Questions

Questions

Why should I register?

By registering on the site, you will be able to watch free video trailers and our free monthly highlights videos, plus any free videos in the Downloads area. You will also be able to read our blogs, articles, post comments on content and use the forum, as well as take part in competitions. But to watch all videos in full, you will need to subscribe, or pay to view individual videos.

Why should I subscribe?

Purchasing a subscription enables you to watch all Horse Hero videos and get into dialogue with the top top riders shown in the videos.

How do I subscribe?

Click the pink 'Subscribe' button at the top of the site at any time. Or when you have completed your registration, you will be offered the opportunity to subscribe then. Alternatively, there are subscribe buttons on the video pages of the site.

How does the subscription payment work?

The subscription is monthly and payments are taken automatically until you stop them. There is a link to cancel payments in My Details (you need to be logged in to use it).

What happens if you change your prices?

If, in the future, we change our subscription rate, we will inform you via email and remind you that by doing nothing, your subscription continues, or you can cancel it.

What happens if my card details change?

Either login to your Paypal account and update your details, or wait until your next payment is due and allow it to fail. You can then enter new details by clicking on the pink 'subscribe' button at the top right of the site.

My subscription has stopped but I thought it was automatically renewed?

Chances are your card details have changed, so it has not been possible to collect the automatic payment. Click on the pink subscribe button (top right of the site) to enter your details again, or use a different payment method.

Is there an alternative to subscribing, in order to view videos?

Yes, you can pay to view an individual video. You can do this on the video page, or at the end of the free trailer.

How do I know when my subscription will run out?

Log in and go to My Details (at the top of the site) where you will be able to check the date your subscription expires.

How do I cancel my subscription payment?

Login and go to My Details. Click on 'My Subscription', then click the 'Cancel Subscription' link.

1. If you have a Paypal account and you subscribed on or after 13th March 2012, payments will automatically be cancelled when you click on the link. For Paypal subscribers before this date, the link will take you to the 'regular payments' section of your Paypal account where you can click the 'Cancel Arrangement' button next to your Horse Hero subscription.

2. If you paid using a credit card via Paypal, you will have automatically been given a Paypal account (unless you opted for a guest login). To login to your account, use your email address and if you don't know your password, click 'Forgotten Password' on the Paypal site for a reminder.

3. If you paid by credit card via Paypal and you selected the guest account option, you have two choices. First, find the payment confirmation email you received from Paypal on the day you subscribed (the date of your subscription is in 'My Details' on Horse Hero). On that email there is a link you can click to register an account on Paypal. Once you have done this, you will be able to log into it and cancel your Horse Hero subscription. Otherwise, the second way is to phone Paypal customer support on (+44) 08707 307191, and after a number of security questions, you will be asked what you would like to do. At this point simply say "Cancel subscription" and ask them to do cancel future payments for you.

How do I edit ‘My Details’?

After registering and logging in, the "Login" section of the page will be replaced with "My Details" and "Logout" options. Clicking on the "My Details" link takes you directly to the page where you can edit your information and unsubscribe from any site notifications you may have requested.

My email address has changed, how do I change my login details?

Login with your old email address, then click on My Details and enter you new email address. In future, login with your new email address.

How do I get email notifications of content?

To receive notifications of new videos, login and go to My Details (at the top of the site) and click the video categories you want to be notified about. For notifications of new blogs click 'Subscribe to this blog' at the top of the celebrity blog pages you are interested in. For notifications of comments on forum threads, guest features and Horse Hero Guru click to 'subscribe' on those pages.

How do I stop emails notifications from Horse Hero?

Login and click on My Details to untick the boxes you ticked when you registered for email notifications of new videos or the newsletter. (You can unsubscribe on any emails when you receive them, as well). If you subscribed to a Celebrity Blog, Editorial comments or a forum thread, you can unsubscribe on the top of those pages or (in some cases) untick your selections in My Details.

I have forgotten my username and/or password – what should I do?

Put your email address into the login bar at the top of the page. Next to the login box is a "forgotten my password" link. Click this and we will email your password back to you.

I am having problems logging in

Type in your username and password rather than copying and pasting. Sometimes when doing the latter, a space is added which which can't be seen and this causes an error. For reference, the site is designed to work best in Internet Explorer.

I am having difficulty paying

1. If you have difficulties paying with your card on the site, please contact your card provider in the first instance.

2. Also ensure your cookies are turned on.

A cookie is a small file on your computer that saves Internet settings. PayPal, for instance, requires cookies to be turned on to log in to your account and to save certain settings. You can use the ‘help’ resources on your browser to get instructions for turning on cookies. But here are instructions for the most common ones.

Internet Explorer 7 or 8

  1. Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start button > Settings > Control Panel).
  2. Double-click the Internet Options icon.
  3. Select the Privacy tab.
  4. Click Advanced.
  5. Select "Override automatic cookie handling" under the "Cookies" section in the Advanced Privacy Settings window.
  6. Select the "Accept" or "Prompt" option under "First-party Cookies."
  7. Select the "Accept" or "Prompt" option under "Third-party Cookies." (If you select the "Prompt" option, you'll be asked for approval every time a website attempts to send you a cookie.)
  8. In the Internet Options window, click OK to exit.

Internet Explorer 6

  1. Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start button > Settings > Control Panel).
  2. Click Advanced.
  3. Select "Override Automatic Cookie Handling."
  4. Select the "Accept" or "Prompt" option under "First-party Cookies."
  5. Select the "Accept" or "Prompt" option under "Third-party Cookies." (If you select the "Prompt" option, you'll be asked for approval every time a website attempts to send you a cookie.)
  6. In the Internet Options window, click OK to exit.

Mozilla Firefox 3.x

  1. Click Tools > Options.
  2. Click Privacy in the top panel.
  3. Set "Firefox will:" to Use custom settings for history.
  4. Check the box next to "Accept cookies from sites" to enable cookies.
  5. Click OK.

Mozilla Firefox for Mac

  1. Go to the Firefox drop-down menu.
  2. Select Preferences.
  3. Click Privacy.
  4. Set "Firefox will:" to Use custom settings for history.
  5. Check the box next to "Accept cookies from sites" to enable cookies.
  6. Click OK.

Chrome

  1. Click the wrench icon.
  2. Select Settings.
  3. Click Show advanced settings.
  4. Click Content settings in the "Privacy" section.
  5. Select Allow local data to be set to allow both first-party and third-party cookies. If you only want to accept first-party cookies, check the box next to "Block all third-party cookies without exception."

Safari

  1. Go to the Safari drop-down menu.
  2. Select Preferences.
  3. Click Privacy in the top panel.
  4. Under "Accept Cookies", select only from sites you navigate to.

3. If neither of the above solves the problem, email us to info@horsehero.com and let us know exactly where the payment failed, ie. which page and what error message you got. If possible, take a screen shot and send with your email.

The Horse Hero website doesn’t fit on my screen

If you have to scroll horizontally to view the site then your screen resolution is not high enough. The minimum screen resolution to view the site properly is 1024 x 768 pixels. To change your screen resolution: right-click on your desktop > choose properties > choose the settings tab > drag the slider bar under the screen resolution heading to 1024x768 or higher > click ok.

The Horse Hero website doesn’t display correctly on my screen

Our website is compatible with both PC (Browsers: Internet Explorer 6 and above, FireFox) and MAC (Browsers: FireFox, Safari) platforms. We cannot guarantee the website will display correctly on any other platform or within any other browser.

Can I watch Horse Hero on an iPhone, iPod, iPad or Android device?

Yes you can! The site is compatible with mobile devices including Apple and Android.

I can’t watch any videos

You probably don’t have the correct version of Flash Player installed on your PC. You need Flash Player 7 or above to watch the videos. You can download the latest version of Adobe Flash Player by clicking here. Please also be aware, for quality viewing, we recommend a minimum of a 1mb broadband connection. Flash is not required for watching on mobile devices.

The videos keep stopping

If you are experiencing problems viewing, ie. videos keep stopping, it is possible that your broadband speed is inadequate. You can check your speed on the ThinkBroadband website. Copy and paste or click the following link: http://www.thinkbroadband.com/speedtest.html then press Start. You will be given an up and a down speed; you will also need to click if you live in or outside the UK. If your speed down is over 1000 it should be adequate and your speed up should be around 350. Speed will vary a bit depending on the time of the day you are using the internet and how many people are on line. If you find your speed is inadequate, you should contact your broadband provider and ask them to check your connection (or discuss upgrading it).

To check your expected line speed versus your actual line speed, you can use http://www.samknows.com. By entering your telephone number and postal code, the website will check your line quality and give you an assessment of the speed your line should be able to deliver. Again, if the estimated figure is drastically different from the actual speed, you should contact your broadband provider. Remember that broadband speeds quoted by providers are ‘up to’ figures only.

Videos on Horse Hero are streamed (which has the advantage of allowing you to move around the video while you are watching). When watching on a computer the default player is set to 'low-def'. 'Hi-def' requires a faster internet connection to watch, so if your connection is slow then ensure you are watching the 'low-def' video. If the problem continues, click on the 'non-streaming' player (also under the player) to use the download player instead. Click the arrow to play the video, then pause it and allow the pink line to fully travel the width of the player; click to 'play' again and you should be able to watch the video uninterrupted. It could take 10 or 20 minutes or longer for the pink line to get to the end, so be patient! Go away and do something else and then come back and watch the video!

If you are viewing a long way from the UK, eg. Australia, New Zealand, even though you have fast local connection, it doesn't mean you will be able to view Horse Hero videos smoothly. You might need to use the alternative player. Horse Hero currently only has servers in the UK, whereas some bigger sites might have servers locally in each country

I get an error message when I try to play the videos on my computer

If you see the following message when you click to play a video: "error: video not found" appearing on the time line below the video, then you might have some sort of parental control software (ie. internet security programme) operating on your computer which could be blocking Flash Player. Please refer to your Internet Security Software to find out how to un-block Flash.

Can I make the video picture bigger?

Yes, once you click to play the video, then click the small arrow in a box (under the picture to the far right) to watch the video in full screen. However, if you are watching in low-res, this will reduce the quality of the picture. Click the Esc button on your keyboard or back button on your mobile device to return to the website.

Can I watch in high definition?

Yes, you can now watch our videos in high definition on your computer, provided you have sufficient bandwidth. This makes a big difference if you enlarge the video to full screen to view it. Videos are automatically shown in low definition which is best for our viewers with poor bandwidth. To watch in High definition, click the pink "watch in hi-def" button under the player. High definition is only available on videos published after 14th February 2013. High definition is only available if you are viewing on a computer, it is not available on mobile devices.

I can’t hear any sound

Firstly, ensure that the volume on your computer is turned up (click on the volume icon at the bottom right of your computer screen and slide the indicator to maximum). Secondly, ensure your computer speakers are turned up. (Check that you can hear a CD or MP3 to ensure that your machine is making sound.) Thirdly, ensure that the "volume control" (slider) at the bottom left of the video player, next to the timer is turned up.

How do I move around the video?

When you play the video in the player you should be able to move around it from the time you start watching, as the videos is being 'streamed'. However, if you are watching in the 'non-streaming' player (via the link under the video) you should wait until the pink line moves right across the video before you can around, as the video is being 'downloaded'.

Can I save my favourite videos?

Yes, if you are a subscriber, then click the Favourites link under the video. This will list your favourite videos in My Details (which is visible at the top of the site when you are logged in).

How do I download a video or audio file?

Click 'download audio' or 'download video' and you will be offered the choice to 'open' or 'save'. If you select open, the video or audio will automatically start to play and save itself in a pre-defined location on your computer - you will need to check your settings to find out where this is. If you select save, you will be able to select a location of your choosing to save the file and then play it from that location.

Can I download the video if it says it is 'free'?

Only if there is a download button on the video page. Most of the instructional ('how-to') videos are downloadable to subscribers as video files and the interviews are downloadable as audio files.

I can't read the newsletter easily

Click the link in white at the top of the newsletter 'Having problems reading' and this will take you to a copy of the newsletter on the site which you will be able to read.

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