QUESTIONS -ANSWERS

Detailed articles and instructions for how to use our products and services.

SIGN-UP/LOG IN

1. HOW CAN I LOG IN TO MY ACCOUNT?

Step 1: Click on the button " Login" on the right top of the page vietrace365.vn

Step 2: Choose one of there ways to log in (login with Facebook, Login with Gooogle, or login directly with your Full name and password)

  1. Click on “ Login with Facebook”

Fill out the form with the personal information required (in case your Facebook is running, your account will be logged in automatically, just need to click on “ Login” )

  1. Click on “ Login with Google”: it requires the email you use to log in
  2. Login with User Name and password: Enter your Full Name and password to log in

Step 3: Once you log in successfully, your avatar will be displayed on the upper right corner of the page, click on the avatar to show your profile page, and then click on the pencil icon to view and update your personal information.

If you need to log out, click on the arrow icon

 2. CAN I CHANGE MY EMAIL ON VIETRACE365 ACCOUNT?

-Log in to your account by clicking on the button Login on the page Vietrace365.vn

- Access your profile page on Vietrace365.vn by clicking on your avatar on the upper right corner of this page

- Click on the pencil icon > profile info > Look for the field “ Email" to edit it > Update

3. CAN I LOG IN WITH FACEBOOK OR GOOGLE?

Yes, you can.  There are three ways to log in to your account

  • Login with Facebook
  • Login with google
  • Direct Login with full name and password

AFter logging in to your account, remember to fill out your information form and keep in mind which way you used to log in to your account to avoid creating a duplicate account.

4. HOW TO KNOW IF I REGISTER A RACE SUCCESSFULLY?

  • After our payment, a confirmation order email from vietrace365 will be sent to your email. (yahoo users will not receive this automatic email, so please use your in sign-up/login process )
  • Or you can see your status of your order on your profile page. On your profile page, click on the button " order" to races you registered, if its status is paid, it means your race is activated.

5. HOW TO TAKE PART IN ONLINE RACES ON VIETRACE365.VN?

Step 1: Download Strava app to your phone and sign up for an account

Step 2: Sign up for an account on Vietrace365.vn

Step 3: Sync Strava account to your account on Vietrace365

Step 4: Register an account

Step 5: Use Strava app to record your activities.

 

SYNC  AND RECORD

1. HOW CAN I SYNC MY ACCOUNT ON VIETRACE365.VN TO MY STRAVA ACCOUNT?

If you already have an Strava account, follow the steps below to sync your activities

Step 1: Navigate to your profile page on vietrace365.vn

Step 2: Click on the logo of Strava under your name

Step 3: You will be asked to authorize Vietrace to connect to Strav<click on “Authorize” to sync

2. HOW MANY VIETRACE ACCOUNT ARE ALLOWED TO SYN TO A STRAVA ACCOUNT?

ONLY ONE Vietrace account can sync to a Strava account at a moment. You can not synchronize more than one Strava account to a Vietrace account.

 

REGISTRATION 

1. HOW CAN I REGISTER A RACE FOR A GROUP OF PEOPLE?

 In this case, please contact our admins to be supported

2. CAN I CHOOSE A BIB MYSELF?

Yes, you can. Vietrace allows you to choose a BIB yourself.  In the registration process, you can enter your BIB in the form. However it depends on different races we allow you to choose your BIB or not, and the fee is 5.000VND -10.000 VND.

3. CAN I HAVE MY MEDAL WITH MY NAME ENGRAVED ON?

Depend on the race you registered, your name can be engraved on your medal or not. If yes, you just have to tick on the button " engrave name on medal" in the registration process and enter your name.

4. MY CLUB DOES NOT EXIST ON VIETRACE365, WHAT CAN I DO?

In this case, you can add your club to the registration form , please contact us. We can support you to create your club and then add you to the club.

 

YOUR PROFILE

 1. HOW CAN I UPDATE MY PROFILE ?

Step 1: Log in to your account on Vietrace365.vn if you already have one, or sign up for an account, then log in.

Step 2: Click on the pencil icon to update your personal information including profile info and connected applications.

Step 3: You click on the section you would like to update and fill out the form

Step 4: Click on the button ‘ Update’ to save your changes

2. HOW CAN I RECOVERY MY PASSWORD?

Solution 1:

Step 1: Access the website at https://vietrace365.vn

Step 2: Click on “ Login" at the upper right corner of the login page. Click on " Forgot your  password?

Step 3: Enter your email in the box and click on " recovery

Step 4: Check your email box, you will receive an email with instructions and a link to  a page where you will be asked to enter a new password automatically

Step 5:  Click on the link and enter your new password

Solution 2:

Step 1: Access the website at https://vietrace365.vn

Step 2: Click on " Login" at the upper right corner of the page

Step 3: Click on “ Login with google

Step 4: Enter your email address which you use to sign up

  

 ONLINE RACES AND CHALLENGES

1. WHAT IS ONLINE RACES ON VIETRACE365.VN

That is the kind of flexibility offered by virtual races, a new trend in the running community. You can run anywhere you are and anytime you want to.

Joining virtual races, the participants can register online races, choose their own starting line, run and upload their activities with Strava app or tracklog on the website.  After finishing the race the finishers will receive their awards

2. WHY DO THE ONLINE RACES TAKE PLACE WITHIN 20-30DAYS?

The number of days pushes runners to step out of their comfort zone, challenge themselves, and form a good habit.

 A period of 3-4 weeks is essential for runners to form their habit of running regularly. The act can start by challenging themselves and results in a hobby.

Vietrac365 tries to organize online meaningful races based on our personal running experience. The awards from us are not only material things but they hold spiritual meanings of your courage, effort, and patience.

3. IS THERE ANY RESTRICTION OF THE REGISTRATION AGE AND NATIONALITY?

We welcome people from all over the world to participate in our races and enjoy running together.  Without age limit, however children under the age of 13 are allowed to join under parental observation and support during the race.

4. HOW CAN OUR FAMILY/ A GROUP TAKE PART IN RACES OR CHALLENGES TOGETHER?

Because one account is used by an individual you can visit our website to sign up for more accounts for your family members or your group.

5. CAN I WALK OR JOG DURING MY RACES AND MY CHALLENGES?

Yes, you can. You can walk or jog as if your speed follows the rules of maximum and minimum speed.

However, you are not allowed to use a bicycle or skateboard or other means with wheels (excepting in bicycle races). You are considered as cheated if you use these means above.

 6. FOR A RACE I REGISTER, I HAVE TO RUN ONCE OR CAN COMPETE THE DISTANCE WITH DIFFERENT RUNS?

For most of the races of Vietrace365, the distance you run will be accumulated since the starting day until the end or in a period according to rules of the race. It means you can run many times as you wish each day.

For some races, you are only allowed to run once so you should read carefully the rules of your race to not make any mistakes

7. WHERE CAN I LOOK FOR MY BIB?

There are two ways to see your BIB:

Log in to your account on Vietrace365. Then, Click on the race you registered, you will see the button " Race BIB", click on it to see your BIB.

Log in to your account on vietrace365. Then, click on your avatar on the upper right corner of the page. Scroll down to see the button " Race BIB" on the left bottom of the page, click on it to see you BIB

8. WHERE CAN I FIND MY CERTIFICATE?

There are three ways to view your certificate:

  1. Click on the race you registered. Click on the button " View your certificate
  2. Log in your account on vietrace365.vn/click on your avatar on the right top of the page. Scroll down to the race you registered, you will see the button " Certificate". Click on it to view your certificate.
  3. In the personal result table, the button certificate is under it, click on it to see your certificate.

Note: Only participants who complete the races receive the certificate. The participants can view, share, and download their certificates. the content of the certificate can be changed as your request if your race time has not finished and you keep running.

 

UPDATING ACTIVITIES

1. HOW CAN I UPDATE MY ACTIVITIES?

Option 1: If you have a Strava account, you can sync your Strava account to your Vietrace365 account, then your results on Strava will be synced to your account on vietrace365.

Option 2: Update your activities with Tracklog ( manually update)

  • Log in your accountà go to your profile
  • Click on “ Activities”
  • Enter your results and pictures
  • Click on “ Update

2. THE RESULTS ON STRAVA IS NOT SYNCHRONIZED TO VIETRACE ACCOUNT?

Your synchronization between two accounts is successful once it meets the requirement as below:

  1. You registered successfully your race, your run happens after your successful registration,
  2. You synchronized your Strava account to your Vietrace365 account
  3. Your run must happen in your race time.
  4. Your activity must be in the form of your race (it can be running, walking, or other forms according to the race rules)

If you already check and follow these conditions above but the synchronization does not work, please look for the instruction below:

  1. Log in to your account on vietrace365.vn, go on your profile, then click on the pencil icon, then click on "the connected application". Next, click on “ Disconnect from Strava” and connect it again. Please wait for 5-10 minutes to synchronize the account.
  2. Manually update activities with Tracklog (if you are allowed to use this form to update your activities according to your race rules)

If it still does not work, please feel free to contact us via the email address vietrace365@gmail.com to be supported.

3. HOW LONG DOES IT TAKE TO SYNCHRONIZE RESULTS ON STRAVA TO VIETRACE365 ACCOUNT?

Update with Strava: as normal the results on Strava will be synchronized immediately to your account on vietrace365, however, if too many users run the app at the same time, the process will take the maximum time 24 hours.

4. HOW TO UPDATE MY ACTIVITIES MANUALLY?

Apart from updating your activities with Strava, you can update manually (tracklog) as the instruction below

  • Log in your account and navigate to your profile
  • Click on “ Activities”
  • Enter your results and pictures of your run
  • Click on “ Update

Note: one activity is allowed to be updated only one time, if you update it more than once you will break the race rules.

5. CAN I SUMMIT ONE ACTIVITY FOR DIFFERENT RACES?

Yes, you can if these races you registered take place at the same time.

6. CAN I SUMMIT DIFFERENT RUNNING RESULTS FOR A RACE?

For an online race: vietrace365 accepts runners to summit different running results for a race.

7. DOES VIETRACE365 AUTOMATICALLY RECORD MY RUNNING RESULTS OR I HAVE TO SYNCHRONIZE STRAVA ACCOUNT TO VIETRACE ACCOUNT AFTER EACH RUN?

If your Strava account is synchronized to your account on Vietrace365, your running results will be updated automatically to your account on Vietrace365.

In case your running results are not updated, please check your activity based on running rules ( form, maximum/ minimum pace, average pace, and other rules)

8. CAN VIETRACE365 RECORD DIRECTLY RUNNING RESULTS?

Currently not, Vietrace only records running results via Strava app.

Vietrace365 is designed and developed to improve our participants and connect people who have the same passion for sport, especially running.

We are always willing to receive comments from our users and constantly improve our platform and services.

9. HOW CAN I KNOW IF MY RACE IS COMPLETE OR NOT?

Step 1:  Access Vietrace356.vn and login

Step2: On your profile, you will see your joining races and completed races at the bottom of the page.

10. HOW CAN I SEE THE PROGRESS OF MY RACE?

There are two ways to see your progress:

  1. Click on the race you register, your progress is under the race banner,
  2. Log in your account/click on your avatar on the upper right corner of the page, look for joining races, the progress of your race will be shown under of the banner.

11. WHY MY RUNNING RESULTS ON STRAVA IS NOT SYNCHRONIZED TO VIETRACE365 ACCOUNT?

There are many reasons for this error. And the most common reason is that users choose the wrong form of their race.

Vietrace365 only accept the types of sport RUN and WALK on Strava for our running races, if you select the wrong one, your result will not be updated.

Your result will be updated once you change your type of sport into RUN and click on Save

 

 PAYMENT

 1. ERRORS OCCUR IN PAYMENT PROCESS.

If the system announces that errors occurred in the payment process, please complete your payment with online banking transfer, with context including Order No+customer name+phone number.

Once you complete your payment, please send a screenshot of your successful payment or payment order to us.

Or you can log in your account to delete the order and register the race again

 

DELIVERING AND RECEIVING  AWARDS

1. HOW LONG CAN I RECEIVE MY MEDAL SINCE I COMPLETE MY RACE?

The time to deliver your medal varies to different races

For X-days race, it takes from 1 to 3 days to deliver your medal since you complete your race.

For races occur in months, it takes maximum 2-3 weeks since you complete the race (you do not have to wait until the race time ends)

For internal business races or races taken place under organizations' requests, the delivery time and type of sport are decided by these organizations.

 2. WILL I RECEIVE A MEDAL IF I CAN NOT COMPLETE MY RACE?

If you can not complete your race, you will not receive the medal, however, if the prize of your race is Race Kit, you can receive other products.

 

OTHER COMMON QUESTIONS:

1. WHAT IS PACE?

This refers to the amount of time it takes to cover a mile or kilometer. For example, if it takes you 3 minutes to run 1km, your pace is 3.

2. FIX THE ERROR STRAVA DOES NOT DISPLAY IN ENGLISH

On Computer:

Step 1: Run Chrome>Menu>Setting

Step 2: Click on Language

Step 3: Notice the chosen languages to remove them. Then restart the browser Chrome

                   Similarly, you can do the same on your phone to fix this error.

Fix this error on App Strava on your phone:

The language used on the Strava App depends on the language you use on your phone, therefore, you can fix this error by changing the language on your phone into English. Then Restart your phone.

In case it does not work, you can delete the app and download it again

 3. CHANGE UNIT MEASUREMENT ON STRAVA?

To change miles to Kilometers in unit measurement, you follow the instructions below:

  • Android operating system: Log in your Strava account>Profile>Setting>Display>Units of Measure>Kilometers
  • iOs: Log in your account>Profile>Settings> Units of Measurement>Kilometers.

4. STRAVA SHOWS WRONG ROUTES/ DISTANCE

 Check your GPS to make sure it is stable. Update the lastest Strava version.

  • GPS is weak in the areas with high buildings or tall trees and or on cloudy days
  • Can use running watches like GPS Garmin watches

5. CAN NOT INSTALL STRAVA APP?

  • Update the latest versions of Android /iOS operating software on your phone
  • If your phone is not allowed to update the latest software, you have to use another device

6. HOW CAN I RUN FOR DONATION 

In the registration form, you enter the amount of money you would like to donate in the field Donate (only if you race is for fundraising)

 7. I WANT TO BUY SPORTS CLOTHES OF VIETRACE365 WITHOUT REGISTERING ANY RACE.

Please, access the website  to order https://vietstore365.vn/

          For any questions, please contact us

  • Phone number: 0967.711.365 (zalo)
  • Email:  vietrace365@gmai.com
  • Or message us on our fan page https://www.facebook.com/vietrace365/

 

 

 

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