FAQ

FREQUENTLY  ASKED   QUESTIONS

FAQ - Event Participants

How do I register for an event?

I forgot my login name and my password. How can I retrieve my information?

I want to make changes to my registration information. How can I do that?

Can I add a person to my registration?

How can I cancel my registration?

The system shows an incomplete registration under "My Registrations". What does that mean?

I tried to register, but I don't know if my registration went through. How can I make sure that I am registered?

How can I review my registrations?

When I click 'Sign Up Now' or Login, the screen showed a “Page cannot be displayed ” message. What happened

I filled in the registration form and then hit Confirm, but nothing happens. How do I enter my payment?

Is it secure to enter my credit card information?

Can't find your question? Please contact us, someone will be able to assist you!


1. How do I register for an event?
There are two possible answers to this question:

If you have never used Karelo.com before
You will need to set up a personal account with Karelo.com. This is a one-time step in which you will be required choose a login name and a password, and to enter your contact information. The creation of the login name is optional for some events. Please go to our Login and Sign-up page to enter your information. If you are concerned about your Privacy, please review our Privacy Policy.

If you have used Karelo.com in the past
Enter your login name and your password, and voilĂ ! You can continue with your registration. If you forgot your login name and password, please jump to FAQ #2...

 

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2. I forgot my login name and my password. How can I retrieve my information?
Go to our home page www.karelo.com, and click on the Forgot your password? link. The system will ask you to enter your email address. Your account information will be forwarded to that the email address. In order to protect your privacy, the system will only send your account information to the email address that we have on file.

 

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3. I want to make changes to my registration information. How can I do that?
- Log-on to www.karelo.com and then go to My Registrations
- click on your confirmation number,
- click on the link at the top of the page, called click here to make changes.

Attention! You can only make changes to information that doesn't involve any fees, e.g. your birthdate, license number, etc. If you need to change any payment-related information (e.g. adding a t-shirt), please send us an email to service@karelo.com.

You can not make changes to your registrations if you didn't create a Karelo.com account. If you chose not to create one, please send us an email to service@karelo.com to make the changes to your registration. Please include your full name and your confirmation number.

 

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4. Can I add a person to my registration?
Yes, you can register several persons at the same time, with a single transaction!

Enter your registration information first, and then click on the Add Person button  to register another person for the same event. Repeat this step as many times as required. When you are done, click on Confirm to continue with your payment.
Please note: some organizations do not allow you to add persons to your registration. In such cases, the Add person button  is not available.

If you have already entered your registration (including the payment), you will not be able to add another person to your existing entry. Please register the second person separately, i.e. re-start the registration process,  or Contact us.

 

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5. How can I cancel my registration?
Please send us an email to service@karelo.com. We will cancel your registration and refund your money according to the organization's refund policy.

 

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6. The system shows an incomplete registration under My Registrations. What does that mean?
An incomplete registration means that the payment has not been processed yet, and therefore the registration is not confirmed, i.e you are NOT registered for the event.

Incomplete registrations are displayed in red under My Registrations. To confirm your registration, please follow these steps:

- go to My Registrations and select the registration number (in red)
- click on Pay now
- review your information (make changes if necessary) and click on Confirm
- enter your payment information

Please note: the system creates an incomplete registration every time that you start the registration process, i.e. every time you fill-in the registration form. If you have several incomplete registrations for the same event they will automatically be archived after a few days.

Event organizers are not able to view the incomplete registrations.

 

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7. I tried to register, but I don't know if my registration went through. How can I make sure that I am registered?
If you didn't receive a confirmation email shortly after your online registration, your registration is most likely incomplete. To check if you have incomplete registrations, please log-on to www.karelo.com, and follow the steps listed above (FAQ #6).

 

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8. How can I review my registrations?
Please log-on to www.karelo.com and select My Registrations from the navigation bar.on the left.

 

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9. When I click 'Sign Up Now' or Login, the screen showed a 'Page cannot be displayed' message. What happened?
Some users experience problems with older versions of Internet Explorer. Please make sure that you use the latest version of Internet Explorer. To check which version you are using, please follow these steps:

- open an internet window
- go to "Help"
- select "About Internet Explorer" --> this will show you the version that you are using.

If you can not continue with your registration, contact us and we will assist you.

 

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10. I filled in the registration form and then hit Confirm, but nothing happens. How do I enter my payment?
After you enter your registration information, the system takes you to a secure page, where you will enter your credit card information.

Some browsers don't support secure pages. To know if your browser can open secure pages, please try to visit our website in secure mode: https://www.karelo.com (the "s" in https indicates a secure page). If you can not open the link, then please check your secure settings:

- in Internet Explorer, select Tools then Internet Options from the menu
- click Advanced
- scroll down to the security options
- select Use TLS 1.1, Use TLS 1.2
- deselect TLS 1.0, SSL 2.0, SSL 3.0
- close your browser (all windows) and open again

If you still experience problems, please  contact us and we will assist you.

 

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11. Is it secure to enter my credit card information?
Yes, it is safe to use your credit card at Karelo.com. We use  Moneris Solutions, a joint venture between RBC and the Bank of Montreal, to process your credit card information. The credit card transactions are processed on Moneris' secure server. Your credit card information is NEVER stored on our server, this ensures a higher level of security. Please visit this link to learn more about online credit card processing.

 

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Please send us an email to service@karelo.com, or call us at (604) 608-2774 or 1 888-484-3052 (toll free)

 

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