Troubleshooting & Support

Login Issues

I keep getting asked to validate my device

This happens when your browser doesn’t accept cookies. Two solutions:

• Enable cookies for racery.com in your browser settings
• Set up a passcode in Settings so you can log in without email validation (see Login & Passcode)

The site says I’m not registered

You may be entering a different email address than the one you registered with. Check the “To” field of any Racery emails you’ve received to find the correct address.

If you’re sure the email is correct, contact team@racery.com with your name and email address. Sometimes email addresses get mistyped during registration.

Email Problems

Not receiving Racery emails?

Try these steps in order:

1. Check your spam folder and other email folders — Racery emails sometimes end up there
2. Check the right account — make sure you’re looking at the email address you registered with
3. Corporate/university email — some organizations block emails from unknown senders, including Racery. Consider switching to a personal email address

Daily reminder emails stopped

If you don’t open a specific Racery email type for 7 days, Racery auto-unsubscribes you and sends a follow-up asking if you’d like to stay subscribed. Search for “We’ve unsubscribed you” in your inbox and click YES to reinstate.

How to opt back in to all emails

Email team@racery.com and the team can show you exactly which email types you’re currently opted into and help re-enable any you want back.

Registration Issues

Someone already has my nickname

Like Twitter or Instagram, each Racery nickname is unique. Try adding a number at the end or a creative spelling variation.

I forgot my race URL

Log in at racery.com, click your avatar (top right), and you’ll see a list of your active races. You can also search your email for the Welcome Email from when you registered.

My company’s race starts in weeks — will I get a reminder?

Yes! Racery sends an email two days before your race begins with the subject line “Just two days until the start of [race name]!”

Bibs & Digital Items

Where’s my bib?

Not all races include digital bibs. Check your Welcome Email (search for “Your bib and next steps”). If your race includes a bib, it will be there.

You can also find your bib on your bio page: click your avatar → My Bio, or visit racery.com/yournickname.

My bib number changed

Racery adjusts bib numbers to reflect the actual number of racers. If someone drops out, higher bib numbers shift down by one. Bib backgrounds may also change if the race sponsor updates them.

My award looks different from a friend’s

Awards differ based on finishing position. Top-50% finishers see their rank out of total competitors. Bottom-50% finishers see their total miles.

Payments & Credit Cards

What payment processor does Racery use?

Racery uses Stripe, which also processes payments for companies like Target and Uber. Stripe’s security means Racery never stores or accesses your credit card information.

Charity donations

Racery keeps 0% of charitable donations. Stripe charges 2.9% + $0.30 per transaction for credit card processing. Racery funds its operations through racer entry fees, not donations.

Refunds

Refund policy

Refunds are permitted within 2 business days of the race’s start date. Refunds after that period are considered on a case-by-case basis. If you haven’t logged any miles, Racery is generally happy to issue a refund.

How to request a refund

Email team@racery.com with your name, email, and race name.

How long do refunds take?

Depending on your bank, it may take 5–10 business days for the refund to appear in your account.

My colleague used a free coupon — can I get a refund?

If your company or charity purchased free coupons for staff, yes! Email team@racery.com to arrange the refund.

Getting Help

Can’t find the answer you need? The Racery support team is happy to help:

• Email: team@racery.com

When reaching out, include your name, email address, and the name of your race so the team can help you quickly.