Support FAQ

Support FAQ

entries@opentrack.run Email

User: entries@opentrack.run Password: Gofigemidu20

Questions from ordinary users / athletes

I have an issue, can you help?

This is a general question that you may not have any URLs or Screenshots, or all the necessary information for, in this case reply with: "Please could you send us any URLs and screenshots related to the issue(s) so that we can try to address the issue further" Keep in mind this response does not always work, but something along those lines is good when they don't really give you enough information

Assigning / changing club codes

Go to 'Reference | Organisations' in the admin interface https://data.opentrack.run/admin/reference/organisation

Search for the club using part of the full name given (i.e. London Runners)

If the user hasn't given their club name then request this from them.

If an adequate code already exists then let the user know

If no code exists then edit and assign something sensible (i.e LONRN - max 5 characters allowed), then let them know

Alternatively ask for their club name/page, go to the club page and click CHANGE CODE on the right, you can then create a club code for them.

Inputting a club flag

Users can do this themselves

Direct users to their club home page test-data.opentrack.run/o/gbr/code/ where gbr is their country code and code is their unique club code

If they're unable, we can change it within admin (we require a 90x60 .png file) by going to their club page and clicking CHANGE FLAG on the right

Simple vest colours are preferrable in this format

Stage 1 of entry process - Wrong/inexistent "Primary Club"

Users need to click "Confirm" and move on to stage 2 where they are asked to input their club

Let them know that "Soon we should be auto-syncing this info from the national database"

My Child doesn't appear in an event even though I entered?

reply with:

"You need to enter your child into a specific event even if you enter a competition. go back to the competition and click ENTER HERE / EDIT ENTRIES. Making sure you go through the same athlete entry you made and make sure you tick the event you want to enter on step 3. Then simply complete the entry steps. A walkthrough can be found here: https://docs.opentrack.run/signup_and_entry/ "

Assigned to the wrong club

Click "edit entry" then resync

My age has changed but category hasn't for this competition?

reply with:

"The age group is calculated based on the first day, so the age groups will remain the same based on the first day of the competition."

I’m struggling to enter the competition. Can you help?

reply with:

"Please send your query onto the competition organiser, not OpenTrack. Their contact details are on the competition homepage. For a walkthrough of the entry process you can also head to https://docs.opentrack.run/signup_and_entry/"

I need a refund

reply with:

"Please contact the competition organiser, their contact details may be found on the homepage of the competition you entered"

Can you change the club I'm assigned to for this competition?

reply with:

"Please contact the competition oragniser in future for competition related issues. https://docs.opentrack.run/signup_and_entry/ Go through this link and edit your already existing entry and you should be able to change your registered club."

>Competition setup problems

Email: COMPETITION CREATION REQUEST

reply with:

"Many thanks for your interest in hosting a competition on OpenTrack's site. Do let me know if you need any assistance with the setup. Our documentation detailing how to do everything can be found here: https://docs.opentrack.run/cms/setup/

May I ask who is organising the competition; an athletics club, a company, a private promoter or some other organisation?

Our pricing can be found here: https://opentrack.run/pricing/. The price for the virtual racing platform is £1+VAT (so £1.20) per competitor. For an in person meet if you are just looking to take entries only it is 50p+5% but this would need to be taken during the entry process or when donations are taken. If you want to use the Competition Management System fully (seeding, numbering, live recording and result, etc) then this is £1+VAT/competitor, which could be invoiced retrospectively."

If just an Inquiry email without details add: what/where/when is the competition?

Do people I add as director/official need to 'accept' an invitation?

reply with:

Yes, it sends an email invitation, and they need to click a link within 2 days to accept. With people iike already set up it's a click, but anyone not in OpenTrack will be onboarded, taken through profile setup, then added to the meeting.

Showing competition organisers where to find the right download to locate individuals

reply with:

"On the main competitions page https://data.opentrack.run/ find your competition. Please click on your competition and then click the blue "Downloads" button, followed by the "Paid entries and Financials" button to view a spreadsheet of entrants."

Why can't I create two of the same event?

It is likely that they have both the event code and category as the same, you may have 2 of the same type of event but the category must be different.

How do I set up a competition?

Reply with:

"we have some documentation here which will help guide you through the process of setting up a competition. https://docs.opentrack.run/cms/setup/"

Correcting entries for multiple events / wrong events

As an admin you can go to https://data.opentrack.run/admin/entry/indiventry/ to look at all entries into an event. Type in the persons name and find the relevant entry to the event. You can click on the ID number and click the withdraw button to remove the person from the event without having to delete the whole database record OR you can go to the bottom and tick the box of the event you want deleted before you hit save.

reply (to organisers) with:

"Within the "Entries" tab of the "manage" section you can locate and edit individuals by stepping through their entry setup. This will allow you to edit out incorrect events or details that might have been filled in.

If you wish to withdraw entries as a whole you must also delete the from the competitors list afterwards"

reply (to users) with:

"You are able to edit your entry at any time by clicking on "Edit Entry??" on the competition homepage. Simply go through and update your preferences at the relevant stage of the process, for example deselecting events that you don't wish to compete in."

Discrepancies between entry list / competitors list

Organisers might see that the number of entries for an event isn't alligning with the numbers on the competitors list

Below also applies if event lists aren't lining up with the information in the entries / competitors tabs

reply with:

"The data should sync every so often, but you can also manually sync all of the entries by going to the "Manage" section, clicking the "Entries" tab and then clicking the "Actions" cog to "Resync competition". This sync might take up to 10 minutes but should synchronise information across the two datasets."

>How do I update my personal info?

Updating personal info (e.g. Gender, D.O.B., Name, etc.)

Go to 'Reference | Person' (link...)

Find them and fix them (They don't have the power to do this themselves yet)

Updating email address/password

Go to 'Accounts | Users' (link...)

For the email address you can change it in the personal info box.

For the password under the username you can see a small bit of blue text that says "this form" and it links to a page where you can reset their password.