Frequently asked questions
Why should I register?
By registering on the site you will have access to everything except most of the full videos. You will be able to watch video trailers and a limited number of free videos. (But to watch all videos, you will need to subscribe or pay to view individual videos.)
Why should I subscribe?
Purchasing a subscription enables you to watch all Horse Hero videos and get into dialogue with the top top riders shown in the videos. You can also buy a subscription gift voucher for someone else.
How do I subscribe?
Click the pink 'Subscribe' button at the top of the site at any time. Or when you have completed your registration, you will be offered the opportunity to subscribe then. Alternatively, there are subscribe buttons on the video pages of the site.
Is there an option to subscribing? Yes, you can pay to view an individual video. You can do this on the video page, or at the end of the free trailer.
How do I know when my subscription will run out?
Log in and go to My Details (at the top of the site) where you will be able to check the date your subscription expires.
My subscription has stopped but I thought it was automatically renewed?
Chances are your card details have changed, so it has not been possible to collect the automatic payment. Click on the pink subscribe button (top right of the site) to enter your details again, or use a different payment method.
How do I buy a subscription as a gift for someone?
If you are a registered user and are logged in, go to My Details and click on "Gift Voucher". Or you can buy a gift voucher in the Shop. Once you have made the purchase, we will email the recipient and explain how they can use their voucher. When you buy a gift voucher it is a one-off purchase.
How do I edit ‘My Details’?
After registering and logging in, the "Login" section of the page will be replaced with "My Details" and "Logout" options. Clicking on the "My Details" link takes you directly to the page where you can edit your information and unsubscribe from any site notifications you may have requested.
My email address has changed, how do I change my login details?
Login with your old email address, then click on My Details and enter you new email address. In future, login with your new email address.
How do I get email notifications of content?
To receive notifications of new videos, login and go to My Details (at the top of the site) and click the video categories you want to be notified about. For notifications of new blogs click 'Subscribe to this blog' at the top of the celebrity blog pages you are interested in. For notifications of comments on forum threads, guest features and Horse Hero Guru click to 'subscribe' on those pages.
How do I stop emails notifications from Horse Hero?
Login, then click on My Details and untick the boxes you ticked when you registered for email notifications of new videos or the newsletter. (You can unsubscribe on any emails when you receive them, as well). If you subscribed to a Celebrity Blog, Editorial comments or a forum thread, you can unsubscribe on the top of those pages or (in some cases) untick your selections in My Details.
I have forgotten my username and/or password – what should I do?
Put your email address into the login bar at the top of the page. Next to the login box is a "forgotten my password" link. Click this and we will email your password back to you.
How does the subscription payment work?
Your initial payment lasts 12 months. When you subscribe we charge your card the annual amount for your first 12 months straight away. A recurring payment is automatically set up by Paypal which takes payment again 12 months after your first payment and yearly thereafter. Please note, YOU CAN STOP YOUR PAYMENT AT ANY TIME by notifying Paypal, NOT Horse Hero (as per our Terms which you agreed to when you subscribed). In any event, if we increase the annual subscription payment, we will contact you before the next payment is due to notify you.
Note: If you used Paypal but paid via a credit card, then you will need to contact the credit card company direct to cancel your subscription. Though we no longer take new subscriptions though World Pay, if you originally took our your subscription via World Pay, you will need to contact them to cancel, or the credit card you used.
What happens if you change your prices?
If in the future we change our subscription amount, we will inform you via email and remind you that by doing nothing, your subscription continues, or you can cancel it via your account at Paypal.
I am having problems logging in
Type in your username and password rather than copying and pasting. Sometimes when doing the latter, a space is added which which can't be seen and this causes an error. For reference, the site is designed to work best in Internet Explorer.
I am having difficulty paying
If you have difficulties paying with your card on the site, please contact your card provider in the first instance. If it not a problem with your card provider, email us via the contact page or to info@horsehero.com and let us know exactly where the payment failed, ie. which page and what error message you got. If possible, take a screen shot and send with your email.
The Horse Hero website doesn’t fit on my screen
If you have to scroll horizontally to view the site then your screen resolution is not high enough. The minimum screen resolution to view the site properly is 1024 x 768 pixels. To change your screen resolution: right-click on your desktop > choose properties > choose the settings tab > drag the slider bar under the screen resolution heading to 1024x768 or higher > click ok.
The Horse Hero website doesn’t display correctly on my screen
Our website is compatible with both PC (Browsers: Internet Explorer 6 and above, FireFox) and MAC (Browsers: FireFox, Safari) platforms. We cannot guarantee the website will display correctly on any other platform or within any other browser.
I can’t watch any videos
You probably don’t have the correct version of Flash Player installed. You need Flash Player 7 or above to watch the videos. You can download the latest version of Adobe Flash Player by clicking here. Please also be aware, for quality viewing, we recommend a minimum of a 1mb broadband connection.
The videos keep stopping
If you are experiencing problems viewing, ie. videos keep stopping, it is possible that your broadband speed is inadequate. You can check your speed on the ThinkBroadband website. Copy and paste or click the following link: http://www.thinkbroadband.com/speedtest.html then press Start. You will be given an up and a down speed; you will also need to click if you live in or outside the UK. If your speed down is over 1000 it should be adequate and your speed up should be around 350. Speed will vary a bit depending on the time of the day you are using the internet and how many people are on line. If you find your speed is inadequate, you should contact your broadband provider and ask them to check your connection (or discuss upgrading it).
To check your expected line speed versus your actual line speed, you can use http://www.samknows.com. By entering your telephone number and postal code, the website will check your line quality and give you an assessment of the speed your line should be able to deliver. Again, if the estimated figure is drastically different from the actual speed, you should contact your broadband provider. Remember that broadband speeds quoted by providers are ‘up to’ figures only.
Videos on Horse Hero are streamed (which has the advantage of allowing you to move around the video while you are watching). However, if you have a poor connection you need to click on the 'alternative player' (underneath the video) to use the download player. Click the arrow to play the video, then pause it and allow the pink line to fully travel the width of the player; click to 'play' again and you should be able to watch the video uninterrupted.
I get an error message when I try to play the videos
If you see the following message when you click to play a video: "error: video not found" appearing on the time line below the video, then you probably have some type of parental control software (ie. internet security programme) operating on your computer, which you need to disable, as it will block flash or another programme required to play the video.
Can I make the video picture bigger?
Yes, once you click to play the video, then click the small arrow in a box (under the picture to the far right) to enlarge the picture. However, this will reduce the quality. of the picture. Click the Esc button on your keyboard to return to the normal size.
I can’t hear any sound
Firstly, ensure that the volume on your computer is turned up (click on the volume icon at the bottom right of your computer screen and slide the indicator to maximum). Secondly, ensure your computer speakers are turned up. (Check that you can hear a CD or MP3 to ensure that your machine is making sound.) Thirdly, ensure that the "volume control" (slider) at the bottom left of the video player, next to the timer is turned up.
How do I move around the video?
When you play the video in the player you should be able to move around it from the time you start watching, as the videos is being 'streamed'. However, if you are watching in the 'alternative player' (via the link under the video) you should wait until the pink line moves right across the video before you can around, as the video is being 'downloaded'.
Can I save my favourite videos?
Yes, if you are a subscriber, then click the Favourites link under the video. This will list your favourite videos in My Details (which is visible at the top of the site when you are logged in).
How do I download a video or audio file?
Click 'download audio' or 'download video' and you will be offered the choice to 'open' or 'save'. If you select open, the video or audio will automatically start to play and save itself in a pre-defined location on your computer - you will need to check your settings to find out where this is. If you select save, you will be able to select a location of your choosing to save the file and then play it from that location.
Can I download the video if it says it is 'free'?
Only if there is a download button on the video page. Most of the instructional ('how-to') videos are downloadable to subscribers as video files and the interviews are downloadable as audio files.
I can't read the newsletter easily
If you use 'hotmail' the newsletter will be difficult to read. Click the link in white at the top of the newsletter 'Having problems reading' and this will take you to a copy of the newsletter on the site which you will be able to read.
Can I watch Horse Hero on an iphone?
Yes, you can, if you download an application called Skyfire (which is £1.99) from itunes. This can also be used on an ipad and the ipod touch. The quality is only a little less good than watching videos directly on the site, but now you really can take Horse Hero into the stable on onto your horse! (You can watch Horse Hero on other devices which support Flash, such as 'android tablets' or smart phones.)