Troubleshooting Tips

This article lists tips which might be helpful when troubleshooting questions from participants of your event.

Most answers will link to articles with more in depth answers. This article focuses on the high-level overview.

Join Event Questions

Q: How can I enter my result?

Reply with two options: send the invite link to join using an account (and connected fitness devices) and send the QuickEntry link to enter a result without the need for an account. Both links can be quickly copied from the Registration page in the Event Manager.

Q: I can't find the invite email, can you please send it again?

The email most likely ended in the spam/junk folder. Ask the user to look there first.

Open the Registrations screen and click the email icon to resend the email. Or click the Copy icon to copy the link to your clipboard and send that link over to the user by responding to their question. Sending the link as a reply to the support question ensures it doesn't end up in a spam/junk folder again.

Q: Can me and my family members join with the same email address?

Yes, the system will send out invite emails based on verification codes. When multiple registrations share the same email address they will receive multiple invite emails. One for each registration code.

Our general advise it to use QuickEntry for families with kids where the parents might have a connected device but the kids only want to do manual entry.

Account Questions

Q: Can I log an activity without an account?

Yes, use the QuickEntry feature.

Q: The system asks to enter the distance in kilometers, where can I change this to miles?

You can change this from the Edit Profile screen. The system tries to guess the preference based on the country from where they register and tries to select the best matching unit type. Sometimes, however, the country information cannot be retrieved and the system uses the metric system by default.

Device Questions

Please see the device troubleshooting tips in the App section first.

Q: Can I change the distance/time of a synced activity?

No, see this FAQ for the reasons. Advise is to delete the activity and add a manual activity instead to compensate when needed.

Result / Activity Questions

First step is to open the users' details from the Users view in the back end. This screen provides a full overview of the users' activities, results and connected devices.

Also read the article on the differences between a result and an activity.

Q: Can you add my activity, please?

Send the QuickEntry link back and kindly ask the participant to enter their result themselves.

Q: Why does my activity not count towards my result?

There are some common reasons:

1. The activity does not meet the event configuration. E.g. wrong date/time, unsupported activity type or invalid speed/pace. Some of these can be overwritten with manual approval.
2. The user hasn't actually joined the event yet: check if the user is visible on the Users screen and whether it contains his activity.
3. The user has accidentally created a second profile and is adding the activity in a different profile than the one which was connected with the event. Easiest solution: disconnect the empty profile from the User screen and send the join link again. Make sure to select the 'delete results as well' option when you disconnect the user.

4. Somehow the system didn't correctly process the data. You can Reprocess the data to fix this easily.

   

Q: How can I delete an activity?

Use the Delete option from your profile. Admins can delete manual and quick entries from the Users screen.

Q: Can I log an activity without an account?

Use the Edit/Delete option from your profile. Admins can also make changes from the Users screen.

Q: Can you sync data from the last X days from my connected device?

Open the users' details popup and click the connected device name. Enter the number of days and wait a few minutes for the system to load all past data.