Troubleshooting

I'm getting an error message when trying to access one of the sites...
The main reason for this is that there is software on your computer that is filtering/replacing/stripping or blocking HTTP Referer information in the header of the URL. RotoPass needs to pass this login referrer information to the partner sites to authenticate a session. The main culprits that are blocking the HTTP Referers are software based firewalls and advertisement and pop-up blockers. Below are examples of software programs that are known to cause such problems. Keep in mind this is not an exhaustive list of software firewalls and ad/pop-up blockers so if you have these types of programs on your computer and they are not listed here they are mostly likely what is preventing you from gaining access to the sites. We would like to hear from you so we can add problem software programs to our lists.

Software Firewalls Ad or Pop-up Blockers
Norton Internet Security Ad-aware
Norton Personal Firewall AdSubtract Pro
Windows XP (Built-in) WebWasher
ZoneAlarm Pro Spyware
McAfee Privacy Service Spybot
Kerio Spyblocker
Outpost Guidescope
Proxomitron Surfer Protection Program

To find out if you have these software programs installed on your computer visit your computer's Control Panel and double-click Add/Remove Programs… you will see a list of all the programs on your computer. Please DO NOT REMOVE the programs. Just go here to find out what software programs are installed on your computer.

If you only have a software firewall it's a matter of configuring it properly to add RotoPass and the partner sites as "trusted" sites.

There are hyperlinks in the firewall list above for the software programs that have online instructions to correct this particular problem. For programs without a hyperlink you will have to refer to the owner's manual or user guide to configure them properly. Search the manuals and guides for "HTTP Referer", "Referer" and/or "Private Header Information" for the solution. Your goal is to allow, enable or permit these HTTP Referers for each of the three sites above.

If you have a software firewall and ad and/or pop-up blocker… chances are it's the firewall. Launch the firewall application and disable, or turn off the firewall protection. Go back to RotoPass and try accessing the partner site you couldn't access previously. If you can get access to the problem site then it's definitely the firewall. Go back to the firewall and enable, or turn on the firewall protection and configure it to permit HTTP Referers on each of the three sites listed above.

If you still can't get access to the problem site with the firewall turned off, or you don't have a software firewall program, it might be the ad and/or pop-up blocker on your system. Enable the firewall, if applicable, and disable the ad or pop-up blockers one by one and check RotoPass and the problem each time to isolate which program is blocking, stripping or replacing the HTTP Referer. Once you identify which program is causing the problem, refer to the owner's manual or user guide to configure it to allow these Referers to be passed in the URL header.

For you spelling bee fanatics, "Referer" is a misspelling that somehow became a codified part of the HTTP protocol… that is why it is misspelled when being referred to.

I'm having trouble or have a question regarding a RotoPass Roster site…
Visit the Support page on RotoPass and contact the customer service for that particular site to get the full details.

One of the RotoPass Roster sites is down…
Visit the Contact Us page on RotoPass and contact the customer service for that particular site to get the full details. Do not click on the customer service link for that site as their entire website may be experiencing problems… either click on the email link or call the site directly with the information provided on our Support page.

I cannot access the RotoPass Roster sites…
Make sure you are signed into RotoPass with your proper e-mail address and password.

I can't log into any of the RotoPass Roster sites…
First log into RotoPass with your e-mail address and password, then click the banner or the name of the site in the left navigation area to visit the preferred site(s). You must always access the sites through RotoPass in this fashion… your RotoPass e-mail address and password do not work on the RotoPass Roster sites directly.

I just subscribed online and my password does not work…
You may be trying to access the site prior to your account being activated. Please allow 24 hours for us to process your order. When your account is activated, you will receive an e-mail confirmation welcoming you to RotoPass.

I can't log into the website with my e-mail address and password…
If you are unable to log into the website using the e-mail address and password that you signed up with, please double-check that you are typing both the e-mail address and password in case sensitive format. If you are sure your e-mail address and password are correct, you may want to double-check that your Internet browser is not blocking cookies or you are not blocking RotoPass through a second-party spam/cookie filter. If you are still unable to login, please contact RotoPass Customer Support.

My credit card got declined…
Make sure this transaction does not exceed your credit limit on the card and the information used when creating your RotoPass account matches the billing information for the credit card number entered.

I forgot the e-mail address associated with my account…
Please email RotoPass customer support at support@rotopass.com.

I forgot my password…
Click on the "Forgot Password?" link in the Member Login area and follow the instructions to be notified of your password via e-mail.

How do I change my e-mail address, password or edit my profile?
Log into RotoPass and click on the "Edit Profile" link in the Your Account area. Enter your new e-mail address, password or edit your profile. Be sure to enter your password and click the "Save Changes" button at the bottom of the page.

My account has been suspended…
Accounts may be suspended if it appears multiple IP's are accessing the same account, our account monitoring staff believe account abuse is taking place or if an account is a result of unlawful activity (i.e. credit card fraud). You must contact Customer Support to see if your account can be reinstated.

I cannot open the spreadsheet files. They come over with a .WK1 extension and I can't open them in Excel…
The WK1 files are LOTUS 1-2-3 files. However, most any version of Excel will be able to read them. RIGHT CLICK on the link and select SAVE TARGET AS to download to your computer. When you click on Open File in Excel, also click on the "Files of Type" drop-down box and select "LOTUS 123 files." As long as you're in the folder where the files are located, Excel will find them and be able to open them. If you are still having trouble refer to that site's FAQ's or contact their support staff directly.

I cannot download the spreadsheet files. All I get is garbage characters…
This is a problem with some browsers' ability to handle the WK1 (LOTUS) files. RIGHT CLICK on the link and select SAVE TARGET AS to download to your computer. Then open the file in LOTUS or Excel. If you are still having trouble refer to that site's FAQ's or contact their support staff directly.

When I access certain RotoPass Roster sites, I am getting old, outdated information…
Your disk cache, a temporary storage area on your computer, is probably full and needs to be emptied. To empty your disk cache: Internet Explorer: click on Tools / Internet Options / Clear History; Mozilla Firefox: click on far right "line" icon / options / advanced / clear now

I'm not getting e-mails from RotoPass Roster sites and I am expecting to…
Make sure your e-mail spam filter is not blocking the emails. Check your bulk e-mail folder or wherever your spam filter sends bulk/blocked e-mail. If you are still having trouble refer to that site's FAQ's or contact their support staff directly.

I'm at work and I can't get to RotoPass or one of the Roster sites…
Chances are your work has restricted Internet use for its employees and is blocking access to the site(s).

I can't read some of the features on FantasyInsiders…
Chances are you are trying to access something that is not part of their Basic Package. As described on the front page in the FantasyInsiders page (and on the FAQ page and the About FantasyInsiders page), RotoPass subscribers get access to the FantasyInsiders Basic Package, which includes their weekly rankings, their cheat sheets, their Vegas Tool, their DFS Depth Chart. This is for both NFL and College Football. They also offer deluxe and platinum packages as well. You can contact FantasyInsiders for more information on that.

I can't find the DFS tools on FootballGuys…
As noted on the front page in the FootballGuys box (and on the FAQ page and on the About FootballGuys page) a RotoPass subscription includes access to FootballGuys Insider Pro subscription. This is their season long package. FootballGuys does offer a more expensive package called Insider Pro Plus that has their DFS content and tools. RotoPass does NOT get you access to the DFS portion of FootballGuys. Their DFS tools are available for an additional price. You can contact FootballGuys for more information on that.

I can't find my $10 credit on FanDuel.
Well, there is a chance you do not meet their requirements. As noted on the front page in the FanDuel box, in the FAQ and on the About FanDuel page, you must be 18 years of age or over as well as a resident of AND physically located in the USA or Canada to make a deposit or play in any FanDuel contest with an entry fee or prize. If you are physically located in Alabama, Arizona, Hawaii, Idaho, Iowa, Louisiana, Montana, Nevada, Texas or Washington, you cannot deposit or play for real money. The list of states can change - for the most current list, please consult FanDuel.com/legal or their official terms of use here: https://www.fanduel.com/terms

You must also have redeemed this offer within 30 days of purchasing RotoPass or by September 30, 2017, whichever is later. If you meet all the eligibility requirements and you still do not have your credit, please email support@rotopass.com or go here: https://fanduel.custhelp.com/app/home/

I can't access the Rotowire Draft Software. Or, the Rotowire Draft Software is asking for a username and password and I'm already logged in through RotoPass. Help…
Sometimes Rotowire's Draft Software doesn't recognize RotoPass user names. It's not a big deal and an easy fix. Just click on the "forgot password" link and your specific Rotowire user name and password will be emailed to you instantly. Use that user name and password to login to Rotowire and the Rotowire Draft Software. If you don't receive it or need further assistance, please contact Rotowire directly at support@rotowire.com or call them at 888-201-3057. Their customer service team is terrific.

ESPN Insider is asking me for a code and I don't have a code. Or I lost it. Or I don't know what they are talking about…
You should have gotten a welcome email when you signed up for RotoPass that included your ESPN Insider coupon code. So check your spam folder if you didn't get one. Otherwise, the code is at the end of the URL when you click over to ESPN from the RotoPass homepage. If you still need help, email support@rotopass.com.

Something you haven't even thought of is happening to my computer / tablet / phone…
Email our customer support center at support@rotopass.com. Janet will take care of you and any problems that may arise. Your problem is our problem.

I'm already a paid member of ESPN Insider. I clicked over from ESPN and it does not show a discounted price for a RotoPass subscription. What's the deal?
If you are already a member of ESPN Insider, you can either call ESPN at 1-888-549-ESPN and ask for refund of the unused portion of your Insider account or the 12 month subscription you get with RotoPass (you get a coupon code with your subscription) can be applied at the end of your current Insider subscription.