As a small athletics club with a handful of voluntary organisers we understand everyone’s frustrations at today’s entry ‘fiasco’. We could not be more devastated at the stress and inconvenience that this has caused. We have spent all day in discussions trying to resolve the situation whilst answering as many queries as physically possible.
At present entry remains suspended until further notice/ all issues are sorted from today.
Results Base are still in the process of contacting everyone who has had a problem.
We have been assured that every effort is being made to sort the issue of multiple payments. Please see the statement from Results Base below:
Results Base would like to apologise for the issues regarding online entry to the Blaydon Race today.
Today’s issues with the open entry (yesterday’s affiliated entry for over 1600 people went flawlessly) was not the fault of the Results Base online system but caused to a software issue between our payment gateway provider, Epay, the Nordea Bank and the 3D Secure card validation service.
This issue has been flagged by their Head of Card Payments Department and he is working with the team to find out why this happened.
We must stress that Results Base will only take the amount specified on your order from the payment gateway. Where multiple payments have been stacked up owing to multiple attempts to enter card details the balance of the money has already been set aside to be either returned to or, in the case of reserved monies, stopped from being released by your bank.
As yet we have not been given the information to confirm when this will be done by the payment gateway provider but we are in detailled discussions with their team to get this done as quickly as possible.
We are very sorry that this worrying situation has occurred for our customers and we are frustrated because the process of resolving the situation is completely out of our hands.
We will keep you updated on the situation as we get more details from them about their progress.
The Resultsbase Team