I registered for the Philadelphia Marathon through active.com (after creating an account) and my Amex has definitely been charged, yet there's no record of my registration here, no record at the official marathon site, no one knows anything, no phone number to call, and the email customer service link doesn't work at all.
Is this a legit. site or shoud I call Amex and report this as a fraudulant charge? Is there ANY support system for this site at all?
Hey! I'm Sara and I'm the Online Community Coordinator here at Active.com. I saw your post and have emailed customer support with your issue. I'm so sorry about this. I can imagine how frustrating it is, but don't worry we will get it figured out immediately. That is definitely not how we expect our site to work and I'll make sure the issue is also addressed for the future. I'll let you know when I hear back and we will go from there. You will be running in the Philadelphia Marathon! I'm from Philadelphia, not sure if you are or not, but it is a great marathon. I'll be contacting you asap! Thanks again for your patience.
I just emailed you your registration. Let me know if you don't receive it. Thanks and I appreciate your patience!
P.S. GOOD LUCK IN PHILADELPHIA!!!!!
My only worry is that there's no registration showing up under my account at active.com and the official marathon confirmation link is through active.com at their site, so what happens if this never shows up anywhere officially? Amex definitely got the charge for it, but why isn't the registration showing up on my account info under the "registrations" tab? Knowing how all this stuff is computer database driven these days, if I get there and they don't have my name, my Amex receipt isn't going to mean much to them.
Okay -- There's STILL no record of my registration either here or at the marathon site.
It's great you're all sending me cute little confirmation emails, but I need to know that I'm OFFICIALLY registered for the marathon and that they have me in their database and that I'm not going to show up and find out they're freakin' clueless as to my registration that day. This is really unfair. There shouldn't be a charge on my card and no OFFICIAL recognition that I've registered for this event. This is just wrong. Either get me OFFICIALLY registered or refund my money. This is beyond bad business at this point.
Good Morning Nora,
The same thing happened to me,turns out I registered with 2 different passwords, I know that messed the process, Good luck in getting straightened out. Gary
No, that's not it. I only just created the account to register for this event. The thing is, I'm getting all sorts of weird **** about this event -- some fundraising scam nonsense, and all kinds of big promises that, oh, yeah, I'm really registered, you just can't see it, blahblahblah.
I've registered for events online before through several outside scoring/registration organizations and I"ve NEVER had a problem. All I know is if there's a big fat charge on my Amex, I had better see a big fat registration confirmation at my account here, otherwise it's a fraud. You don't take money and then not deliver.
I will NEVER use active.com for an event again. I'll just write a check at the event from now on, or pay cash.
The worst thing is there's ZERO customer service for this place. The email link doesn't work, the phone number is based on some ridiculous west coast time and isn't available until afternoon for the east coast people (whose money they're happily depositing into their account and earning interest on), and no one knows anything. All I get are people SAYING I'm registered and saying THEY can see the confirmation under my registration tab on my account page, but nada for me. Screw it. I ABHOR mediocrity and half-assed BS and people who just don't give a **** about doing a job right.
I'm registered for Philly and it doesn't show up on the Registrations tab here (actually nothing shows on the registrations tab). But I do show as registered on the marathon web site.
I wish I could give you a definite answer for what happened with your registration, but right now I can't. Customer support and the development team is working to figure this out. They were able to go in and see your registration, but I'm not sure why you can't see it. I will keep you posted as soon as I hear anything regarding this issue. I totally understand you frustration. This should NOT happen and we haven't seen it happen before. Thank you again, Nora.
At this point I'm just going to dispute the charge on my Amex and get it reversed. I'll send a check in to the official marathon people with a hard application. I've never had anything like this happen before and it's not fair to ask me to hold $400+ in hotel reservations.
The marathon people are just as bad. I emailed them three days ago, and left a message on their service, still no answer.
I too am having the EXACT same problems.......only one account, one username/password......a recent 1/2 marathon I signed up for shows NOTHING on my active.com account. I've been billed, and the only confirmation I have is my printed receipt. I hope it's enough.
To make matters more frustrating EVERY time I try to email support about this problem, it gets rejected for some weird error. I have tried at least 10 times to email on different days, and I get the same error every time. I'm not stupid, I know how to fill out an online contact form. Something is messed up and it's very frustrating!
I had the same problem from my computer at home when I singed up for Ironman Cozumel. When I went to my registrations there was nothing there. Not even races that I signed up for in the past through Active.com. I check from a different computer and everything shows up fine. Don't know if it is a browser issue or not.........
They are working on the problem. I'm really sorry. It's completely annoying and frustrating. It will be fixed soon. If you would like a copy of your receipt please email me at firstname.lastname@example.org and I will get customer support to email it to you.
Thanks for your patience!
To answer your topic question... this is a very legitimate website. I have signed up for countless number of events on this website, all with one account. Sometimes they show up on my profile page, othertimes they don't. It doesn't matter if it is on the computer or the internet though, because you said you got a confirmation email. Print that out and take that and a photo ID to your packet pick up. It isn't like you have to bring your laptop to race day to show you registered, just print out the page you were directed too after you paid and it said, "Registration Complete" or something of the sort. You don't even really have a good reason to worry yet, it's not like you were denied on race day yet, that's when you should be mad.
I've emailed you twice now with a request for a copy of my receipt for the event I signed up for with no response. Did you get it?
My race is in approx 30 days, so I would really appreciate some type of confirmation that I am registered thru active.com.
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