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R.U.N. FAQ

Will I get charged for the text message?
Depending upon your carrier some charges may apply. Please check with your carrier for more information. Active.com does not charge any additional fees over and above what it costs you to receive messages to your device.
Can I sign up friends and family members to receive updates?
Yes, you can sign up as many friends and family members as you want. But each device (phone, pager, email address) must be individually opted-in. We send a confirmation code to each device with instructions on how to opt-in. Only after the device is opted-in/confirmed, will it receive alerts on the day of the event.
What if I sign someone up to receive email update that is not near a computer?
Email updates will not be sent unless that person has responded with the confirmation code sent to them via email.
How does someone opt-in a device?
There are 3 ways to opt-in:
  • Directly respond from the device (e.g. phone, email).
  • Visit the link on the web sent to the device.
  • Call our toll-free customer support: 877-228-4881 (you must have the confirmation code)

Can I track more than one athlete?
Yes! After you select your first runner you have the ability to select additional athletes to track.
What is a Confirmation Code?
This is an alpha numeric code that is sent to you in order to complete the sign up process. (For example, 4EF.)
What happens if I don't enter my confirmation code?
Updates will not be sent if the confirmation process is not completed.
How do I find my login information?
If you do not remember your login information, just enter your email address and a password anyway. We will search for that account. If we don't see one, we will create one for you.
Will my information be shared and is this site secure?
Active.com uses a variety of security measures to maintain the safety of our personal information. All personal information collected on Active.com is stored in a secure operating environment that is not available to the public. If you would like additional information, please read our privacy statement on www.active.com.
What are split times?
A split is the time it takes for a runner to complete a given distance. Split times are captured when a runner runs over timing mats which are located at various points along the course. A runner's split times are delivered as soon as possible via text messaging, email or pager. All split times (including the finish time) are UNOFFICIAL. Check the event web site to find out how and when official race results will be provided..
What split times will I receive?
Provided you choose to receive the splits, as well as the finish time, you will receive alerts when your athlete(s) cross the following distances:
How long does it take to get an alert?
Alerts are sent almost immediately upon an athlete crossing a timing mat. There can be delays however, depending on the systems involved. Alerts move through multiple phone and computer systems before reaching you. Delays in any of these systems will delay your alerts.
Does this service work for international numbers? The text messaging service is limited to the mobile carriers that appear in the drop-down on the sign-up page. If your carrier is on the list, then whether it will deliver internationally will be a function of your individual plan.

If your carrier is not in the list, you still may be able to deliver a message to your phone via SMTP. Check with your carrier for details about this option.

We also have detailed instructions for most carriers.

How do I get more help?
For more support, email us at support@active.com or call toll-free: 877-228-4881.