Changing your Email Address can be done from your Personal Profile. Login to your account, go to Administrative Forms on the right hand navigation menu and select the first option title "Update Personal Profile"
How do I change my personal information?
Changing any of your personal informaton can be done from your Personal Profile. Login to your account, go to Administrative Forms on the right hand navigation menu and select the first option title "Update Personal Profile"
How do I change the owner of the system?
You can transfer ownership by performing two simple steps. First add/edit the permission of the new owner to have "SUPER USER" permission on the system. Next, edit your System Settings by going to Administrative Forms, then click Update Association Information & System Settings. On the first tab, simply change the option that says "The System Owner Will Be" and select the new owner. That's it!
I am already a member, how do I join a new (additional) organization?
To register with an organization, whether you are new or have an existing account, please follow the instructions listed on our Registration Instructions page.
Can you explain your pricing structure?
The easiest way to think about our pricing is like a cell phone plan - the kind where you have a contract, not the pre-paid ones. In a cell phone plan, you purchase a plan that has a maximum number of minutes that you cannot exceed or go over which is what you pay for. You do not pay for the actual number of minutes you used in the month. Our system works the same way. For our systems, you will purchase a maximum upper limit for the number of venues your system will allow at any time. You purchase from us "User Licenses" for these spots that your actual venues can take up (which are sold in groups of 5 user licenses each), but your cost is based on the user licenses you purchase not the actual number of venues in your system. So for example, if you have exactly 102 venues in your organization, you will need to purchase a minimum of 105 user licenses in order to fit everyone into your system.
Here's a video that explains our pricing structure:
If I remove someone from my system, can I reuse that user license for someone new?
Yes, your user licenses are only taken up by active venues in your system. So if you remove someone from your system, the user license will be available for someone new in the organization.
If I run out of user licenses can I add more?
Yes, but plan ahead... you can always purchase Add-On User Licenses in groups of 5, however, your cost per add-on user licenses will be based on the package you select and they are not pro-rated. For example, if you purchase the "Mini" subscription package with 30 user licenses on December 7, 2019 for a 1 year subscription term your cost per user license would be $6.00 USD each. If you decide in June 2020 that you need 100 more user licenses (130 total user licenses), the price for your Add-On User Licenses will still be $6.00 USD each and your system will still renew on December 7, 2020. Even though you may appear to qualify for a different pricing package, you cannot change pricing packages during the middle of your subscription term. Your per user license cost will not change during the middle of your subscription term and will remain the same ($6.00 USD) as defined by the "Mini" subscription package you purchased. On December 7, 2020 before you renew your system, you can contact us to change your subscription package and we can then adjust your second year pricing appropriately so your 130 user licenses for your second year would be priced at $3.60 USD per user license under the "Medium" subscription package. Subscription package changes are only permitted within 30 days of your renewal date and not permitted in the middle of your subscription term.
Do non-venues take up user licenses?
No, non-venues do not take up user licenses. You may add an unlimited number of non-venues to your system and it will not affect your cost or available user licenses.
Are there any setup fees?
No, there are no setup fees. The only cost you will pay is for your user licenses each year. We do have some Add-On Services available to purchase for organizations looking for functionality beyond what we normally provide. Many organizations choose not to use these features and can operate without these costs.
Are there any extra costs?
The cost of your subscription will generally include nearly all the features that we offer. Most organizations do not need to pay for anything other than the regular user licensing subscription cost. We do have some Add-On Services available for purchase for organizations looking for functionality beyond what we normally provide. You can read about those Add-On Services Here.
Is there a fee for additional schedulers?
No, there are no additional fees for additional schedulers. Your schedulers will take up one of your user licenses so you'll need to make sure you calculate them in when you're factoring the number of venues in your organization, but there are no additional costs associated with schedulers. If you wanted every single member in your organization to be a scheduler, you could do that (although, we obviously wouldn't recommend it).
Can I remove unused user license from my system and get a refund?
No, you are not permitted remove user licenses during your subscription term, however you can contact us to adjust your user license count prior to renewing your system for another term if you wish to reduce your cost for your next term or switch to a different pricing tier.
If I buy Add-On User Licenses part way through the year are they pro-rated?
Unfortunately, No. Add-On User Licenses are available for purchase throughout the year, but they are at the same price from the package that you've purchased. They are not pro-rated and your system's expiration date will not change due to additional add-on user license purchases. You are not permitted to change pricing packages during the middle of your subscription term, but you can change pricing packages 30 days prior to your expiration date during your renewal period.
Are there any fees for technical support?
No, there are no fees to use our Live Chat and Email technical support for assistance and instructions with features. Technical support can be used by any member in our system and is not limited to just schedulers. Many questions, however, are best answered by the schedulers themselves, so for this reason we recommend venues contact their scheduler prior to technical support, but it is not required. For security and accountability, our technical support team is generally not permitted to make changes/additions/uploads to your settings, assignments, games, features, etc. but they will assist with walking you through the process so that you understand how to do it. If there is a technical problem that is causing the system to operate outside of our intended design and implementation then we will make the necessary changes to whatever is needed to correct the technical issue and return operations to our intended method.
Do you show advertisements?
Yes, to balance the fact that we offer free phone, live chat, email, text messaging and social media technical support to all users while trying to keep the system cost as low as possible, we do show just a few advertisements from time to time (nothing crazy). The advertisements are STRICTLY NON-intrusive, meaning we keep them out of your way. We display only in 3 main locations on the desktop/laptop system and in 1 location on our mobile versions to keep them very minimal without interupting your work. The advertisements are intelligently placed so that they are not in the middle of your work or schedules. You can click here to see a diagram of where advertisements can potentially be displayed on the desktop/laptop versions. If the advertisements are a deal-breaker for you we have other, higher-priced options available by request.
How soon can I sign in after purchasing a HorizonFacility.com subscription?
You will receive sign in instructions by email within minutes or even seconds after your purchase. Use these instructions to sign in as the scheduler in your database. Please contact HorizonFacility.com if have not received your sign in instructions within 24 hours after your purchase. Once signed in, you will be forced to go through a number of steps required to setup your system. Once you have completely the mandatory setup options, there will be a number of items on your Home Page in the "REMINDERS" box that will indicate the next options that require setup. These options are all required, but can be done a your leisure and in the order you choose. If you have any questions during setup, feel free to contact our Live Chat team in the lower right corner of the website or email us!
Can I pay by check?
Yes! You may pay by check by mailing it to our address on the contact page. If you are purchasing a new system and would like immediate access, you can call us to setup a check payment. Typically, we require a credit card to secure the purchase, but it won't be charged unless your check doesn't arrive within 15 days. If paying with a check in a foreign currency (such as Canadian Dollars) there is currently a 2.5% fee added to your balance to cover the exchange rate and bank processing charges for foreign currencies.
How do I get started using HorizonFacility.com?
First, you'll need to click on the purchase link on the right hand side to complete your purchase and registration. Once this is complete you'll get an email with login instructions. Initially, the primary scheduler is the only account capable of signing in. This enables him/her to select the appropriate settings, features and preferences for running your organization. It also allows them to set permissions for other users. We suggest completing the following the first time you sign in:
Add & Verify your officials, contacts, leagues, venues, teams, etc.
Add & Setup permissions for your users - this will email them instructions similar to the email you get when you purchase the system.
Post a welcome announcement instructing your users what they should do next. For example, you may have them set their availability right away.
Why can't my officials see their assignments?
By default, all assignments are marked as "unpublished". This allows the primary scheduler to verify correctness and make changes before the officials sign in and accept their games. When you're ready for officials to sign in and get notifications, select the "publish" option from the Master Schedule. This marks all games selcted as "published" and immediately sends notifications to the assigned officials where they can now see and accept their new assignments.
Everyday General User Questions
My organization uses HorizonFacility.com, how do I gain access?
To register with an organization, whether you are new or have an existing account, please follow the instructions listed on our Registration Instructions page.
My family all uses the same email address, can we share?
Unfortunately, no. Due to our strict dedication to our users' security, our security policy does not allow a single email address to be shared between multiple accounts and/or multiple users or people. All users must have their own unique email address in order to use our services. We recommend using GMAIL as a free email provider if you need to setup a new email address.
How old must I be to use HorizonFacility.com?
In accordance with U.S. Law 15 U.S.C. §§ 6501–6506, you must be at least 13 years of age to use HorizonFacility.com. If you are younger than 13 years old, your account must be registered to one of your parents and/or legal guardians and they must use the system for you.
I accidentally registered 2 accounts with 2 different email addresses, what do I do?
You will need to open a Support Ticket using the "Get Help" option on the right hand navigation menu when you login. You can request that we merge your account and we will combine the two accounts into one.
General Technical Support
How and when is technical support available?
Live Technical support is available 7 days per week in a variety of different methods to suit your needs. We work to make sure that your system is fast and easy to use. We know that time is critical when you have a technical support question so we try to make our staff available via a number of different technical support methods..
We offer technical support via:
Monday-Friday 9:00am-5:00pm EST (GMT -05:00)
Appears in the lower right hand corner of every page.
Instantly connects to a representative - not a bot, a real human!
Every email is answered within 48 hours or less - usually faster!
Monitored for incoming messages every day of the week, including after hours & holidays
Most responses issued within a few hours and some within just a few minutes
Provides answers, knowledge and guidance for frequently asked questions.
Our technical support team will be closed on the following upcoming 2019 US Holidays. Holidays for next year (2020) will be published on January 1, 2020.
2019 Observed Holidays
Tuesday, December 24, 2019
Wednesday, December 25, 2019
Thursday, December 26, 2019
Tuesday, December 31, 2019
Wednesday, January 1, 2020
What is the fastest way to get technical support?
The fastest way to receive technical support is by using our online ticketing system by logging into your account and clicking the "GET HELP" option on the right hand navigation menu. If you cannot login, you can also send an email to or use the LIVE CHAT feature in the bottom right hand corner of every page.
My username or password isn't working. What do I do?
If you are getting rejected for a wrong username and/or password, the only way to recover your username and/or password is through the Password Reset Tool. This tool will reset your password and email your both your username and password so you can login again. The HorizonFacility.com staff cannot recover your username or password as they are both encrypted for security and even we can't read them.
What Internet Browser do I need to use?
HorizonFacility.com requires that you use a modern web browser for security, speed, and feature compatability. We support the current version and two (2) prior versions of the five (5) major web browser - Google Chrome, Mozilla Firefox, Apple Safari, Opera and Internet Explorer. We strongly recommend that users download (for free) and use Google Chrome to give them a faster and more secure experience on not only our website, but all the websites they visit. Some older browsers may work with the MOBILE VERSION only, if you find yourself needing access in a pinch. We do not support the embedded AOL browser. Internet Explorer users must have version 11.0 or higher or (better yet) switch to Google Chrome or Mozilla Firefox.
What is a web browser ?
Learn what a web browser is by watching this 1-minute video.
The first thing you'll want to do is check your SPAM or JUNK MAIL folders for our messages. 99% of unreceived emails are caused by intercepted or discarded messages by junk mail filters. We do employ the latest technology to reduce the number of emails that go to Junk Mail, but your individual settings in your Junk Mail preferences may cause stricter enforcement than others. If you are still not receiving mail you can add the domain horizonfacility.com to your safe senders list (whitelist) to grant an exception to our mail servers.
Unfortunately, we've discontinued phone support. Using software is a visual process. We frequently need to send you screenshots, links to resources, pictures or interact with you electronically while you're using the system to find out what is happening on your device and/or provide you guidance. We simply can't do that over the phone. If you need real time assistance, Live Chat is the way to go so we can follow along with you and walk you through any operation you're seeking to perform.
Screen Sharing Info
When directed by a member of our Technical Support Staff, use the link below to access our screen sharing technology system.