• I can't log in or I haven't received the code

    If you are having issues trying to login because you have not received the necessary code via email, please send us a message to our support email: support@runtag.app and we will assist you in resetting your password. Make sure to send us:
    - the email address that you used to create the account
    - your full name
    - your bib number including the letter (A0000) 

    so we can verify your identity and proceed securely.

  • How many photos does the pack include?

    The pack includes all the photos that the system has recognized with your face or your number. Typically, a minimum of 5 photos and up to 15 photos are found; in some cases, the number may be higher. It is important to note that if you purchase the pack and more photos are detected afterward, they will also be included in your profile and available for download, at no additional cost.

    To expedite system recognition, it is crucial that you always keep your number visible, preventing it from being covered by clothing such as sweatshirts, belts, or other objects. By doing so, the accuracy of the recognition intelligence is optimized, guaranteeing a more satisfying experience for you.

  • When will the photos be sent to me?

    The purchase of the pack is digital in nature, i.e. physical photographs will not be sent to your address. Instead, the purchased photos will be available for direct download from the app and/or from the website www.runtag.app.

  • Why are there other runners with more photos than me?

    The system recognizes the runners by face or by number, but in some cases, the number or the face may be covered by items such as hats, sunglasses, or outerwear. If this occurs, the system may detect fewer photos of that runner.

  • I sent an email and have not received a reply yet

    The usual response time from our support team is 24 to 72 hours. In some cases, it might be longer due to the complexity of certain issues, requiring more time for analysis and resolution. To expedite the assistance process, kindly provide us with your full bib number including the letter (A0000), and if you contact us from a different email address than the one you used to register, do not forget to include it as well.

  • Can I reuse the code received via email several times to login?

    It is not possible to reuse the access code that you received via email, you must either request it again or, once you access, generate your password from the profile.

  • I see many photos in my profile where I don't appear

    If you see photos in your profile where you don't appear, please click on the button with the ALERT icon. The photos will then be automatically unlinked from your profile within a few seconds.

  • Facebook

    If you want us to delete your data from our database, please make a formal request through our support email: support@runtag.app. We will proceed with the deletion of your data in accordance with our privacy policies. 

  • Legal notices

    Please find below our legal notices links:

    1. Privacy Policy
    2. Terms and Conditions

    Please take the necessary time to review these documents carefully as they contain important information about how we handle and protect your personal data, as well as the terms and conditions of our services. If you have any questions or concerns regarding these documents, do not hesitate to contact us through the support email support@runtag.app and we will make our best to assist you. 

  • What is the photos resolution?

    The images will be available at a resolution of 2048 pixels on the longest side and will not contain any watermark.

    Once you have made the payment, you will be able to download the photos by clicking on any of them and selecting the "DOWNLOAD" option.

  • Legal Notices

    If you need to check our legal notices, here are the links:

    1. Privacy Policy
    2. Terms and Conditions

    Please take the necessary time to review these documents carefully, as they contain important information about how we handle and protect your personal data, as well as the terms and conditions that govern the use of our services.
    If you have any questions or concerns, do not hesitate to contact us at: info@fotorun.com.ar. We will be happy to assist you.

  • Facebook

    If you would like us to remove your data from our database, we invite you to send a formal request to: info@fotorun.com.ar.
    We’ll be happy to process your request and delete your data in accordance with our privacy policies.

  • Can I purchase photos from a different bib number?

    Only 1 bib’s photos can be purchased per account. Photos are personal.
    If your bib is incorrect, please contact info@fotorun.com.ar to update it.
    Once photos from a different bib are downloaded, you lose the ability to switch unless you purchase a new pack.

  • I can’t log in or haven’t received the code

    If you can’t log in or didn’t receive the access code via email, write to info@fotorun.com.ar with the following information:

    • The email you used to register

    • Your full name

    • Your bib number (including the letter, e.g., A0000)

    • The event you participated in

  • Payment issues

    If you completed a purchase but are having trouble with payment recognition, it may be due to some gateways using manual confirmation—especially for installment payments.
    If this happens, please send a copy of the email you received from the payment gateway to our support email: info@fotorun.com.ar.
    This way, we can properly assign your payment and assist you. Thank you for your cooperation and patience during this process.

  • When will I receive the photos?

    Photos are delivered in digital format only and will not be printed.
    They will be available for download at www.fotorun.com.ar as soon as the payment is processed.

  • What resolution are the photos?

    Photos are available in a resolution of 2048 pixels (on the longest side) and will not contain any watermark.
    Once payment is completed, you’ll be able to download the photos by clicking on one and selecting the “DOWNLOAD” option.

  • How many photos are included in the pack?

    The pack includes all the photos that the system detects using your face or bib number. In general, between 5 and 15 photos are detected, although there may be more.
    If more images are detected after your purchase, they will also be available at no additional cost.
    Make sure your number is visible and not covered by clothing or objects to improve detection.

  • Why do other runners have more photos than I do?

    The system detects photos by face or number, but if your face or bib were covered (by hats, glasses, jackets, etc.), fewer photos of you may have been captured.

  • I sent an email and haven’t received a reply

    We respond within 24 to 72 hours. In some cases, it may take longer depending on the complexity of the case.
    Remember to include the event you participated in, your full bib number (e.g., A0000), and use the same email you registered with.

  • Access again using the code sent by email

    The access code sent by email cannot be reused. You must request a new one or create a password from your profile when logging in.

  • I see many photos where I don’t appear

    If you see photos where you do not appear, click on the ALERT icon. The image will automatically be unlinked from your profile.