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Account Issues


Why do I have to register?

When you register, all of your account information is stored on our server. This allows you to retrieve your stable whenever you revisit, from any computer. By registering, you are also able to access more of the website and earn ribbons, horseshoes, and awards for game play and caring for your horses. Please note that when you register it is very important to provide the correct email address so that if you forget your password we know where to send a new one. And since we do not ask for your real name, it is important that make a note of the username you chose so that we will be able to find your account if you need help.

Why do you need my birth date?

On your birthday you will receive a special gift from Sara, so it is important to make sure that you have the correct birth date.

What do I do if I forgot my password?

If you forget your password we can help you! The fastest way is to use the “Forgot my password” wizard. When you click “Forgot your password?” an email message will be sent to the email address listed on your account with your username and a link that you can click or paste into your browser that will prompt you to change your password. If there is more than one account associated with your email address, each of the usernames will be listed in the message you receive but you do not have to change all of them. If you discover that you have multiple accounts and would like to have them merged, just email Customer Care at: customerservice@bellasaracompany.com and tell us which username that you would like to keep and which usernames we should merge into it. You can also email Customer Care if you do not receive an email when you click the “Forgot my password” wizard or if you cannot remember your username or the email address you used to create the account. Just include whatever information you can remember and, if possible, include a secret code from one of the cards you have already activated. This will help us retrieve your account information.

How do I change my password?

Your parent can change your password in the parental controls or you can change it in the “Profile” section of your account. Be sure to make a note of your new password and keep it safe so you will always be able to logon to your account without delay.

I have a new email address. What should I do?

You can easily update your email address in the “Profile” section of your account. Making sure that all of your contact information is up to date is the best way to make sure that you can always obtain a new password if you forget the old one and receive exciting updates from the magical world of Bella Sara.

Can I change my username?

No. It is not possible to change your username.

I created another account and now I can’t see all my horses. What do I do?

Creating multiple accounts is not a good idea. When you log into your account, you will only be able to see the horses that have been activated on that account. Once a card is activated it remains tied to the account it was activated on. So do the awards and horseshoes that were earned on that account. If you have multiple accounts you may not be able to remember all of the user names or passwords. But if you have already have multiple accounts we can merge them into just one for you and then all of your horses and digital objects will be in one place! Email Customer Care and give us the following details:

  • The username of the account you would like to keep
  • The user names & email addresses of all of the multiple accounts
  • If there is a “Parent” account connected to your account, please give us the email address listed on that account.