Frequently asked questions
Why should I register?
By registering on the site you will have access to everything except the majority of videos. You will be able to watch video trailers and a limited number of free videos. But to watch all videos, you will need to subscribe.
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. You can also buy a subscription gift voucher for someone else.
How do I subscribe?
As soon as you have completed your registration you will be offered the opportunity to subscribe. If you just register initially and decide to subscribe at a later date, login and click on the Subscribe button at the top of the page, or go to My Details and click on My Subscription.
How do I buy a subscription as a gift for someone?
If you are a registered user and are logged in, go to My Details and click on "Gift Voucher". Or you can buy a gift voucher in the Shop. Once you have made the purchase, we will email the recipient and explain how they can use their voucher. When you buy a gift voucher it is a one-off purchase.
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 stop emails notifications from Horse Hero?
Login, then click on My Details and untick the boxes you ticked when you registered for email notifications of new videos or the newsletter. (You can unsubscribe on both when you receive them, as well). If you subscribed to a Celebrity Blog you can unsubscribe on the top of the Blog page or untick your selections in My Details.
I have forgotten my username and/or password – what should I do?
Next to the login box is a "forgotten my password" link. Follow this link, provide your email address and we will email your password back to you.
How does the subscription payment work?
Your initial payment lasts 12 months. When you subscribe we charge your card the annual amount for your first 12 months straight away. A recurring payment is automatically set up by World Pay or Paypal which takes payment from your card 12 months after your first payment and yearly thereafter. Paypal will only take this for a maximum of 5 years. In both cases, you can stop your payment at any time by notifying your card company or the payment service you chose, ie. World Pay or Paypal, NOT Horse Hero.
What happens if you change your prices?
If in the future we decide to change our subscription amount, we will inform you via email and remind you that by doing nothing, your subscription continues, or you can cancel it via your account at World Pay or Paypal.
Problems loggin 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.
Problems paying?
If you have difficulties paying with your card on the site, please contact your card provider in the first instance. If it not a problem with your card provider, email us via the contact page or 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.
I can’t watch any videos
You probably don’t have the correct version of Flash Player installed. 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.
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.
Tip: If your broadband speed is slow, you may find it better to pause the video until it has finished loading. You will know that loading is complete because the thin yellow line on the player will reach the end and then disappear. Loading should take less time than the length of the video but will depend on your broadband speed. Once the video is loaded, click 'play' and the video should play smoothly.
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.
I can't move around the video whilst it is playing
When you play the video a yellow lines appears which indicates how far the video has downloaded into the memory of your computer (this is not a physical download, it's a 'point in time' download). You should be able to move the curser up to the end of this line after the first few seconds of playing and jump around the video up to this point. However, only when the yellow line disappears completely, can you move around the entire video at will.
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.
How do I add a video to my web browser "favourites"?
It’s just like adding any other web page. In Internet Explorer, select Favourites > Add to Favourites. In FireFox choose Bookmarks > Bookmark this page.
How do I add a video to my "Favourite Videos" on Horse Hero?
If you are a site subscriber you will be able to make a note of your favourite videos in My Details so you can find them quickly.