ACTIVE.com Customer FAQ's




What is the $69.95 charge?
Why am I being charged from ACT*?
Why am I being charged a processing fee?
What is ACTIVE Advantage?
Why am I being declined when processing my payment?
How can I get my Advantage rebate?
Why am I not getting my Processing fee discount as an ACTIVE Advantage member?
How can I see my registration in my account?
How do I claim my registration if someone else completed the registration for me or it was completed offline?
Why am I getting an error on the Waiver page when I am registering my child?
How Do I cancel the Magazine subscriptions?
How do I transfer my online registration?
Still have questions? Contact us




What is the $69.95 charge?
This is the price of our Active.com Advantage membership which is backed by a 100% satisfaction money-back guarantee. ACTIVE Advantage is the premium membership program of ACTIVE, designed to support and encourage your active lifestyle by providing exclusive discounts on thousands of activities on ACTIVE. No matter what your passions are, it is our mission to make it cheaper and easier for you to pursue the activities you love.

In regards to how you signed up, when you registered for an activity, through one of our Active Network systems, you were presented with a 30-day trial offer of the Advantage program at the end of your registration. The offer was to try the program free for 30 days and also provided you with an opportunity to claim $20 in rebates towards your future activity registrations. To start the trial you would have been required to verify (re-enter) your email address and click an offer acceptance button. Once the trial period ended your annual membership began, which has yearly dues of $69.95.
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Why am I being charged from ACT*?
The Active Network processes payments for several types of activities including but not limited to reserving a campsite or tee time, registering for a marathon or sports league, participating in a class, conference, camp or membership. We provide management software to a variety of industries. Follow this link for a complete list of industries we serve: http://www.activenetwork.com/industries.htm. If Active.com is appearing on your statement then there was a purchase made with your card for one of these activities or industries using our services. The merchant description you see after the *ACT will likely help identify what organization is billing you for services. If you are still having trouble identifying what the charge is for you may contact us by phone at 877-228-4881. A representative will be happy to help assist you.
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Why am I being charged a processing fee?
The total Processing Fee imposed by The ACTIVE Network, Inc., or its applicable subsidiary, (collectively "ACTIVE") includes sums charged by ACTIVE as consideration for providing its software and services (including without limitation promotional and marketing services) to the activity organizer. These sums, as part of the total Processing Fee, are in addition to any actual costs incurred by ACTIVE from third party providers for each transaction
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What is ACTIVE Advantage?
ACTIVE Advantage is the premium membership program of ACTIVE, designed to support and encourage your active lifestyle by providing exclusive discounts on thousands of activities on ACTIVE. No matter what your passions are, it is our mission to make it cheaper and easier for you to pursue the activities you love.
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Why am I being declined when processing my payment?
The error you have received is from our on-line bank system and not from Active.com directly. A "Declined" message results when the inputted billing information does not match the electronic database of your financial institution, or if your financial institution suspects that this is a fraudulent transaction and places a hold on your account as a security measure. First, please verify the following is entered correctly:

  • The correct card type is chosen
  • The cardholder's name is entered exactly as it appears on the card; no period after the middle initial, if applicable
  • The card numbers are correct with NO spaces or dashes between them
  • The expiration date is correct
  • The correct CSC has been inputted; the CSC is located on the back of the card for Visa, MasterCard, and Discover and on the front for American Express.
If you continue to receive this message, please contact your bank or credit card Company directly as it is a direct message from your bank or Credit Card Company. Your registration has not been processed and you have not been charged for this event. zzPlease try processing this registration again. Thank you for your cooperation.
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How can I get my Advantage rebate?
If you accepted the ACTIVE Advantage 30-day trial membership offer during your activity registration or campground reservation through one of our Active Network properties, you are eligible to redeem registration rebates in the coming 12-months. This gift is yours to keep and redeem regardless of whether you continue your membership after the trial period.

To view the full ACTIVE Advantage 30-day trial offer details and your full rebate instructions, select the type of activity/event that you registered for when accepting the trial offer:

  • I registered for an endurance sports activity/event (run, tri, etc.): Click Here
  • I registered for a team/individual sports activity (baseball, tennis, etc.): Click Here
  • I registered for a camp (summer camp, sports camp, etc.): Click Here
  • I registered for a professional event (business conference, etc.): Click Here
  • I registered for an activity with my local community organization (Park & Rec. department, etc.): Click Here
  • I made a campground reservation through ReserveAmerica.com: Click Here
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Why am I not getting my processing fee discount as an ACTIVE Advantage member?
The discount is applied to the processing fee when you are logged into your ACTIVE.com Advantage account. Please ensure you are logged into your Active.com account prior to creating your registration. You can confirm you are logged in properly if your display name is listed in the upper right hand corner of the page. Please note, not every event participates in the ACTIVE.com Advantage program and discounts may not apply. If you have any questions regarding this or are having troubles logging in please contact customer support at 1-877-228-4881. If have registered for an event previously but did not receive your discount, we are happy to make an adjustment for you. Please email ActiveAdvantage@active.com with the event name, registration ID, and your email address with this request.
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How can I see my registration in my account?
As long as you are logged into your account during registration you will be able to view your registration on either your My ACTIVE or My Events section of Active.com. You can access the links for these areas by selecting it from the drop down box next to your display name in the upper right hand corner of the page. For instances where someone else completed the registration for you or the registration was completed offline, you can claim your registration so that it will be added to your account.
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How do I claim my registration if someone else completed the registration for me or it was completed offline?
You can claim a registration that was completed by someone else for you or completed offline by logging into your account on https://MyEvents.Active.com. Enter your "registration ID" in the "Claim Registration" box on the right hand side of the page. Please note a registration can only be claimed one time and cannot be moved to another account once the claim registration process is completed. You cannot claim a registration if you are a minor.
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Why am I getting an error on the Waiver page when I am registering my child?
If you received the error message:

"Thank you for your interest in completing online registration through Active, but unfortunately if you are under 13 years old you cannot provide us with any information about yourself and/or the party you are attempting to register." because the birthdate that you entered in the waiver page is that of someone under the age of 18. The person completing the registration is required to be over the age of 18 and the legal guardian of the minor being registered. You must enter the birthdate and provide an online signature of the guardian who is completing the form.

If you have received this error message and would like to continue with the registration process you can simply hit the back button and fill in the correct information.
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How Do I cancel the Magazine subscriptions?
To complete the cancellation process for magazines, please contact the publisher, Synapse, at 877-815-8301.
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How do I edit or transfer my online registration?
Some events will allow registrants to edit or transfer their registration. If the event you are participating in allows this feature you will be able to make changes following these steps:

  1. Log in at myevents.active.com
  2. Select the 'Edit registration information' link located under the event's name
  3. Update information as needed
  4. Click 'Continue'

    Edits are allowed for the following fields:
    ? Gender
    ? date of birth
    ? day phone
    ? mailing address
    ? emergency contact name/phone
    ? how did you hear about this event
    ? user search on Active.com
    ? questions selected by the event that they will allow to be edited

    NOTE: Participants will not be able edit their name, email address, additional purchases, or t-shirt size. If you need to make changes to these fields, please contact the event directly.

    NOTE: edits can only be completed if the registrant is 18 or older, registered themselves online and is not part of a group-registration team.

If you are trying to Change your Event Category info:
  1. log in at myevents.active.com
  2. Select the 'Change event category' link located under the event's name
  3. Choose a new category
  4. Update information (if applicable), agree to waivers, and enter electronic signature
  5. Click 'Continue'
  6. Review cart and enter payment (if applicable)
  7. Click 'Check out'
NOTE: Participants can only complete a self-edit if the registrant is 18 or older, registered themselves online and is not part of a group-registration team.

NOTE: Participants will only be able to transfer to a category that is open for registration (example, if the category you would like to transfer to is full or no longer open to accept registrations, you will not be able to complete the transfer.)

If you are trying to transfer your registration to another participant:

Original Participant
  1. Log in at myevents.active.com
  2. Select 'Transfer registration to another athlete' link
  3. Enter and confirm the email address of the participant that is accepting the registration
  4. Click submit
Accepting Participant
  1. Receives an email to claim registration
  2. Follow the 'Claim registration' link provided
  3. Sign in with Active.com account or enter email address as a new user to create an account
  4. Complete the registration form
  5. Review cart and check out
NOTE: At this point the transfer process is complete and the original registration has been cancelled.

NOTE: The system will NOT refund the original registration until the new participant has accepted and completed the transfer. The original registrant will not receive a refund of the Active Processing Fees or any USAT membership fees (if applicable).

NOTE: Transfers can only be completed into the same category. Example: If the original registration was for the 5K, the new registration must also be for the 5K.

NOTE: Participants can only complete a transfer if the registrant is 18 or older, registered themselves online and is not part of a group-registration team.
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Still have questions? Contact us
We're here to help! You may contact us by email anytime at Support@active.com or by phone Monday through Friday 7:00am to 5:00pm Pacific Time.
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