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Support

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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 help@medalmad.com.

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 both the app and the website.
 
Open your challenge and you will see a Submit button. 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 just click the activities you want to submit.
 
Soon as you submit the map will update and you will have moved along the route. 
 
If you pass a Waypoint it will turn from Bronze to Silver. This means it can be opened. Once you have opened the waypoint it will turn to gold. Then the next one will become available once you pass it.
 
When you reach the end of the challenge it will turn Gold.
 
You will then get an email once the challenge has been approved and another when it is sent. We try to send reward within 3 working days. This depends on amount of submissions to process, shipping date of the challenge and general things like staff sickness and holidays.
 
Thats it, really simple. Just make sure you enter your information correctly, but if you make an error just click on History in the Submit section and delete the incorrect entry.
 
Good luck.
 
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. 
 
MedalKids
All Medalkids rewards, and all shop items, are sent on purchase. For the MedalKids virtual challenges you will still have an online challenge but you will have the rewards in advance to hand them out to the mini challengers as they complete their challenge.
 
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.
 
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 in number and content.
 
You need to complete the waypoint by pressing the COMPLETE button on the final page.
 
The waypoint may have more than one section so press the CONTINUE button until you see the COMPLETE button. 
 
Once you press the COMPLETE button the waypoint/milestone will turn gold and open up the next one, if you have passed it.
 
They work in order so you need to pass the waypoint and have opened all previous waypoints.
 
BRONZE = LOCKED
 
SILVER = UNLOCKED
 
GOLD = COMPLETED

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

If you need on transferred please contact us.

Yes you can do as many challenges as you like. They are all displayed in the app or in on the website under 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 on the website or via the app. Click on the challenge you want to add activity to. Then click submit. Then follow the onscreen instructions.

You can connect to Strava and sync your recent activities to your challenges. To connect go to your challenge, click submit then click the Strava button.

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

No you can also access your challenges via the website, just log in and go to My Challenegs in the main menu.

The purple marker is the pacer. It is based on how far you should be, that that moment in time, to complete the challenge in the original timeframe. 

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.

 

Frequently Asked Questions - Ultimate Challenges

Ultimate Challenges are ultra long challenges. These range from 2500 – 500 Miles. They are rewarded with a stunning award that will look amazing on any shelf.

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.

The subscription lasts for a minimum of 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.
 

We send your Ultimate Challenge t-shirt out on sign up.

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

Frequently Asked Questions - MedalKids

MedalKids challenges are just like our normal MedalMad challenge except we send the medal, and any other rewards, on sign up. So you can hand them out as they complete the challenge, or milestones along the way.

Of course, if you love the medal, and it motivating then yes, of course.

No you can do any challenge with any type of account. The MedalKids account allows younger users to access the app but not have access to or be able to be contacted via the community features.

Frequently Asked Questions - Challenge Pro

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 benefits till the end of your subscription.

So much…..

  1. 15% off all MedalMad, Ultimate Challenge and MedalKids Challenges
  2. Create your own Group Virtual Challenge for just friends, or anyone. 
  3. Access to the Million Mile Challenge
  4. Exclusive digital only challenges
  5. Bonus challenge points to save even more on reward challenges
  6. Early access to bonus rewards for signing up to MedalMad, MedalKids and Ultimate Challenges
  7. Access to exclusive rewards for ChallengePro challenges after completion
  8. And much more….

Go to groups in the app or website. Then click on the Plus sign to create a new group, select ChallengePro as its type and give your group a name.

Once you have done that you will have access to the group. Inside the group there is a button (only you can see) to design your challenge. Here you can draw a route, add milestones and more.

Once completed send for verification. Within 24-48hrs the group will have a button for all members of that group to see, which where your challenge can be found.  

You can only create on challenge at time but once completed you can request a new challenge. 

The 15% is automatically applied when you get to checkout. Please note this may not show if you are trying to purchase another product which has a higher offer available. 

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.

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
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 help@medalmad.com with your Order ID and new address.

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

 

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.

Group challenges are free challenges you can join. There are no rewards, apart from being part an awesome team. You can join a group then submit activity into the group challenge. 

Healthy Me Challenges are mini challenges to help you be the best healthy version of you. Complete these mini challenges to earn challenge points.

Leaderboards are ranked by how many challenge points a user has earned. They also show how many community points a user has. 

To find the leaderboards you will need to access the app, click the MORE menu item and click on leaderboards.

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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