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
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: director@raceroster.com
- Timer inquiries: timer@raceroster.com
- Participant inquiries: support@raceroster.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
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
Resources
E-books, tutorials, videos, and additional resources to help you and your participants
E-book: Communications handbook for event cancellations and modifications
Access the communications handbook
For event organizers
Articles
- 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
Third-party resources
For participants
Videos
- 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!
Visit our instructional article on “How to set up the virtual event toolkit”
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 director@raceroster.com 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
