I recieved an error message when I tried to claim my profile

"Sorry, the email you entered does not match the participant's registration email."

The email with which you registered for the event, must match the email you use to create your account, and claim your profile. If you received the above error message, please check your email address. If the address is correct, there may have been a typo in the email during your registration, causing your email to be invalid. In this case, please contact the event to correct your registration information.

On Race Day:

1. Plan to Carry Your Phone: Participants must carry their phone during their event.
2. You should plan to run with a fully charged phone. Battery drain whilst isn't significant, can differ depending on the age of the phone and various other factors.
3. Open the SportSplits Tracker application
4. Select the race from race list
5. Click on your profile, located at the top (see Tracker Guide for detailed instructions)
6. If you do not see your profile at the top, visit Tracker Guide
7. Once profile is selected, click “START RACE” button

Can I run/ride indoors?

No. The SportSplits Tracker utilises GPS technology to ensure the distance. You must run with your phone on, the SportSplits Tracker open and you must complete the entire course distance.

Will my phone's battery last the duration of the race?

• Follow your manufacturer's recommendations for preserving battery life; however do not turn off the location services settings
• Close any unnecessary apps while doing your Remote Race with the SportSplits mobile app

What if I do not press the start button for my race?

If you do not press the "Start" button, your race tracking will not begin and your times will not be recorded.

I WANT TO PRACTICE. HOW DOES THAT WORK?

Practice mode is available for registered participants, from the time their profile is claimed, until the start of the event. Practice mode allows you to practice with the application and the claim process

I OPENED THE APP ON RACE DAY, AND THERE IS A COUNTDOWN CLOCK, BUT NO START BUTTON

Leading up to race day, you will see a countdown timer, telling you how many days-hours-min until the race begins. Once the race begins, you will see a green start button

The Race is saying 'Starting has closed', what should I do?

The race has set a pre-defined time period where remote racers were eligible to start. Unfortunatly, you have missed the cut-off for starting the race.

We need time to process results, present awards (if any) and do some behind the scenes administration, therefore we cannot have an unlimited amount of time for athletes to start the race. If you believe you are seeing this message in error, please Contact Us

iPhones - what settings do I need?

Your phone's location services must be enabled, follow these steps:

1. Go to Settings > Privacy > Location Services.
2. Make sure that Location Services is on.
3. Scroll down to find the app: SportSplits Tracker
4. Tap the app and select an option: (example here)
1. Choose "While Using the App"
2. Enable "Motion & Fitness"
3. Enable "Precise location" (iOS 14+)

1. Leave WIFI and Bluetooth ON during your activity.
2. Make sure your phone is not running in "Low Power Mode" (you'll see a yellow battery light when this is happening). You can specifically disable it Settings->Battery: (example here)
3. Make sure your permissions are setup as follows. Go to Settings, scroll down to the app: City2Surf Virtual Run and compare the settings to this screenshot. Specifically, make sure to enable Location (While Using) and Motion and Fitness. (example here) For iOS 14+, "Precise location" must be enabled too.

Android - what settings do I need?

When Battery Optimization is enabled, Android may restrict Location services and your GPS tracking information may be lost. For tracking to work properly on Android, you should disable any battery optimization settings including Power Saving Mode, Battery Management, Optimization or any third-party battery saver apps.

First, please check that your location settings are set to High accuracy in Settings > Connections > Location > Locating method > High accuracy.

Then, please follow these tips for your specific device:
Samsung: Settings > Apps > choose the menu in the upper right-hand > Special access > Optimize battery usage > All apps > Toggle OFF for SportSplits Tracker.
LG: Settings > Battery & power saving > Battery usage > Ignore optimizations > turn ON for SportSplits Tracker.
Motorola: Settings > Battery > choose the menu in the upper right > Battery optimization > Not optimized > All Apps > SportSplits Tracker > Don't Optimize.
HTC: Settings > Power > Battery optimization > Not optimized > All apps > SportSplits Tracker > Don't optimize > Done.
Sony: Settings > Battery > choose the menu in the upper right > Battery optimization > Apps > SportSplits Tracker.

Huawei:

1. Huawei P20, Huawei P20 Lite, Huawei Mate 10
   Phone settings > Battery > App launch and then set SportSplits Tracker app to "Manage manually" and make sure everything is turned on.
2. Turn Energy Settings to Normal and add SportSplits Tracker to "Protected Apps."
3. Settings > Apps > Advanced > Ignore optimizations > Allowed > All apps > SportSplits Tracker > Allow.
4. Huawei P9 Plus: Phone settings > Apps > Settings > Special access > Ignore battery optimization > select allow for SportSplits Tracker

1. Settings > Additional Settings > Battery & performance > Manage apps battery usage > apps > SportSplits Tracker.
2. Settings > Additional Settings > Privacy > Location > ensure you are using High Accuracy for Location Mode and allowing location access.

PLEASE NOTE: Some Androids may still experience issues due to manufacturer defects even when all settings are correct. The following article lists devices that are known to be problematic: https://dontkillmyapp.com/