Frequently Asked Questions
Your event has offered its participants the chance to buy personal race videos – for remembering your day long after crossing the line.
Discovery/First-Time Visitors
What are race videos and how do they work?
We film events from multiple locations and use advanced technology to create personalised videos showing your race moments - automatically edited just for you.
How do you find me in the footage?
Our system uses race timing data plus shape and pattern recognition to locate you among thousands of racers. No face recognition is used. We do the filming, so you don't have to.
Do you film the entire racecourse?
No, we position cameras at key locations - start line, finish line, and key points along the course identified with the Event Organiser.
What's the difference between the Finisher Video and Race Story Video?
Finisher Video: Your triumphant finish line moment. Race Story Video: Start line, finish line, plus key course locations - your race journey.
Which video package is right for me?
Victory moment only? Choose Finisher Video. Full experience? Choose Race Story Video. Everything with savings? Choose the bundle.
Haven't received your video notification?
We rely on race timing data. Start by contacting the Event Organiser to confirm they captured your timing chip data, then contact us - we’ll do our utmost from there.
How quickly are videos available after the race?
Most videos are ready within 24 hours of race completion.
Purchasing Process
How do I find and buy my videos?
You'll receive a notification when they’re ready. Click the link, preview the videos, make your selection and checkout - takes 2 minutes.
Can I buy videos for someone else as a gift?
Yes! Get their notification link and checkout as usual. Perfect surprise for your racing buddy.
Can I order a MemoryMedal if I already bought the digital video?
Absolutely! Your video purchase gives you access to add physical products at
any time during the download period.
Do you offer refunds?
Digital videos: No refunds - preview before purchasing to ensure you're happy
with the footage. MemoryMedals/Medal Tags: Full refund or replacement within
28 days for technical faults only. Engraving errors due to incorrect race entry data
cannot be refunded.
Physical Products
How does the NFC technology work on MemoryMedals?
Tap the medal tag with any smartphone and your race video starts playing. Your device may ask for confirmation - no apps needed.
Will NFC work with any smartphone?
Yes, any phone from the last 5 years with NFC capability (nearly all modern phones).
What happens if my phone doesn't have NFC?
You can still access your video using the download link. The NFC is a bonus feature which friends and family can still enjoy - your video is available through to download for 28 days via your email link.
How do I attach the Medal Tag to my medal?
Clips securely onto your medal ribbon in seconds. No tools needed, won't damage your medal.
Can I change my engraving details after ordering?
Contact us within 24 hours of ordering. Once engraving starts, changes aren't possible.
After Purchase/Technical
How do I download my videos?
Check your email for the download link. Click and save to your device. Works on phone, tablet, or computer.
How long do I have to download my videos?
28 days from purchase. Download as many times as needed within that window.
Do you keep copies of videos after the download period?
No, videos are permanently deleted after 28 days for privacy and storage reasons. Make sure to download during your window.
My download link isn't working - help!
Links expire after 28 days. Contact us with your order number for a fresh link.
What video quality/format do you provide?
High-definition MP4 files optimized for all devices and social media platforms.
Sharing & Social Media
What's the best way to share my videos on social media?
Full videos work great on Facebook. For Instagram/TikTok, create shorter clips with your own soundtracks.
Can I add my own music to the videos?
Absolutely! Most phone editing apps let you replace audio easily. Remove our audio, add your victory song.
How do I create shorter clips for social platforms?
Use your phone's built-in editor or free apps like InShot to trim 15-60 second highlights.
Can I use my race video for commercial purposes?
Personal use only. Contact us for commercial licensing if you're a coach, influencer, or business.
