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Please check the FAQs below for general enquiries. If you need any further help please contact us via the form at the bottom or email [email protected].

COMMUNITY SUPPORT

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Frequently Asked Questions - Taking Part

Take a look through all our virtual challenges, over 200 to choose from.
 
Sign up to your challenge by going through the checkout process.
 
As soon as you sign up your challenge will appear in your My Challenges section on the MedalMad app.
 
Open your challenge and you will find all the features.  To add activity scroll down to Challenge Activity and choose from Manual, Sync or Tracker. Click this and add your activity, which could be a single activity or you could use a weekly summary from your favourite app. You can even link your Strava accounts and sync the activity from Strava to your challenge.
 
Soon as you submit the map will update and you will have moved along the route. 
 
If you pass a Waypoint it will be unlocked. This means it can be opened. Then the next one will become available once you pass it.
 
Your challenge is then complete. We try to send reward within 3 to 5 working days. This depends on amount of submissions to process, shipping date of the challenge and general things like staff sickness and holidays.
 
Please see below information for when we send medals and rewards;
 
MedalMad
MedalMad challenges have their medals and rewards sent when you complete your challenge. We aim to process this and ship your medal within 3 working days. 
 
Ultimate Challenge
The awards for completing Ultimate Challenges are sent out on completion of the challenge.
Milestones/Waypoints are markers on the maps. Once you have passed the milestone you will be able to open it by clicking on the marker. You can access them on the map or in the challenge features.
 
To open the waypoint just press the waypoint marker and what is inside will appear. This is a mixture of information, videos, quizzes, mini challenges, images and more. They vary from challenge to challenge.

This is correct. You will have once challenge and all medals for that challenge will be sent on completion.

If you need one transferred please contact us.

Yes you can do as many challenges as you like. They are all displayed in the app in the My Challenges.
 
if you add more than one medal to a challenge, you will only have one challenge but you will receive all medals.
 
Yes, you can do a mixture of any actiivty on one challenge. You do not need to do only one type. It is your challenge so you can do it your way!
 
Oui, vous pouvez faire un mélange de n’importe quelle activité sur un défi. Vous n’avez pas besoin de faire un seul type. C’est votre défi, vous pouvez donc le faire à votre façon!
 
Sí, puedes hacer una combinación de cualquier actividad en un desafío. No es necesario hacer un solo tipo. ¡Es tu reto para que puedas hacerlo a tu manera!
 
Ja, Sie können bei einer Herausforderung eine Mischung aus beliebigen Aktivitäten durchführen. Sie müssen nicht nur einen Typ machen. Es ist Ihre Herausforderung, also können Sie es auf Ihre Weise tun!
 
Ja, je kunt een combinatie van elke activiteit op één uitdaging doen. U hoeft niet slechts één type te doen. Het is jouw uitdaging, dus jij kunt het op jouw manier doen!
All ages can take part. We have some challenges which we think due to theme or distance are great for kids, but they can do any they like.
 
We do have an option for them to create a MedalKids account of their own. This works in the same way as a MedalMad account but they are not able to access the social network part of the website. 

Go to My Challenges in the app. Click on the challenge you want to add activity to. Scroll down to Challenge Activity and choose from manual, sync or tracker.

You can connect to Strava and sync your recent activities to your challenges. To connect go to the sync page and connect to Strava, Then in any challenge you wish to sync your Strava activity to please turn on Strava for that challenge. Then when you press sync in the sync page any challenge you have turned Strava on for will have your activities added to.

If your challenge has a challenge badge it will be added to your profile when your medal is shipped. 

From July 2026 yes all challenges will now be app only.

Here are the order statuses

  1. Order Completed
    1. We have received your order and the challenge is in your account
  2. Challenge Completed
    1. The challenge or challenges in your account are completed and verified ready to be shipped.
  3. Ongoing
    1. If you selected multiple shipments then one or more have been completed and we are waiting on the next challenge
    2. If you selected Single Shipment one or more has been completed and we are waiting on all changes to be completed in the order. Then they will be shipped
  4. Shipped
    1. Your medal has been shipped

All of these, when updated, send a an email and you can also see them in yoru My Orders section on the website and app.

You order ID will be provided on all transaction emails including order confirmation, challenge completed confirmation and shipping confirmation. You can also find it in your account under My Orders on the website or in the app in the More Menu, then scroll to the account section and click My Orders.

Please bear in mind that your entry fee is for the challenge and not to purchase a medal.

All our challenges have a timeframe. This is activated on your first submission or three months from purchase, which ever is sooner.

Time is an important aspect of achieving goals, and is the T in SMART. Without a timeframe goals are often put off and left.

If you find that you need an extension please contact support. This must be done within 6 months of the original close date to be accepted.

Your challenge latest start date is 3 months from your purchase date or from your first activity submission, which ever is sooner.

Please go to My Challenges in the app or website. Then in the app click on My Virtual Challenges.

There you can add activity, see your progress, access the waypoints or delete entries.

On a sign up page for a challenge (not available on subscription challenges) there is an option to purchase a gift code rather than sign up to the challenge yourself.

This code can then be shared as a gift or to someone you want to do the challenge with. 

The recipient can activate their challenge by using the code in the app and they will have the challenge appear instantly. 

Codes have 6 months expiry from purchase.

Frequently Asked Questions - Ultimate Challenges

Ultimate Challenges are ultra long challenges. These range from 2500 – 8000 Miles.

They are rewarded with a stunning award that will look amazing on any shelf.

You can also purchase exclusive Ultimate Challenge T-shirts along the way.

Ultimate Challenges differ from MedalMad challenges as they are a subscription based challenge. Due to the length and to keep sign up affordable we offer them for a low £3.50 a month after sign up. This is taken each month till your challenge is completed or you cancel your subscription.

For the monthly subscription, the  minimum term is 6 months. After the 6 months it can be cancelled in your account. Or if a challenge is completed we will cancel it our end. If you cancel your subscription in the first 6 months you will not recieve your award.
 
For the 3 year subscription, this is a one off payment, It can be renewed but this has to be done manually and it will not auto renew. You can also switch to a monthly challenge after three years if you do not need another three years.
 

On the route at about 25% you will find you have Unlocked the Ultimate Challenge T-shirt for the challenge you are doing.

These are available with a 50% discount on our normal t-shirt prices and are optional to purchase.

You will receive your award once your challenge is completed and the minimum 6 month subscription period has passed.

Adding Activity in the MedalMad app

Go to Challenges in the app then scroll down to Challenge Activity.

It will already be on manual. Add your miles, km’s or steps. Add time and also a note, both optiona. 

The submit your activity, confirm pop up and thats it.

At the moment we only have Strava (fitbit has been retired as it is no longer a product). 

Go to Sync page choose your app and connect your app account to MedalMad.

Then on each challenge you wish to add your chosen app activity to turn on that app.

Then on the sync page when you press sync all activity from the date you joined a challenge will be added from your chosen app to your challenge.

 

The Medalmad tracker is there for those that do not want a mainstream activity tracker.

Please note we do not store your location, your movement or the route you took. If you run out of battery we will not be able to recover what you had done so far.

The app uses your native location functions. So for this reason support is limited as without your device we cannot debug any issue.

We have tested this against all the main trackers and it has tracked very well. No one tracker was the same as another and ours was as close as any. But if you feel another app is more accurate please use that.

Please make sure you have good level of battery, you have a good4/5G connection. Tracking is less accurate in built up areas.

You can lock your phone or sitch to other apps.

 

Frequently Asked Questions - Challenge Pro/MedalPro

ChallengePro is a great option if you are looking for more challenges, but without the medal. ChallengePro will provide you with new challenges every month to keep you active. Plus a whole host of membership benefits including automatic discount on all medal and reward challenges plus bonus challenge points to save even more.

Yes of course,  you will still have access to your ChallengePro/MedalPro benefits till the end of your subscription.

  1. Digital version of all new challenges from 2025
  2. Exclusive digital only challenges
  3. Bonus challenge points to save even more on reward challenges
  4. Access to exclusive rewards for ChallengePro challenges after completion
  5. Take part in the Million Mile Challenge

You can find these by going to My Challenges in the app, then clicking on ChallengePro challenges in the menu. Here you can sign up, same as a normal challenge, and they will appear in your normal My Virtual Challenges section instantly.

All of your submissions into any ChallengePro challenge will be added to the Million Mile challenge. You do not have to add anything directly into that challenge.

You will find the Million Mile challenge in your My Challenges section in the app.

MedalPro is a great option for medal collectors all over the world. For a monthly subscription you can join up to 5 challenges a month from £6.95. So if you are planning a lot of challenges this is a great option. You can save over 60% each month on your challenges.

Medals are sent at the beginning of the next month, from your completed challenges, from the previous month. If you order more than one challenge in an order all have to be completed before they are sent in your monthly medal pack.

You must have a live subscription for a medal to be sent. Please do not cancel your subscription if you wish to keep access to those challenges. Once you cancel you will lose the amazing discount but can continue to sign up to MedalMad challenges are the normal entry fee.

We are not able to refund your subscription as this is access to your challenges. This is non refundable. Any medal challenges you join are refundable if a refund request is made within 14 days of sign up and the challenge has NOT yet been started. 

ChallengePro is a great option if you are looking for more challenges, but without the medal. ChallengePro will provide you with new challenges every month to keep you active. Plus a whole host of membership benefits including automatic discount on all medal and reward challenges plus bonus challenge points to save even more.

Yes of course,  you will still have access to your ChallengePro/MedalPro benefits till the end of your subscription.

  1. Digital version of all new challenges from 2025
  2. Exclusive digital only challenges
  3. Bonus challenge points to save even more on reward challenges
  4. Access to exclusive rewards for ChallengePro challenges after completion
  5. Take part in the Million Mile Challenge

You can find these by going to My Challenges in the app, then clicking on ChallengePro challenges in the menu. Here you can sign up, same as a normal challenge, and they will appear in your normal My Virtual Challenges section instantly.

All of your submissions into any ChallengePro challenge will be added to the Million Mile challenge. You do not have to add anything directly into that challenge.

You will find the Million Mile challenge in your My Challenges section in the app.

MedalPro is a great option for medal collectors all over the world. For a monthly subscription you can join up to 5 challenges a month from £6.95. So if you are planning a lot of challenges this is a great option. You can save over 60% each month on your challenges.

Medals are sent at the beginning of the next month, from your completed challenges, from the previous month. If you order more than one challenge in an order all have to be completed before they are sent in your monthly medal pack.

You must have a live subscription for a medal to be sent. Please do not cancel your subscription if you wish to keep access to those challenges. Once you cancel you will lose the amazing discount but can continue to sign up to MedalMad challenges are the normal entry fee.

We are not able to refund your subscription as this is access to your challenges. This is non refundable. Any medal challenges you join are refundable if a refund request is made within 14 days of sign up and the challenge has NOT yet been started. 

Frequently Asked Questions - Shipping

We do ship to the USA. Shipping time varies depending on what part but most arrive between 7 and 14 days.

Yes we do ship to EU. We are IOSS registered so you should not pay any extra VAT import fees. Shipping varies on what part of the EU but normally takes around 7-14 days.
 
Sí, enviamos a la UE. Estamos registrados en IOSS, por lo que no debe pagar ninguna tarifa de importación de IVA adicional. El envío varía según la parte de la UE, pero normalmente tarda entre 7 y 14 días.
 
Ja, wir versenden in die EU. Wir sind IOSS-registriert, daher sollten Sie keine zusätzlichen Mehrwertsteuer-Importgebühren zahlen. Der Versand variiert je nach Teil der EU, dauert aber normalerweise etwa 7-14 Tage.
 
Ja, we verzenden naar de EU. We zijn IOSS-geregistreerd, dus u hoeft geen extra btw-invoerkosten te betalen. Verzending varieert per deel van de EU, maar duurt normaal gesproken ongeveer 7-14 dagen.
 
Oui, nous livrons dans l’UE. Nous sommes enregistrés IOSS, vous ne devez donc pas payer de frais d’importation de TVA supplémentaires. L’expédition varie selon la partie de l’UE, mais prend normalement environ 7 à 14 jours.

Yes we do ship to Australia. Shipping varies but normally takes around 10-17 days.

Yes we do ship to Canada. Shipping varies on what part of Canada but normally takes around 10-17 days

No, we are IOSS registered so we pay the tax you pay at checkout into the EU VAT system on your behalf. This mean you do not have to pay the import (VAT) tax, and more importantly the high customs fees to manage the 1 or 2 Euro tax. 
 
If you are mistakenly charged by your countries customs agency please advise them that Import Tax has been paid already. You will need to provide our IOSS number. You will find our IOSS number on you invoice. To access this please go to My Profile –> Challenge Orders. It is present on any invoice.
 
We are not able to make claim on your behalf and we sorry for the inconvenience this may cause. We are registered and we are sending them fully compliant with the new EU IOSS system.
 
We appreciate some companies send items marked as gifts. This is fraud and it the importer (the customer) that can face fines for this.
 
MedalMad
 
Updated July 2026
 
EU
The EU have now added a 3 euro custms fee on all packages under 150 euros. This is now added at checkout and we pay this on your behalf, so you will not be charged again,
 
Updated Jan 2026
 
USA 
The US have added customs charges  to low level items, this is shown on checkout, paid our side on your behalf so you will not be charged again.
 
Our medals ship to most countries well below the threshold. There are some exceptions and we would advise you check on your local government website for these thresholds.
 
Please note if you place an order for multiple challenges the total cost may be over the threshold but as they are sent seperatley each one would be under the threshold. If you have not imported any items before and not sure where to look then please let us know. We have access to a system that provides up to date tax and duty info for every country so we can check for you.
 
We are not liable for any import taxes and duties applied by your country. 

We use Royal Mail and their network as our shipping partner. If they ship to your country so can we. If you destination is not in the options at checkout please get in touch, you may be the first from your country. We ship to over 38 countries every week.

UK – Please allow 10 working days (mon-fri) from the day of your Shipped email

Europe – Please allow 21 working days (mon-fri) from the day of your Shipped email

Rest of the World – Please allow 28 working days (mon-fri) from the day of your Shipped email.

All claims MUST  be made within 3 months of the Shipped email. After that we would not be able to assist as all shipping partners set this time limit. 

We do not offer tracked in the UK. We cannot therefore provide tracking information. Tracked prices for the UL would triple your shipping costs and with such a high success rate we do not think it is needed in the UK. If it goes missing we will get another one out to you.

EU and ROW we have a tracked and untracked option. Please note we cannot provide tracking information if you choose the untracked option. For tracking please select the Tracked option. You will then receive an email with your tracking information when we ship the package.

Please email [email protected] with your Order ID and new address.

Updating your account will only affect future orders that have not yet been placed.  

Yes we are, we are alwasy keen to make sure we do things correctly and within the laws of the land we sell into. This includes GSPR and IOSS registrations.

We have all the necessary documentation and an authorised rep in the EU.

Orders normally follow this process:

Order Complete – Your challenge is in progress

Challenge Completed and Approved – You have completed your challenge and the medal is being made ready to ship

Shipped – Your medal has been shipped

if you have multiple challenges in one order you may see

Ongoing – You have complete one or more challenges but you still have challenges to complete. This includes single shipment and multi shipments.

Ship Per label – One of your medals in a multi shipment order is being made ready to be shipped.

You will receive an email for all of these.

You may sometimes see challenge specific statuses if the medal is not due t0 be shipped yet, or there is a delay.

Frequently Asked Questions - Other Benefits

You recieve challenge points for completing activity challenges and Healthy Me challenges.

These points can be used to save on your next challenge entry and on items in the shop.

You recieve community points for being a part of our amazing community.

You earn points for posting on our community, supporting others, motivating peers and being  a star on our community platform.

These points can be used to save on your next challenge entry and on items in the shop.

In the MedalMad feed you will find the community feed to share your progress and support others. You will find a friends section so you can keep up to date with just your friends and races where if you and a friend are doing eh same challenge then you can see who is in the  lead etc.

 Challenge cards is a cool feature that creates your monthly challenge card based on your synced activity. We are currently only using the synced activity to avoid cards being created with incorrect data from mis entries. 

You will need ot have a live challenge in the month to access your card. You can also battle others users cards over the course of the month, and share your cards.

Common Issues

Please double check you are using the correct email. Search for emails from us to make sure you are using the correct account. If you are please use the password reset option. If your email exists you will recieve a rest option. If it does not please use the contact form and provide any other email you may use or your username.

We host a live app, which allows users to use other features and challenge section on a browser as well as the app. If you have not used the app in a while this may mean the data is old and will not show changes. Please fully close the app (not just dismiss) but fully close the app and reopen to pull fresh data in.

This is due to the challenge having expired. Every challenge has an expiry shown on the My Challenges page. Once this expires you will only see the History in the submission pop up. We may be able to extend this for you. Please contact us with the order number and we can check. Please provide the order number, it is required.

We're here to help

Leave a message and we will get back to you. if enquiring about an existing order please provide the Order ID, this is required.

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