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!

Key information

Information on refunds, chargebacks, etc.

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Customer service

View our customer
support hours

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Newly released features
to support you

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Tutorials, videos, and
articles to help

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Key information

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. 

Monitoring chargebacks

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

Customer service 

We are here to help!

Support hours

  • Monday to Friday – 9 am to 8 pm EST
  • Saturday & Sunday – 8 am to 3 pm EST 

Contact methods & resources

  • Event organizer inquiries: 
  • Timer inquiries: 
  • Participant inquiries:
  • Phone support: (855) 969-5515
  • Knowledge base:

Products & tools

Our latest updates and releases built to support you during this challenging time

Coming Soon: Audio cues using the ASICS Runkeeper™ app

Have you ever wished there was a way you could connect with your audience as they participate in your event? Pre-recorded audio cues are coming on November 11, 2020 to make this possible – allowing you the opportunity to engage with participants as they track their event using the ASICS Runkeeper™ app. Audio cues can be configured to play at a specific duration, distance, or geolocation, ensuring your cues are heard at exactly the right moment. Read on to learn more…

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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…

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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…

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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!

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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…

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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…

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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.

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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.

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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.

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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
Tools for collection of participant preferences

Ask participants if they would like to participate in a virtual event or select another option.

Optional integration with the ASICS Runkeeper™ app

Participants track their event on the ASICS Runkeeper™ app and can easily submit their results

Customizable branded participant results page

Reflect event branding or showcase sponsors

Simple participant result submission & photo proof

Receive participant results & ask for screenshots to show proof

Quick and easy result submission management

Review photos & delete illegitimate results

Communication tools for a seamless transition

Send email campaigns to communicate next steps


E-books, tutorials, videos, and additional resources to help you and your participants

E-book: A guide to helping your virtual event stand out

Access the e-book

E-book: Communications handbook for event cancellations and modifications

Access the e-book

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 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


Have questions about the information above?

We’re here to help!

Contact us