funds to your bank account (on a weekly basis) you will need to wait until you receive more funds to be able to refund using this method.

A Cash/Cheque refund will remove the registration from the list and move it to the refund report, after which you can arrange the offline means of refunding the participant.

Yes, Participant runs from a secure HTTPs domain, meaning that all communication between the users and the website is safe and secure. Payment is made using Global Payments, who have the highest level of PCI compliance. We (Participant) do not store card information used for payment of the registration.

Yes, we take data protection and security very seriously, please refer to our Privacy Policy if you require any further information. If you have a specific query regarding data, please contact our Data Protection Officer at Datacontroller@participant.co.uk.

You own the data whilst we (Participant) are the data controller; this means that whilst we hold it securely, we will never contact your customers for marketing purposes, and will only contact your customers regarding registrations if you have asked us to.

Attendee

Participant UK has many uses, but this is usually associated with the registration of an event, course, conference or a membership fee. If you cannot remember what the payment was for, please contact us.

Please fill out our contact form, detailing the name of the event you have registered for, organisation hosting the event and the name you have registered.

If you have questions beyond the technical sign-up, such as practical details, please contact the event organiser. The contact information can be found on the registration page of the event. Participant UK does not provide organiser information by phone or email.

Participant cannot refund money for a registration on behalf of an organiser. If you have signed up for an event and wish to have your money refunded, please contact the event organiser. The organiser's contact information will be on the order confirmation for your order.

If you need to make changes to your participation or change your information, please contact the event organiser. The organiser's contact information will be on the order confirmation for your order.

If your payment does not go through, double check the following:

  • Have you entered your card information correctly?
  • Do you have the correct card (Visa/Mastercard) for your card information?
  • Do you have an account cover?
  • Have you verified your payment in the VIPPS app?

If all of this is correct and you are still not able to make a payment, you may have exceeded 15 minutes from placing your order until you have completed payment. An order will be deleted from the system if it is not completed within 15 minutes. You must then return to the sign-up page and resubmit. If none of the above items explained your problem, please contact us.

Yes, the web pages are security-certified, meaning that all communication between users and the website are safe. Payment is made using Global Payments, a payment provider with the highest level of PCI compliance. We (Participant) do not store credit card numbers that the participant uses when paying on the point of registration.

The data that the participant must provide in order to sign up for an event will be saved, but this information is determined by the event organiser. Our default fields are; Email address, first and last name, mobile number. You can also store information about the account number, in case it is used for reimbursement of the participant fee, if the participant reports an event or if the event is cancelled. We refer to our Privacy Policy.

Still looking for an answer?

Please contact us and a member of the team will be in touch.