We understand that trusting someone with your event or using new things can be a little scary so we have put together some of the frequently asked questions together but if you still need help please contact us.
Select the appropriate category above or get in contact if you don't see what you are looking for.
How can we keep our costs to an absolute minimum?
We have a number of different options charities can benefit from including our new unique charitable integration tool that offers events a seamless process for attendees to create fundraising pages.
We also do not take commission on free events!
We’re passionate about good causes so please get in contact to find out more.
Can the system be set up to take donations and GiftAid?
Yes - our unique system can allow for participants to make donations when registering for your event.
We also don’t charge commission on donations (merchant fees apply).
We have limited staff and resources...how difficult is the system to run?
The system is tailored to be completely self-managed, saving you time and money. Gather essential marketing information for your charity using our diverse registration forms from your attendees. Remember we are part of your team and will be happy to help with any queries.
I’m an events company and want to provide online registration software for my client…can I make money too?
We have strong working relationships with Chip Timers, Event Organisers and Organisations across the globe. Our system has functionality to host different organiser’s races under one brand. We believe that B2B sales is a win: win situation. Our reseller prices are competitive and our product is self-manageable. We take pride in our product and will give a full run down of the system to any reseller so that their clients can make the most out of the system.
How much do you charge for resellers?
Rates vary depending on the number of events, volume of entries and any specific bespoke requirements. We always believe in a win; win partnership so give us a call and we’ll chat through options with you.
Can the system be branded to look like ours?
Yes, we have stunning registration forms that can feature your organisations logo in a prime position. We also have functionality for branded confirmation emails, social media integration etc.
How does the payment process work?
Our preferred payment method is through Stripe Connect. It will allow you to receive payments, less our fees, on a 7 day rolling basis. It is secure, easy to set up and saves precious admin time!
What are the fees?
Our fees start at 7% per transaction (including VAT, merchant and application fees). Fees are negotiable for larger events and dependent of ticket price.
Check out our handy calculator on our homepage (primoevents.com/#pricing) to get an idea of your overall earnings.
Is there a monthly charge?
We don’t have a monthly charge for using our system, and free events are FREE!!
(Please note that if you do wish to receive a managed service or some bespoke work there may be a charge)
How safe and secure will our system and information be?
Our servers are located in a secure data centre in Europe. Full backups are regularly taken off site to our disaster recovery servers.
All data stored on the backup servers is stored on an encrypted file system.
What is the general down time?
Primo Events has a 99.95% up time rate and the system is backed up every hour.
Although our up time is pretty impressive, we still look for ways to make us better. We appreciate that every minute of down time costs our clients money and we do our absolute best to make this never happen!
How do I report a system problem?
We have a team of dedicated software developers that focus on developing and improving our software on a daily basis. We give every event organiser access to our helpdesk system which will allow you to raise an issue with the system. We have members of the team online from Monday – Friday 9-5pm GMT.
My event sells out fast - can you handle the load
We have front-end load balanced servers in place that have had experience of processing 5,000 registrations in one hour!
Can we customise the registration page to suit our needs?
There is a full admin area where you can create as many questions as you like with a range of ways to answer them, e.g. drop down, multiple choice, tick boxes etc. We also have team entry and discount code options.
Can the system run as a bolt-in to our website?
Due to user interface and security settings our system can’t be embedded into your website. From our expertise we believe this to be the best way to process payments for both organisers and participants.
How do I carry my sponsors etc.?
At Primo we fully appreciate how important sponsors are to events! Our templates allow for sponsors’ logos and branding to be showcased on the registration page.
How flexible is the system?
Every year we handle a wide range of events all with their own unique requirements. We are confident that our system can cover the vast majority of requests and our team are on hand to offer help and advice.
My event(s) are pretty complex…will this software be able to provide what I need?
Our software is diverse. Whether you are running a number of events, have team entry options, need waiting lists or even starting waves…we’ve got it!
Our event books out very quickly, can Primo Events handle this amount of traffic?
Primo Events servers have handled 5,000 registrations within the space of one hour. We are continuously looking at ways to keep up with event demands, and we are confident that our system can meet your expectations.
How do I get a refund?
Every event has their own refund policy and we recommend that you touch base with the event organiser as they will be able to advise further.
How do I contact the event organiser?
Each event has their own event page or Facebook page where you will find contact details for the event organiser or team.
Where do I go and what do I need to know for race day?
The event organising team will either email you out the details for the lead up to the event day, or you can find details on the event of the event page.
Check out our blogs for some top tips for race day.
I can’t register – or I’ve reached an error in my registration process – what do I do?
If you have reached an error during any point of the registration process it may be due to the settings on your device or the browser you are using – to rule out these problems change your browser (chrome, internet explorer, Firefox, Safari etc.) or your device (mobile device, tablet, laptop, desktop etc.)
We’ve a full customer support system in place so give us a call on 02892 663388 or email us the problem or concern at firstname.lastname@example.org. We will get back to you within one service day.