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FAQ

Frequently Asked Questions

General enquiries

What is EQL?

EQL is a Hype Commerce platform retailers use to manage product launches. EQL prevents sites crashing, slows down scammers, and delivers a launch that is Run Fair ensuring products get into the hands of real fans.

We believe that everyone should have a fair chance of getting their hands on the products they love, that’s why we’ve built fairness in.

EQL’s smart technology helps deliver a fair launch and supports the rules we live by:

  • Only humans can enter launches: Every entry goes through a multi-step security verification process that confirms you are a human.
  • One entry per person: Entries are deduplicated against unique identification tags.
  • Launches are always secure: We use best in class security protocols and comply with GDPR standards to make sure your information is always safe and secure.
  • It should be simple to enter: Once you have a verified EQL account, entering becomes a breeze.

When you see the Run Fair logo, it's a sign of integrity. It means the technology used and the steps taken by the retailer to run the launch are of the highest standard. The launch has been "Run Fair".

EQL is a launch platform that is built for hype. Retailers can upload their product launch information and in return, they get a live product page that can withstand the traffic spikes, can handle bots and scammers, and runs accurate and fast payments. It lives on your own domain, and looks and feels just like your own site but it can withstand the heat. This page can be used on your website, across your socials, or anywhere else you engage with your fans.

Want to know more? Request a demo.

If you’re interested in accessing product launches run by EQL, please subscribe to notifications from your preferred retailer or check their website and social channels to find out about any open launches or upcoming product releases.

It’s free to enter and your card is only charged if you are selected as a winner after the launch ends. If successful, you will be charged the retail price + postage and handling fee you agreed to when submitting your entry (standard local taxes may also be charged by your city/state/country depending on your specified shipping address).

Everyone should have a fair chance of winning so launches are limited to one entry per person.

Credit/debit card details are required as a security measure to deliver a fair launch for everyone by helping us confirm you’re not a bot and allowing us to check if any fraudulent activity has occurred on the card.

No. EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer. If you were successful in a launch and have a product or delivery enquiry, please contact the retailer directly. EQL is not the merchant of record.

Submitting an entry

Follow the link provided by the retailer to access the launch – if you’re trying to access the entry form for a launch that hasn’t opened yet, it will only be accessible once it has opened.

If you haven't previously entered a launch hosted by EQL, select the “ENTER DRAW” button, submit your details and an account will automatically be created for you for future use.

If you’ve previously entered a launch hosted by EQL, select the “LOG IN” button to enter your email and password or follow directions to reset your password if required.

Once you’re logged into your account, submit your shipping and payment details and follow the instructions to submit your entry.

If you haven’t previously entered a launch run by EQL, the only way to create an account is by entering a launch once it is open. Your EQL account can be used to enter future launches run by EQL (even if the retailer differs), but is separate to any account you might have with the retailer selling the product.

Have you (or a friend/family member) set up another account previously under a different email address but using the same phone number?

If you’re not sure, please email support@eql.xyz with your shipping address and phone number.

If you’ve haven’t received the password reset email and it’s not in your junk/spam folder, it may be an issue with your email provider’s spam filter – try adding support@eql.xyz and the @eql.xyz domain to your safe senders list (e.g., Hotmail, Gmail, etc).

If you received an error message trying to reset your password and it’s possible you used a different email address when entering previously, please email support@eql.xyz with your phone number so we can check for any matching accounts.

If not, try entering on a separate device on a different network (e.g., switch from desktop to mobile/tablet with WiFi turned off).

Please try logging out and entering on a separate device on a different network (e.g., switch from desktop to mobile/tablet with WiFi turned off) as it may be an issue with your network settings.

If that doesn’t work, try refreshing the page and using a different credit card.

3D secure confirms with your bank/card provider that you are the real card holder and ensures your card is not stolen, or fraudulent activity hasn’t occurred on it previously. If you are having issues receiving the 3D secure verification code via SMS, please contact your bank/card provider directly.

If you have not received the verification code email, please make sure the email address you entered is correct and check your junk/spam folder. Sometimes there can be a delay in receiving the email or it may be an issue with your email provider’s spam filter – try adding support@eql.xyz and the @eql.xyz domain to your safe senders list with your email provider (e.g., Hotmail, Gmail, etc).

If you’re receiving an error message that ‘We were unable to verify your details’, there might be something blocking your entry from proceeding on the connection or device you’re using – try logging out and entering on a separate device on a different network (e.g., switch from desktop to mobile/tablet with WiFi turned off).

If the launch is still open, return to the page you entered the launch from and login to your account – there will be a button that says ‘Cancel my entry’.

If you’d like to change the size/credit card/shipping address you submitted with your entry and the launch is still open, please return to the page you entered the launch from and login to your account to cancel your entry and re-enter with your preferred details.

After the launch

Return to the page you entered the launch from and log in (or refresh the page if necessary) to see if you were successful – good luck!

Unfortunately if the payment was initially declined by your bank/card provider the launch then automatically moves onto the next entrant so we’re unable to attempt to take payment again.

If you’re not sure why the transaction was not approved automatically, contact your bank/card provider to ensure you don’t encounter the same problem next time.

Once a win is allocated to a launch entrant the product is no longer available for other customers to buy, and so if you’re selected as a winner we’re unable to cancel your order.

Verified entries are binding and once an entry is confirmed the retailer is automatically advised that you have agreed to purchase the product if you win (as per the terms and conditions).

EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer and they handle all shipping/ tracking. The retailer will contact you with any shipping/tracking information or you can contact their customer service team directly if you have any queries about your delivery.

EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer. If you’re selected as a winner, please contact the retailer directly for any of the following product enquiries:

  • Product complaints/faults
  • Requests to update product size or shipping address
  • Requests to cancel order, receive a refund or exchange item for another size or product

Managing my account

Contact support@eql.xyz with your new and old phone number and shipping address to verify the account linked with your email belongs to you and we’ll let you know when it's been updated.

Contact support@eql.xyz from the email linked to your account providing your preferred email and existing phone number and shipping address to verify the account linked with your email belongs to you and we’ll let you know when it's been updated.

Contact support@eql.xyz from the email currently linked to your account with your phone number and shipping address to verify the account linked with your email belongs to you and we’ll let you know when it’s been deleted.

Customer support

EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer and once the launch ends, they handle all product and delivery enquiries (e.g., refund/exchange requests, shipping/tracking enquiries) so please direct any of these enquiries to the retailer’s customer support team.

If you have an enquiry related to entering a launch run by EQL and you haven’t found an answer in the FAQs above, please contact us at support@eql.xyz.

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