Frequently Asked Questions

    Here we answer the most common customer queries relating to attheraces.com

At The Races is a dedicated horse racing channel broadcasting daily, live action from the UK and Ireland. Domestic distribution of the TV channel extends to over 12 million UK and Irish homes via digital satellite and cable television. The company is majority owned by racecourses and operates through a joint venture partnership between Sky and Arena Racing Company.

ATR PLAYER

What is ATR Player?
The ATR Player allows users to watch At The Races live racing as well as your favourite programmes.

How much is the ATR Player subscription?
The cost is £9.99 per month or €12.99 per month.

How do I subscribe to ATR Player?
First of all, you need to register for free on our website, then login to your account, go to the ATR PLAYER icon on our home page, click BUY NOW. http://www.attheraces.com/atrplayer

Which devices can I view ATR Player on?
You can access the live racing on your desktop, mobile and tablet devices.

How do I cancel my ATR Player Subscription?
Please email info@attheraces.com and include your reference number or date of birth and we can cancel that for you. As we’re not 24 hours, if you request a cancellation and your subscription renews, we can refund you.

Can I view the ATR Player outside of the UK and Ireland?
At The Races is only available in the UK and Ireland.

Is my ATR package on Sky/Virgin the same as ATR Player?
No, these are two separate subscriptions. ATR Player is an online subscription that enables you to view the live racing online. ATR Channel is through a package with Sky Digital or Virgin Media.

Sky Customer Service - 0333 009 2816

Virgin Media - 0345 454 1111

My live feed is buffering/freezing how can I stop this?
Please check that this is not an isolated incident. Are you having problems with other video content? This may be due to your Internet Service Provider or home network. If you are experiencing issues on either a PC or Mac please try to access attheraces.com using Google Chrome or Mozilla Firefox, both of which are free to download. Please make sure your software is up to date. If you are still experiencing difficulties, please email info@attheraces.com and we will look into the matter further.

Why can't I access the replays?
Please make sure all your software is up to date and you are using either Chrome or Firefox. If you are still having issues, please contact info@attheraces.com.


At The Races App

How do I download the ATR APP?
http://www.attheraces.com/atrapp

Is there an ATR App for iPad?
Yes! Our bespoke iPad version of the app is jam-packed with extra content and functionality including extra form information, a more detailed results section plus the option to download racecards and form for offline use.

Download for Apple iPhone & iPad

I’m having issues watching the live racing on my app
If you are experiencing issues, please delete app and download the app again.

If you are still having issues, please email info@attheraces.com

If you’re having issues downloading the app on your android phone. Please download the app ‘file manager’ from Google play and open the ATR app file using that.

Your At The Races account

How do I register?
Please go to www.attheraces.com , click on the top right hand side icon that says login/register.

I can’t log into my account/ How do I reset my password
Please make sure you are entering the correct password with no spaces and the cap lock isn’t on. If you are still having issues, please email info@attheraces.com include your date of birth for security purposes and we can send you a password reset link.

How do I update my email address?
Please email info@attheraces.com please include your old and new email address as well as your date of birth for security purposes and we can then update your email for you.

How do I update my payment details?
Please email info@attheraces.com please include your reference number or date of birth and we can cancel your subscription in order for you subscribe again with your new details.

Why aren’t I receiving my ATR tracker emails?
To receive your tracker emails, please make sure you have validated your email address. To do this, please log into your account and go to your tracker where you’ll see this message.

Email Verification
Don't forget to verify your email before using the ATR Tracker

Please click on the CLICK HERE link to validate your email address, if you are still having issues please email info@attheraces.com

Make sure your alerts are set to permanent to always receive your tracker emails. This functionality isn’t available on the app, so please set them through the desktop version.

I’ve received a payment issue email, what do I do now?
Please email info@attheraces.com, please include your reference number or date of birth and we can investigate further for you.

At The Races TV Channel

Which packages are ATR available on?
Virgin Media (535) – ATR is available on the TV M+ package. To order, call 0845 840 777.
Sky Digital (415) - ATR is available on the Variety package 0333 009 2816
Virgin Media Ireland (418) ATR is available on the Virgin Full House TV package – to order, call 1890 940 070

I want to cancel ATR on Sky/Virgin package
To cancel your Sky subscription, please call Sky Customer Service - 0333 009 2816
To cancel your Virgin Media subscription, please call Virgin Media customer services- 0345 454 1111

What is the email address for the studio?
studio@attheraces.com.

General Enquiries

I would like to access race footage from you, who do I need to contact?
Please email info@attheraces.com please include as much information as possible, race details, date and time and horse name. Also, please include the format you would like to host/broadcast the race.

I’m having issues with my stable star’s account, who do I contact?
Please email info@Racecaller.com

I am having issues with my ‘All- Weather-Championships tipping competition’, who do I contact?
Please email info@Racecaller.com.

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