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Coolrunning.com Support

Browse our Frequently Asked Questions to find answers to common questions.

Participants

How can I get support for the Couch to 5K ® mobile app?
To get support for the Couch to 5K ® mobile app, please contact our Mobile Support team at mobilesupport@activenetwork.com.

Can I print and distribute the Couch to 5K ® Running Plan?
Yes, provided that you do not sell it, you can print and distribute the Couch to 5K ® Running Plan. There is a "printer friendly" version of the page available here.

Please note that you may not re-post any of the training plan, the Couch to 5K ® logo, or any other content from Coolrunning.com on your website or promotional materials without the express written consent of Active Network, LLC.

How can I get help with the discussion forums?
If you need any assistance with the Active.com discussion forums, please go to Active.com Help & Support.

I have a question about an event. How can I contact the event staff?
If you have any questions or comments about an event, please contact the event (Event directors manage the events; Cool Running only provides the place to post them). You'll be able to find an event's contact info on their calendar listing.

I don't see an event on your calendar. When will it be posted?
It is up to the individual event to post their race on our calendar. Unfortunately, if an event isn't posted yet, we don't have any additional info. However, please check back soon as more events are added to our calendar every day!

How can I get my race results fixed or removed?
Race results are added to our website by the individual events or timing companies. Cool Running only provides a place to post them and does not manage the results.

If your race results are incorrect and need to be fixed or you'd like your information removed for privacy concerns, please contact the timing company. They will be able to edit or remove your results and answer any other questions or concerns you have about your results. Their contact info is typically included at the top of the results.

If their contact info is not listed, please email us and include the url/link to the results and the participant (your name) that you want removed/edited.

When will my race results be posted?
Event directors and timers manage the publication of race results. Coolrunning.com only provides the place to post them. To search race results posted on Coolrunning.com, please go to our Find Results page. If an event still hasn't posted their results within a few days of the event, you can try contacting the race director to request that they post their results on Coolrunning.com.

I have a question about my training. Can you help?
Because of the volume of requests we receive, we regret that we cannot respond to individual training questions. You'll discover, however, that our online community is both knowledgeable and supportive. Try posting your question in the Active.com online discussion forums.

How can I create an Active.com account?
To create an Active.com account, go to Active.com

How can I get help with Active.com Online Registration?
For assistance with registering for an event on Active.com, please go to Active.com Help & Support.

Event Organizers

How can I post an event on your calendar?
Our event calendar is now powered by Active.com, specifically the Active.com Activity Widget. Because the widget displays events from the Active.com database, there is no need to resubmit your race if it is already on Active.com. On the other hand, if your event does not have an Active.com listing, then it won’t show on Coolrunning.com either.

If your event is not listed on Active.com, head over to ACTIVE Works® to talk to someone about posting your event on Active.com. You can also visit the ACTIVE Works Endurance Help Center for answers to common questions and tutorials about setting up your event on your own.

How can I edit an event that is displayed on calendar?
To edit an event that appears on Active.com and Coolrunning.com, you'll need to log into your ACTIVE account to manage your event. Modifying your event there will update the information displayed on Active.com and Coolrunning.com. Visit the ACTIVE Works Endurance Help Center for further assistance.

How can I create a Results Loader account?
If you are a Race Director or Timing Company and would like to post results on Coolrunning.com, please click here to complete the registration form. After validation, your account will be setup and a confirmation message will be emailed to you (typically within 1-2 business days). Note that our Results and Calendar systems are not the same, so if you have not previously uploaded results, you will need to create a new account.

I don't remember the password for my Results Loader account. How can I get a new one?
Send us an email and be sure to note either the email address associated with the account you want to reset the password for, or the account name. We'll then send you a new password.

Can you help me post my results?
If you are having trouble using the results loader, please view "How to use the Results Loader" for detailed instructions.

How can I edit results that I've already posted?
Only races results submitted in the past 28 days can be edited by the timing company or event that posted the results. If you posted results and need to edit them, please view "How to use the Results Editor" for additional instructions.

If you need to replace a set of results older than 28 days, please email us your request and include: the url to the results, a description of which file(s) you want updated, and of course the revised files themselves.

What event promotion options do you offer?
Our Race Directors section has details of the race promotion options we offer, as well as various articles that can help you get your race started.

If you have any questions or would like to start promoting your event, contact us by email with your question or comment and our sales rep will get back to you shortly.

Do you have any resources available for new event directors?
We have many resources available for both new and experienced race directors. Please visit our Road Race Promotion section for more information on the free and paid services we offer.

There are also many Race Director Resources available on ActiveEndurance.com, including Guides, Webinars and more!

If you would like additional information on our advertising options or would like to get started promoting your event on Coolrunning.com, please send us an email.

How can I setup Active.com online registration for my event?
To setup Active.com Online Registration or for more information on the service, go to activeendurance.com/solutions


Still can't find the answer to your question or have an issue to report?
Send us an email and we'll get back to you shortly.



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