Registered With a Different Email ??
Use this article if you can log in to ResultsHQ but can't see your athlete's results. That might be the current season, previous seasons, or no results at all. It also covers siblings registered with different email addresses.
❗ ResultsHQ uses your email address to link athletes into one family profile.
If the email you registered with this season is different from last season, or differs between siblings, results can look missing or be split across separate families within the platform.
Can't log in at all? See 💡Trouble Logging In? (For Families) – Timing Solutions Support Forum
🧭 What can you see?
| # | What you see | Likely cause | Go to |
|---|---|---|---|
| 1️⃣ | Profile, but no historical results | Different email from last season | 1️⃣ Section 1 |
| 2️⃣ | Historical results, but no current season results | Different email this season, or the Centre hasn't uploaded results yet | 2️⃣ Section 2 |
| 3️⃣ | No results for any season | Email mismatch, or results not yet uploaded | 3️⃣ Section 3 |
| 4️⃣ | One athlete in the family but not the other | Siblings registered with different emails | 4️⃣ Section 4 |
| 5️⃣ | Ready to get your profile merged | How to ask Timing Solutions Support to merge your family | 5️⃣ Section 5 |
1️⃣ I can log in but can't see previous seasons' results
| 🔍 What you see | Your profile, but no historical results |
|---|---|
| ❗Cause | You registered this season with a different email address from last season. The email address is the key to linking families, so ResultsHQ has treated you as a new family. |
| 🟦 What to do | Go to 5️⃣ Section 5 to get your family profile merged |
2️⃣ I can see previous seasons' results but not this season's
| 🔍 What you see | Historical results, but nothing for the current season |
|---|---|
| ❗Cause | Usually a different email address from last season. It can also mean your Centre hasn't uploaded the current season's results yet. |
| 🟦 Step 1 | Confirm your Centre has uploaded the current season's results into ResultsHQ |
| 🟦 Step 2: Request a merge | Contact Timing Solutions Support with the details in What to send Timing Solutions Support |
3️⃣ I can't see any results for any season
| 🔍 What you see | Your profile, but no results for the current or any previous season |
|---|---|
| ❗Cause | The email you're logged in with probably isn't the one linked to your athlete's registration. It can also mean your Centre hasn't uploaded results yet. |
| 🟦 Step 1 | Check you're logging in with the email you registered with this season |
| 🟦 Step 2 | Confirm your Centre has uploaded the current season's results |
| 🟦 Step 3: Request a merge | Contact Timing Solutions Support with the details in What to send Timing Solutions Support |
4️⃣ I can see one athlete in my family but not the other
| 🔍 What you see | Results for one child, but not their sibling |
|---|---|
| ❗Cause | The siblings were registered with different email addresses (for example, each parent used their own). The systems treat them as separate families, because the email address is what links families together. |
| 🟦 Step 1: Update the email in the registration platform | You, via your registration platform: Contact your Centre/State or registration platform and make sure both children share the same email address. 🟥 Timing Solutions Support CANNOT help with this step because we aren't the registration provider. |
| 🟦 Step 2: Request a sync | Your Centre (or State): Ask them to perform a member sync. This updates the family email address in ResultsHQ. |
| 🟩 Step 3: Request a merge | Centre or family: Contact Timing Solutions Support with the details in What to send Timing Solutions Support |
⚠️ I've done all that and the siblings are separated again (Sport80)
| 🔍 What you see | The merge worked, then the siblings split apart again after a later sync |
|---|---|
| ❗Cause | In rare cases, the updated email in the registration platform (as you see it) doesn't sync correctly from Sport80 to ResultsHQ. Any merge we complete is then overridden by the next Sport80 sync. |
| 🟦 Step 1 | Contact Sport80 (or your State Office) and ask them to manually correct the email address being sent through the sync |
| 🟦 Step 2 | Wait until Sport80 has resolved the issue and the data has resynced correctly |
| 🟩 Step 3: Request a re-merge | Contact Timing Solutions Support with the details in What to send Timing Solutions Support |
5️⃣ Getting your profile merged
| 🔍 When to use this | 1️⃣, 2️⃣ or 3️⃣ applies to you, and you used a different email this season compared to last season |
|---|---|
| ❗Cause | ResultsHQ links families by email address. A new email creates a new family profile, so it can't see your earlier results until we merge the two. |
| 🟧 Before you contact us | If you have more than one little athletics athlete in your family this year, make sure all current season registrations use the same email address. This must be done via your registration platform. |
| 🟦 Step 1: Request a merge | Contact Timing Solutions Support with the details in What to send Timing Solutions Support |
| 🟩 Step 2 | Timing Solutions Support will help merge your family profile, so you have access to all your results data in the one profile. |
📨 What to send Timing Solutions Support
| Detail | What to include |
|---|---|
| 👤 Name | Your full name |
| 🧒 Children | Your children's names and dates of birth |
| 🏃 Centre | Your Centre name |
| ✉️ Email | The email address you registered with |
| 📸 Screenshot | A screenshot of the error message |
🟩 Tip: Providing these details helps us verify your account and resolve your issue faster ⚡
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