COVID-19 Resource Kit
Here to help you find solutions.
The Race Roster team is here to help you during this challenging time. Please review the information below and don’t hesitate to resource us if you have any additional questions. We’re ready to help you plan for whatever comes next!
Information on refunds, chargebacks, etc.Read more
View our customer
Newly released features
to support you
Tutorials, videos, and
articles to help
No holds on revenue
We understand that cash flow is vitally important at a time such as this. That’s why we have ensured 100% of your registration dollars have been flowing since the very beginning, even during these extraordinary times. Small businesses all across the world are facing severe liquidity issues, and as your trusted partner we want to make sure we provide the best opportunity for you to succeed.
Waiving refund fees
Due to the unprecedented nature of this situation, Race Roster has waived all refund fees for events being forced to cancel. Our customers are being faced with some of the most challenging business decisions they have had to make, and we want to ensure we are there to support you every step of the way. We are all in this together.
Race Roster responds to each and every chargeback on behalf of our event organizers in order to mitigate losses for both parties. Each dispute response will include evidence to support the validity of the transaction, and if necessary, we may reach out to the participant if a refund has already been issued.
Modifying, postponing, or canceling events
The Race Roster team has been working hard to provide organizers with the tech, insights and support they may need to make tough decisions about their upcoming events:
- Dashboard tools for participants to select from a menu of deferral, refund, virtual, or cancellation options
- Full and partial refund features
- Consulting resources including an ebook to guide your decision making and public relations needs
- Virtual results tracking and posting functionality
We are here to help!
- Monday to Friday – 9 am to 8 pm EST
- Saturday & Sunday – 8 am to 3 pm EST
Contact methods & resources
- Event organizer inquiries: email@example.com
- Timer inquiries: firstname.lastname@example.org
- Participant inquiries: email@example.com
- Phone support: (855) 969-5515
- Knowledge base: support.raceroster.com
Products & tools
Our latest updates and releases built to support you during this challenging time
Fast service, Fast people: A rapidly growing Customer Success team
Speed is no stranger to the Customer Success team here at Race Roster. We’re not only quick to answer your call, but we’re also likely to be one of the first runners at your finish line. We take pride in our impeccable reply times and our personal bests. On top of that, our Customer Success team has been growing at a fairly rapid rate! Read on to learn more…Read more
How Jordan’s Run the Runway executed a safe and successful COVID-secure event
Company overview Jordan’s Run the Runway (JRTR) is a 5K run/walk hosted in London, Ontario, Canada in honour of Jordan Strickland. Since 2014, participants have taken on the Diamond Aircraft runway at the London International Airport to support sending kids to YMCA Camp Queen Elizabeth. 2020 was no exception for this unique 5K event, despite…Read more
8 great tools for a successful virtual turkey trot
While Thanksgiving may be quickly approaching, it’s not too late to start planning a virtual event! Our virtual event toolkit paired with our extensive suite of event management tools gives you everything you need to seamlessly plan and execute a successful Turkey Trot this year. Read on to learn about 8 great tools you can use…Read more
How the ASICS Runkeeper™ app enhances all aspects of the participant experience
We believe an exceptional participant experience before, during, and post race is key to building a long lasting relationship with your customers. We recently introduced integrative features with the ASICS Runkeeper™ app, designed to enhance run tracking during virtual events. That said, the app’s usefulness doesn’t stop there. Your participants can use the Runkeeper™ app to enhance all aspects of their athletic journey — from registration, to training, and beyond. Read on to learn more!Read more
Introducing virtual challenges to further engage your participants
We recently introduced virtual challenges – a NEW virtual event option to further engage your participants. Challenges can be introduced as a standalone virtual event or as an additional category to an existing event, keeping your participants motivated year round! What is a challenge? A ‘challenge’ is a virtual competition that your participants can individually…Read more
Great ways to maintain a safe and seamless packet pickup experience
As we transition back to in-person events with a traditional packet pickup experience, it’s important to consider implementing some new strategies to support the health and safety of your participants, volunteers, and event staff. Packet pickup can often be busy and draw large crowds, so we’ve put together a few suggestions for maintaining a safe and seamless packet pickup experience for your participants. Read on to learn more…Read more
Making Strides Summer 2020: Dive in to our latest updates
Our Summer 2020 edition of Making Strides is here – a quarterly recap of Race Roster’s newest updates and releases. This past quarter, we have been dedicated to building more solutions to support the current and future challenges of the endurance event industry. Read on to see our latest updates.Read more
Key information to communicate to your virtual event participants
Transitioning to a virtual event from an in-person event might be new territory for both you and your participants. As such, questions are bound to arise from participants as they are trying to understand this unfamiliar process and figure out what to expect. We believe it’s important to clearly communicate with your participants, and provide them with all the necessary information to ensure they have a positive virtual event experience from start to finish. Read on to see the key information we recommend communicating to your virtual event participants.Read more
Introducing multi-sport segments & splits for virtual events
We are excited to announce that you can now host virtual triathlons and multi-day challenges using newly added features from our continuously evolving virtual event toolkit. Add multi-sport segments & splits to your virtual race to accept results with various activities across multiple days! Read on to learn more.Read more
Virtual event toolkit
Whether you are creating a virtual event from scratch or transitioning your existing event into a virtual one, Race Roster has the tools to help you execute an outstanding virtual experience!Learn more about the virtual event toolkit
Ask participants if they would like to participate in a virtual event or select another option.
Participants track their event on the ASICS Runkeeper™ app and can easily submit their results
Reflect event branding or showcase sponsors
Receive participant results & ask for screenshots to show proof
Review photos & delete illegitimate results
Send email campaigns to communicate next steps
E-books, tutorials, videos, and additional resources to help you and your participants
For event organizers
- Managing the effects that COVID-19 may have on your event
- Our virtual event toolkit is on its way
- Now Available – NEW virtual event toolkit
- Race Roster, ASICS, and the Runkeeper™ app team up to offer a more rewarding virtual experience
- Tutorial video: how to set up a virtual event on Race Roster
- Effective ways to showcase sponsors for your virtual event
- WFH tips to help your team thrive in a remote work environment
- Now available: Send participants directly to your event’s custom ‘start run’ page on the ASICS Runkeeper™ app and offer automated results
- 8 things for event organizers to do during a pandemic
Knowledge base resources
- How to allow participants to upload their virtual run via the ASICS Runkeeper™ app
- How to set up the virtual event toolkit
- How to email your participants about the virtual toolkit and results
- How to integrate your event with the ASICS Runkeeper™ app
- Tutorial video: how to upload verified results using the Runkeeper app
- Tutorial video: how to manually upload results with photo proof
- Tutorial video: how to manually upload results without photo proof
Knowledge base resources
Frequently asked questions
A “virtual event” is an event that participants can take part in from anywhere in the world. Typically, participants will record their activity using a run tracking app, such as the ASICS Runkeeper™ app, and submit their results to a leaderboard following the event. Virtual events allow you to stay connected with your participants while maintaining physical distance.
TIPS: Get creative with your virtual event. Check our e-book: “Guide to helping you make your virtual event stand out” for concrete and actionable ideas!
Communicating to your participants is so important right now. You can use Race Roster’s email campaign tool on your event organizer dashboard to keep your participants informed as you make decisions and you can reference our e-book “Communication handbook for event cancellations and modifications” for some communication best practices.
Yes, with hidden registration questions and participant editable data, your participants can make their decisions right inside of their participant dashboard. Please email firstname.lastname@example.org if you’d like assistance getting this set up.
Yes, Race Roster has lots of creative ways to engage sponsors in a virtual event. Find out how: Effective ways to showcase sponsors for your virtual event