Step 1 – Check if the race results are available on ITRA

Go to the race results page:
🔗 https://itra.run/Races/FindRaceResults

If the race is NOT visible on ITRA:

This means the organizer has not submitted the results for that year.
👉 Please contact the race organizer directly and ask them to:
– Register their race on ITRA
– Upload the official results file

If the race IS visible on ITRA:

On the race page, you may see different statuses for each edition:

• “Results not received yet” → Results not submitted by the organizer. Please contact the organizer.
• “Results received” → Our team has received the file; results will be processed (usually within 72 hours).
• “Results published” → The results are live; you should now be able to find your result.

Step 2a – The race is on ITRA but your name is missing from the results file

In this case, only the race organizer can fix the situation.
👉 Please contact the organizer and ask them to upload an updated results file including your result.

Step 2b – The results are published, but your performance is not linked to your profile

Please use the “Manage my results / Merge runner” feature (see next accordion) to link the result to your profile. There is no need to contact us for this step.

Still need help?

If, after following all the steps above, you still cannot solve the issue, you may contact us. In that case, please include ALL the following:

• Your ITRA ID and the ITRA IDs of every duplicate account belonging to you.
• A detailed list of missing races: race name, date, distance, your time and your ranking.
• Your first name, last name, date of birth, gender and nationality.
• A clear, detailed description of the problem.

⚠️ Without this information, we will not be able to process your request.

Remember: adding races & uploading results on ITRA is a free service for organizers. We can only publish results once they have been submitted through their organizer account.

You can manage your race results and duplicate profiles directly from the ITRA website – there is no need to send an email for this in most cases.

Step-by-step: use “Manage my Results”

1. Log in to your ITRA runner account (create one here if needed).
2. Go to the “Results” tab and click on “Manage my Results”.
   (or visit: https://itra.run/RunnerSpace/MyAccount?manageresults)
3. Search using your name or by looking for a race you have completed.
4. Once you find the correct runner profile, click on “View”.
5. Select ONLY the results that belong to you and click on “Link race result”.

You can repeat the request if you have other profiles, but please submit only 1 request per profile.

Our team needs to verify each request to ensure that the results are linked to the correct runner. This manual validation may take up to several days.

If you still need assistance, please provide:

• Your ITRA ID (and the ITRA ID of any duplicate profiles).
• Your email address used on ITRA.
• Your first name, last name, date of birth & nationality.
• A clear description of which profiles/results should be merged.

Before contacting us, please make sure you have followed the steps in the two accordions above (Missing races and Merge/claim results).

If you still need help, please always include the following in your message:

• Your ITRA ID and the ITRA IDs of any duplicate accounts.
• A complete list of missing or incorrect results:
  – Race name
  – Race date
  – Distance
  – Your time and ranking
• Your first name, last name, date of birth, gender & nationality.
• A clear description of your problem (what you already tried, and what is still wrong).

⚠️ Without this information, we won’t be able to process your request.

You can subscribe or renew your membership online in a few clicks – no email is needed.

1. Log in to your ITRA account or create one (I am a runner).
2. Go to My Runner Space > Become a Member.
3. Select your membership option and complete the payment.

If your payment is confirmed but your membership still does not appear after 24 hours, please first consult the Membership FAQ.

The payment system used for runner insurance includes a two-step security verification. In some cases, this security layer can block payments if a credit card is flagged as potentially fraudulent.

What you can try:

• Check with your bank that strong customer authentication / 3D secure is enabled for online purchases.
• Try again with the same card after authorizing the transaction with your bank.
• Use another credit card (sometimes cards issued by a different country work better).

For questions specifically related to insurance payments or coverage, please contact the insurance provider directly at:
📩 serviceclient@xplorassur.com

Membership invoices / receipts

1. Log in to your ITRA account.
2. Go to My Runner Space > My Account.
3. Open the Billing / Membership area and download your invoice.

Runner insurance documentation

For runner insurance details, go to:
🔗 https://itra.run/Runners/Insurance

There you will find the general conditions of insurance (PDF) and any specific documents related to your coverage.

Your ITRA score is calculated through a two-step, standardized and objective process that applies equally to all runners in the race.

1) Performance evaluation

• Your finish time is compared to a theoretical best possible time for the race.
• The race is converted into a flat-equivalent distance (km-effort), based on distance, total elevation gain/loss and altitude profile.
• This km-effort is compared with reference times derived from world-class performances on flat terrain.
• This comparison gives your raw performance score.

2) Race-specific adjustment coefficient

• A race-specific coefficient is applied to the raw score to reflect the real difficulty of the course.
• This accounts for non-measurable factors such as terrain (technical, muddy, snowy, etc), weather (heat, humidity, wind) and other conditions.
• The coefficient is determined by statistical analysis of our database (millions of results) and applied equally to all runners in the same race.

What does NOT influence your score?

• Your position or ranking in the race.
• The presence (or absence) of elite athletes.
• The number of finishers or DNFs.
• The prestige or popularity of the event.

Because the system compares your performance to a theoretical best and adjusts for real race conditions, two races with similar profiles can still produce different ITRA scores due to terrain, altitude, weather, etc.

This also means finish times cannot be compared directly between different races to predict or “guess” ITRA scores.

Full details and examples are available in our Performance Index FAQ.

This is very common and usually does not require an email.

Main reasons:

• The race organizer has not uploaded the results to ITRA yet.
• The results have been received but our team has not finished the quality checks and PI calculation.
• The race is outside the rolling 36-month window used for the Performance Index.

On your profile, open the “Statistics” tab. If the race shows “not yet available”, it means that the calculation is still in progress.

Please contact us only if:

• The race results are visible on ITRA for several weeks, and
• The PI is still missing or clearly inconsistent, and
• The situation is not explained in the Performance Index FAQ.

These indicators help estimate the difficulty of a race and the experience level required to finish it.

• Endurance Points (0–6): Based on “km-effort”, combining distance and elevation gain.
• Mountain Level (0–12): Reflects how mountainous a race is, considering elevation, average altitude and steep climbs.
• Finisher Level: Estimates the minimum PI needed to have a good chance of finishing within the time limit.

Some organizers use these indicators to set entry requirements and to make sure runners choose races suited to their level, especially for long or demanding events.

More detailed explanations and charts are available in the Performance Index FAQ.

Please try the following steps before contacting us:

• Use the “Forgot your password?” link on the login page.
• Check your spam / junk folder for the reset email.
• Make sure you use the same email address you used when you created your account.
• If you have several email addresses, try logging in with each of them.

If you still cannot access your account after these checks, you can contact us using the form below and provide:

• Your full name.
• Your date of birth and nationality.
• Your ITRA ID (if you know it).
• A short description of the problem (what you tried, error message, browser/device).

In many cases, this is related to your browser or internet connection.

Try the following:

• Refresh the page and try again a bit later.
• Clear your browser cache and cookies.
• Try a different browser (Chrome, Firefox, Edge, Safari...).
• Try another device (phone, tablet, computer).
• Check your internet connection or switch to another network.

If the issue persists across several devices and browsers, please report it via the contact form with:

• The URL of the page.
• A short description of what you were doing when the issue occurred.
• A screenshot of the problem, if possible.
• Your browser and device type.

First, check that the issue is not related to missing races or PI calculations, which are explained in the sections above.

If it looks like a technical bug, please gather as much information as possible before using the contact form:

• The URL of the page where the issue appears.
• A short description of what you were trying to do.
• A screenshot of the error or unexpected behavior, if possible.
• Your browser, device and operating system.

The more details you provide, the faster we can identify and fix the issue, and the fewer back-and-forth emails are needed.

Editing your event (description, website link, logo, cover picture)

1 – Log in to your organizer account.
2 – Open your event in your organizer space.
3 – Edit the relevant fields (description, logo, cover image, website, etc.) and save.

Editing race details (race date, aid stations, location...)

From the same organizer space, go to the specific race and update the fields you need (date, location, number of aid stations, etc.), then save your changes.

Renewing / duplicating an event

If your race was already registered in previous years, please use the “duplicate / renew” feature instead of creating a new event from scratch. This keeps your event history and information consistent.

More details and examples are available in the Organizer FAQ.

Uploading results is free for organizers and can be done entirely from your organizer account.

1 – Prepare your results file

• Use the official ITRA results template (.XLSX).
• Follow the formatting guidelines (columns, required fields, etc.).
• Make sure names, birthdates and nationalities are as accurate as possible.

You will find the template and full formatting guideline (PDF / video / GIF) in the Organizer FAQ.

2 – Upload your results

1. Log in to your organizer account.
2. Open the race edition in your organizer space.
3. Go to the “Results” section.
4. Upload the prepared results file and follow the on-screen steps.

Once the file is validated and processed, runners will see their results on ITRA and will be able to link them to their profiles using the “Manage my results” tool.

Requesting a race evaluation (Endurance Points, Mountain Level, etc.)

• You need an active organizer membership.
• Log in to your organizer account and open the race edition.
• Go to the evaluation / ITRA points section and request an evaluation.

Uploading or updating your GPX file

• From the race dashboard, open the Course / GPX section.
• Upload the official GPX file of the course.
• If the route changes, upload a new GPX and request an updated evaluation.

Endurance Points are calculated based on the course km-effort (distance + elevation), using the GPX file as the reference. For full details and examples, please refer to the Organizer FAQ.