Questions! Everyone has questions! Here are some of the commonly asked ones with answers for them. If you have a question that we haven't covered then please contact us and we'll add it to the list.
Why do I need a profile?
The key to the way that Results Base works is the athlete profile. As well as holding your personal details such as postal and email address, date of birth, gender, etc. and so allowing you to enter events really quickly it also provides two other key resources.
First, you can add one or more additional athletes to your profile so you can manage multiple entries at the same time: great for team events, relays, club entries, etc. Just select the athlete you want to enter and add them to the list. There's nothing to stop one of these athletes creating their own profile, you can just transfer their entries across later.
Because all these details are held and managed through your profile it's possible for you to update any of them at any time so moving house, changing phone number or getting a new email address added just takes a moment. This information is automatically updated on any race entry that is in your profile as well so you don't need to tell the organiser you've moved, just update the profile and they will get the update when they download the entry list.
Please note: your profile does NOT hold any payment details, only your orders. All payment information is handled by our payment gateway and no card information is retained.
Secondly, your profile also acts as a collection point for your results. Any order placed through your profile will automatically collect the corresponding results into your personal archive. It's also possible to collect a previous result where the event was timed by Results Base, even when you entered using another method. Contact our email@example.com email address and tell them your profile name (typically that will be your email address) and the ID of the result that you would like to claim and our team will get it allocated to you. Your result ID is the unique code shown in your browser's address bar as part of the URL and looks like this: ...
PLEASE NOTE: Adding someone to your profile while you are completing an event entry is NOT the same as actually entering them in the event! The process goes: create your profile, add any additional athletes to your profile and then for each person in your profile select which race in the event you are entering them in.
How come I can have more than one person in my profile?
This is one of the fantastic features of our system! You can add additional athletes to your profile: friends, family, clubmates, team members, etc and then manage all their event entries in one go. Brilliant for managing club entries or putting teams together. How cool is that?
I need to update something
There are TWO key places that information is held in your profile.
The first place is where we we hold information about the owner of the profile and that can be updated by logging in and then selecting EDIT PROFILE from the menu bar. Because you have already read the FAQ entry about what a profile is you'll realise that the profile is just a container for athletes. It's perfectly possible for a profile to be created for a club rather than a person.
The second place is where we hold the the information about athletes in your profile and this information is edited by selecting MY ATHLETES from the menu bar. This is the normally the information that you'll want to update.
PLEASE NOTE: the profile owner is also generally an athlete! Updating the profile does NOT update the athlete data and it is the athlete data that is used when you enter an event. If you or any of your athletes change address, email, phone, club, etc then you really do need to update that information under MY ATHLETES as well or the data sent to an organiser may well be incorrect.
If you don't want to see an athlete in your profile then use the Hide option under MY ATHLETES to suppress them from appearing in your list of athletes when you enter an event. You cannot delete an athlete, only hide them.
I've forgotten my profile password...
We all have those "I just can't remember ... " moments so you'll find a link on the profile login page that will generate a new password and email it to you. Please always regard this as a temporary password and use the EDIT PROFILE option in your menu bar to replace it with one that you have created.
If you can't think of a password, or always tend to use the same one (never a good idea!) try the "Thing, Colour, Place" method - just think of your favourite thing in a colour and place. That will generally give you a strong password, especially if you use both upper and lower case letters and add in a symbol or number. For example, PurpleBeachSamosas! is going to be a hard one to crack, according to the How Secure is my Password site it would take a desktop PC about 392 quadrillion years to unravel...
My new password doesn't work!
There is a little-known quirk with some browsers in that they remember failed password attempts and although you are keying in your new password it is still remembering the old one. So, if you have lost/forgotten your old password and been issued a new one by the automated service on the login page and it doesn't seem to work try flushing your browser's cache of all the junk that's hiding in there. In almost every case where this scenario has arisen doing this will solve the problem.
Please remember that the new password we send you is intended to be a temporary one - you should use the Change password link to set your own password once you have logged in.
I need to change my T-shirt size, swim time, start time
Many events have additional components such as a T-shirt that you selected a size for, a requirement for an estimated time or start group. Between entering the event and the day you may decide that you want to adjust some of this information. These details are held under MY ORDERS where you will see a list of all the orders that you have placed through the system.
Simply select the relevant order and then use the blue highlighted links to go in and edit this additional information. The range of options available depends on what the event organiser has allowed so, for example, you might be able to change the T-shirt size to a Large but you cannot change your start group. When an option you want to modify is available just make the change and save it and the system will be updated (obviously don't change your T-shirt size the night before an event because by then it's far too late...).
We have a more detailed page covering all the possible options HERE.
I've lost my receipt...
When you enter an event through Results Base we send you a confirmation email. That goes to the email address that you used to register the profile with. Of course, in today's email overcrowded world it's all too easy to lose track of where it is when you need it and so you might want to get another one.
As with pretty much all the admin tasks on the system you need to log into your profile and this time you should click on MY ORDERS in the top menu bar. This shows all the orders you have placed. Select the relevant one and click Details. What you are now looking at is the text of the email that we sent you - you can just print this out and bring it along to the event or keep it for your records.
If you now realise that you had this sent to the wrong email address you need to update your Profile and Athlete records to reflect the change, instructions for doing that are just up the page from this.
If you absolutely have to get your receipt as an email you can email our firstname.lastname@example.org team and quote the order number and the new email address and we will sort that for you.
How do I transfer an entry to someone else?
If an event organiser allows you to transfer your entry to a third party - because you are injured or other personal circumstances - it is possible to manage this process yourself through your profile. A detailed set of instructions on how to perform the transfer can be found HERE.
How do I put one of your timing tags on my shoes?
We have a simple Tyvek loop tag for attaching to running shoes. Instructions for fitting one of these can be downloaded HERE.
How do I fit a timing tag on my cycle helmet?
If you are riding in a sportive or timed cycle event you need to check out the instructions for fitting one of our helmet tags HERE.
How do I wear a multisport tag?
For multisport events we use an ankle-mounted tag that comes with either a Tyvek or neoprene and velcro strap to secure it. The tag should be fitted onto the strap and then secured around the left ankle. We recommend the left ankle is always used because this eliminates any risk of the strap being caught in the chain of your bicycle - it has nothing to do with timing system performance.
Always wear the tag on the outside of your leg, not inside where it will bang on the pedal crank and annoy you or behind where it will probably rub on your heel.
Always fit the timing strap and tag before putting on a wetsuit - if you put the strap over the wetsuit you effectively tie the suit onto your leg and transition will become a major struggle!
NEVER wear the tag around your wrist - a common mistake with relays, especially in the run leg. The timing mats and antenna are down at ground level, not a metre or so up in the air!
We have a simple guide to fitting a multisport tags HERE
Multisport chips and straps MUST be returned after you finish a race - they are expensive and organisers will typically bill you between £5 and £35 for any lost tags and straps.
What's the difference between gun time and chip time?
Pretty much every mass start event; run, triathlon, swim and more besides, has what is called a 'gun' start. That's the time that the race officially started and is often signalled by a gun or hooter. Your 'gun time' for an event is the difference in time between this time and the time that you finished. This is the time that will be used to calculate your overall position or ranking.
An event with a gun start may have many waves, triathlon being a typical example, and in this case each wave will have its own gun start time.
When an event provides a start line timing point, and many running races do, you'll also get a time recorded when you go across the mat. You may cross the mat some seconds (or even minutes!) after the official start. Your 'chip' or 'net' time is the difference in time between this starting time and the time that you finished. This is your personal 'point to point' time for the race, it is not generally used to calculate positions, etc. Use it for bragging rights about your PBs but remember, it's the first person over the line who wins in a running race!
Some events do have individual starting times; typically cycle time trials and sportives and some multisport races where you start either individually in a pool or in very small groups. Here there is no actual 'gun' time and so only the 'chip' time gets used.
Where have all the old results gone?
All the events timed under the old Race Timing Systems business identity are still online and available - just type the event name into the search box on the main page and you'll find them.
Why can't I see my position in a sportive?
Sportives are defined as a 'non competitive event'. They have to be or they simply would not be allowed to take place on public roads because all sorts of other regulations kick in if you are organising a cycle road race - the main one being that the field has to be a very small number of people! And, yes, there are one or two exceptions to this, mainly where the entire route is a closed road.
Because of this we follow the traditional method of presenting the times in surname order and no positions are shown. However, many organisers will publish an Excel version of the results to allow people to sort times and categories and so it's worth checking directly with them. In some cases Results Base will also make this file available for download on the Results page for the event - you'll see an extra tab at the top.
I don't understand the age categories in the results
Often a cause of confusion! And the situation is often further muddled by event organisers having prize categories which do not relate to the official age categories...
Where we publish age categories in the results they are based on the athlete's date of birth as provided by the organisers and the most common issue is where people believe that they are in a different category because they don't realise that the ages are calculated on a specific date rather than the date of the event.
Oh, and if your category is down as 'YOB" or 'UNK' then it's generally because there was something wrong with the date you entered and we cannot work out your age. Usually it's because you put the current year in there rather than the actual year of birth. You can fix this in MY PROFILE for future events but do also remember to fix it in MY ATHLETES as well so any other events you have already entered get updated.
Triathlon, duathlon and aquathlon events run under British Triathlon/ITU/WTC (Ironman) rules
The official age groups for adults are in five-year bands from 20 (eg 20-24, 25-29, 30-34, etc). All ages are taken at 31st December and NOT the date of the race. Children are arranged in groups under the TriStar label with a minimum age (on race day) of 8 and then (on December 31st) 9-10, 11-12, 13-14, 15-16 (Youth) and 17-19 (Junior).
So, if your age category is showing you as, say, 40-44 and you are only 39 on race day it's because you will be 40 on December 31st and you've 'aged up'. Sorry, but that's the way the triathlon world works!
Age groupings here are governed by UK Athletics and/or the IAAF - and you'll need to check which set of rules the event is being run under!
The UKA rules for athletes under 17 are so complicated that you'll need to take a degree course to work them out but the U20 group are 17, 18 or 19 on 31st August.
Senior athletes are aged at least 20 years of age on 31st August and Masters are at least 35 years of age on the day of the competition. Masters are further subdivided into M35, M45, M55, M65, F35, F45 and F55 categories.
Some organisers use 20-39 as Male Senior and then 40+ as the veteran categories (usually 40+, 50+ and 60+). Women are treated differently so Female Senior is 20-34 and then the 35+ are in the veteran categories (usually 35+, 45+ and 55+).
The veteran categories are often given friendlier names: veteran = 40-49 (M) and 35-44 (F), super veteran = 50-59 (M) and 45-54 (F), vintage = 60-69 (M) and 55-65 (F) with super vintage being 70+ (M) and 65+ (F).
I won a prize/my age group - when will I get my trophy?
We are responsible for working out the results, we give these to the organiser and they deal with all the prizes, etc. If you believe that you were entitled to a prize and you weren't there to collect it then you need to talk to the organisers of the event about this rather than us.
I have been given a penalty. Why/what for?
All issues relating to penalties for rule violations in events are dealt with by the appointed referee. We have no authority to add/remove/alter any penalty issued and if you believe that there is a genuine case for a penalty to be looked into you need to contact the relevant official via the organiser of the event.
British Triathlon rules state that all penalties must be posted at the event by the Chief Referee (only he/she can award a penalty even though there may be multiple referees at an event) and that there is both a time limit and a standard process for lodging an appeal which need to be carried out. Please also note that some penalties cannot be appealed, check the British Triathlon website for their current rules and regulations. Again, talk to the organiser/BTF rather than us because we simply cannot do anything about the situation.