Sandform - All-Weather Horseracing


Troubleshoot Your Registration

Subscriber Information Join Now Fill in our two minute registration form. Private Service Costs Full details of costs and current offers for the Private Service. Dutching Subscriptions Full details of costs and current offers for the Dutching Service. Guarantee Read about our guarantee. Also, full payment information. ........................................... Other Information Terms and Conditions Our full terms of use. Your Personal Information How we hold your personal information and what it may be used for. Subscription Problems? Troubleshoot your registration. Service FAQ A detailed set of frequently asked questions regarding the Sandform service.	Click on the question to link to the answer ........................................................................................................................................ 1. I have registered, but Paypal say I don't have a sending limit 2. I'm trying to pay by credit card, but when I click on the button the link fails. 3. I can't log into my account but I've paid. 4. I haven't had my confirmation email and I can't log into my account. 5. I have sent a cheque, but heard nothing from you. 6. I have had my credit card bill, and the currency conversion means I've paid more than I was expecting. 7. Why have I been charged twice by Paypal? Payment Troubleshooting Answers ........................................................................................................................................ 1. I have registered, but Paypal say I don't have a sending limit. If your initial 'Sending Limit' is set too low: The only reason your payment may fail is if your initial Paypal 'sending limit' is set too low (basically the maximum amount Paypal will allow you to pay us). This only effects 3% of subscribers. This occurs if Paypal cannot get online account status confirmation from your credit card or debit card company. If you have this problem, there are two ways in which you can sort it out: Firstly, you can get the four digit code printed alongside the Paypal set-up fee purchase from your credit card company, or from your next statement, enter that into your Paypal account (via the link in the set-up email sent to you), and your sending limit will automatically increase to your credit card limit. To do this you will need to either wait for your next credit card statement, or phone your credit card company to get the Paypal code. Unfortunately, you will have to go through the registration and payment process again. Alternatively, if you contact us, we are able to convert your subscription to cheque, and you can pay by that method instead. This does incur a time delay, but we attempt to get you access as soon as possible. If you have any problems with payment by credit card, do not hesitate to contact us for advice. We have a deep understanding of the Paypal system, and will do everything we can to sort your problems out quickly. 2. I'm trying to pay by credit card, but when I click on the button the link fails. This means that the card processing service we use may be having problems. If you continue to be unable to pay, please try again in a few minutes. 3. I can't log into my account, but I've paid. If you have paid by credit card, you may have to wait up to 1 hour to get access - this delay is incurred in credit checking your payment. However, in most cases we confirm subscriptions within an hour. When logging into the members area of the Sandform site, you will need your: 1. Username 2. Password Both of these pieces of information will have been emailed to you when you subscribed. After you have clicked the login link, you will get to the members access page. You must enter the above information and then click the OK button. If you get an error message, you have entered the wrong details. If you have continued problems logging in try the following: 1. Check you have your 'CAPS LOCK' off - the details are case specific. 2. Windows sometimes remembers the password wrongly. Get your browser to 'remember' a blank login box - which will flush the old, wrong details from Windows. Once you have done this, try logging in again with the correct details. 3. If you are still not getting access, go into your internet settings (Tools menu in your browser). Click on the 'delete temporary internet files' and then try logging in again. It may be that your browser is full of old pages and keeps returning an old error message. If all else fails, email us at helpdesk@sandform.com. We will endeavour to get you access as soon as possible. 4. I haven't had my confirmation email and I can't log into my account. The only reason for not receiving your registration email is if the email address you provided us with was wrong. Contact us if you have this problem and we will amend your details. An incorrect email address will not effect your ability to log into your account, please see logging in information above. 5. I have sent a cheque, but heard nothing from you. Please contact us immediately. We receive mail every day, so there should be no reason for your payment not to reach us. Call on the number above. 6. I have had my credit card bill, and the currency conversion means I've paid more than I was expecting. This problem no longer occurs as we only take payment in pounds sterling. 7. Why have I been charged twice by Paypal? First-time users of Paypal: If you are using Paypal for the first time they may make an extra charge of about £1.37 to your credit card. This is a PayPal set-up fee, and is refunded when you confirm your PayPal details. It is not controlled by Sandform.