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Website Issues


The pages are loading very slowly

The Bella Sara website contains many fun and fantastical games and activities. These activities use Flash to deliver amazing sights and sounds. Unfortunately the process of downloading the pieces of these games from the website can be very slow for those who are using a dial up service for their internet connection. If you are using a connection slower than DSL you may experience difficulty seeing the website properly or playing some of the games.

I can’t see anything on the page…

If you cannot see anything on the page, the problem can often be resolved by clearing the cache of your browser.

To do so:

  • If you are using Internet Explorer: go to the “Tools” tab, then select “Internet Options”. In the “General” tab under “Browsing History” click the “Delete…” button. Then select “Temporary Internet Files” and press the “Delete files…” button, click “Yes” then click “Close” and then click “OK”.
  • If you are using a Firefox browser: go to the “Tools” tab, then select “Clear Private Data”. Click the “Cache” checkbox then press the “Clear Private Data Now” button.

If this does not solve the problem, please contact our Customer Care team at: Customer Care

Please include the following information -

  • What type of browser are you using? (Internet Explorer, Firefox, Safari)
  • What is your type of internet connection do you have? (Dialup, DSL)
  • What type of operating system does your computer have? (Windows XP? Windows Vista? Mac?)
  • What page are you trying to view? (copying the url from the browser address line would help us determine the problem)

What if my Stable keeps crashing?

Some users have reported problems with the portions of our website that are Flash based including not being able to see the stables or games. If you are having this problem we recommend that you verify you are using the latest version of Flash. It may also be necessary to uninstall and reinstall Flash Player. You should never do anything like this without asking a parent first!

Instructions on how to verify and upgrade Flash Player may be found at: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

All I see is a purple screen…

Because so many of the games and activities on the website are delivered through Flash based design, it is important to update your Flash Player to the latest version.

Instructions on how to verify and upgrade Flash Player may be found at: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

I cannot see any of my horses! What should I do?

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 created multiple accounts you may have logged onto the wrong one.

Don’t worry! If you 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 with 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 that was listed on that account.