My results page shows the wrong time
Race timers enter and correct results in their own timing software. SplitKit picks up corrections automatically — usually within a few minutes on race day. If your time still looks wrong, the fastest fix is to contact your race timer directly through the Need help? button on your results page.
Why timing data sometimes needs fixing
Chip timing is reliable but not perfect. Common reasons a result might need a correction:
- Chip not picked up at a mat. A timing point can miss a chip read for all sorts of reasons — the chip was buried under a jacket, the runner cut wide around the mat, the mat had a brief read drop. The timer manually backfills these after the race.
- Wrong age group or division. If your registration had the wrong birthdate or gender selection, your division placement reflects that. The timer fixes it in their software.
- DQ or DNF reclassification. Sometimes a runner is recorded as a finisher but later marked DQ (course cut) or DNF (the chip was carried home by someone who didn't run). That happens in the day or two after the race.
- Late mat merges. On some courses the timer combines multiple mats into a single split after the race — the finish time updates when that finalizes.
How SplitKit picks up corrections
When your timer makes a change in their software, SplitKit re-reads the data on a schedule and updates your results page automatically. You don't have to refresh — the page polls in the background while it's open, and any update flows in.
| Window | How often we check |
|---|---|
| Race day | Every minute |
| Day 1 to day 3 after the race | Every 5 minutes — this is when most DQ / DNF / mat-merge corrections happen |
| Day 3 to day 14 | Every hour |
| After day 14 | Results are considered final. Page stays online forever; if your timer fixes something later they can ask SplitKit to re-poll on demand. |
How to ask for a correction
The timer owns the data, and they're the only ones who can change it — SplitKit doesn't have a "fix this time" button on our side because we read your time directly from them.
The fastest path:
- On your results page, scroll to the bottom and click Need help?
- Choose Question about your result. The button opens an email pre-filled with your event, bib, and name, addressed to your race timer.
- Tell them what's wrong (the time, the place, the age group — be specific) and any evidence you have (your watch's time, a photo of the finish clock, the names of the runners you finished near).
If your timer doesn't have a contact email on file (some don't), the Need help? button instead links to their website where you can find a contact form or social channel.
What if my time is missing entirely?
If your bib number is on the start list but your results page shows "No finish recorded yet" hours after the race, two things to check:
- Did you actually cross all required mats? Most races require the start and finish mat reads. Some require intermediate splits too.
- Was your chip properly attached? Chips face downward sometimes get tucked into a shoe or wrapped wrong, and miss reads.
Either way, ask your timer using the Need help? button — they have the full chip-read log and can usually figure out what happened.
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Still stuck?
If this is about your race time, splits, or finish SMS, contact your race timer directly through your results page — they own the data we display. For payment, refund, or Finisher's Pack questions, email support@splitkit.freshdesk.com.