imATHLETE
Frequently Asked Questions

Can't find your answers below? No problem. We're here to help: support@imATHLETE.com.

EVENT REGISTRATION + BILLING

Questions about the Registration Process

Questions after Registering

LOG-IN

PROFILE

OTHER MEMBERS + COMMUNITY

EVENT INFORMATION

GROUPS

  • What's an RSS FEED and where do I find one?

ADVERTISING + MARKETING

POLICIES

RACE DIRECTORS

Questions for USA Triathlon Sanctioned Events

MISCELLANEOUS






EVENT REGISTRATION + BILLING

It says MY EMAIL ADDRESS IS ALREADY TAKEN, how could that be?

Apparently at some point in the past you created an account on imATHLETE. You potentially did this while registering for another event. No problem though. To continue with registration, just follow one of these two steps:


Have the registration be associated with your profile (recommended)

  • Click the log-in link at the top right of the page
  • Log-in
  • Once logged in, you'll be able to complete registration without the "email address is taken" error

    - If you do not remember your password, click "log-in" on the top right of the page, then click "Forgot My Password".

    - A temporary password will be emailed

    - Log-in and complete registration


Register without the event associated with your profile

On the 2nd page of Registration (the "Participant Information" page), there is a checkbox that says "Create my imATHLETE account". Make sure that box is NOT checked. As long as that box is unchecked, you will not get the "email address is taken" error.

I would like to ASK A QUESTION ABOUT REGISTRATION

To ask imATHLETE a question about the registration process, follow these three simple steps:

  • Click the "My registrations" link on the navigation bar at the top of this page
  • Select "Ask a Question"
  • Fill in the "Questions and Comments" form

We will get back to you by the next business day after your question is sent. (Actually, we'll probably respond a heckuva lot sooner, ‘cause that's the way we roll, but to be safe let’s plan on it being one business day.)

I would like to ASK A QUESTION ABOUT AN EVENT OR CLUB

imATHLETE helps manage the registration and membership processes for clubs and event directors. We do not put on events nor do we run the clubs. We're not good at that stuff so we leave it to the experts. To ask a specific question about an event or club, contact the club or event organizer directly.


You may be able to find the appropriate contact information on the left-hand side of the specific "Event Overview" page on imATHLETE

  • Type the name of the event or club in the search bar at the top of this page
  • Click "Find it!"
  • Click the name of the relevant event/club. That will take you to the Event Overview page.

How do I use a DISCOUNT CODE?

There are two places to enter a discount code:

  • Review your Order page (right before the "Billing and Shipping Info" page)
  • Confirm your Order page (right after you enter your billing information)

Enter the code in the "Discount Code" box on the bottom right of the page and click the "Apply Code" button.


If you receive a message that a code is invalid, be sure to contact the person who sent the code to you. If you have any other trouble, contact the imATHLETE support crew:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

My DISCOUNT CODE DOESN'T WORK....Help!

First make sure that you entered the letters/numbers of the discount code correctly. Did you mistake an "O" for a "0" by any chance?


Secondly, make sure you entered the discount code in the appropriate place. There are two places to enter a discount code, both of which have a header that say "Discount Code." They are located on the bottom right side of the following pages:

  • Review your Order page (right before the "Billing and Shipping Info" page)
  • Confirm your Order page (right AFTER you enter your billing information)

If the code STILL does not work, be sure to contact the person who originally sent the code to you. If you have any other trouble, contact the imATHLETE support crew:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

How does a WAITLIST work?

If an event is sold-out, the wait list lets you sign up for a chance to participate in the event. Signing up for a Wait List does not guarantee you will get in the event. Wait lists may or may not be configured by an event director.

The terms for an event's Wait List will be printed at the bottom of the first screen of registration only if an event is filled to capacity and if a Wait List is available.

If you sign up on a Wait List, you will be notified if a slot in the race opens up for you. At that point you may be required to pay any outstanding registration fees to confirm your slot, if you had not already paid in full. If you do NOT get into an event, you will not receive a refund for the Wait List slot. imATHLETE does not offer refunds. Instead, you will receive a Gift Code from the event organizer that can be used to register for another one of their events. Please contact the event director for additional details.

I'm registering more than one person – should I choose TEAM OR INDIVIDUAL REGISTRATION?

There are two types of teams: Relay Teams and non-relay Teams (the latter is often just called a "Team")

A Relay Team is a group of participants that do NOT individually compete in the entire event. Rather, with Relay Team registrations, individuals divide participation in the event. For triathlons, relay teams may consist of 2 or 3 people in which they split up the swim/bike/run. For running events, relay teams may have the individual team members each running a separate piece of the overall distance. Relay teams will almost always include the word "Relay" during registration – though sometimes triathlons don't use the word "relay" in registration, in the vast majority of cases, triathlons only have individual or relay team options. With running events, on the other hand, it is only a relay team if they use the word "relay". Which leads us to....

A Team (non-relay) is normally just referred to as "team member", "team captain" or "team". In this instance, each participant completes the entire event themselves, but they associate themselves with a common team name. These teams are very common in running events.

If you are part of a team, but do not see a team registration and have not been instructed on how to register as a team, either contact the Race Organizer or select "Individual Registration" and you may have the option to add/select a team name there.

Have more questions? Contact us by clicking the "Participant" link on the top of the page and then the "Ask A Question" link.

I don't have a credit card. How can I MAIL MY PAYMENT to imATHLETE?

imATHLETE enables you to mail in a check or money order rather than use a credit card, mostly because we like you and want to make your life easier. In order to mail in your payment, make sure you check the box on the first page of registration that says "I would like to mail my payment in to I Am Athlete, LLC."


You will still need to complete the entire registration and check-out process but will not need to enter a credit card. You will need to print your receipt and send that, with full payment, to imATHLETE in order for your registration to be complete. You will not be confirmed for the event until your payment is received.


A few very important notes:

  • Offline payment registrations are accepted on a first-come basis and are NOT confirmed until payment is received and you receive an email from imATHLETE.
  • All imATHLETE service fees apply to offline payments; incorrect payments will be returned.
  • Payment must be postmarked by the date listed in the email you receive. This is the last date that the current fee is applicable.
  • If the event fills to capacity before your payment is received you will not be registered and your payment will be returned to you.
  • You must enclose a printout of the email you received with your payment.

The STATE DROPDOWN doesn't seem to be working. I can't select my State. Whatsup?

Sometimes certain web browser add-ins interfere with the State drop down. If you have Google Toolbar or Yahoo! Toolbar, make sure that the "auto-fill" functionality is disabled. That oughta fix it.

Alternatively, on the registration page you can change the country setting to something other than "United States," then change it back to "United States." That, too, should make the state list appear.

How can I EDIT MY REGISTRATION INFORMATION?

Editing your registration information is simple. Just follow these super-exciting steps:


If you ARE A MEMBER of imATHLETE and know your password:

  • Make sure you are logged in (click the "log-in" link on the top right of the page.)
  • Click "My Events" on the navigation bar
  • Select "Manage Registration" next to the event you want to edit

If you ARE NOT A MEMBER of imATHLETE or you just don't feel like logging in:

  • Click "My Registrations" on the navigation bar at the top of the page
  • Select "Edit Registration"
  • Enter the confirmation code for the registration and click "Submit"

    - Your confirmation code is on the receipt you received after registration

  • On the next page click the "Go" button next to "Edit registration details"

Important Note: Most event directors will disable the ability to modify registration details within a few days of the event.

How do I CHANGE MY REGISTRATION from an Individual to Relay Team or vice versa?

In the near future you will be able to complete this on your own (that is, if the event director allows such changes). In the meantime contact the imATHLETE support crew and we'll help you. To contact imATHLETE:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

How do I CANCEL MY REGISTRATION for a discount code?

If the event organizer allows you to cancel, then canceling your registration is incredibly easy with imATHLETE. Just be sure you want to cancel - in many instances you may not be able to reinstate your registration. Follow these steps to cancel your registration (and to find out if cancellations are even allowed!):


If you ARE A MEMBER of imATHLETE and know your password:

  • Make sure you are logged in (click the "log-in" link on the top right of the page.)
  • Click "My Events" on the navigation bar
  • Select "Manage Registration" next to the event you want to cancel
  • Click "Go" next to "Cancel registration for partial discount"

If you ARE NOT A MEMBER of imATHLETE or you just don't feel like logging in.

  • Click "My Registrations" link on the navigation bar at the top of the page
  • Select "Edit Registration"
  • Enter the confirmation code for the registration and click "Submit"

    - Your confirmation code is on the receipt you received after registration

  • On the next page click the "Go" button next to "Cancel registration"

Please note that some event organizers don't offer cancellation policies. And there are others who only let you cancel up to a certain date. The cancellation policy for the specific event you're talking about will be displayed prior to completing the cancellation process.

How do I CHANGE MY NAME OR BIRTHDATE on my registration?

To prevent transfers of registrations from one person to another, participants may not edit their NAME for a registration. For help, please either contact the race organizer or the friendly imATHLETE support staff and we will be happy to assist you.


If you want to fix your BIRTHDATE, well that's another story. You can do that yourself pretty easily. Just go here:

http://www.imATHLETE.com/events/EditReg/EditReg_EditRegistration.aspx


Enter your confirmation code (from your receipt) and click "Edit registration details".

You can edit your birthdate there!

Important Note: Most event directors will disable the ability to edit your registration within a few days or weeks of the event. If you still need to make a change, contact the race organizer.


Where can I find my CONFIRMATION CODE?

The Confirmation Code is printed on the receipt that got emailed to you after registering (be sure to check your spam folder if you are unable to locate your confirmation email).


If you are unable to locate your Confirmation Code AND you have an imATHLETE log-in, follow these steps:

  • Log-in to imATHLETE
  • Click the "My Events" link on the navigation bar
  • Click "manage registration" next to the relevant event
  • Click the "Go" button next to "Print Your Confirmation Receipt." Your confirmation code will be on your receipt.

If you do NOT have an imATHLETE log-in, contact us over here at imATHLETE and we'll be happy to email the confirmation code to you. Please note that for security reasons we must send this information to the same email address used during registration. To contact imATHLETE:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

How can I get a copy of my RECEIPT?

You can get a copy of your receipt from the nifty "Edit Registration" section of the imATHLETE website.


If you have an imATHLETE log-in, follow these steps:

  • Log-in to imATHLETE
  • Click the "My Events" link on the navigation bar
  • Click "manage registration" next to the relevant event
  • Click the "Go" button next to "Print Your Confirmation Receipt"

If you do NOT have an imATHLETE log-in, follow these steps:

  • Click on the "My Registrations" link on the navigation bar above
  • Select "Edit Registration"
  • Enter your Confirmation Code and click "Submit"
  • Click the "Go" button next to "Print Your Confirmation Receipt"

If you do not have your Confirmation Code, contact us and we'll help you. To contact imATHLETE:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

How do I SEE OTHER PARTICIPANTS who are registered for the event?

To view the participant list(s) for any event, search for and then click the event name. From the Event Overview page, click the Participants tab. You will see a list of participants. (HELPFUL HINT: If you are logged in to imATHLETE, you will also be able to view profiles and additional fun details.)

I purchased MERCHANDISE when I registered for an event. When will I receive my order?

imATHLETE does not send you any merchandise ourselves. Rather, once your order is placed, we forward it to the fine people who send it to you. Certain event-related merchandise purchases (e.g. meal tickets, extra t-shirts, etc.) will often be distributed at the event.

All other merchandise is usually shipped within 7-10 business days after your order was placed. We require our fulfillment partners to be very diligent in getting the merchandise to you quickly. If you do NOT get your merchandise within 2-3 weeks after the order, please contact imATHLETE and let us know. To contact imATHLETE:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

I purchased a USA TRIATHLON MEMBERSHIP while registering for an event. When will I receive my membership materials?

If you purchased an annual membership ($45.00 for adults or $15.00 for youth) you should have received an email with a temporary membership card immediately after you finalized your registration (if you don't see it, check your junk mail folder). You may print this temporary membership card and use it at any sanctioned event.

Your full membership packet will be sent from USA Triathlon within four to six weeks.

For additional details related to USAT membership contact USA Triathlon at membership@usatriathlon.org.

NOTE: if you purchased a one-day USA Triathlon license ($12 for adults,$10 for youth) to participate in an event, you will not receive a temporary membership card or any additional materials.

Why does it look like my CREDIT CARD got charged twice when I only registered once?

Whenever you click the "Submit Order" button to submit a purchase, your credit card company reserves the amount as a "pending" transaction. If your card was declined your credit card company will still keep these pending transactions active for a certain amount of time (anywhere from 15 minutes to 5 business days).

You will NOT be charged by imATHLETE if your card is declined.

Possible reasons for a declined card include:

  • You typed in your credit card number incorrectly
  • You typed in the wrong CVC / security code
  • Your billing address does not match the address on record for your credit card
  • Insufficient funds

If the pending transactions are not removed from your account within a few days, please contact your credit card company.

LOG-IN

I FORGOT MY PASSWORD, help!!

Resetting your password is a very simple process. Just follow these super-fun steps:

  • Click the "Log-In" link at the very top right of the page
  • Click "Forgot your password"
  • Enter your email address and an email will be sent to you with a temporary password
  • Log-in with the temporary password and you'll be prompted to create a new one.

PROFILE

I registered for an event and THE EVENT DOES NOT APPEAR on my profile. What do I do?

Contact imATHLETE and we will get this fixed for you. To contact imATHLETE:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

How do I ADD AN EVENT to my profile?

First of all, we encourage you to add your entire event history (and future events) to your profile. The more events you have there, the more people you can interact with. To add an event to your profile, follow these steps:

  • On the Events section of your profile page, click "Add Events To Your Profile"
  • Search for the event, then click the "Add To Profile" button
  • On the pop-up, select the date of the event, rate the event and add your finish time

    - If the date is not listed, add a new date on the bottom of the pop-up

  • Click the "Save" button. Ba-da-bing! It'll be added to your profile.

How do I add my BLOG to my profile?

Adding a blog to your profile is as simple as entering the RSS feed.

  • Click the "Edit Profile" link under your profile photo
  • On the Edit Profile page, you'll see a section for Blog RSS feed
  • Add the RSS feed URL for your blog and click save

Your blog should now show up on your profile page.

What's an RSS FEED and where do I find one?

An RSS Feed (or Really Simple Syndication Feed) is a URL that enables you to easily publish your blog posts in different locations. To find the RSS feed for your blog, go to your blog and follow these instructions:

  • Internet Explorer users: An orange RSS feed box will appear next to your browsers Home button when an RSS feed is available. Click the orange RSS feed box and a list of all RSS feeds for that web page will be displayed. Copy and paste any one of those RSS feed URL's into the blog text box of your imATHLETE Profile editor.
  • Firefox users: When on your blog page, right click anywhere on the page and select "View Page Info." On the Page Info pop-up, press the Feeds button. Copy and paste any one of the Feed URL's into the blog text box of your imATHLETE profile editor.

OTHER MEMBERS + COMMUNITY

Can I CONTACT OTHER imATHLETE MEMBERS?

You absolutely can contact other imATHLETE members! If they’re already your friend on imATHLETE, just click the "Inbox" link on the navigation bar above (you must be logged in) and you can email them.

Not friends with them yet? No problem. Just go to the "Friends" link on the navigation bar and search for people. When you find somebody you want to be friends with just click the "Add As Friend" button and you can request to be friends with them.

As a side note, you can also go to event participant lists and click "Add As Friend" under the names/photos of people you want to be friends with.

If I e-mail other imATHLETE members, will they SEE MY E-MAIL ADDRESS?

The answer to that one is no. All the emails are handled internally and your actual email address is not used at all. Privacy and security are very important to us at imATHLETE. The only time your email address will be shared is if you register for an event on imATHLETE. In that case, the event organizer will be able to access your email address.

How do I CREATE A PROFILE on imATHLETE?

To create an imATHLETE profile, go to www.imATHLETE.com and click the "Join imATHLETE" button. After filling out the sign-up information, you will be directed to Create A Profile.

You can always access your imATHLETE profile by clicking the "Profile" link on the navigation bar whenever you are logged in to the site. To update your profile, click the "Edit Profile" link under your profile photo. Add your blog, Add events to your profile, Add photos, make friends and a whole lot more coming!

How do I UPDATE MY PROFILE?

Just go to your profile page by clicking the "Profile" link on the navigation bar (note, you must be logged in to see it). To update your profile, click the "Edit Profile" link under your profile photo. Add your blog, Add events to your profile, Add photos, make friends, invite friends and more!

Will you be doing more with the imATHLETE COMMUNITY in the future?

We are continually enhancing the imATHLETE functionality and you should expect a lot more neat community features in the near future. Have an idea? Click the orange "Feedback" button on the very left side of the page and let us know your thoughts!

How do I receive the imATHLETE NEWSLETTER?

To receive the imATHLETE newsletter, make sure you are logged in to imATHLETE, then click the "settings" link on the top right of the site. Under the "communication" tab, check the "newsletter" box.

EVENT INFORMATION

How do I ADD A NEW EVENT to imATHLETE?

We are in the process of updating our Add New Event functionality which will make the process easier. In the meantime, if you can't find an event on imATHLETE, let us know and we will get it posted for you – usually within 24 hours.

Can I ADD or UPDATE INFORMATION on an event?

You absolutely can, you just need to be logged in. Go to the page where there is information you want to update. If you are logged in, you will see an "edit" link. Click the "edit" link, make your changes and then click "Save".

Please keep in mind that not only do we track all changes, but whenever you make a change it is posted on the live feed so people can see what has been updated. The point being, don't post inappropriate or inaccurate information. (Abusers will be banned from the site and, potentially, from participating in an event).

How do I CHANGE THE DATE of an event?

If an event is listed but you don't see the correct event date, you can still add the correct event date to your profile by following these steps:

  • Go to your profile
  • Click "Add events to my profile"
  • Search for the event and click the relevant "Add to Profile" button
  • On the bottom of the pop-up, type in the event date that is not listed and click "add date"
  • Enter your (expected) finish time and click "Save"
  • Ka-POW! The event will be added to your profile.

As for changing the date of an event without adding it to your profile, we are in the process of updating our Add New Event functionality which will make the process easier. In the meantime, if you an event date is incorrect, please let us know and we will get it updated immediately.

How do I remove or report INAPPROPRIATE INFORMATION?

There are two ways to do that. The first is to edit the information yourself. Go to the page where there is information you want to change and click the "Edit" link (you must be logged in to see that). Edit the information and click "Save."

Alternatively, you can click the "Report inappropriate content" link, if available, or contact us using the orange feedback link on the left side of the page and we will address the situation immediately.

Will you be ADDING OTHER SPORTS in the future?

The vision of imATHLETE is to be a comprehensive resource for all amateur athletic activities. If there is a sport you are involved with and want to be available on imATHLETE let us know (click the orange feedback bar on the left side of the page). We will be adding new sports regularly but, of course, will try to focus on the sports with the most requests.

GROUPS

What's an RSS FEED and where do I find one?

An RSS Feed (or Really Simple Syndication Feed) is a URL that enables you to easily publish your blog posts in different locations. To find the RSS feed for your blog, go to your blog and follow these instructions:

  • Internet Explorer users: An orange RSS feed box will appear next to your browsers Home button when an RSS feed is available. Click the orange RSS feed box and a list of all RSS feeds for that web page will be displayed. Copy and paste any one of those RSS feed URL's into the blog section of the Group page.
  • Firefox users: When on your blog page, right click anywhere on the page and select "View Page Info." On the Page Info pop-up, press the Feeds button. Copy and paste any one of the Feed URL's into the blog section of the group page.

ADVERTISING + MARKETING

Where do I find out ADVERTISING / SPONSORSHIP INFORMATION for imATHLETE?

To learn more about advertising on imATHLETE, please send an inquiry to info@imATHLETE.com


Who do I talk to about other MARKETING OR PRESS-RELATED opportunities?

Drop us a line at info@imATHLETE.com and we'll get back to you right away!

POLICIES

What is your PRIVACY POLICY?

You can find the imATHLETE privacy policy by clicking here. Suffice to say, we treasure your privacy and don't want to abuse that.


If I sign up for an imATHLETE account will you SEND ME SPAM? I have enough vi@gr@ e-mails already.

I think we've all received enough spam to last us a lifetime. imATHLETE will never add to that problem. We do not sell your email address. Period. The only information you will get from us is information approved by imATHLETE. When you sign up for your account, you can request to receive the imATHLETE newsletter. If you want to change your preferences, just click the "Settings" link on the top right of the page and update your communication preferences.


RACE DIRECTORS

Questions For USA Triathlon Sanctioned Events

Do I need to include the USAT WAIVER when I set up registration?

As a race director you DO NOT need to add the USAT waiver to your event registration. Once you indicate your event is USAT sanctioned, imATHLETE automatically adds the updated USAT waiver to your registration for you. It's done.


As if that's not enough, we date and time stamp every waiver signed and safely secure that waiver for at least seven years (if not longer). If you or USAT ever needs a signed waiver, we've got the information here for you.


Do I need to add QUESTIONS ABOUT USAT FEES to my registration?

You do NOT need to add any questions to your registration about USAT fees. By indicating that you are a USAT sanctioned race, imATHLETE automatically adds USAT questions to the bottom of your registration. All participants registering for your event will be required to answer the questions. USAT members will be required to put in their membership number. Non-members will be required to either purchase a one-day license or purchase an annual membership (adult or youth).


Do I need to ADD $12 TO MY ENTRY FEE to cover USAT fees?

Heck no. You do NOT need to add $12 to your entry fee to cover non-members of USAT. imATHLETE automatically collects the $12 fee from non-members without you having to deal with it. Isn't that nice?


I heard that imATHLETE sends the USAT FEES DIRECTLY TO USAT, is that true?

It is absolutely true. It's a service we offer USAT race directors for free. imATHLETE collects all of the USAT fees for you and we pay that money directly to USAT. On your semi-monthly reports you will see a line item indicating how much we've paid to USAT on your behalf.


How do I do my USAT POST-RACE ACCOUNTING?

imATHLETE makes your post-race accounting really really easy. Primarily because we do most of it for you.

  • From your Manage Account Dashboard click "View Reports" (under the top charts)
  • Go to the USAT Post Race Accounting section and click "Create New Report"
  • Select your event and fill out the report

You can then print out that report or export it and send in your payment to USAT!


How do I download USAT INFORMATION FROM MY PARTICIPANT LIST?

When you're looking at your participant details, click "Select Columns" and make sure all three USAT columns are checked when you download your data. Here's the low down on the info in the three columns:

  • USAT MEMBER: This indicates if someone was a member or not when they signed up
    - YES: you must double check their USAT card at packet pick-up.
    - NO: they either bought an annual membership or one-day license from imATHLETE. They've paid, there is no need for you to check their USAT status.
    - PENDING: you must double check their USAT card at packet pick-up
  • USAT STATUS: Indicates whether non-members purchased an annual membership or one-day license from imATHLETE
  • USAT MEMBERSHIP: Indicates participants USAT membership number.

MISCELLANEOUS

Why am I having TROUBLE VIEWING THE SITE?

There are two issues people have encountered when trying to view the imATHLETE website: browser or JavaScript.

Supported Browsers

The imATHLETE site supports the following browsers:

  • Internet Explorer 6.0 and higher (to upgrade IE, click here)
  • Firefox 3.0 and higher (to upgrade Firefox, click here)
  • Safari 3.0 and higher (to upgrade Safari, click here)

JavaScript and Cookies

Cookies and JavaScript must be enabled on your computer in order to use imATHLETE.

Click here to learn how to enable JavaScript

Click here to learn how to enable Cookies

How do I CONTACT imATHLETE?

Here's how:

  • Click the "My Registrations" link on the navigation bar above
  • Click "Ask A Question"

Isn't that fun?


Will you be adding MORE FUNCTIONALITY to the site in the future?

Heck yeah. In fact, we're enhancing the site on a regular basis. Almost weekly, if you can believe it. Have new ideas you'd like to see? Click the orange Feedback bar on the left side of any page and let us know!


How can I WIN TEN MILLION DOLLARS from imATHLETE?

First, give us eleven million dollars. Then we'll run a contest giving ten million dollars away to everybody who donates eleven million dollars to imATHLETE. See how easy that is?

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