FREQUENTLY ASKED QUESTIONS PASS CARD HOLDERS

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Mitchell Hood
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FREQUENTLY ASKED QUESTIONS PASS CARD HOLDERS CONTENTS 1. Frequently Asked Questions 2. Further Information a. The New System and New PASS Cards b. The Online Concierge System c. Before I go Racing d.

1 FREQUENTLY ASKED QUESTIONS PASS CARD HOLDERS CONTENTS 1. Frequently Asked Questions 2. Further Information a. The New System and New PASS Cards b. The Online Concierge System c. Before I go Racing d. At the Entrance 3. Racecourse Contact Information Please note that this document details use of the PASS System as is currently in place. As upgrades to the system take place, this document will be reviewed and updated accordingly. 1. FREQUENTLY ASKED QUESTIONS When am I able to arrange badges for my co-owners and guests? From 2pm on the day of declaration. The day of declaration is usually 2 days before the day of the race for Flat races, races run on a Sunday, or Grade 1 chase or hurdle races. For most other jump races the day of declaration is 1 day before. I manage a syndicate but the badge allocation is not as I expect? The allocation for a syndicate or partnership is split equally across the registered owners/nominated partners. If one partner wants to allocate all of the badges on behalf of a syndicate, you will need to contact the racecourse either via the online Help Desk services or by phone/ to make the necessary arrangements. The contact details for each racecourse are included within the information booklet which accompanied your PASS Card, are available online via the ROA Owners Guide to Racecourses, and are included at Section 3 of this document. I am trying to book badges for co-owners/guests but don t have their address or mobile number to hand. How do I apply for their badges? You can allocate a badge by giving just the co-owner/guest name. You only need to include their e- mail address or mobile number if you want to send them a print at home ticke t. I do not know the other people involved in the ownership of the horse, and don t have their contact details. How do I know who has been allocated badges?

2 Each nominated partner will receive a separate allocation and you will be able to view your badges only. To find out if other partners have used their allocation, you should contact the relevant racecourse after 2pm on the day of declarations. How do I request additional badges over and above the number allocated? Please contact the relevant racecourse in advance either directly or via the online Help Desk services if you would like to request extra badges and to make arrangements to pay for these if necessary. Can I arrange to purchase additional badges above our allocation and be invoiced? Please contact the relevant racecourse in advance either directly or via the online Help Desk Services if you would like to request extra badges and to make arrangements to pay for these if necessary. I have not received a new PASS card. How can I arrange for one to be sent to me? Please contact the PASS Helpdesk on or pass@weatherbys.co.uk What are the numbers on the front and back of my card? The number on the front of your card is your PASS reference. If you are an ROA member, your membership number is the second number, described as card number on the reverse of the card. I am having trouble accessing the PASS website on some devices. If you use the address in full, you should be able to access the site. My PASS card doesn t have a photo on but some owners cards seem to have photos. Why is this? Not all new PASS Cards will include photographs. The new PASS Card can still be used even without the photograph. The booklet I received with my PASScard refers to a Concierge service, but I can t see any explanation as to how this works/will work on the PASS website. The Concierge service is the service via the PASS website which allows you to allocate tickets to your guests in advance. My wife and I share an address, but the system doesn t seem to allow for this. How can we log in? Each online account requires an individual address. For further assistance contact the PASS Helpdesk on or pass@weatherbys.co.uk My trainer s office used to arrange badges for our syndicate, and this always worked well. Can they still do this for me? All badges can only be allocated by the person they are intended for. For example, a trainer cannot allocate the owners badges on the owners behalf, and must be done by the owner themselves. I am going to be travelling without easy access to the internet when my horse is declared. Will I be able to arrange badges for someone to represent me when my horse runs? If you are unable to use the online services, please contact the relevant racecourse to make arrangements for your badges.

3 2. FURTHER INFORMATION a. The New System and New PASS Cards What is the New PASS System, and how is it different from the previous system? The New PASS System is a modern, mobile access system, which replaces the previous PASS system. The key principles regarding who is entitled to complimentary access and when, remain the same but the system is now more modern and efficient. The key changes are: - A new, additional channel for guests to manage badge allocations in advance of the fixture - PASS Card Holders can pre-allocate badges to their guests and send them print at home tickets - Better ability for racecourses and customers to communicate before the raceday via the PASS Concierge Service - Increased ability to address misuse How and when will new PASS cards be issued? Whilst all existing active PASS card holders should have received a new PASS card automatically, we are aware that there is a delay in some people receiving these. The old PASS Card can still be used until your new card arrives. Who should I contact if I have not received a new PASS card or if I need to apply for one? If you have not received your new PASS card or if you need to apply for one, you should contact the PASS Helpdesk at Weatherbys ( or pass@weatherbys.co.uk) What should I do with my old (PASS1) PASS Card? The old Green, Red and Blue cards are no longer required, once a new PASS Card has been received. ROA Members with Blue Horseracing Privilege cards may like to retain this for ad hoc reciprocal ROA Events or membership discounts/offers. If you are a trainer, and your new card does not include your photograph, please contact the PASS Helpdesk ( or pass@weatherbys.co.uk) to arrange a replacement, and retain your old card for stable access until this is received. Why is my ROA Membership number not on my new card? The number on the front of the new card relates to the PASS System. Your ROA membership number is still shown on the back of the card as the card number. Your ROA membership number can also be found on your blue Horseracing Privilege Card. What if my new PASS Card does not have a photograph? Not all new PASS Cards will include photographs. The new PASS Card can still be used even without the photograph. In future the system will include the ability for you to upload your own photograph. If you are a trainer, and your new card does not include your photograph, please contact the PASS Helpdesk ( or pass@weatherbys.co.uk) to arrange a replacement, and retain your old card for stable access until this is received.

4 What should I do if I have lost my PASS Card? If you lose your PASS card you should contact the PASS Helpdesk at Weatherbys ( or pass@weatherbys.co.uk) to arrange a replacement. Before your replacement arrives, you should contact the relevant racecourses, either directly or via the online services, to make arrangements when you are going racing. b. The Online Concierge System How can I access the online services? The online services are available via You will have received an from support@rcapass.com inviting you to complete the registration process and set up your account. If you have not received this it is likely that either Weatherbys do not have an address for you, or your address has been used for more than one account. In either circumstance you should contact the PASS Helpdesk for further assistance ( or pass@weatherbys.co.uk). How do the online services work? For every raceday where you are entitled to complimentary access because a horse you are connected to is running, the details of your complimentary badge allocation will be available from 2pm on the day of declarations, allowing you to provide the names of your guests in advance and send them print at home tickets if you wish to do so. Further details are included under Section C below. My partner and I have the same address, can we both use this to access the online services? Currently, each online account requires an individual address. This is being reviewed, and will be amended in future developments which are scheduled to be implemented in early In the interim, please ensure separate addresses are provided for each online account. I have set up my account, but I cannot access the online services? You should ensure you have used the full address If you continue to have difficulties you may wish to try an alternative browser (e.g. Firefox or Google Chrome). If issues persist, please contact the relevant racecourse to make your raceday arrangements. The contact details for each racecourse are included in the booklet which you received with your new PASS Card I would like to update my details on the system? The ability for you to do this is still being finalised. In the interim, if you wish to update your details, please contact pass@weatherbys.co.uk with written ( ) confirmation of any changes you wish to make. c. Before I go Racing My horse is entered to run later in the week, but the information is not showing in the online system? The information feeds into the system at 2pm on the day of declarations, and cannot be accessed by either the racecourse or the PASS Card Holder before this time. The day of declaration is usually 2 days before the day for the race for Flat Races, races run on a Sunday and Grade 1 chase or hurdle

5 races. For most other jump races the day of declarations is one day before. Please be aware that there are some changes to this standard arrangement around the festive period. My horse has been declared, but the information is not showing in the online system? The information feeds into the system at 2pm on the day of declarations, and cannot be accessed by either the racecourse or the PASS Card Holder before this time. If after 2pm on the day of declarations some or all of your raceday information is not showing, you should contact the relevant racecourse, who will be happy to assist How can I allocate badges to my guests in advance? Please log in to your account at From 2pm on the day of declarations you will see details of your runners and the number of guest badges allocated to you by the racecourse. You can enter the names of your guests, and the racecourses will then be able to access this information at the entrance. You can also send print at home tickets to your guests if you put in their address or mobile phone number, but this is not mandatory. If you are unable to access the online services for any reason, please contact the relevant racecourse (using the contact details within the booklet provided with your PASS Card) to confirm your arrangements. How many badges will be available to me? The number of complimentary badges is at the discretion of each racecourse, and details of the number of badges allocated to you will be available to view if you log in to your account at after 2pm on the day of declarations. For owners, the badge allocation includes one for yourself for example if a racecourse allocates 6 badges, this will include one for yourself with 5 guests. What if I would like more badges than the standard allocation? The number of badges allocated is at the discretion of each individual racecourse, and requests will be managed in line with their own policies. Please contact the relevant racecourse in advance either directly or via the system if you would like to request extra badges and to make arrangements to pay for these if necessary. What if I want to allocate badges on behalf of someone else? All badges can only be allocated by the person they are intended for. For example, a trainer cannot allocate the owners badges on the owners behalf, and must be done by the owner themselves. The owner can do this in advance by using the online Concierge services, or by contacting the racecourse directly. Similarly, any requests for trainer or jockeys guest badges must be made by the trainer or jockey themselves, and can be done in advance via the online services or at the entrance on presentation of their PASS Card. I manage a syndicate but the badge allocation is not as I expect? Currently, the system divides the allocation for a syndicate or partnership equally across the registered owners/nominated partners. If one partner wants to allocate all of the badges on behalf of a syndicate, you will need to contact the racecourse directly to make the necessary arrangements. It has been identified that this is not an ideal process, and this will be adjusted in future developments which are scheduled to be implemented in early 2017.

6 d. At the Entrance What if I do not have my new PASS Card? Whilst all existing active PASS card holders should have received a new PASS card automatically, we are aware that there is a delay in some people receiving these. The old PASS Card can still be used. What if I have not allocated my guest badges online in advance? You can continue to collect your guest badge allocation at the gate, as you have always done. If you wish to leave badges for guests arriving later, the entrance staff will be able to assist with this. What if I want to allocate badges on behalf of someone else? All badges can only be allocated by the person they are intended for. For example, a trainer cannot allocate the owners badges on the owners behalf, and must be done by the owner themselves. The owner can do this in advance by using the online Concierge services, or by contacting the racecourse directly. Similarly, any requests for trainer or jockeys guest badges must be made by the trainer or jockey themselves, and can be done in advance via the online services or at the entrance on presentation of their PASS Card. How can my guests collect guest badges which I have left for them? It is strongly recommended that you use the online areas of the system to allocate badges to your guests in advance, as this will enable badges to be provided to them more eff iciently at the racecourse. If you have sent your guest a print at home ticket via the online system, they should provide this to the entrance team, who will be able to scan this, and provide them their badges more quickly. If you have entered the details of your guests online in advance, but not sent them a print at home ticket, this information will be available to the entrance team at the racecourse, who will be able to assist your guest when they arrive. If you would like to leave badges for your guests when you arrive at the racecourse, please advise the entrance team who will be able to assist. What if I would like to request more badges than the standard allocation at the entrance? All requests for additional badges should be made to the racecourse in advance. What if it is a badge scheme day? The ROA Racecourse Badge Scheme for Owners and the TBA Badge Scheme, continue to work in the same way as previously. If you are a member of one of these schemes you can collect a badge at the entrance using your new PASS Card. You are reminded that these badges are non-transferrable. If you are a member of the ROA Racecourse Badge Scheme for Owners, this scheme only applies on days when you do not have a horse running. You cannot collect a ticket under the badge scheme as well as your owners allocation.

7 3. RACECOURSE CONTACT INFORMATION AINTREE ASCOT AYR BANGOR-ON-DEE BATH BEVERLEY BRIGHTON CARLISLE CARTMEL CATTERICK BRIDGE CHELMSFORD CITY CHELTENHAM CHEPSTOW CHESTER DONCASTER EPSOM DOWNS EXETER FAKENHAM FFOS LAS FONTWELL PARK GOODWOOD HAMILTON PARK HAYDOCK PARK

8 HEREFORD HEXHAM HUNTINGDON KELSO KEMPTON PARK LEICESTER LINGFIELD PARK LUDLOW MARKET RASEN MUSSELBURGH NEWBURY NEWCASTLE NEWMARKET NEWTON ABBOT NOTTINGHAM PERTH PLUMPTON PONTEFRACT REDCAR RIPON SALISBURY SANDOWN PARK SEDGEFIELD SOUTHWELL

9 STRATFORD-ON-AVON TAUNTON THIRSK UTTOXETER WARWICK WETHERBY WINCANTON WINDSOR WOLVERHAMPTON WORCESTER YARMOUTH YORK

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