FAQs for Supernova London

The FAQs are extensive and the search bar function should assist you in answering questions efficiently. We urge you to check this FAQ section before contacting us.

• When will entries close?

  Entries will close as soon as the event reaches capacity.

  entry deadline close closing
• When do entries open ?

  Entries are open now!

  entries open entry enter ticket
• How old do I have to be to take part in the event?

  Any age of entrant is allowed so long as the individual is healthy enough to do so. Children under the age of 16 must be supervised at the event by a parent or guardian but the parent or guardian does not have to take part in the event itself. Therefore, children are allowed to run in the event unaccompanied provided the individual supervising them is happy for them to do so.

  age, age limit, age restriction,
• Can I enter if I have a medical condition?

  If you have a medical condition that could cause you difficulties during or after the event, please first get clearance from your doctor to participate in the event. For your safety, it is advised that you do not participate in the event if you have had any sickness or symptoms in the past week.

  medication, condition, sickness, sick, unwell, handicap, underlying
• Can I take part using a wheelchair or handbike?

  Yes. We welcome entries from wheelchair and handbike users across all of our events. There are no separate wheelchair or handbike races, anyone entering the events will be included within the mass field for their respective race. Anyone taking part in a wheelchair or handbike must be self propelled for the entire race, therefore, participants in electric wheelchairs and individuals being pushed by a friend/colleague are not permitted on the course.

  We will do everything that we can to accommodate wheelchair and handbike users but there are also time limits which all entrants must stay within. Any entrants who are predicted to complete the course significantly ahead of the elite field can unfortunately not be accommodated on the course as the event operates on roads which are closed for a limited period of time and would not provide a safe route to anyone significantly ahead of the elite field. There are also maximum time limits for all races which are outlined above. These times are designed to be as inclusive as possible but anyone entering an event must be able to stay within the time limit as key course facilities such as closed roads, hydration stations and toilets cannot remain in place indefinitely.

  As event organisers we will ensure that we can accept entrants from wheelchair and handbike users across all events wherever possible but there may be some circumstances in which this isn’t possible. If you are unsure as to whether the factors outlined above will impact upon your entry, please contact our event team using the contact form at the bottom of this page and we will be happy to help.

  handicap, disabled, wheelchair, handbike, accessibility,
• Can I defer my place until next year?

  No, entries cannot be deferred towards future events unless the event has been postponed. If this is the case, options will be available to you within your MyRunning account. 

  defer postpone delay
• I requested a password reset for my 'My Running' account but have not received this?

  Please can you make sure you check your spam or junk folder to see if the password reset email has been sent in there. 

  password reset
• Do we wear our own running kit during the race?

  Yes, runners wear their own running kit during the event.

  finisher t-shirt finishers t-shirts participant
• My running club isn’t listed? What should I do?

  If you can’t find your running club listed in the drop down menu, please contact us using the form below and we can add it to the list for you. To update your running club at any time, all you need to do is alter your information in the ’My Personal Details’ section which can be accessed via the "My Profile" section of your ’My Running account.

  Please note we can only list UK Running Clubs.

  running club, listed, not listed, add running club, search running club, search, missing,
• How can I tell if my entry is approved?

  You will receive a confirmation email as soon as your entry is approved. You can also check your entry status by logging into your MyRunning account.

  approval, entry, approve
• I haven’t received my confirmation email, what should I do?

  Firstly, please check your junk mail box.
  
  If you still can’t find it then please contact us using the 'contact us' link at the bottom. If you do find an email from us in your junk mail, please mark it as ‘not junk’ or as a ‘favourite’ to ensure that our communications get through to you.

  confirmation, email,
• I'm a late entrant. I did not receive my confirmation email, which I need to collect my event number. What should I do?

  The confirmation email is sent automatically after you pay for your entry. Remember to check your junk/spam folder for the email. If for some reason it is not there, just log into your My Running account, go to your profile and click on ’My Orders.’ Print this page showing the payment for your entry.

  late, late entrant, email, confirmation, event number, collection, number collection
• What information can I expect to receive from the event organisers?

  Your Event Information Pack will be available from within your My Running account at least 10 days prior to the event. The Event Information Pack is a document that we, as the event organiser, produce to tell you everything you need to know about the event and is tailored to the specific event distance you are participating in.

  information, event, organisers, information pack,
• I've checked my bank statement and it shows I've paid twice, how can I get a refund?

  Please contact us using the form at the bottom of this page and a member of the team will process the refund. The money will appear back in your account within 3-5 working days.

  duplicate, paid twice, refund,
• I've recently suffered from a family illness/bereavement and no longer wish to take part, what should I do?

  Some events have a transfer option. You can check if your event has this option by logging in to your MyRunning account and clicking ‘Manage my entry’ on the dashboard.

  If this option is available for the event you are running, we suggest you:

  • Post on the event Facebook page, and let others know you have a place to transfer.
  • Arrange a level of remuneration to you directly (outwith MyRunning) for the place.
  • In MyRunning, use the 'Manage my Entry' function to transfer your entry to the new runner and complete the process.

  The runner you are transferring the place to will then be notified and pay a £15 transfer fee. The person who the entry is being transferred to will have to pay this in their MyRunning to complete the process. 

  If the transfer deadline has passed, please let us know you are no longer taking part by selecting "Withdraw my Entry" via the "Manage my Entry" section of your MyRunning account. 

  If the transfer deadline has passed, or if a transfer option is not available for your event, unfortunately your entry cannot be transferred. Please let us know you are no longer taking part by selecting "Withdraw my Entry" via the "Manage my Entry" section of your MyRunning account. 

  Illness, death, injury, can't run
• Where can I find a list of all participants?

  We do not publish a list of names of those who have entered events.

  participants
• My bank statement shows payment taken for the event but the webpage says I still need to pay?

  This means you are NOT entered into the event. Please click on the link at the bottom of this page to contact us so we can look into this for you.

  bank statement payment
• I'm having issues with my chosen payment card, what should I do?

  Please ensure you have entered the correct card details. If issues persist we would advise using an alternative card to process your payment.
• I would like my carer/guide to run with me - how do I arrange this?

  A carer, guide or any other runner in a support role is eligible for an entry at no cost. They MUST set up their own 'MyRunning' account and create an entry into the relevant event. Once at the payment stage, email us using the Contact Us form at the bottom of this page, explaining your support role and we can manually approve your entry free of charge. This MUST happen prior to the entry cut off date or you will not be able to take part.

  blind guide support accessible
• I am not satisfied with my merchandise, how do I return it?

  If for any reason you are not satisfied with your merchandise you may return it within 15 days for exchange or refund providing the goods are unused and have all the original tags.

  You can view the Merchandise Return Policy via the "Terms" section which can be accessed via the "My Profile" section of your MyRunning account. 

  shop, merch, merchandise, goods, return
• If I withdraw my entry will my entry fee be refunded?

  No. If you withdraw from the current event you accept that all entry fees are non-refundable, and may not be deferred towards a future event.

  entry fee, refund, cancel can't run
• Can I update my details (name, address, contact number, predicted time etc)?

  If your surname has changed, please contact us using the form below and we can update this for you. 
  
  Your email address and mobile number can be updated from within your My Running account on your profile under the 'My Personal Details' tab.

  You can update your address details from your My Running account up until 1 month prior to the event date. After this date you will need to collect your event number from the Event Number Station.
  
  You can update your predicted finish time up until 1 month prior to the event date on your My Running account and clicking on 'Manage My Entry' on the event you are participating in. At this point your start pen will be assigned and we will not be able to change your start pen position.

  predicted expected, contact details name address email
• Can I transfer my place to another event or distance?

  No. We do not allow runners to transfer between events for the health and safety of all our participants. However, some events have a transfer option, where you can transfer your entry to another runner.

  You can check if your event has this option by logging in to your MyRunning account and clicking ‘Manage my entry’ on the dashboard.

  If this option is available for the event you are running, we suggest you:

  • Post on the event Facebook page, and let others know you have a place to transfer.
  • Arrange a level of remuneration to you directly (outwith MyRunning) for the place.
  • In MyRunning, use the 'Manage my Entry' function to transfer your entry to the new runner and complete the process.

  The runner you are transferring the place to will then be notified and pay a £15 transfer fee. The person who the entry is being transferred to will have to pay this in their MyRunning to complete the process. 

  If the transfer deadline has passed, please let us know you are no longer taking part by selecting "Withdraw my Entry" via the "Manage my Entry" section of your MyRunning account. 

   

   

  move, change, transfer, place, transferring, account
• If I'm a late entrant, will I receive my event number?

  If you are a late entrant, you will pick up your event number at the Event Number Station at your start location.  Please read your Event Information Pack which can be found within your MyRunning account for full details on the location of your Event Number Station.

  race bib event number collect pick up
• Can I get my entry re-instated after I have withdrawn or transferred my entry?

  No, if you have opted to withdraw or transfer your entry it cannot be reinstated.
  
  We would therefore advise that you think carefully before withdrawing or transfering your place in the event."

  undo withdraw, cancel withdraw, re-apply
• When will I receive the merchandise I ordered?

  If you have ordered any merchandise you will receive this within three weeks of your order.  

  Overseas orders will take longer to arrive & may be subject to customs fees. Overseas orders are sent via Royal Mail standard international post with no tracking information.

  There may also be a delay over the seasonal holidays, such as Christmas and New Year, so please allow 1-2 weeks flexibility for items to be sent at this time.

  merchandise, merch, order, order details, delivery time,
• I've had issues during the entry process with processing my payment, what should I do?

  Please contact us using the link below explaining the issue you have experienced. If there is a problem that needs actioning we will do this so make sure you check back in to your MyRunning account within the next 14 days to check. You will not receive an email back from us.

  entry process payment
• Can I enter a friend into an event?

  Of course! You should complete the entry as normal on your MyRunning account, & when asked "Who the entry is for?" you will need to select "Another Adult". You will then be asked to complete the other adult details which includes their email address & age. 

  Once the entry is complete the other adult will receive an email asking them to complete the entry. 

  adult mate family friend
• How do I access a child's event information pack?

  You can access the event information pack for a child you have entered into an event via your MyRunning account. 

   

  race, child information pack, information pack
• My bank statement says I have paid but I do not have a confirmation email what do I do?

  Unless you have an approved entry into the event which would come as a confirmation email you are not entered. We suggest you double check with your bank to make sure the money has actually been taken out of your account and come back to us if this is in fact the case (use the contact us form).

  bank statement payment
• Is there a waiting list if the event is full?

  We do not offer a waiting list for the event.

  withdraw transfer place reserve, waiting list, entries, event full
• Do we need to pay for a medal?

  No this is included as part of your entry.

  medal, pay, part
• I have lost my confirmation email, how do I know if I am entered into the event?

  Please log into your MyRunning account via the Event Website, you will see within your account if you have an 'approved' entry, if so then you are entered and will be sent your running number nearer the Event. 

  On your MyRunning account, the event will show as "Entered" on your dashboard. 

  approve confirm confirmation email
• How do I withdraw my entry?

  To withdraw your entry, please login to your MyRunning account and select 'withdraw my entry' via 'Manage my entry' section on your event dashboard.

  If you have a charity entry, you must contact your chosen charity and ask them to withdraw your entry. 
  withdraw charity change entry
• What is a 'personalised medal insert'?

  It's a bespoke medal insert engraved with your name and official finish-time, which you fix to the recess on the back of your medal to create an everlasting memory of your achievement. You will receive your medal insert a minimum of 10 weeks after the event.

  medal insert personalised
• Can I enter on the day of the event?

  No, you must enter the event through the online entry process beforehand providing entries for the event are still open.

  pay turn up enter
• I'm trying to process a group entry but the system will only allow 10 people, how do I enter more?

  Our group entry system allows up to 10 people per 1 group entry. If you have more than 10 people in your group, you would be required to process further group entries to cover the remaining people in your group.

  group entry
• I have ordered a personalised medal, can I have the name of the person we are running in memory of, rather than my own?

  Unfortunately this is not possible.

  personalised medal insert
• My voucher code isn't working.

  There are usually 2 codes - one for entries and one for merchandise. Make sure you're using the correct code for the correct discount to be applied.

  Try typing the code in individually rather than copying and pasting, taking great care with regard to CAPS and spaces before and after. If it still doesn't work, please contact us using the form below.

  issue, problem, discount, voucher, code, merchandise, gift card
• How long will it take to refund my merchandise order / duplicate entry?

  Once you have contacted the team using the contact form, this will be actioned within 21 days and the refund made to your bank account. Should you not receive the refund within 21 days then please contact us again.

  refund time order entry
• Can more than one person sign up using the same email address ?

  No, each entrant will need to sign up with their own email address. 

  enter entry
• When will the event reach capacity?

  This is dependent on demand for each event, please keep an eye on our website/social media for updates.

  capacity reach event
• Do you offer any discounts for military personnel?

  No we do not offer any discounts.

  discount military personnel
• How do I update my 'My Running' password?

  Please click the 'My Preferences' tab on your profile page and then 'Update My Password.'
  password update
• If an event is sold out is there any way I can I still enter / add someone to our group?

  No. Once entries are sold out for an event it is not possible to enter. Entries cannot be transferred. 

  sold out add additonal enter
• I'm trying to enter however the website is saying I'm too old!

  Please double check the entry method you are using e.g Supernova 5K standard entries are for 16-64 year olds and concession entries is for +65 year olds
• How do I enter via the affiliated/club fee?

  There is no affiliated/club fee for the Supernova Run. The reduced rate fee is for children and concessions.
• When I attempt to process my payment I am directed to secpayment.com, what is this site?

  We are fully PCI (payment card industry) compliant and all payments are collected on our behalf using a 'hosted payment gateway' provided by Paypoint (who are also fully PCI compliant). If you'd like more information on our systems, please visit https://advancedpayments.pay360.co.uk

  insecure payment website security
• Do I need to present a medical certificate to participate in your events?

  You do not need to present a medical certificate to take part.

  If you have a medical condition that could cause you difficulties during or after the event, please first get clearance from your doctor to participate in the event. For your safety, it is advised that you do not participate in the event if you have had any sickness or symptoms in the past week.

   

  Medical Certificate Doctor
• My merchandise has still not arrived after the time frame given, what can I do?

  You can assume that this has been lost in the post and we will issue you with a refund. Please contact us via the contact form.
• Can the names on event numbers be updated?

  No, once entries are processed the name detailed on each entry is printed on the number. These details cannot be updated once your number is received.

  race event number name bib
• I have received my event number and realised I have entered the wrong event, can I move to another?

  No. We do not allow runners to transfer between events for the health and safety of all our participants. Supplies are allocated per event, if we allow runners to move between events then one event would have over supply in one event and the under supply in another event. When organising a large scale running event, supplies (t-shirts, medals etc etc) are specific to the event and are organised and ordered months in advance. 

   

  wrong change mistake distance event race
• I've recently moved house and think my event number has been posted there, can you send to my new address if I update within MyRunning account?

  You can update your address details from your MyRunning account up until 3 months prior to the event date. After this date you will need to collect a replacement event number from the Event Number Station on the day of your event if you believe it has been sent to an old address.

  old, new, address, house, change address, deliver, delivery, details, account details, personal details
• Payment issues so can I pay over the phone?

  No this is an on line company so please try and alternative payment card.

  phone purchase
• How do I enter a child into one of the events / junior events?

  You will need to log into your MyRunning account & select the event you wish to enter the child into. Once selected you will be asked "who the entry is for?" from here select "Another Child". 

  If you are not the Parent / Guardian of the child you are entering, you will be asked to provide the name & contact details for the Parent/Guardian of the child you are entering. 

  son daughter children kid
• Entry not appearing in order section of MyRunning?

  Your entry does not appear in the order section which is majoritively for shop/merchandise purchases, it appears in entries.

  entry error, error, order section, MyRunning, issue
• I wish to unsubscribe from your mailing list, how do I do this?

  To unsubscribe from a mailing list, please follow the 'unsubscribe from this list' link at the bottom of the email.
  unsubscribe,mailing,list,email
• How do I enter a child under age 5 if I've already processed an entry?

  It's not possible to go back and edit an entry once it is approved. You would need to create a MyRunning account for the child and process a separate Under 5 entry.

  under 5
• I have paid for two entries in two different events. Can I decide on the day which one I want to run?

  Yes this is possible. Unless you withdraw prior to the event you will receive an event number for each event you are entered into. By choosing to enter two events, you accept that entry fees for the event you do not take part in are non-refundable.

  two 2 events races different
• I have received the wrong sized running vest from my charity, how do I change this?

   

  Please contact your Charity directly using the Charity information page from within the Event Website, found under the 'Run For Charity' section.

  vest charity top running wrong
• I no longer wish to, or cannot, participate due to pregnancy, injury, illness, operations or covid - what are my options?

  Some events have a transfer option, where you can transfer your entry to another runner.

  You can check if your event has this option by logging in to your MyRunning account and clicking ‘Manage my entry’ on the dashboard.

  If this option is available for the event you are running, we suggest you:

  • Post on the event Facebook page, and let others know you have a place to transfer.
  • Arrange a level of remuneration to you directly (outwith MyRunning) for the place.
  • In MyRunning, use the 'Manage my Entry' function to transfer your entry to the new runner and complete the process.

  The runner you are transferring the place to will then be notified and pay a £15 transfer fee. The person who the entry is being transferred to will have to pay this in their MyRunning to complete the process. 

  If the transfer deadline has passed, or if a transfer option is not available for your event, please let us know you are no longer taking part by selecting "Withdraw my Entry" via the "Manage my Entry" section of your MyRunning account.  

   

  injury pregnant covid long COVID COVID19 illness cancer operation bereavement sick death dead
• Can I see your Privacy Policy?

  Of course! Please click here to see our Privacy Policy.
• What do you do with my data?

  You can find out all the information you need via our Privacy Policy page.
• How did I get on your mailing list?

  Please have a read of our Privacy Policy which should detail all the information you require. You can unsubscribe from our newsletters at any time by updating the 'Your Preferences' area of your MyRunning Profile, or clicking in the 'unsubscribe' link at the bottom of the email.

  mailing list, access, sign-up
• How do I subscribe to your mailing list?

  All you need to do is click here and follow the instructions. We look forward to welcoming you!

  mailing list, sign-up, access,
• Why do you collect my date of birth?

  We need this to define your entry method, there are different age limits to each event.

  date of birth
• Where can I access my Event Information Pack?

  Your Event Information Pack as soon as your have an approved entry within your MyRunning account. 

  Your pack is personalised to you. We will continue to add more detailed information in the lead up to the event. When there are big changes to the pack, we will email you prompting you to log in and see any updates.
  Event information pack
• My event information pack states 'Pen TBC' and 'Number TBC', what does this mean?

  It means your event number is currently being processed and allocated. This information will appear in your Event Information Pack in due course.

  tbc race event number allocated pen
• How do I order a personalised medal insert for my medal?

  You can order a medal insert from our website within our shop, or during your entry process. 

  personalised medal, medal, custom, insert
• I want to add my running club to my approved entry, how do I do this?

  This can be updated by logging into your My Running account, clicking on 'My Profile' > 'My Personal Details' > Update your running club information. 
• I've completed my entry, but wish to add another participant, is this possible?

  Unfortunately once your entry is complete, you cannot add another person to your group. They would have to create a new entry and complete themselves.

  runner
• When is the last day I can enter the event?

  Please keep checking the event website, events close when they reach capacity so we can not give you a definite closing date for entries.

  last, day, final, enter, event
• How do I enter a friend as a surprise to your event?

  Currently there is no way of doing this, we need a participant to sign up to our terms and conditions on entry due to health and safety reasons. 

  surprise, friend, gift, gift card, voucher,
• I would like to purchase additional medal inserts for other members of my group, how do I do this?

  If you did not purchase a medal insert for your group members during the entry process, you can still purchase a medal insert for them up however you MUST ensure that you are logged in as the group entrant when making the purchase, and not logged in as yourself. Otherwise the system will not know who to assign the additional medal insert(s) to. You can do this by visiting the online shop whilst logged in as your group member. You cannot purchase medal inserts for your group members when you are logged in to your own account.
• I have a gift voucher - which events can I use this on?

  A gift voucher can be used against any of the following events. 

   

  Edinburgh Marathon Festival 

  Scottish Half Marathon

  Scottish 10K

  Supernova Events

  Run Bournemouth

  Bournemouth Half Marathon

  Kilomathon

  Men’s 10K

  Women’s 10K

   

  A gift voucher can be used for any events which are open for entries as long as the voucher is redeemed against an entry prior to it reaching its expiry date. Vouchers can only be used against entries, and can not be used against merchandise. 
• My gift voucher code isn't working, what should I do?

  Please ensure you type your gift voucher code into the voucher code box rather than copy and paste. 

   

  gift voucher code not working
• Can I get a refund?

  You can view our event terms via 'Terms' in the 'My Profile' section of your MyRunning account.

  cancel cancellation money postpone postponement virtual
• How do I use my gift voucher?

  Login to your MyRunning account to access your gift voucher code and value.

  To redeem your voucher code, proceed with a valid entry until the final stage of the entry process where your items are listed in your order summary.

  Here you will see 'ADD VOUCHER' in orange, click on the text and ad your voucher code into the text box that appears.

   

   
  code, discount, voucher, gift card
• I can no longer run, can I give my event number to someone else?

  Participant event numbers are specific personal identifiers and may not be given to any other person. For many reasons, but vitally for medical and other emergencies, we cannot allow individuals to participate under someone else’s number.

  Transfers are available on some of our events and can only be done through the official website within the deadline of transfer displayed on the website.

  Transfers are not available for all events.

  Participants running with someone else's number is strictly prohibited and will result in the disqualification and/or banning of any individuals involved from future events.

  swap, can't run, event number, race, instead, place, transfer, friend
• Are training plans available?

  Yes, training plans are available but you will need to purchase this as part of your entry.  After the event date your training plan will no longer be available for you to view in your MyRunning account.

  training plan, schedule, plan
• My friends are receiving emails from you but I'm not, why is this?

  It is likely you are not subscribed to our email list. To update your preferences and ensure you receive our emails communications, login to your My Running account and visit the 'My Preferences' tab where you can change your 'Contact Preferences'.

  friend, receive email,
• How do I transfer my event entry?

  Some events have a transfer option, where you can transfer your entry to another runner.
  
  

  If this option is available for the event you are running, we suggest you:

  • Post on the event Facebook page, and let others know you have a place to transfer.
  • Arrange a level of remuneration to you directly for the place.
  • In MyRunning, use the 'Manage my Entry' function to transfer your entry to the new runner and complete the process.
    
    

  The fee for all events with a transfer option is £15. The person who the entry is being transferred to will have to pay this in MyRunning to complete the process.

  Please try to arrange a transfer with someone who you know to ensure that your are dealing with someone who has a legitimate place.  If you are unsure, please ask the seller for their name and email address details, and contact us via the Contact form in the FAQ's section, and we will be able to confirm the person has a valid entry before you arrange to send a payment to them.
   

  If the transfer deadline has passed, or if a transfer option is not available for your event

  Your entry cannot be deferred or refunded. Please let us know you are no longer taking part by selecting "Withdraw my Entry" via the "Manage my Entry" section of your MyRunning account. 

  transfer, race entry, entry,
• I entered a race in 2020 that didn’t happen because of the pandemic. Can I use my entry fee to enter a race this year?

  No. All 2020 race fees were credited as vouchers to runners accounts for use in any of our 2022 events. These vouchers expired 31 December 2021 and cannot be used in our 2023 events.

  Covid pandemic vouchers defer
• I need evidence of my entry purchase to use for an expenses claim through my work, is this possible?

  We understand that some employers will reimburse entry fees for employees, and that you may need to provide evidence of the order to do this.  MyRunning account holders can view their order in MyRunning which includes date and time of purchase, order ID, ordered items and the cost

  If your employer is doing this across a number of employees, it would be beneficial for them to create a Justrunning account to allow them to administrate this more easily.

  expenses VAT receipt claim reclaim
• How do I enter a group into one of your events?

  If you are looking to sign up more friends or family members to an event, you can do so by Logging into MyRunning, selecting the race you'd like the enter and when asked who the entry is for, choose 'someone else'. You'll then be asked for their information and they'll receive and email and next steps to confirm their entry. 

  If you are looking to fundraise or administer larger group entries (for example, a large group or workplace), you can apply to use the JustRunning platform.

  justrunning groups multiple entries group entry
• Is there a waiting list or on-the-day sign up for the Supernova Kelpies Friday event?

  The Friday race for Supernova Kelpies is now sold out and there is no reserve list or on-the-day sign up.

  We do still have spaces available for the Saturday event.

  sold out waiting list on the day entries kelpies
• Can I get an invoice for my entry?

  We do not issue invoices for individual entries. However, you will receive and entry confirmation email on completion of your payment and can see your entry payment details within MyRunning under 'My orders'.

   

  invoice payment entry
• How and when do I receive my event number and timing chip?

  Your timing chip is integrated into your number, there is no chip to attach to your shoe.
  
  All entrants who have registered with a UK address will have their Event Number posted out to them in the week leading up to the event, all numbers should be received no later than the Friday in the week leading up to the event.

  No overseas and late entrants Event Packs and Event Numbers will be sent out. All overseas based and late entrants runners must visit the Event Number Station to collect their number on the morning of the event. Location and opening times of the Event Number Station can be found in your Event Information Pack. 

  event number station timing chip
• What do I do if I have not received my event number by the event day?

  You will be able to collect a replacement Event Number from the Event Number Station on the day of the event. The Event Number Station is located at the Start Area near the Start Line. Please check your Event Information Pack in your MyRunning account for opening times and location.
  
  Please bring along your confirmation email, either printed off or on a mobile device, as well as some form of ID.

  race bib
• What do I do if I have not received my event number by the event day?

  You will be able to collect a replacement Event Number from the Event Number Station at the Plaza Cafe on the day of the event. The Event Number Station is located at the Start Area near the Start Line. Please check your Event Information Pack in your MyRunning account for opening times and location.
  
  Please bring along your confirmation email, either printed off or on a mobile device, as well as some form of ID.

  event race bib number race
• Can you give me some information about travel options on event day?

  There are details of public transport and event transport options available in the Transport section of your Event Information Pack and also in the 'Transport Info' section on your event dashboard on MyRunning. Unfortunately due to the volume of runners involved, we cannot assist individuals with personal travel plans to the event.

  There is also detailed travel information on the transport page of the event website.

  bus car walk train tram bike transport travel
• I’m a late entrant, where do I pick up my event number?

  You will be able to collect your number from the Event Number Station at the event. You can find out more about the Event Number Station via your Event Information Pack, including locations & opening times. 
  
  Please bring along your confirmation email, either printed off or on a mobile device, as well as some form of ID.

  race bib
• How and when will I get my event information pack?

  Your Event Information Pack will be available from within your MyRunning account at least 10 days prior to the event. We will let you know by email when your Event Information Pack is available within your MyRunning account.
  
  The Event Information Pack is a document that we, as the event organiser, produce to tell you everything you need to know about the event and is tailored to the specific race distance you are participating in. You do not need to contact your charity with questions about the event, e.g. start time, transport options or to find out when you will receive your event number.

  race, information pack, info pack,
• How can I guarantee that I will be in the same start pen as my friend that I want to run with?

  Unfortunately you can’t guarantee it and we can’t move you into the same start pen however if you select a specific time as your predicted finish time, there is a higher chance of being in the same pen than if you select a more commonly selected finish time, such as 30 minutes, or 1 hour.
  
  All predicted times will be locked before the event date and therefore any updates must be completed in advance of this date.
• I have been allocated into a different start pen to my friend/family member, can we start together?

  Runners are not permitted to move forwards into faster start pens but runners will not be prevented from moving back and starting in a timing pen further back from the start line so that they can be with friends or family. We do however strongly encourage all runners to start in their allocated start pen as each runner has been individually allocated based upon their predicted time and the number of runners allocated to each start pen has been capped to ensure enough space for all runners in the start area.

  Start pen, change start pen, family, group, team, friend, allocated
• My predicted time isn't accurate, can I move to a faster or slower start pen?

  Runners are not permitted to move forwards into faster start pens but runners will not be prevented from moving back and starting in a timing pen further back from the start line. We do however strongly encourage all runners to start in their allocated start pen as each runner has been individually allocated based upon their predicted time and the number of runners allocated to each start pen has been capped to ensure enough space for all runners in the start area.

  predicted
• Can I run in any of the events pushing a pram, buggy or wheelchair or using additional assistance such as walking poles?

  Yes. We welcome everyone to take part in the event. However, please make sure the buggy or wheelchair is well lit, and that you keep clear of runners going quicker.
  
  Kids in buggies do not need an entry, but they will not receive the finishers items.
• Can I walk?

  Yes. You are welcome to complete the course at your own pace, however, there is a maximum time limit of 1 hour associated with each event, this is very inclusive as even completing the route at a relatively slow walking pace will see you finish within 1 hour. If you plan to walk the whole distance we request that you allow runners to start in front of you.
• Can I take part wearing headphones?

  Yes.

   

  music headphones earphones
• Can take part in this event with a dog?

  No. Not unless it is a registered guide dog.

  support assistance, dog, dog run, guide dog, pet
• Can I take part in fancy dress?

  Yes of course! As long as your outfit doesn't include anything which could impede other participants.
  
  
  

  dress up, fancy dress, costume
• Is there somewhere to store baggage while I take part?

  There will be a baggage service where you can store your baggage free of charge while you take part. You can find out more information via your Event Information Pack via you MyRunning account for details on when the baggage area will operate. Your Information Pack will be available to view in your MyRunning account 10 days prior to event day. 

   

  Top Tips for Baggage:

  • Your baggage tag will be sent to you in your pack with your event number. It is very important that you remove it from the envelope and attach it to the bag you will be using BEFORE you leave your home or hotel. You won't be able to leave baggage on the baggage truck without a tag on it.

  • Pack dry warm clothes and any recovery food items you want to have after your run.

  • There will be lots of runners leaving baggage so please leave plenty of time to drop your baggage with the team.

  • We can accept rucksacks, sports bags or a bag of a similar size. We cannot accept suitcases or very large bags.

   

  luggage
• Are there shower facilities available within the finish area?

  No. There are no shower facilities provided as part of the event.

  changing
• Can you help me organise my personal travel arrangements to the event?

  Unfortunately due to the volume of runners involved, we cannot assist individuals with personal travel plans to the event.

  All transport options we offer will be shown in the Transport Info section of your MyRunning account, as well as your Event Information Pack. 

  bus car walk train tram bike cycle
• Are the distance markers in kilometres or miles?

  The distance markers are in kilometers.
• Where should I wear my event number?

  This information can be found in your Event Information Pack, but generally, it will be worn pinned to the front of your clothing.

  running bib race
• Is there a tracking app available to follow participants?

  Our events do not use live tracking, however there are many other ways your family & friends can track you as you run:

   

  1. Strava Beacon (Apple or Android)

  Strava Beacon allows runners to share their real-time location with anyone they want. When Beacon is activated, the runner can go into the Strava app and select any contacts they want to send a notification text to with their location. 

  The link sent to you via text will open in a browser, so you don't need to have the Strava app, or be a Strava user, to see your runner. 

  To find out more, visit the Strava website.

   

  2. Find My (Apple devices)

  The "Find My Friends" app is available on iPhone and allows users to share their location with friends and family members Here's how it works:

  • Location Sharing: The runner can choose to share their current location with specific individuals for a set period of time or indefinitely. They have control over who can see their location and can customise sharing settings for each person.

  • Invitations: The runner can send invitations to friends or family members to share their location. Once the invitation is accepted, you'll see each other's real-time location on a map.

  To find out more, visit the Apple website..

   

  3. Google Maps (Apple or Android) 

  Google Maps offers a feature called "Location Sharing" that allows users to share their real-time location with others. Here's how it works:

  • Access: The runner open Google Maps, navigate to the menu, and select "Location Sharing."

  • Sharing: The runner chooses contacts to share their location with and sets a duration for sharing.

  • Real-time tracking: You will receive a notification and can view the runner's real-time location on a map.

  To find out more, visit Google Support.

   

  4. Whatsapp Live Location

  Live Location allows you to share your real-time location with the members of an individual or group chat.

  • Open an individual or group chat.
  • Tap attach > Location > Share live location.
  • Select the length of time you'd like to share your live location. Your live location will stop being shared after the selected amount of time.
  • You can also enter a comment and emoji.
  • Tap send.

  To find our more, click HERE.

  app progress follow live tracking track
• Do you have any childcare facilities?

  No. We do not have any child care facilities at the event.
• Can my friend pick up my event number for me?

  Yes, your friend can pick up your event number for you. In order to do so they require a copy of your confirmation email and your ID or just a copy of your ID.

  running bib race
• Can I run with a small back pack?

  Yes. But we do encourage runners to drop their bags at the baggage truck, or hand them out to friends or family as much as possible.

  If for medical reasons, you need to keep your backpack on the course, you may be asked to have your bag searched by security. Please take this time into account and arrive early enough.

  ruck sack diabetes diabetic glucose machine
• What information can I expect to receive from the event organisers?

  The event information pack is a document that we, as the event organiser, produce to tell you everything you need to know about the event and is tailored to the specific race distance you are participating in.

  Your Event Information Pack will be available from within your MyRunning account at least 10 days prior to the event. 

  drinks drink meeting point meeting points
• Is it possible to advertise at your event(s)?

  Yes! We have several advertising opportunities available, please see the document by clicking on the link here. Please contact us using the form below and selecting 'Marketing/Sales' from the dropdown if you wish to purchase some of the listed advertising opportunities.

  Advertise, adverts, promote, social media, marketing, paid promotion, paid partnership
• I have forgotten my predicted time - where can I find this?

  Please log back into your MyRunning account where you will find this information, the start pen allocated to you will be related to the time you gave on entry.

  forgotten MyRunning account
• Can I run barefoot?

  We strongly suggest that all runners wear appropriate footwear to complete our events. We do have a handful of emails about running barefoot and cannot accept any responsibility for injuries caused from running barefoot.

  barefoot
• I can no longer take part, can I give my event number to my friend?

  No. Any person who participates in the event without a current official event bib number  officially assigned to him/her is subject to removal and disqualification from future events.

  bib race running transfer event friend cant run
• Is it possible to pre-book parking?

  No, we don't allocate parking for the events.

  car park
• My dog has eaten my running number, what can I do?

  You can pick up a spare from the Event Number Station at the event. 
• I have been injured and my predicted time is now slower than the estimate on my account, can I move start pens?

  Runners are not permitted to move forwards into faster start pens but runners will not be prevented from moving back and starting in a timing pen further back from the start line.

  We do however strongly encourage all runners to start in their allocated start pen as each runner has been individually allocated based upon their predicted time and the number of runners allocated to each start pen has been capped to ensure enough space for all runners in the start area.

  injury, time, prediction, predicted, slower, account, start pen, move
• Am I able to choose a specific event number?

  Unfortunately no it is not possible to choose a specific event number.

  bib race participant
• Where can I make an official complaint about the event?

  Please use the contact form available at the bottom of the 'Contact' page and select from the relevant dropdown list.
• Is there an Official Accommodation Provider for your events?

  YES! Please check out www.officialhotels.com for all your accommodation requirements, including hotels close to both the start and finish lines.
• The pen I have been allocated in seems to be very far back from the start line? Is this correct?

  Runners are allocated based on their predicted times.

  There are up to a maximum of 12 start pens at each event. Sizes are determined either by the start team or in some circumstances, by the geography of the start area, e.g. street junctions, pedestrian crossings, etc. You will have primarily have been placed in a start pen based on your predicted time.

  To assist in posting out all numbers in time for the event, there is often more than one export of entries. This can result in a slight variant in positioning of runners once the second export takes place. But generally, runners are placed in the pens based on their given predicted time. Therefore it is important that you go to your allocated pen.

  Runners sometimes move back a pen if they want to run with a friend. If you do this, it is important that you still place your bag on the Baggage Truck that corresponds with your own number. 

  The colour Sequence at our events are as follows:

  • Elite / Top Club (EMF Sunday / BMF Sunday only). Released first / closest to start line.
  • White
  • Red
  • Yellow
  • Green
  • Orange
  • Blue
  • Pink
  • Black
  • Purple
  • Gold
  • Silver
  • Bronze

  Depending on the size of the event, we will not always use all of start pens above. Where there is more than one start line e.g. EMF Saturday / Kilomathon / SHM, we will use a different colour range at each start area. 

    

  correct start pen
• The number on the back of my event number doesn't match the number on the front, is there a problem with this?

  No, this is not a problem. These two numbers are not supposed to match.

  race number code different same bib race
• I threw my event number away by accident, what shall I do?

  Please bring along your confirmation of entry email along with photo ID & you can pick up a replacement number at the Event Number Station on event weekend.

  bib race running
• My event pack has arrived and my event number / baggage tag is missing?

  Please visit the Event Number Station who will be able to provide another event race number and / or baggage tag. 

  Baggage Tag Race Number missing
• I have lost my event number, what should I do?

  Please visit the Event Number Station to collect a replacement.

  misplaced bib replace race running
• I have a query regarding my photos/video - can you help?

  If you have any queries regarding your official photos, please contact Marathon Photos directly here.
• Are there any prizes or presentations for the top 3?

  No, the event is all about the taking part. Everyone is a winner no matter how fast or how slow you go!

  money 1st 2nd 3rd first second third
• I have received my event number but the rest of my group haven't, what should we do?

  Event Numbers are dispatched separately and can arrive any time up until the day before your event. If event numbers don't arrive you will be able to collect a replacement Event Number from the Event Number Station on the day of the event. The Event Number Station is located at the Start Area near the Start Line. Please check your Event Information Pack in your MyRunning account for opening times and location.

  
  Please bring along your confirmation email, either printed off or on a mobile device, as well as some form of ID.

  race event bib number group family friends
• Are spectator tickets required to watch the race?

  No.  Anyone coming along to watch you at the race can do so without a ticket.

  spectator
• The event merchandise is showing as out of stock, when will it be back in stock?

  Please keep an eye on the shop, if items are out of stock as soon as stock is replenished, this will be updated on line and you will be able to order once again.

  event merchandise out of stock
• Can I start the event late?

  The event will start at the time indicated in your Event Information Pack and on the website.  After all the start pens have crossed the start line and the sweep vehicle has taken it's position at the back of the participants, the start line will be closed down and the timing mats switched off.  This is done to keep participants safe as often roads are reopened directly after participants pass through the area. 

  If you arrive late and take the decision to start and catch up with the rest of the participants, you do so at your own risk and must use pavements to do so as we cannot guarantee that the route will be safe until you are ahead of the sweep vehicle and join the mass of participants once again.

  Please note that if you start after the start has been closed down, you will not receive a "chip time" however if you cross the finish line before it is closed down then you will be awarded a "gun time".  Unfortunately it is not possible to award a chip time to those who decide to start late. 

  chip time, gun time
• Do you use plastic bottles at the event?
  We are very conscious of our environmental responsibilities and are actively striving towards eliminating waste from our event as the negative impact of this on the environment is very important to us as individuals and also as a company.

  We are delighted to be making some real headway in this area by removing plastics from our finisher's packs which are either reusables or recyclable. The packaging on all finisher t-shirt products are compostable and can be added to your food waste recycling.

  Although all the bottles that are used at our events are separated and recycled, we know that eliminating the need for any plastic needs to be our Plan A. Correct levels of hydration for participants is something which is seriously considered for the safe running of the event and the health of the participants. Other factors such as the logistics of packaging and moving water for thousands of participants where there can be no risk of contamination is of equal importance hence why we need to carefully consider the options​ for both on course and in our finish areas.​

   

  environment plastics packaging hydration
• Is the event on on the TV?

  No, this event isn't broadcast on the television.

  TV event television show
• Can I link a non JustGiving fundraising page to my MyRunning account?

  You cannot link a fundraising page to your MyRunning account unless it is a JustGiving page. We work closely with JustGiving as our official online giving partner and our platform is integrated with the JustGiving platform.

  We believe that creating a JustGiving fundraising page is the best and most effective way to fundraise and we encourage all MyRunning account holders to fundraise using JustGiving. 

  JustGiving have raised over £5 Billion for good causes and support 450,000 charities across the world. You can find out more about JustGiving at justgiving.com

  fundraising, money, charity, JustGiving, sponsor
• My event number is damaged, will this affect my recorded time?

  If you are at all concerned that your event number with your chip has been damaged in the post, you can visit the Event number station on event weekend and pick up a new number.

  bib race runner
• Can I order a medal insert for a past event?

  Medal inserts are available to order until the day after the event has taken place. 

  medal insert
• My gender is incorrect on my event number, is this a problem?

  Yes this issue will need to be rectified for results purposes. Please contact us via the form below explaining the issue and we will update your account. You will need to pick up a replacement number from the Event Number Station on the day of the event. Download your Event Information Pack from your MyRunning account for more information on Event Number Station locations.

  gender race number event wrong incorrect male female
• What happens if adverse weather is expected?

  The event will continue unless we expect weather conditions that mean it would be unsafe for the participants to do so.  In the event of a cancellation, we will communicate directly with all participants via email or by text message.

  Please plan for the forecast weather appropriately by making sure that you have a change of clothes packed and your bag lined with a waterproof liner to protect them so that you have something to change into after finishing when wind and rain is expected.  Similarly, if warm weather is forecast, suncream should be worn and a running cap considered to keep the sun off.

   

  weather, adverse, cancel, cancellation
• What is included in my Virtual Challenge Pack?

  Please read the 'Challenge Preparation’' section of your Participant Information Pack (which can be found in your MyRunning account after entering). This will give you more information about your challenge pack.

  finisher pack
• I am no longer able to take part, can I still receive my head torch?

  Sorry no, head torches are part of the event experience and distributed at the start line. We are unable to provide these to entrants who do not take part in the event at a later time.
  

  head light torch finishers items goody bag
• When will I receive my Virtual Challenge Pack?

  Once you have signed up for the challenge, your Virtual Challenge Pack will be posted out to you. Please note that your Virtual Challenge Pack may take up to 10 working days to arrive, overseas packs will take longer.

   

  Your pack will be sent to the address in your ‘MyRunning’ account so make sure it is up to date.

  finisher pack
• Which name is on the event number?

  The runner's first name only appears on the event number.

  bib number
• I lost my medal/t-shirt from a few years ago and would like a replacement - is this possible?

  No, we do not keep medals or t-shirts from previous years.

  medal t-shirt years replacement lost
• Can I run with a water bladder backpack?

  Yes, water backpacks and hydration vests are allowed.

  We encourage runners to use our baggage service, or ask friends or family to look after them as much as possible, but hydration packs are allowed.

  If for medical reasons, you need to keep a backpack with you on the course, you may be asked to have your bag searched by security. 

  water bladder pack hydration pack
• How do I join the Event Team?

  If you visit eventteam.zone you will be able to either login or sign up for a new Event Team Zone account.

  From within Event Team Zone you will be able to view all of the opportunities available to join the Event Team. You can register your interest in one or more of the Event Team roles and a member of our team will be in touch with further details. 

  event team zone ETZ race crew volunteer work experience help
• I didn't receive all the Virtual Challenge items, I should have for the Challenge, how do I go about receiving these?

  Please get in touch with us via the online contact form letting us know which item(s) you didn’t receive and we will arrange to have them sent out to you as soon as possible.
• Can I complete my Virtual Challenge over multiple days?

  Yes! You can complete your Challenge over multiple days. For example, you could complete a 10K Challenge over 2 days completing 5K each day.
• I want to share my story of why I'm running, how do I do this?

  Please complete the contact us form, and we will be able to share your story on our social media channels, as well as sending to the local press and may also use it in our newsletters. If you are running for a charity or a worthy cause don’t forget to include a link to your JustGiving account as this will help you achieve your fundraising target. You should also upload a picture or two to go with your story. Please remember to include as many details as possible;

  • who you are running for or in memory of
  • your motivation for running
  • a little background info about yourself
  • the charity you are raising funds for and why
  • your current fitness level and how your training is going
  • link to your JustGiving account.
  fundraising story share why special media PR
• What is MyRunning?

  MyRunning was launched in December 2021, and replaced the former MyRunning system.  MyRunning brings together into a single system multiple event brands. 

  This means that if you have taken part in any of our previous events, you will be able to see all your results in one place, as well as being able to enter and administer different events from one easy portal. 

  We hope you enjoy using MyRunning as much as we have enjoyed creating it for you!

  My Details account login log in, myrunning, Application, MF,
• Can I change my training plan to a different ability?

  Yes, you can. Please get in touch with us and let us know which plan you would like to change to, Beginner, Intermediate or Advanced.

  training plan, change training, ability,
• Can my child bring their bike or scooter to take part in the event?

  As some parts of the course are narrower or darker than others, for the safety of the rider and other participants taking part in the event, bikes and scooters are not permitted on the course. 

  Bike scooters
• Can I take part with a buggy?

  Yes. We ask that buggies are well lit in order for other participants to see them on the route. So it's time to get the fairy lights and glow sticks out to decorate...

  buggy
• Can I get a refund for my medal insert?

  Beyond 14 days of purchase medal inserts cannot be refunded. 

  medal insert refund
• Can I carry my mobile phone with me during the run?

  Yes, of course that is absolutely fine.

  mobile phone iphone telephone
• Will I get a Medal?

  Everyone will receive a Finisher's medal on completion of the event.

  medal
• How do I leave my feedback from the event?

  We welcome your feedback. Without it we cannot accurately tell which aspects you really liked and would like to see more of and which need improvement. Please log into your MyRunning account and head to the FAQ's / Messaging section. 

  complaint
• I'd like to attempt a world record at one of your races, how do I organise this?

  If you are thinking about attempting a world record at any of our events, you must follow the rules and guidance below.

  • You must have an approved entry into the event.

    
    
  • If you plan to run with any outfits or accessories, these with must not impact the running space or health and safety of other runners around you. Please note that any costumes whereby you need to be attached to another person at any point in the event are not permitted.
    
    
  • If you need a team around you to support or verify your record, they must also have an approved entry to the event and in no way interfere with the space around other runners on course.

    
    
  • Any large recording equipment or accessories needed for proving the record are strictly forbidden on course.

    
    
  • It is your responsibility to make any arrangements with Guinness before, during and after the event.
    
    
  • We are unable to give written verification of those attempting World Records crossing start and finish lines of our events.
  world record, Guiness world record attempt
• I ran Supernova Kelpies on Saturday and didn't get a finisher's pack, where can I get one?

  There was a short period on Saturday night where some of our finisher's packs hid from us for a short period of time, so although we know most participants got one after they were found, a small number may have left the park before they were found and distributed.  If you were affected, please don't worry, we have your pack and will post it out to you.  

  To let us know that you didn't receive on, please go to the shop section of the website, and select 'Supernova Finisher's Pack'.  Add it to the basket and complete the process, and we will get this sent to you in the post this week. 

  We're so sorry that you didn't get one, it's not the experience that we wanted for you to have, but we hope that you will enjoy it fully when you receive this in post.  Congratulations on finishing Supernova and hope, missing finisher pack aside, that you had a wonderful evening with us!

  missing didn't run out get pack bag
• Where are my results?

  Full results can be found by logging into your MyDetails account on the website. If you have a query with your result, please email us using the contact form below.

  results, finish
• Where are my split and category times?

  Your split times and categories are shown in your MyRunning account.

  result, split times, category, times, time slot
• I have ordered a medal insert but my address has changed.

  Your information is sent to our engraver approx 1 week after the event.  Your medal insert will be posted to the address that is showing in your MyDetails account at this time. 

  ordered medal insert address change
• I’ve not collected my baggage from the baggage truck/baggage area, what should I do?

  Please use the contact form below to let us know, select the 'event information’ option. In your message please provide:

  • A detailed description of the bag and its contents
  • Your event number
  • Contact phone number
  lost, baggage,
• What do I do with my event number after the race?

  The event number is disposable, you do not need to return it to us.

  event number race end finish line
• I did not finish, can I still get a finishers medal and other finishers items?

  Sorry no, medals and finishers items are a mark of achievement of finishing the event so it would not be fair to those that completed the full distance.

  medal goodie goody bag
• Where can I download my Official Photos?

  You can purchase and download your official event photographs through your 'MyRunnning' account. CLICK HERE to access your MyRunning Account. After that, select "my results and stats" and then click the small plus icon next to the race you participated in. After this, click "View event photos".

  Here all official event photographs including you from this event will be shown. Official photographs will be available to view from 24hrs after each event. These will remain in your MyRunning account to view at any time. 

  photo photograph picture
• I did not receive all the finishers items I should have after the event, how do I go about receiving these?

  Please get in touch with us via the contact form letting us know which item(s) you didn't receive and we will arrange to have them sent out to you as soon as possible.

  medal t-shirt
• When will I receive my medal insert order?

  Each medal insert is individually engraved with your name and time. It usually takes 8-10 weeks post-event to receive your medal insert in the post. Medal Inserts dispatched to Overseas participants can take significantly longer. 
   

  medal insert
• I have lost an item at the event what should I do?

  Please use the contact form below to let us know, select the 'event information’ option. In your message please provide:

  • A detailed description of the item
  • Where you think you lost the item
  • Your event number
  • Contact phone number

  If the item is valuable we would recommend you file a police report. It is your responsibility to do this.

  Items will be kept for 4 weeks following the event then given to charity or recycled.

  missing lost
• I have lost something at the event, how and when can I get this back?

  For some events there will be a high volume of lost property which have been handed in or found. If we have found some property which is identifiable to you we will contact you to arrange this being returned to you. If your item doesn't have your personal details on it, you can use the contact form on the website to give us a description of what you have lost and we will search through our lost property to check if it has been found and arrange the return to you.

  items will be kept for 4 weeks following the event then given to charity/recycled

  property found missing
• The distance on my GPS Device says I ran more/less than the event distance.

  The Supernova events are designed as an experience and are not classed as a 'measured race distance'.  We will make the distance match as close to 5K as possible however the priority is for participant safety in dark conditions and to allow us to include as much as the venue's lit features as possible.   As such, although we will try and get as close to the 5K distance, you may find that the total distance run, walked or jogged may sometimes be more or less than a 5K.

   

  5k, short, longer
• Is it possible for my result to remain anonymous or not to be published?

  No, this is not possible.

  result anonymous publish possible
• Why are my results not showing on Run Britain / Power of 10 websites?

  Whilst Supernova is a timed event, the nature of the event is for friends and family to spend an evening together doing something different and having lots of fun doing so therefore it is not treated as an athletics event.  By chip timing everyone, we can make sure that no-one gets lost in the dark!  As the event is not an athletics event it is not recognised by Scottish and UK Athletics therefore the results will not show on the Power of 10 or Run Britain websites.  Everyone is a winner no matter how fast or slow you go!

  run britain; power of 10
• I can't make it to the event, but I can run the distance elsewhere. Will I still receive my medal/finisher's items?

  No, you have to participate in the event in order to receive these.

  finisher item no attendance
• I’ve completed my Supernova Virtual Challenge, when will I receive my certificate?

  Congratulations!

  You firstly need to log into your MyDetails account to tell us you have completed your challenge. Once you have uploaded these details to your account, your name will be added to the Supernova Virtual Challenge ‘Glow-ry List’ on our website, and your Supernova Virtual Challenge certificate will be available from your account. 
• How do I see my results from previous years?

  If you have previously run in the event, your result will be displayed by logging into you MyRunning account and looking at your past events.

  past results time
• How do you time my run?

  Your Chip Time is the complete elapsed time it has taken you to complete the full course from start to finish, this includes anytime you have stopped or walked during these two points.

   

  We work with timing specialists to ensure every chip time is accurate. 

  We do not accept any other proof of performance such as an individual's Garmin/Strava/Apple Watch etc. 

   

   

  Chip, Garmin, Strava, Time, Timings, Result, Finish, Watch, GPS
• Where can I view my results?

  You can see your results within your MyRunning account.  Please go to the menu, and select 'My Results & Stats'.  You will be able to see your result, and also where you came in relation to everyone else who took part in the event too.

  Public results are also available by clicking on the 'Results' square on the website.

  finish timings result others comparison compare
• Will I receive Official Photographs?

  We do not guarantee that you will receive Official photographs at an Event.

  If you have any queries regarding your official photos, please contact Marathon Photos directly here.

  Official Photographs photo photos
• How do I get a charity entry?

  a. Instant Charity Entry (ICE)
  When you sign up for an ICE, you agree to various terms and conditions (including minimum sponsorship) and your Charity Entry in your chosen event is then instantly ’approved’.
  
  b. Apply for a Charity Entry
  Apply for a Charity Entry with one of our Affiliate Charities and the charity then has 21 days, or until Charity Entries close (whichever comes first), to either approve or decline your application before it expires. You will be informed via email of the outcome of your application. If you change your mind while awaiting approval, please log into your MyRunning account and select the option to cancel your application.

  Charity, change,
• If I secure a charity entry, how much sponsorship money will my charity expect me to raise?

  This will depend on the charity you choose. If you sign up for an Instant Charity Entry with our Official Charity or one of our Premier Affiliate Charities, you will be asked to agree to raise a minimum amount in sponsorship money as part of the sign up process. If you are thinking of applying for a Charity Entry with one of our other Affiliate Charities, and wish to know what is expected of you before submitting your application, please contact the charity directly to discuss this with them. Contact details are provided in the 'Fundraising' or 'Our Charities' tab in your MyRunning account.

  charity entry sponsorship money raise expect limit expectation
• I cannot see the Charity I wish to fundraise for on your website, can I still participate and raise funds for them?

  If the charity is not listed on our website you are still welcome to raise money for them.

  However, you won't be able to obtain a Charity entry to run for them as if they are not listed it means they are not affiliated to the event. 

  You will need to purchase a Standard entry and then once you have purchased the Standard entry you can link it to any charity of your choice from within your MyRunning account. 

  charity entry
• What is meant by charity entry and own entry?

  Charity Entry - An entry in the event that is paid for by an Affiliate Charity or the Official Charity. If you secure a charity entry, your charity will expect you to agree to raise a minimum amount in sponsorship money, and may ask you to pay a registration fee towards the cost of your entry.
  
  Own Entry - Any type of entry (e.g. standard/late/club) which you pay for yourself. Runners who have purchased their Own Entry are welcome, but not obliged, to fundraise for any charity of their choice If you do wish to fundraise for an Affiliate Charity or the Official Charity, you can let them know via the ‘tell a charity I have my own entry’ link in your MyDetails account. If the charity is not an Affiliate Charity, you are welcome to run for them, however you would need to contact them directly yourself.
  
  Group Own Entry – Each group member who wishes to link their entry to an Affiliate Charity must do so separately after completing their own entry. The group leader can only assign a charity to their entry via their ‘MyRunning’ account and is not able to do so on behalf of a group. This enables members of one group to fundraise for a variety of different causes.
  
  When you advise a charity that you wish to fundraise for them, they will spend time, effort and money on building a relationship with you. Therefore, please do not do so unless you are very committed to fundraising.

  charity entry sponsorship money raise expect limit expectation
• Can you take part on behalf of two charities and if so how would you enter?

  This depends on whether you are running on your own standard place OR a charity place, there are two options. Option One – Purchase Your Own Place: You would set up your Just Giving page and choose to raise funds for two charities as you wish. Option Two – Charity Place: If you choose a charity place you can only enter and raise funds for one charity, the charity purchases and pays for your place and it is not possible for this to be split between two charities.

  two 2 several charities
• If I secure a Charity entry with an Affiliate Charity, do I have to fundraise for that charity?

  YES! Your chosen Affiliate Charity has paid for your charity entry and will require a minimum amount in sponsorship money to ensure that their involvement in the event results in funds being raised for the charity. Please think very carefully before securing a charity entry as any change of heart on your part, whether that be regarding your choice of charity, your ability to raise the minimum sponsorship required, or taking part in the event at all, can have a very negative impact on the charity.

  fundraise charity entry
• If standard entries are closed, but charity entries remain open, how can I enter if the charity I wish to fundraise for is not an affiliate charity?

  Please direct a representative from your chosen charity to our “Become an Affiliate Charity” page which can be found in the 'Charities' tab for the event on the MyRunning website. Please note that there are costs associated with becoming an Affiliate Charity, and your chosen charity may not wish to proceed. In this case, you will need to wait until entries open for next year’s event when you will be able to purchase your Own Entry.

  entries charity standard fundraise affiliate closed
• If I have a charity entry, will I get a finishers medal and other finishers items?

  As long as they finish, all participants will get a finishers medal and other finishers items.

  finishers medal items charity entry
• I have a Charity entry but I wish to change charity due to a family bereavement

  You need to contact the charity you have your charity entry with, they need to withdraw you, once you are withdrawn you no longer have an approved entry. The only way you can get another charity entry is to reapply for a charity entry to the new charity of your choice.

  death, charity, change charity, family death,
• I have linked my standard entry to a chosen charity but they have not yet been in contact with me

  Please refer to the relevant event website, search for your chosen charity within the 'Charities' drop down menu and email the charity directly.

  charity contact standard entry entries
• I have an Own Place entry that I paid for myself and would like to change the charity I have linked to, how do I do this?

  Please action this by messaging the MyRunning team via the 'Messages' area and confirm that you would like to change the charity your entry is linked to. Please provide detail of the new charity you would like to run for instead. 
  
  

  charity, entry, paid entry,
• Do I have to take part for charity if I purchase my own entry?

  Although lots of participants take part and raise money for hundreds of different charities, you can choose to take part yourself without being linked to a charity.

  charity, charity entry, sponsorship, fundraise
• How do I pay my registration fee to my chosen charity?

  Your chosen charity should contact you directly in due course to organise this but if you are concerned please contact your charity to discuss. You can find contact details for your charity via their "Affiliate Charity" page on this website.

  reg fee entry fee
• I have a Charity entry, I am not going to raise the minimum sponsorship so can I change to an 'Own Place' entry instead?

  You need to inform your charity directly and get them to withdraw your entry. As long as standard/late entries remain open, you can then purchase an entry directly and still raise funds for the charity directly. You can still link your entry to your chosen charity during the entry process.

  sponsorship minimum not fundraising
• When will charity entries close?

  Please see the end of the Entry Information page for details of Charity Entry closing dates/times. If applying for a Charity Entry, your charity must approve your application prior to the closing date/time to ensure you are able to participate. If completing an ICE with the Official Charity or one of the Premier Affiliate Charities, you will need to have reached the end of the process prior to the Charity Entry closing date/time.

  entries close charity deadline
• What is a predicted fundraising target?

  This is how much money you think you will be able to raise for a Charity if you are entering via a Standard Entry and choosing to fundraise for them. This is to give the Charity a rough indication of how much money you may raise.

  fundraiser target predicted raise money standard entry
• Can I set up a fundraising page with Just Giving directly or do I have to do this on your website?

  You can do this either way but if you do it via our website, your page will then be linked to both our event and your 'MyRunning' Account.

  just giving, charity, fundraise website page set up
• How can I cancel my charity entry when it says 'awaiting approval'

  You need to contact your charity directly in order for them to 'withdraw' your entry. You will then be free to apply to run for another charity.

  Delete Withdraw Cancel Remove CPA
• I have paid a charity registration fee, does that mean I am entered into the event?

  No - you need to make sure you enter the Event via our Website and you will only be entered if you receive a 'confirmation' email to tell you, you are an 'approved' entry. If in doubt, please contact your Charity directly to get clarification.

  Paid entry, charity, registration
• I want to raise money for a personal cause and NOT for a charity - what should I do?

  You are more than welcome to fundraise for a personal cause rather than a charity. You should simply enter the event via the Standard Entry method.

  personal cause charity
• My charity entry application has been declined, why is this and what should I do?

  If you applied for a charity entry and you have received notification that your application has been declined, there are 2 main reasons this may have happened.

  1. The charity you wish to run for must review and approve your application within a set timeframe or your application will expire. Please contact your chosen charity directly to discuss this with them if you think this may have happened.

  2. Your chosen charity may have chosen to decline your application on this occasion. This may be for a number of reasons and factors. Contact your chosen charity directly to discuss this with them or consider applying for a charity entry with another charity.
  
  If your application has been declined, or has expired, you can still make a new application for a different charity, or purchase your own Standard entry and link it to charity. However, you can only complete these actions if entries for the event in question are still open. 

  charity refused denied declined
• I purchased my own entry but I see my chosen charity have places, if I apply to run for them instead will I be refunded for my own entry?

  No you will not be refunded your entry fee (please see our t's and c's), the best option here is to keep your own standard entry and fundraise for the charity directly by linking your entry to the charity within your MyRunning account.

  charities entry
• We are running for charity, are you able to make a donation towards our fundraising and save us money in the entry fee?

  As you can appreciate we work with over 366 Affiliate Charity so cannot be seen to be donating towards any charity specifically with regards to contributing to entry fees.

  donation charity running entry fee charities
• Can my charity complete my entry on my behalf?

  NO! You must enter online through MyRunning yourself. This is because you must agree to the event terms and conditions and disclaimer, which only you can do. You are solely responsible for ensuring that you have an approved entry in your chosen event.

  charity entry
• I know my chosen charity requires me to pay them a registration fee towards the cost of my charity entry. Who should I contact to find out how to pay this?

  Please contact your chosen charity directly.

  registration fee charity contact
• I have not received a t-shirt/vest from my charity, what do I do?

  Not every charity offers this, contact your charity directly using the charity information page from within the event website, found under the 'Run For Charity' section.

  t-shirt vest
• If I am running for a charity do I also have to buy my own entry?

  If you enter via a charity entry this means the charity have approved you to run for them, meaning you do not have to pay for your entry but you need to raise a minimum amount of sponsorship for the charity. Therefore you do NOT also have to pay for your own entry. You will need to have received a charity approved confirmation of entry email from us to ensure you have a charity entry. 
• What is a minimum sponsorship level?

  This is the amount of money the Charity you have chosen to run for, will expect you to fundraise in return for them giving you a 'free' entry to the race.

  sponsorship limit charity
• What should I do if I have not received a sponsorship pack or t-shirt from my chosen charity prior to my event and expected to?

  Please contact your chosen charity directly to discuss this with them. Contact details can be found on their charity page on our website.

  tshirt ts-hirt pack sponsorship pack welcome pack
• Can I create a joint fundraising page with friends or family using JustGiving?

  Yes - Please refer to the information provided directly by JustGiving HERE
  
  

  Please note that you can create your individual JustGiving page from within MyRunning, but if you choose to create a linked team page you will need to do this directly on JustGiving.

  joint friends family fundraising charity individual individually sign up
• If I withdraw and reenter a different distance, will be JG fundraising page be affected?

  No, the fundraing page and the amount of money raised will not be affected.

  just giving, charity, distance change time
• How do I link a standard entry to a charity JustGiving page?
  link entry fundraising justgiving just giving charity page create
• I'm worried that I won't manage to raise the minimum sponsorship required by my chosen charity. What should I do?

  Your charity will incur a fee for the withdrawal of your original entry, and is not obliged to guarantee your new entry, so please do think carefully before initially choosing your race distance and discuss any proposed changes with your charity as soon as possible.

  sponsorship, charity, requirement, minimum
• Can I transfer my charity entry to another participant?

  This would be treated as two entirely separate entries. The withdrawal of your charity entry and the other runner’s entry are not at all related. You would need to ask your charity to withdraw your entry and the other runner would need to begin the entry process from scratch, providing entries are still open. If entries are closed, it will not be possible for the second runner to participate. Your charity will incur a fee for the withdrawal of your charity entry, so please do think carefully before entering.

  tranfer, charity change, change runner, booking transfer, withdrawal
• Can I transfer my charity entry from one location to another?

  This would be treated as two entirely separate entries. For example, If you have an approved charity entry in the The Kelpies event and wish to change to the London event, you would need to ask your charity to withdraw your entry in the The Kelpies event and you would then need to enter the London event from scratch, providing entries are still open.

  charity entry location
• Since selecting a charity, applying for them and being approved to take part for them, I now wish to take part for a different charity. Is this possible?

  If you have applied for a charity place and your charity has approved you, this charity has now paid for your place.

  If you wish to withdraw your entry so you can apply for a different charity, you will need to advise the charity directly to discuss and they will need to withdraw you from the event for you to apply with another charity. Your charity will incur a fee for the withdrawal of your charity entry so please do think carefully before doing so.

  charity change different
• Who should I contact if I have a question about a JustGiving page?

  Please contact JustGiving directly.

  JustGiving
• I have an approved charity entry but wish to withdraw from the event. What should I do?

  Please contact your charity as soon as possible to discuss this with them directly as they will need to withdraw your entry on your behalf. Please note that you cannot defer your entry to the following year; you would simply need to begin the entry process from scratch when entries for the next year open. Your charity will incur a fee for the withdrawal of your charity entry so please do think carefully before entering the event.

  cant cannot wont will not unable attend take part
• I would like to get sponsorship forms to raise funds for my chosen charity, how do I do this?

  Please contact your chosen charity directly to ask them to send these out to you.

  sponser raise funds charity forms
• What information can I expect to receive from the event organisers?

  Your Event Information Pack will be available from within your MyRunning account 10 days prior to the event. We will let you know by email when your Event Information Pack is available within your MyRunning account.
  
  Your Event Information Pack is a document that we, as the event organiser, produce to tell you everything you need to know about the event and is tailored to the specific race distance you are participating in. You do not need to contact your charity with questions about the event, e.g. start time, transport options or to find out when you will receive your event number.

  information, information pack, event info,
• Can I fundraise for Charity if I have a Standard Entry?

  Yes! If you have purchased a standard entry you can chose to fundraise for any charity of your choice! You can choose to link to one of our affiliate charities through your MyRunning account and link your JustGiving account.

  fundraise charity standard entry entry
• If we are not an Affiliate Charity can we exhibit at your event?

  We only have space at some of our Events for our Affiliate Charities in our Charity Village. Unfortunately if you are not an Affiliate Charity, you are not able to take this space.

  Affiliate Charity, promoting, charity, event charity, partnership
• How does my sponsorship money get to my charity?

  The easiest and quickest way to get the money you raise to your charity is by setting up an online giving page at www.justgiving.com. Alternatively, ask your chosen charity to provide you with sponsorship forms and once you have collected all monies, you can send your charity a cheque for the total amount. Please do speak to your charity regarding the most suitable method of collecting and submitting sponsorship money and they will be able to help you. Your sponsorship money must always be sent directly to your chosen charity and not to the event organisers.

  money sponsor
• I want to change my charity t-shirt?

  You will need to contact the Charity directly, you will find the contact details within the event website under the Charities section.

  T-shirt, charity, change
• Do I need to show evidence of my fundraising to the event organiser?

  No this is done via your chosen Charity.

  fundraising evidence event organiser
• I have bought an entry for another runner that is 'Awaiting Completion'. What do I need to do to complete the entry?

  The person who the entry is for needs to login to their MyRunning account and click the 'Complete Entry Now' button on their profile. They can login to MyRunning using the link in the email that was sent to them at the point you paid for their entry.

  You cannot complete the entry for the person you bought the entry for because they need to accept the Terms & Conditions of entry themselves and provide any additional event specific information as required (Postal Address, Predicted Time, T-Shirt Size for example).

  Awaiting Approval Incomplete Complete
• Can I link my JustGiving page to my 'MyRunning' account?

  Yes. Within MyRunning you have the ability to either create a new JustGiving page for any event you are entered into or link an existing JustGiving page that you have already created on JustGiving. 

  To complete either of these functions, simply click on the 'Fundraising' box on the MyRunning dashboard panel for the event in question and follow the instructions. 

   

  JustGiving Just Giving Fundraising Charity Donations
• How do I close my My Running account?

  If you would like to close your My Running account, you can do this by logging int, visiting the Burger Menu -> My Profile -> My Preferences -> Close My Account.

  close account my running account delete account
• How do I review all results of an event?
  all results, view results, age category.
• How do I view my training plan?

  To view your training plan, please go to your entry on your MyRunning dashboard.  You will see that you have a 'Training Plans' area.  If you click on this, you will be able to choose the training plan level that you want, and see your training plan.
  training train silver package plan programme
• how do i update my medical information?
  medical update condition health sickness ill unwell
• How do i add a child to my account?

  First login into you 'MyRunning' account, press the three white lines at the top right of your screen.

  Then select the button 'My profile', once selected you will notice the section 'Add a child to my account'. Click the button and fill in the required information. 

  Once you have completed all your child's details, select the button 'ADD CHILD' and you will be able to view your child's profile in the 'My profile' page if you scroll to the bottom of the page.
  child add profile create myrunning account
• How do link my just giving to my running account?
  just giving my running link account charity fundraise join
• How do i access my event information pack?
  event information pack access

If you have a question that is not answered within the FAQs, click here to contact us