July 20, 2017

Iditarod Support and FAQ

Welcome to our website and Insider Order support page.

We’ve put together a list of Frequently Asked Questions that will hopefully solve your problem. Please read through these issues before contacting us.

If you still have an issue please click here to submit a Support Request. You must be registered to submit.

 

1. My Account (8)

Can I change my username?

Unfortunately the username you signed up with can not be changed. If you used an email address as your username when you signed up, the email will always be assigned as your username. You can change your email address in your profile settings to receive all correspondences from Iditarod.

You can change your display name, the name that is displayed on forums, to friends etc in your Profile Settings under edit.

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My Account login isn’t working?

You can login using your “email address” or “username” as the username and the password you signed up with.

If you still can’t login please click here to reset your password. Enter the email address in the field to receive a link to reset you password. You will need access to the email address you signed up with to receive this link.

If you registered a username with a space, try replacing the space with a – when logging in.

Display name can be changed at any time through your profile settings.

 

Do you have multiple email addresses? Has your email address changed over the last few years?
Over the years many Insiders have used different email addresses to register and subscribe with. This can easily happen if you have multiple email addresses. If you do have multiple email addresses please try those as well.

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Recover your password

If you forgot your password please click here to reset your password. Enter the email address in the field to receive a link to reset you password. You will need access to the email address you signed up with to receive this link.

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How do I receive email alerts for my favorite musher?

Please go to https://iditarod.com/my-account/favorites/ and select your favorite mushers  and check the Progress Alert box next to the musher to receive emails when your favorite musher checks in and checks out of checkpoints throughout the race.

Free Insiders can select 1 Favorite musher and ALL other Insiders can select up to 5 Favorite mushers.

SkyStats powers the email alerts so you receive them as soon as possible.

 

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How do I delete my credit card information?

Log into your account and on the My Account page scroll to the bottom and you will see a section called “My Saved Cards”. You can delete the credit card we have on file. You can not update a card. A new credit card will be added to your account with your next purchase. If you receive a subscription auto payment notice with an expired card simply click the link in the email, go through the online purchase and that card will be saved to your account.

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My Downloads, where are they?

Downloads are located on the My Account page. Click the link to download the file. You can also “right” click and “save file as” to download the file as well.

Microsoft Windows users you can play the video using Windows Media Play or VLC Media player.

Mac users you can play the video using QuickTime or VLC Media player.

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How Do I Change My Email Address?

Here are some simple directions to change your Iditarod Insider Account Email Address:

1. Login to your account here: https://iditarod.com/my-account/
2.Click the edit your password and account details link
3. Change your email address
4. Click “Save Changes”

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How do I set my favorites and get email alerts?

To choose favorite mushers follow these steps;

To reset your favorites if they are not saving:

  • Uncheck all of the “By Email” checkboxes
  • Set the Favorite drop downs so they are the double dashes (–)
  • Click save
  • Then select your favorite mushers in the order you want (1-5)
  • Check the Progress Alert box next to the musher to receive emails when your favorite musher checks in and checks out of checkpoints throughout the race.
  • Click Save

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2. Iditarod Insider Subscriptions (9)

How do I signup for an Insider Subscription?

 

It’s easy to signup online. Please go here for details and a video for new users, returning subscribers or upgrades.

 

If you are STILL not able to get registered, then we offer a few other options.

2. Fill out this registration form and FAX it to 201-786-9214.

3. Fill out this registration form and attach to an EMAIL.

4. Credit Card orders by phone ONLY call 1-800-545-MUSH and ask for an Insider subscription.
There is NO TECH / ACCOUNT SUPPORT AVAILABLE at this number. Please submit a support ticket for additional support.

Please note that we will be unable to process orders for Free accounts, or incomplete forms. Please double check your information before submitting.

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When does my subscription expire or auto-renew?

2015 Iditarod Insider subscriptions expire June 30, 2015 for 1 year subscriptions.  If you have selected “Auto Renew” as your subscription length then your credit card will be charged once per year ongoing.

The Iditarod Insider subscription expiration date aligns with the Iditarod Trail Committee’s (ITC) fiscal year. The ITC’s fiscal year begins July 1 and ends June 30 each year. The Iditarod Trail Committee Board of Directors has a commitment to provide fiscal continuity in order to stage “The Last Great Race on Earth.” The Insider is committed to providing our race fans with the most comprehensive coverage of The Iditarod Trail Sled Dog Race through the entire race.

If you have any questions about your subscription please submit a support ticket.

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How do I cancel my Iditarod Insider Auto Renewal Subscription?

To cancel your Auto Renewal subscription please:

  1. Go to your My Account page
  2. Click the [Cancel recurring payment] button
  3. A box will pop up that says “Cancelling this subscription will not refund the current subscription. It will only cancel future automatic renewals. Do you still want to cancel?”
  4. Click yes and the recurring payment will be canceled

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When will my credit card be billed for Iditarod Insider?

The Iditarod Insider purchase price you select will be billed to your credit card account. If you chose the Auto Renew Option we will automatically renew your subscription each year on or after July 1st at the current renewal rate unless you contact Iditarod Insider by submitting a support ticket to cancel your account. If you have selected the 2 Year Subscription Length your credit card account will be charged once per year on or after July 1st.  

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How do I upgrade my Insider Subscription?

UPGRADING YOUR CURRENT SUBSCRIPTION

  1. Login using your username and password. (if you forgot your password, click here to reset your it)
  2. Click here to view all Insider Subscriptions. Teachers and Schools click here.
  3. Read the details and click the [Subscribe] button for the subscription you would like to buy. You’ll then be taken to the product information page
  4. Select 1 year or auto renew as an option.
  5. Click the [Subscribe Now] button.
  6. You’ll be taken to the Cart page
  7. Click the [Proceed to Checkout] button and you’ll be taken to the Checkout page
  8. Enter your billing details and credit card and click the [Checkout Now] button
  9. An Order Confirmation page will be displayed with the order details. You will also receive an email confirmation
  10. Enjoy your new Insider subscription features

Insider Subscriptions – select one

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How long are Iditarod Insider Subscriptions?

We offer the option of 1 year or Auto Renewing Iditarod Insider subscriptions.

  • 1 Year – subscribes you to the current Race year
  • Auto renew – we automatically renew your subscription on July 1st for the next Race year using the credit card we have securely saved on file.

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What are the different Subscription Packages?

Free:
Register for a free user account on Iditarod.com and enjoy all the excitement of the race. Access to videos not available to unregistered users like the race documentaries, articles and much more. Registered users also get email alerts for one musher based on their activity.

Subscriptions for fansclick here to subscribe

  • Video
  • GPS
  • Ultimate

Subscriptions for Educationclick here to subscribe

  • Insider Classroom – GPS Tracker
  • Insider Classroom – Ultimate
  • Insider Classroom – Video On Demand
  • Insider School – GPS Tracker
  • Insider School – Ultimate
  • Insider School – Video On Demand

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Can I call, mail or fax my subscription?

 

If you can’t register online for an Insider account, please:

1. Fill out this registration form and FAX it to 201-786-9214.

2. Fill out this registration form and attach to an EMAIL.

3. Credit Card orders by phone ONLY call 1-800-545-MUSH and ask for an Insider subscription.
There is NO TECH SUPPORT AVAILABLE at this number.

Please note that we will be unable to process orders for Free accounts, or incomplete forms. Please double check your information before submitting.

For educators needing to use a purchase order, please visit this link: http://d3r6t1k4mqz5i.cloudfront.net/wp-content/uploads/2011/12/Iditarod-Insider-Subscription-Information1.pdf?db746e

 

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3. Video (8)

What do I need to watch video on my PC, Mac, Chromebook and Mobile device?

You need the latest version of your web browser (Firefox, Chrome or Safari)

If you have an older computer please make sure Flash is up to date (check here) to view videos on PC.

Video is also available on mobile devices like iPad, Android, iPhone, etc  that supports HTML 5 browsers like Safari, Google Chrome. See below for full support

Desktop browsers

  • Chrome, Internet Explorer 8/9, Firefox, Safari, Opera

Mobile devices

  • iPad, iPhone, iPod, Android phones and Tablets

Support for Flash + HTML5 on desktops, HTML5 on supported devices

Pre – Android 4 is not supported because they do not support HTML 5 video. We apologize for this issue.

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Media file can not be found error in the video player

This error happens from time to time because the video links on the page will expire. Simply refresh the browser and continue watching the videos

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Insider Subscriptions, Free registered and Public… what videos and broadcasts can I watch?

Below is a list of the levels and features each level can view on Iditarod.com.

Ultimate & Video Insiders

  • Access to Ceremonial Start, Restart andLive Finish Broadcast & Replay
  • All videos from the trail
  • Access to Live Stream of all mushers finishing

 

GPS Insiders


Free Users

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School – can’t view videos

Some companies and schools have implemented technology that prohibits videos from being shown. Palo Alto Networks’ firewall is the most common appliance used by schools. Please contact your IT department and have them whitelist iditarod.com.

This should fix the video viewing issue.

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Exclusive Video Content: Where is it and how do I view it?

You will see exclusive Insider video from the trail appearing in several places including;
Home Page – http://iditarod.com/
Race News Center – http://iditarod.com/race/
Video Page – http://iditarod.com/video/

You need the latest version of Flash (check here) to view videos on PC and are also available on mobile devices who’s browsers support HTML 5

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Live Race Start: How do I see it?

The race start will be streamed live on the Official Start of Iditarod March 8th at 2pm AST, with our live pre-race coverage beginning at 1:30pm AST. You will need to be an Insider and logged in to view the stream.

Our live broadcast will be available in 3 bandwidths, to accommodate a wide range of connection speeds and hi-def video. If the stream pauses and buffers (icon in the middle of the screen spins) you may not have a fast enough connection to the Internet to view the live stream.

We will post a rebroadcast of the video that should be easier for Insiders to view with slower Internet connections.

Insider subscribers must be logged in and have the latest version of Flash installed (check here) to view the stream. Please note that this year the Official Start will be available for iOS, Android and Windows devices.

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How do I view the Live Finish in Nome?

Insider Ultimate and Video subscribers can watch the live finish in Nome. Login then go to http://iditarod.com/live-finish .  A replay will then be available once uploaded.

If you are not an Insider Ultimate or Video subscriber and you want to watch the live finish then click here: http://iditarod.com/shop/category/insider-subscription/

The replay will be available for Insider Video and Ultimate subscriptions here.

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4. Community / Forums / Groups (3)

Can I post in the forums?

All registered users can participate in the forums. You must follow the rules below and as posted in the forums.

The OFFICIAL Iditarod Discussion Forum rules.

Our forum is for race fans age 1-100! Children and adults use this forum as a place to chat and learn about the Iditarod Trail Sled Dog Race®. Remember the following:

1. Be Nice! Be Respectful! “Play Fair!” Remember the ‘Golden Rule’. We are all human beings with differing opinions. Do NOT make personal attacks or be disrespectful. If you see a post that violates this rule, report it by clicking on the “!”

2. Choose words carefully! No naughty words! All discussion should be polite and respectful. Schools in Alaska and throughout the world use the discussion forum as a resource and teaching tool, so let’s keep it fun, clean, and kid-friendly.

3. This is a forum for Iditarod and mushing FANS. If you are not in favor of mushing as a sport or you don’t support Iditarod, mushing, or dog sledding activities, this is not a forum for you.

4. If you’re asked to drop a topic by one of the moderators or administrators please do so. Posters that seriously abuse the forum guidelines will have their posts deleted without warning. Topics will be locked as necessary.

5. Make use of the moderators and administrators. They are here to assist you if you have any problems or have any questions. You can contact them by using the PM function, the email function, or the “Report This Post” icon (the red “!”).

Have fun and use the discussion forum– not just during the race season, but all year long!

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Forums rules, privacy, display name and what is supported?

The Rules

Our forum is for race fans age 1-100! Children and adults use this forum as a place to chat and learn about the Iditarod Trail Sled Dog Race®. Remember the following:

  1. Be Nice! Be Respectful! “Play Fair!” Remember the ‘Golden Rule’. We are all human beings with differing opinions. Do NOT make personal attacks or be disrespectful. If you see a post that violates this rule, report it by clicking on the “!”
  2. Choose words carefully! No naughty words! All discussion should be polite and respectful. Schools in Alaska and throughout the world use the discussion forum as a resource and teaching tool, so let’s keep it fun, clean, and kid-friendly.
  3. This is a forum for Iditarod and mushing FANS. If you are not in favor of mushing as a sport or you don’t support Iditarod, mushing, or dog sledding activities, this is not a forum for you.
  4. If you’re asked to drop a topic by one of the moderators or administrators please do so. Posters that seriously abuse the forum guidelines will have their posts deleted without warning. Topics will be locked as necessary.
  5. Make use of the moderators and administrators. They are here to assist you if you have any problems or have any questions. You can contact them by using the PM function, the email function, or the “Report This Post” icon (the red “!”).
  6. Have fun and use the discussion forum– not just during the race season, but all year long!

To view the forum archive please click here.

 

Privacy and Display Names

  • The name displayed in forums posts is the account name.
  • Your name is linked to your profile.
  • Privacy can be set in your profile whether the public or friends can see your profile information.
  • The display name can be changed under your community profile settings if you would like to

To view our complete privacy policy please click here.

 

The Forum supports the following HTML tags.

  • <a href=”” title=””>
  • <abbr title=””>
  • <acronym title=””>
  • <b>
  • <blockquote cite=””>
  • <cite>
  • <code>
  • <del datetime=””>
  • <em>
  • <i>
  • <q cite=””>
  • <strike>
  • <strong>

If you add a link to the post such as http://info.iditarod.com/faqs/forums-rules-and-what-is-supported/ this will automatically link to the page

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Community Privacy

Privacy and Display Names

  • The name displayed in forums posts, your profile page and other places that recognize you as a user is your account name.
  • Your name is linked to your profile.
  • Privacy can be set in your profile to display your activity to the public or friends.
  • The display name can be changed under your community profile settings if you would like to.
  • Friends must request a connection to view your profile and activity
  • Friends can see personal information on your profile like name and email. If you don’t want to show this info then do not friend someone
  • You can change your profile privacy settings to enable by checking
    • Only show profiles to friends
    • Only show activity to friends
    • Only show groups to friends
    • Only show friend connections to friends
    • Only show forum topics to friends

To view our complete privacy policy please click here.

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5. GPS (1)

GPS Tracking Help

For more information please go to http://iditarod.com/gps/

GPS Tracker goes online when the Restart on Sunday begins.

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6. Website (2)

Insights icon/link is not working?

Please make sure that javascript is enabled in your browser. Here are some good directions: http://support.google.com/bin/answer.py?hl=en&answer=23852
What you are experiencing is very isolated, this is the only thing we think could be disabling that link.

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The site will not load for me?

You should be able to access the site anytime. If you are still having trouble from your school or work computer you may have a firewall or other security settings that are blocking your access. You should check with your IT Administrator to see if Iditarod.com is being blocked.

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7. Chat (1)

Private chat room error

Sometimes you need to refresh the page and enter into the room again

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If you have questions about the race please call the very helpful Iditarod phone support at (907) 248-MUSH(6874)