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  • Welcome to the RegisterMyRace.com Support Desk!

    Below you'll find instructions for accessing the main parts of our support desk.

    Knowledgebase (Try Here First)

    Many common questions and issues are already answered inside our comprehensive knowledgebase. The quickest way to get the answer you need, our knowledgebase contains in-depth articles and explanations for all aspects of RegisterMyRace.com. As always, if you can't find the answer you're looking for, feel free to create a new ticket and we'll be in touch shortly.

    Create a Ticket

    Got a question or need some help? Our support staff is standing by to answer your questions, help you through any problem, or point you to additional tools and resources. Simply submit a ticket and one of our support representatives will be in touch shortly to help you.

    Check an Existing Ticket

    Have a ticket you'd like to check on? No problem. You can see the status, read updates, post updates, and more of all your existing tickets.




     


     


     


     


     


     
  • Create a New Ticket

    Note: If you've already created a ticket and just want to check the status of that ticket, click here.

    RegisterMyRace.com Contact Form

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    Most Asked Questions
    RegisterMyRace.com Anti-Spam Policy

    Anti-Spam Policy

    We have a no tolerance spam policy. Your account will be immediately terminated if you send spam and you will be obligated to indemnify RegisterMyRace.com against any liabilities, costs and expenses it incurs as a result of such spam. Generally, spam is defined as unsolicited mass email to persons with whom you do not have a business relationship or have not requested (opted-in to) your mailing or messaging.


    This Anti-Spam Policy refers to both email and SMS messages sent from RegisterMyRace.com.


    RegisterMyRace.com has a no tolerance spam policy. Customer accounts will be terminated if they send unsolicited email messages. Please report any suspected abuse service@RegisterMyRace.com . ISPs and blacklists administrators may also contact us service@RegisterMyRace.com Please forward the complete email in question, including headers. If applicable, please also unsubscribe from the newsletter using the link at the bottom of the email if you no longer wish to receive emails from that sender. We will take the appropriate action against the sender of the email in question.


    ISP and Blacklist Administrator Relations

    RegisterMyRace.com has built relationships with many of the leading ISPs and blacklist administrators. These relationships usually involve the sharing of information regarding policies, practices and issues. If you are an ISP, mail administrator or blacklist owner and would like to get in touch with us, please email support (at) RegisterMyRace.com.


    For RegisterMyRace.com Customers

    Each RegisterMyRace.com customer accepts the RegisterMyRace.com terms of service prior to using the Services when purchase from RegisterMyRace.com or from a RegisterMyRace.com reseller. As part of its agreement, each customer must agree to only send permission-based emails. "Permission-based" means that all Recipients must have opted-in to receive communications from that customer.


    An opt-in can occur either via a sign-up form on a web site, at a point-of-sale sign-up form, or on a physical sign-up sheet. Any opt-in form should include a clear description of what will be sent and how often it will be sent. Purchased lists may not be used within the RegisterMyRace.com system, regardless of the source or permission status.


    As a customer of RegisterMyRace.com, you may not:

    harvest emails from web sitespurchase lists (whether they are opt-in or not)have a pre-checked field on your subscription formhave a subscription form that subscribes users to an unrelated listsend out unrelated offers or unrelated content to your newsletter listadd an email address into a list without the subscriber's permissionemail someone who has requested to be removed from your listutilize a list older than 6 months without reconfirming the Recipients' subscriptions
    You may:


    send out a regular newsletter to a recipient who has opted-in to receive it send out information and content to Recipients who have requested to receive content on that topic from your organization.


    Procedure for Handling Complaints

    We have a no tolerance spam policy. Your account will be immediately terminated if you send spam. Generally, spam is defined as unsolicited mass email to persons with whom you do not have a business relationship or who have not requested (opted-in to) your mailing. The Service may be used only by businesses and organizations in connection with their established list of permission-based opt-in email addresses. We provide the Services only to those who follow our strict anti-spam policy. If you use the Services to send out emails to addresses obtained in any way other than a subscriber opting-in to your list, you may incur a penalty equal to $100 (US) per substantiated incident (i.e. per email) or any greater amount that may be imposed under applicable state, federal or foreign regulations.


    To determine whether you have sent spam we will:

    review the content of the message in question review your subscriber list for patterns common to harvested lists review the spam complaint view the records to see when the subscriber was subscribed and their IP address


    Procedure for Handling False Positive Complaints

    We realize that it is possible for those who have subscribed to your mailings to have forgotten that they have subscribed. For this reason, we keep the IP address and date of subscription for all new Recipients. If we receive a complaint from a Recipient for which we have a record of their subscription, and the email sent to them contained the content they subscribed to, then we will notify such Recipient of the date and from which computer they subscribed from and provide a link for that Recipient to unsubscribe from your list.

    Upon this type of complaint, we will notify you of the complaint, explain the action taken, review your web site, and may suggest changes to the notifications or descriptions you provide when subscribers sign up for your lists.

    In the case that a subscriber who makes a complaint did not sign up through your site (i.e. was imported into the system) no IP record or date of subscription will be available. In this case, we will investigate the situation, look at the email in question, and if it is determined that you may be sending unsolicited commercial emails, we will immediately disable the sending function on your account and we will immediately contact you by email and/or phone. As soon as we hear from you and are able to verify that the subscriber was indeed an opt-in Recipient, we will remove the sending-block.

    Transfer of Recipients

    Please note that a Recipient subscribing to one of your lists does NOT give you permission to transfer them to other lists or to send them content, even if it is through the same list, that differs from the content the Recipient subscribed to.

    Procedure for Handling Subpoenas

    To request from RegisterMyRace.com information about an RegisterMyRace.com customer in connection with a civil case, you must serve RegisterMyRace.com with a subpoena or court order that is valid and enforceable under North Carolina law, and must agree to RegisterMyRace.com's terms of compensation set forth herein. All civil subpoenas should be directed to the RegisterMyRace.com Legal Department. Generally, RegisterMyRace.com will not produce any information until approximately three weeks after its receipt of a valid subpoena or court order, unless a formal objection is filed by you or RegisterMyRace.com is legally required to do so. RegisterMyRace.com charges $100.00 per hour for research (plus additional fees if testimony or deposition is required), $0.25 per page and $22.00 to respond via Federal Express.

     


    How do Register My Race service fees work?

    It's simple. For every successful transaction using Register My Race, there's a small one-time service fee of only 2.7% plus $0.70. This is one of the lowest fees in the industry. In fact, if you find any lower competitor fee, even if it's a custom quote, we will beat it by 5%.

     

    How does the Lowest Fee Guarantee work?

    Like all good students, we've already done our homework, and Register My Race offers one of the lowest rates available. But, if you do happen to find a lower price from another race registration provider, even if it is a custom quote, we will beat it by 5% guaranteed.

    Why do we offer the Lowest Fee Guarantee?

    Great question. There are two important reasons why we offer this guarantee.

    First, we want to show you that we're willing to do what it takes to earn your business, because we know that once you use Register My Race, you'll fall in love with it, and will be the start of a great long-term relationship.

    Second, there are several unique, powerful features built-in to Register My Race to help you maximize your registrations, and we cringe at the thought of you missing out on those valuable features just to save a few cents with an inferior service. We'd rather take a cut and completely WOW you, than to never have the chance.

    To learn more about our fees and pricing visit our Pricing Page!


    Email Deliverability 101

    First and foremost, ask yourself this question: Am I sending the right message to the right person at the right time with the right frequency? Overall Email Deliverability is influenced by how your recipients interact with your messages. If your messages are opened in a timely manner, images are displayed, and links are clicked mail providers trust you as a valid sender. If messages pileup, remain unopened, or get marked as Spam mail providers won't be as comfortable placing your messages in the inbox.

    The second biggest factor in inbox delivery is content. It's very important to ensure your emails meet all CAN-SPAM requirements:

    http://business.ftc.gov/documents/bus61-can-spam-act-compliance-guide-business

    Next, all email providers look for Unsubscribe links in all emails. Even though it may not make sense for transactional mail, it can make the difference in messages arriving in the inbox or the Spam folder. Our Subscription Tracking App automatically inserts an Unsubscribe link into all your mails and maintain the Unsubscribe list.

    Maximum company visibility helps as well. Placing your company name in the Subject line of your emails and including your physical mailing address and phone number in your email footers helps mail providers recognize you as a legitimate company and sender of email.

    Finally there is an external service you can use to get an idea of how mail providers analyze your emails:

    http://isnotspam.com/

    You send emails to a capture address at this domain and they reply with a breakdown of all the positive negative factors of your emails. This helps you isolate and fix specific issues that may be sending you to the Spam folder rather than the inbox.

    On average 20% of legitimate emails never reach the inbox. For your business, that means lower customer satisfaction, lost customers and less revenue. RegisterMyRace.com offers world-class deliverability expertise to make sure your emails get delivered. RegisterMyRace.com handles ISP monitoring, DKIM, domain keys, SPF, feedback loops, whitelabeling, link customization and more. RegisterMyRace.com even offers unique IP addresses so that you can maintain complete control of your own email reputation.

    We are on the white-lists and have established a feedback loop with those major email service providers to monitor and quickly react to any complaints.

    We do all the heavy lifting so you don't have to. Here are just some of the things we do on your behalf to improve deliverability:

    - Reputation Monitoring

    - Return Path Certified Partner

    - Spam Filter Testing

    - ISP Monitoring

    - Domain Level Load Balancing

    - Delivery Optimization

    - ISP Deliverability Outreach

    - Bulk Sender Notification

    - Real Time Analytics Reporting

    - Open Tracking

    - Click Tracking

    - Unsubscribe, Bounce and Spam Tracking

    and so much more!


    How do the Merchant Account service fees work?

    Other registration sites force you to use their merchant account, holding and controlling your funds on their terms. Some even hold your funds for up to 30 days after the race.

    Register My Race is different.

    We believe that you should have your own merchant account and full control of your money, which is why we use Stripe. Stripe is a full-service merchant company that directly integrates into Register My Race, putting you in complete control of your finances from day one. And at just 2.9% + $0.30 per transaction, it offers an incredible low rate to boot. There are no setup fees, no monthly fees, no return fees, and you're instantly approved as part of your race registration process. It couldn't be easier.

    Getting instant access to your money is vital to putting on a great race. We make that possible. It's just one more reason why our client's love Register My Race.

    To learn more about our fees and pricing visit our Pricing Page!


    Does the Email/Text system include an opt-out/unsubscribe link?

    Every email sent through our Email system contains a mandatory unsubscribe link at the bottom of the message. A subscriber may simply remove their email address permanently from a list by clicking the link and selecting the "unsubscribe" function. Email addresses placed on your "Unsubscribed" list will no longer receive emails from the specific brand and list.

    Also for SMS messaging the subscriber can reply "Stop" to unsubscribe from receiving text messages. In each email by short code regulations and laws we must add directions in each message letting them know how to stop receiving text message.


    Can I see a fee example?

    Bill is putting on a half marathon in his home town for $50 per registrant. He uses Register My Race to process his transactions and help manage his event. His total Register My Race service fee + Stripe merchant fee is $3.80 per registrant. Bill decides to pass this fee on to the buyer, so each participant will pay $53.80 to run the race. Bill makes $50 per person.

     

    Register My Race - 2.7% plus $0.70 per transaction

    plus

    Merchant Fee - 2.9% + $0.30 per transaction

     

    To learn more about our fees and pricing visit our Pricing Page!


    How many Email and SMS subscribers can I have?

    You may have an Unlimited Number of Email and SMS subscribers.

    Text Alerts and email messages are a great way to engage your registrants before and after the race. You can use these features to remind them about packet pickup and race day, or to alert them of other races or even next years race.

    As a RMR client, you can send Unlimited Emails and Texts for up to one year to your registrants for an additional $0.25 per registrant (this will be automatically included in registration fees). This must be activated in your account.


    View More Questions

     
  • Live Chat

    Most Asked Questions
    RegisterMyRace.com Anti-Spam Policy

    Anti-Spam Policy

    We have a no tolerance spam policy. Your account will be immediately terminated if you send spam and you will be obligated to indemnify RegisterMyRace.com against any liabilities, costs and expenses it incurs as a result of such spam. Generally, spam is defined as unsolicited mass email to persons with whom you do not have a business relationship or have not requested (opted-in to) your mailing or messaging.


    This Anti-Spam Policy refers to both email and SMS messages sent from RegisterMyRace.com.


    RegisterMyRace.com has a no tolerance spam policy. Customer accounts will be terminated if they send unsolicited email messages. Please report any suspected abuse service@RegisterMyRace.com . ISPs and blacklists administrators may also contact us service@RegisterMyRace.com Please forward the complete email in question, including headers. If applicable, please also unsubscribe from the newsletter using the link at the bottom of the email if you no longer wish to receive emails from that sender. We will take the appropriate action against the sender of the email in question.


    ISP and Blacklist Administrator Relations

    RegisterMyRace.com has built relationships with many of the leading ISPs and blacklist administrators. These relationships usually involve the sharing of information regarding policies, practices and issues. If you are an ISP, mail administrator or blacklist owner and would like to get in touch with us, please email support (at) RegisterMyRace.com.


    For RegisterMyRace.com Customers

    Each RegisterMyRace.com customer accepts the RegisterMyRace.com terms of service prior to using the Services when purchase from RegisterMyRace.com or from a RegisterMyRace.com reseller. As part of its agreement, each customer must agree to only send permission-based emails. "Permission-based" means that all Recipients must have opted-in to receive communications from that customer.


    An opt-in can occur either via a sign-up form on a web site, at a point-of-sale sign-up form, or on a physical sign-up sheet. Any opt-in form should include a clear description of what will be sent and how often it will be sent. Purchased lists may not be used within the RegisterMyRace.com system, regardless of the source or permission status.


    As a customer of RegisterMyRace.com, you may not:

    harvest emails from web sitespurchase lists (whether they are opt-in or not)have a pre-checked field on your subscription formhave a subscription form that subscribes users to an unrelated listsend out unrelated offers or unrelated content to your newsletter listadd an email address into a list without the subscriber's permissionemail someone who has requested to be removed from your listutilize a list older than 6 months without reconfirming the Recipients' subscriptions
    You may:


    send out a regular newsletter to a recipient who has opted-in to receive it send out information and content to Recipients who have requested to receive content on that topic from your organization.


    Procedure for Handling Complaints

    We have a no tolerance spam policy. Your account will be immediately terminated if you send spam. Generally, spam is defined as unsolicited mass email to persons with whom you do not have a business relationship or who have not requested (opted-in to) your mailing. The Service may be used only by businesses and organizations in connection with their established list of permission-based opt-in email addresses. We provide the Services only to those who follow our strict anti-spam policy. If you use the Services to send out emails to addresses obtained in any way other than a subscriber opting-in to your list, you may incur a penalty equal to $100 (US) per substantiated incident (i.e. per email) or any greater amount that may be imposed under applicable state, federal or foreign regulations.


    To determine whether you have sent spam we will:

    review the content of the message in question review your subscriber list for patterns common to harvested lists review the spam complaint view the records to see when the subscriber was subscribed and their IP address


    Procedure for Handling False Positive Complaints

    We realize that it is possible for those who have subscribed to your mailings to have forgotten that they have subscribed. For this reason, we keep the IP address and date of subscription for all new Recipients. If we receive a complaint from a Recipient for which we have a record of their subscription, and the email sent to them contained the content they subscribed to, then we will notify such Recipient of the date and from which computer they subscribed from and provide a link for that Recipient to unsubscribe from your list.

    Upon this type of complaint, we will notify you of the complaint, explain the action taken, review your web site, and may suggest changes to the notifications or descriptions you provide when subscribers sign up for your lists.

    In the case that a subscriber who makes a complaint did not sign up through your site (i.e. was imported into the system) no IP record or date of subscription will be available. In this case, we will investigate the situation, look at the email in question, and if it is determined that you may be sending unsolicited commercial emails, we will immediately disable the sending function on your account and we will immediately contact you by email and/or phone. As soon as we hear from you and are able to verify that the subscriber was indeed an opt-in Recipient, we will remove the sending-block.

    Transfer of Recipients

    Please note that a Recipient subscribing to one of your lists does NOT give you permission to transfer them to other lists or to send them content, even if it is through the same list, that differs from the content the Recipient subscribed to.

    Procedure for Handling Subpoenas

    To request from RegisterMyRace.com information about an RegisterMyRace.com customer in connection with a civil case, you must serve RegisterMyRace.com with a subpoena or court order that is valid and enforceable under North Carolina law, and must agree to RegisterMyRace.com's terms of compensation set forth herein. All civil subpoenas should be directed to the RegisterMyRace.com Legal Department. Generally, RegisterMyRace.com will not produce any information until approximately three weeks after its receipt of a valid subpoena or court order, unless a formal objection is filed by you or RegisterMyRace.com is legally required to do so. RegisterMyRace.com charges $100.00 per hour for research (plus additional fees if testimony or deposition is required), $0.25 per page and $22.00 to respond via Federal Express.

     


    How do Register My Race service fees work?

    It's simple. For every successful transaction using Register My Race, there's a small one-time service fee of only 2.7% plus $0.70. This is one of the lowest fees in the industry. In fact, if you find any lower competitor fee, even if it's a custom quote, we will beat it by 5%.

     

    How does the Lowest Fee Guarantee work?

    Like all good students, we've already done our homework, and Register My Race offers one of the lowest rates available. But, if you do happen to find a lower price from another race registration provider, even if it is a custom quote, we will beat it by 5% guaranteed.

    Why do we offer the Lowest Fee Guarantee?

    Great question. There are two important reasons why we offer this guarantee.

    First, we want to show you that we're willing to do what it takes to earn your business, because we know that once you use Register My Race, you'll fall in love with it, and will be the start of a great long-term relationship.

    Second, there are several unique, powerful features built-in to Register My Race to help you maximize your registrations, and we cringe at the thought of you missing out on those valuable features just to save a few cents with an inferior service. We'd rather take a cut and completely WOW you, than to never have the chance.

    To learn more about our fees and pricing visit our Pricing Page!


    Email Deliverability 101

    First and foremost, ask yourself this question: Am I sending the right message to the right person at the right time with the right frequency? Overall Email Deliverability is influenced by how your recipients interact with your messages. If your messages are opened in a timely manner, images are displayed, and links are clicked mail providers trust you as a valid sender. If messages pileup, remain unopened, or get marked as Spam mail providers won't be as comfortable placing your messages in the inbox.

    The second biggest factor in inbox delivery is content. It's very important to ensure your emails meet all CAN-SPAM requirements:

    http://business.ftc.gov/documents/bus61-can-spam-act-compliance-guide-business

    Next, all email providers look for Unsubscribe links in all emails. Even though it may not make sense for transactional mail, it can make the difference in messages arriving in the inbox or the Spam folder. Our Subscription Tracking App automatically inserts an Unsubscribe link into all your mails and maintain the Unsubscribe list.

    Maximum company visibility helps as well. Placing your company name in the Subject line of your emails and including your physical mailing address and phone number in your email footers helps mail providers recognize you as a legitimate company and sender of email.

    Finally there is an external service you can use to get an idea of how mail providers analyze your emails:

    http://isnotspam.com/

    You send emails to a capture address at this domain and they reply with a breakdown of all the positive negative factors of your emails. This helps you isolate and fix specific issues that may be sending you to the Spam folder rather than the inbox.

    On average 20% of legitimate emails never reach the inbox. For your business, that means lower customer satisfaction, lost customers and less revenue. RegisterMyRace.com offers world-class deliverability expertise to make sure your emails get delivered. RegisterMyRace.com handles ISP monitoring, DKIM, domain keys, SPF, feedback loops, whitelabeling, link customization and more. RegisterMyRace.com even offers unique IP addresses so that you can maintain complete control of your own email reputation.

    We are on the white-lists and have established a feedback loop with those major email service providers to monitor and quickly react to any complaints.

    We do all the heavy lifting so you don't have to. Here are just some of the things we do on your behalf to improve deliverability:

    - Reputation Monitoring

    - Return Path Certified Partner

    - Spam Filter Testing

    - ISP Monitoring

    - Domain Level Load Balancing

    - Delivery Optimization

    - ISP Deliverability Outreach

    - Bulk Sender Notification

    - Real Time Analytics Reporting

    - Open Tracking

    - Click Tracking

    - Unsubscribe, Bounce and Spam Tracking

    and so much more!


    How do the Merchant Account service fees work?

    Other registration sites force you to use their merchant account, holding and controlling your funds on their terms. Some even hold your funds for up to 30 days after the race.

    Register My Race is different.

    We believe that you should have your own merchant account and full control of your money, which is why we use Stripe. Stripe is a full-service merchant company that directly integrates into Register My Race, putting you in complete control of your finances from day one. And at just 2.9% + $0.30 per transaction, it offers an incredible low rate to boot. There are no setup fees, no monthly fees, no return fees, and you're instantly approved as part of your race registration process. It couldn't be easier.

    Getting instant access to your money is vital to putting on a great race. We make that possible. It's just one more reason why our client's love Register My Race.

    To learn more about our fees and pricing visit our Pricing Page!


    Does the Email/Text system include an opt-out/unsubscribe link?

    Every email sent through our Email system contains a mandatory unsubscribe link at the bottom of the message. A subscriber may simply remove their email address permanently from a list by clicking the link and selecting the "unsubscribe" function. Email addresses placed on your "Unsubscribed" list will no longer receive emails from the specific brand and list.

    Also for SMS messaging the subscriber can reply "Stop" to unsubscribe from receiving text messages. In each email by short code regulations and laws we must add directions in each message letting them know how to stop receiving text message.


    Can I see a fee example?

    Bill is putting on a half marathon in his home town for $50 per registrant. He uses Register My Race to process his transactions and help manage his event. His total Register My Race service fee + Stripe merchant fee is $3.80 per registrant. Bill decides to pass this fee on to the buyer, so each participant will pay $53.80 to run the race. Bill makes $50 per person.

     

    Register My Race - 2.7% plus $0.70 per transaction

    plus

    Merchant Fee - 2.9% + $0.30 per transaction

     

    To learn more about our fees and pricing visit our Pricing Page!


    How many Email and SMS subscribers can I have?

    You may have an Unlimited Number of Email and SMS subscribers.

    Text Alerts and email messages are a great way to engage your registrants before and after the race. You can use these features to remind them about packet pickup and race day, or to alert them of other races or even next years race.

    As a RMR client, you can send Unlimited Emails and Texts for up to one year to your registrants for an additional $0.25 per registrant (this will be automatically included in registration fees). This must be activated in your account.


    View More Questions
  • Check Existing Ticket

    If you've already created a ticket and just need to check the status of that ticket, simply enter the email address you used to create the ticket below and click the button.

  • Click Here to Reset the Header

    You can customize the header by uploading two separate files.

    The background image and goes from the left side to the right side or the screen.

    The header image should contain your companies logo and anything else you wish to put on it. It will lay on top of the background image.

    The header image should be 1138 pixels wide and the same height as the background.
    Anything smaller than 1138 pixels will work as well (It centered across the top.)

    Below is an example of what your background image could look like:


    Below is an example of a header image. Note that it has a transparent background as it will lay on top of the background above (not required):


    Background Image:

    Header Image:

  • Edit Knowledge Base Articles


    Article Name Assigned Category Priority URL Hits T
    RegisterMyRace.com Anti-Spam PolicyEmail/Text System FAQ View5T
    Email Deliverability 101Email/Text System FAQ View10T
    Does the Email/Text system include an opt-out/unsubscribe link?Email/Text System FAQ View3T
    How many Email and SMS subscribers can I have?Email/Text System FAQ View5T
    How is Email and SMS Deliverability?Email/Text System FAQ View5T
    What is SMS?Email/Text System FAQ View4T
    Are my email and SMS subscribers information secure and backed up?Email/Text System FAQ View3T
    How many lists can I create?Email/Text System FAQ View5T
    Can I import and export subscribers?Email/Text System FAQ View6T
    Can I create Autoresponse Messages?Email/Text System FAQ View5T
    Does the Email/Text system work overseas (Canada, UK, AUS, Etc.)?Email/Text System FAQ View4T
    Why do all the text messages have a Stop message at the bottom?Email/Text System FAQ View2T
    What is considered spam?Email/Text System FAQ View2T
    Can I use my company logo in my HTML email campaigns?Email/Text System FAQ View2T
    How do Register My Race service fees work?Pricing/Fees View18T
    How do the Merchant Account service fees work?Pricing/Fees View13T
    Can I see a fee example?Pricing/Fees View11T
    How does the Lowest Fee Guarantee work?Pricing/Fees View4T
    Where does the money to feed & educate the kids go?Pricing/Fees View6T
    How do I get paid?Pricing/Fees View21T
    Do I have to accept Paypal or Checks?Pricing/Fees View5T
    How do refunds work?Refund Policy View27T
    Widget iFrame getting cut off or showing scroll barWidget Code View4T
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