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.

Read more

Customer service

View our customer
support hours

Read more


Newly released features
to support you

Read more


Tutorials, videos, and
articles to help

Read more

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

8 things for event industry professionals to do during the pandemic

Since the onset of COVID-19, many event industry professionals have wound up with some unexpected new-found time. With no sponsors to hunt, no tents to rent, no permits for road closures to get, and no physical event materials to print, you can make the most of your time in many different ways! We’ve put together 8. Read on for 8 ways to make the most of your time during a pandemic…

Read more

Now available: Send participants directly to your event’s custom ‘start run’ page on the ASICS Runkeeper™ app and offer automated results

We’re excited to announce that our upgraded ASICS Runkeeper™ app integration is now available, making the virtual participant experience more seamless than ever. Individuals can now participate in your virtual event in two easy steps: No manual results submission. No searching. Participants are automatically lead to your event’s custom ‘start run’ page by clicking the ‘smart’…

Read more

WFH tips to help your team thrive in a remote work environment

In this time of social and physical distancing, many of us are getting creative in a remote work environment. With team members east and west covering events in all time zones, the Race Roster crew has been connecting remotely for a while now. With that experience to lean on, we’re sharing a bit of wisdom to make the most of your altered operations. Read on for collaboration practices to help your team thrive in a virtual work environment.

Read more

Effective ways to showcase sponsors for your virtual event

As event organizers, we all love and need the support of our sponsors – but during this time, it can be challenging to come up with ways to highlight them outside of the physical event world of mile markers, finish line chutes, and more. As always, the Race Roster team is here to help! We’ve put together some actionable ideas on how you can showcase the sponsors of your virtual event. Read on to learn more.

Read more

Coming Soon: Taking the virtual event experience one step further with the ASICS Runkeeper™ app.

COMING SOON – Race Roster and the ASICS Runkeeper™ app are taking the virtual event experience another step further. Our goal is to help you deliver an end-to-end virtual event experience to your participants like no other. We cannot wait to introduce these enhancements within the next few weeks. Learn more.

Read more

NEW enhancements to our virtual event toolkit

Our virtual event toolkit is quickly evolving! We have introduced additional features to help you enhance your participant experience, make your virtual results page shine, and offer more exposure to the sponsors you work with. Read on to learn more about the enhancements NOW available to you and your virtual event team.

Read more

NEW awards tool: create and assign a variety of awards for your participants

We’ve introduced the awards tool to help you seamlessly create and assign a variety of awards, acknowledging the efforts of your participants – even if they are participating virtually! Get creative and provide recognition to the ‘top finishing person in San Francisco’ or award the ‘fastest Jennifer’. Whatever your goal, the awards tool offers the flexibility you need to achieve it. Read on to learn more about Race Roster’s NEW awards tool.

Read more

Race Roster, ASICS, and the Runkeeper™ app team up to offer a more rewarding virtual experience

As part of our ongoing effort to support thousands of running events and millions of runners, Race Roster, ASICS and the Runkeeper™ app have teamed up to offer an even more engaging and rewarding virtual event experience. By working together, we are building technology that will help races transition to a modified format and continue to…

Read more

Available now – our NEW virtual event toolkit

We value our customers immensely, which is why the entire Race Roster team is working hard to support you during this challenging time. We have just released a NEW virtual event toolkit to help you quickly and easily transition your event into a memorable virtual experience. We are in this together and we promise to support you and continue providing the best solutions possible.

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
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