Help Center

Frequently Asked Question

Q: Why don’t I see my event on the RaceSafe smartphone app?

Races usually use an event- specific sign in link found in an email.   Please check your event’s recruitment email, and look for an event/day sign up button or link. It will get you into the event specific sign up page. If you have not received an email or are having difficulties, please contact  support@iracesafe.com. Otherwise please visit the Sign In Issues section below.

Q: I see a spinning circle and nothing else happens, why doesn’t the Athlete Medical Record load?

Check if Your cell phone connection is weak. If you're in an area of low cell reception, try using Wi-Fi or moving around. There may be too many people in your area making phone calls. (Sorry, we can’t control this ).  RaceSafe works best with a cellular connection but can work with hotspots and local wifi networks. (Your race may provide alternative solutions)

Q: How do I download with my smartphone?

Go to the Apple App Store or Google Play Store on your smartphone and download the RaceSafe app (By SPORTZPEAK, Inc.). See our logo below ! Be sure not to accidentally download the h20 app. If you don't see your event listed, check the FAQ section at the top of this page.

 

Sign in Issues

Q: I downloaded the mobile app, why I can’t log in?

Please make sure you’re using the correct email and password that was used when creating your account.  If you’re not sure about your password, you can reset your password https://www.iracesafe.com/forgot-password)   Don’t forget, in order to login, you must create an account using an event specific link provided by your event organizer (See Why don’t I see my event on the RaceSafe smartphone app). If you still have problems, please send an email to support@iracesafe.com.

Q: What were the password requirements?

Check your email and password for spelling or errors. Your password and username should be a combination of at least 8 characters and numbers including a capital letter, a lower case letter and a number.  Special characters are allowed except hashtags. Note your username is usually your email. If you have forgotten your password you can reset here (https://www.iracesafe.com/forgot-password)

Q: Why is nothing happening when I enter my username/email and password? (wheel is turning)

Your cell phone connection may be weak. Check your reception signal bars. Sometimes, there may be too many people in your area making phone calls. Try to find an area with more signal or use Wi-Fi.

Q: Why can’t I sign in after I made an account?

Have you verified your account ? Check your email for a verification link. You need to click on the link to activated your account. After you click on the link you should be able to log in. This is to make sure your account is secure! Be sure to check your spam/junk folder. Still not there ? Use https://www.iracesafe.com/forgot-password) to reset your password and resend the link.

Document Care

Q: When should I document care?

You should document care anytime you are providing care or providing medical advice to a participant.

Q: When should I use minor assistance?

You should use mine or assistance when you are interacting with an athlete but it is a quick and counter where you don't really need to even check their medical information to provide care. This is often giving somebody a bag of ice or Vaseline or something simple. It is something that the athlete ends up doing themselves.

Q: How should document Medical/MSK data?

You should try to document your actions in real time when they occur. Your actions are time stamped and displayed in chronological order so you can follow how the participants signs and symptoms are evolving.

Q: Can I take care of more than one participant at a time?

It's possible to take care of multiple people at the same time. You can have several active events open, as often times you will be taking care of more than one athlete. Click on the menu at the top right. Then select “Your Active Events” and click on the event you want to resolve.

Q: Why am I not able to proceed through the registration and training process?

If you work at a hospital or clinic, certain network restrictions may be interfering with the layout of the website and you cannot see the buttons at the bottom of the page. Similarly, older version of Internet Explorer cause layout issues. Please try using a different network or browser if you can’t figure out how to proceed.

Choosing your event

Q: Why is my screen blank when I’m on the “Choose a Race” App page?

Sounds like you may not be signed up for this specific event. Races usually use an event- specific sign in link found in an email.   Please check your event’s recruitment email, and look for an event/day sign up button or link in that email. It will get you into the event specific sign up page. If you have not received an email or are having difficulties, please contact  support@iracesafe.com. Otherwise please visit the Sign In Issues section below.

Q: Why is nothing happening after I select an event? The wheel just keeps turning

First, check your Wi-Fi settings. Go to settings and check your Wi-Fi connection. You could turn it off if it's not available. Make sure you're not connected to a Wi-Fi network that is not available. On the phone, it's better to use your cellular data.

Secondly, your cell phone connection may be weak. Check your reception signal bars.  Sometimes, there may be too many people in your area making phone calls. Try to find an area with more signal or use Wi-Fi. (Sorry this is in not our fault :).

Participant / Athlete

Q: I signed up at iracesafe.com but cannot see the event I’m interested in

Many events have a specific sign up emails or links that are specific to the event.

If you can’t sign up at all from the landing page or haven’t made an account yet this is probably because, in order to avoid sign up problems, the race has selected to use race-specific landing pages.

Please check your emails or contact your medical team liaison to get information for sign up. If you need to create a user account then on click this hyperlink to create an account.

RaceSafe on your smartphone

Q: Why is my password or username not working?

Check your email and password for spelling or errors. Your password and username should not include any hashtag signs. Note your email is usually your username.

Q: Why is nothing happening when I enter my username/email and password? (wheel is turning)

Your cell phone connection may be weak. Check your reception signal bars.  Sometimes, there may be too many people in your area making phone calls.  Try to find an area with more signal or use Wi-Fi (Sorry this is not our fault!).

Q: I see RaceSafe and RaceSafe H20 on the app stores. Which one?

Download the RaceSafe app (Blue Icon with running/mountain logo). NOT RaceSafe H20.

Signing into www.iracesafe.com on your computer

Q: I am creating my profile on the computer and can’t see many of the boxes properly?

Check your browser. www.iracesafe.com is not compatible with old versions of the Microsoft Internet explorer which is often found at many hospital or company browsers.  Please try Google Chrome, Firefox, or Safari on the same or different computer like your personal laptop.  You can also sign up easily on your smartphone by downloading the RaceSafe App from the Apple App store or Google Play.

Medical Team

Q: I signed up at iracesafe.com but cannot see the event I’m interested in.

Many events have a specific sign up emails or links that are specific to the event.

If you can’t sign up at all from the landing page or haven’t made an account yet this is probably because, in order to avoid sign up problems, the race has selected to use race-specific landing pages.

Please check your emails or contact your medical team liaison to get information for sign up. If you need to create a user account then on click this hyperlink to create an account.

If you are still having problems, please contact support@sportzpeak.com