Frequently Asked Questions

Sign Up/Account Management Questions

Entry Questions

Payment/Refund Questions

Document Questions




Sign Up/Account Management Questions

I still haven’t gotten the activation email and it's not in my spam folder What do I do?

Most likely, your email provider is blocking EqEntries’ automatic emails. This is problematic because it means you won’t get *any* of our automatic emails including payment confirmation and submission receipts. To fix this, please ask your email provider to white list anything from @eqentries.com. We don’t send any spam emails so you won’t get buried in spam by whitelisting!

Once you have that taken care of, if it has been less than 72 hours since you signed up, please drop us a note at helpme@eqentries.com and we can regenerate your activation link if it has been more than 72 hours, please try signing up again.

I can’t login even though I know my username and password. What should I do?

First, please try logging from a different device - preferably one on a different network to see if it is an issue with your account or with the device. Many work computers have things that can cause issues with login, like aggressive virus checkers or firewalls.

If that doesn’t work, please try resetting your password and if that doesn’t work, please contact us at helpme@eqentries.com and we can reset it for you.

How do I reset my password?

To reset your password, please click on the “Forgot username/password” button on the home page, follow the on-screen prompts and a link will be sent to you to reset your password.

How do I reset my username?

Please contact us at helpme@eqentries.com to reset your username.

How do I add to or change information for a person or a horse?

Login to your account. Click on the appropriate tab (Rider/Trainer/Coach etc) update any information necessary on that form and click save.

How do I update my account information like email or phone number

Login to EqEntries and then click on “My Account” in the upper right hand corner. Make any changes there and save.

Why doesn’t EqEntries support Internet Explorer or Edge?

There is a long standing bug with these products that can cause users to get logged out randomly and then not be able to login again for 30 or more minutes. This led to some very bad user experiences so we decided not to support them anymore. Other browsers do not have this issue and are generally much more stable.

Entry Questions

How do I do an entry for two riders on the same horse for a show?

In Dressage, each horse/rider combination must have their own entry. But not every mandatory fee is required on both entries (USEF Drug and Admin Fees and other horse specific fees are not all required) On Step 5 (Fees and Donations) There is this question:

“Is this horse ALREADY entered into this show and PAID for with another rider?”

Make sure to answer “Yes” to this question on the entry for the second rider - that will automatically remove the unnecessary fees on the second entry.

How do I handle stabling for a weekend show, that is two separate shows?

1) For your first entry, answer “NO” to the very first question on the stabling page:
(MANDATORY! If this is a multi-day show - Have you already requested stabling for this horse on another entry for this show?)
Then add the stabling you want for the entire show.

2) For your second entry answer “Yes” to the same question and then complete the page and go on to next step.

What if I can’t find a class I want or if I have a question on stabling?

Please check the show premium or contact show management directly for questions on show set up like missing classes or the meaning of stabling labels. Show management sets up and maintains their own shows on the system so we don’t have much insight into their precise set up or stabling.
You can find contact information for a show by clicking on the show name in the show calendar on EqEntries.

Where can I find contact information for show management?

You can find contact information for a show by clicking on the show name in the show calendar on EqEntries.

Why is the system requiring me to have a Trainer? What if I don't have one?

Trainer is defined by USEF as the person 18 or over, who is responsible for the horse while it is on show grounds. The Coach is the person who gets paid to help you with your horse on the show grounds. USEF requires a trainer for each entry for a USEF recognized show. A coach is not required.


I am a parent of the rider and/or owner for an entry and am on the entry as the "Trainer". Do I need USEF/USDF memberships? Will I to pay non-member fees?

As a parent who has the role of trainer, (aka adult legally responsible for the horse while on show grounds), for a minor rider and/or owner, does not have to pay USEF/USDF non-member fees. Right beneath where you choose the Trainer for your entry (first page of the entry process), there is a question: <
"Are you parent of rider/owner"
Make sure to say "YES" to this question so those fees aren’t charged.


Why am I being charged USEF/USDF non-member fees when I have an active membership?

It can take USEF/USDF up to 72 hours to update their databases after you sign up or renew. We pull directly from their databases regularly. That means that as soon as they update we'll have your cards on file. We suggest that if you need to get your entry in before they update, go ahead and submit and pay. Then just bring your cards with you to the show when you check in. That way the show office will know to refund y

Can I get a refund for non-member fees if I can show that I am a member?

Once the systems update, your entry will automatically update with your new cards. If you have paid, your total will not reflect these changes as you have already paid the original amount. If you print out and bring your cards with you to the show (or email to the show manager/secretary before the show) you should get a full refund for these non-member fees.

How do I change an entry once it's submitted and paid for?

Once an entry is submitted, show management is the only one that can make changes or refunds. We do that so we aren't sending multiple versions of entries to show management - which would be very confusing. So to make any changes, you'll need to contact them directly. You can find their contact information by clicking on the show name in the show calendar.

Payment/Refund Questions

What is the EqEntries refund policy?

For any direct sales, like gift certificates, or any duplicate charges (these can happen if there is a drop in connectivity, and we run a regular report to find them and refund them) a full refund will be issued by EqEntries. For show/event entries, EqEntries abides by the refund policy of the show/event. Please check the refund policies (and all policies) for the show/event you are entering before completing your entry.

How do I arrange a refund?

To arrange a refund, contact show management directly - they can arrange the refund for you either directly to you or through us back to your credit card depending on the situation.

I want to cancel my entry - how do I do this, how do I get a refund?

Once an entry is submitted and paid for, you need to work directly with show management to arrange entry cancellation and refund. They may either refund you directly or request that we refund back to your credit card depending on the situation. Refund policies are different for every show, so please check the show premium to see what your show’s refund policy is.

Where can I find contact information for show management?

You can find contact information for a show by clicking on the show name in the show calendar on EqEntries.

Why am I being charged USEF/USDF non-member fees when I have an active membership?

It can take USEF/USDF up to 72 hours to update their databases after you sign up or renew. We pull directly from their databases regularly. That means that as soon as they update we'll have your cards on file. We suggest that if you need to get your entry in before they update, go ahead and submit and pay. Then just bring your cards with you to the show when you check in. That way the show office will know to refund you those fees in full if they haven’t already caught the update and done the refunds.

Can I get a refund for non-member fees if I can show that I am a member?

Once the systems update, your entry will automatically update with your new cards. If you have paid, your total will not reflect these changes as you have already paid the original amount. If you print out and bring your cards with you to the show (or email to the show manager/secretary before the show) you should get a full refund for these non-member fees.

How Much Does Equestrian Entries Cost?

Show Management: It costs nothing for Show Management to use Equestrian Entries to process entries. This includes entries submitted and paid for by credit card. Show Management does not need a merchant account nor does Show Management pay the processing fees charged by the credit card company. Equestrian Entries handles those fees.

Entrants: There are two options for entering a show with Equestrian Entries:
1) It costs nothing to create an entry online, print it, attach a check and mail it to the show.
2) To pay online and submit your entry instantaneously, there is a 5% online processing fee.

What types of payments are accepted?

EqEntries accepts Visa, MasterCard or Discover or you can print out your entry and send it in by mail with a check to the show.

Document Questions

What is a "signature page"?

What is a "signature page"? The signature page is actually the USEF official release form. The ri

Where do I get a blank"signature page"/USEF Release?

You can find a blank USEF release form (aka signature page) on our "Help" | "Resources" page.

How do I submit my release/vaccines/Safesport/Coggin, and other documents?

You can upload your Signature Page, Coggins, and other entry docs like test scores by clicking on the "Documents" Tab and click on "Upload Entry Document" and follow the instructions.
During entry creation you will be prompted to attach any documents you would like to your entry.
Please upload each Signature page, Coggins and other documents individually, otherwise entry display and printing may be affected.
File size for upload is limited to 2MB and files need to be PDF's, JPG, JPEG, JPE or PNG.

Do I need to upload my USEF/USDF/USEA or CDS card images to the system?

No: USEF, USDF, USEA and CDS cards are AUTOMATICALLY loaded into the system for you once you enter in your card numbers. You DO NOT need to upload these yourself.