We appreciate you reaching out to our small but mighty support team. Now that your carefully written inquiry is in our hands, you might be wondering what comes next.
When will I hear back?
We are currently only able to guarantee agent support to users on paid plans. To make sure your inquiry is assigned appropriate priority if you are on a Pro, Unlimited, or Enterprise plan, please ensure you submitted your ticket by heading to the Runway web app and clicking the speech bubble in the top right corner of the screen.
After you submit a ticket via the chatbot, you may close out the chat widget. Someone will reach out to you as soon as possible. Submitting multiple ticket via the chatbot may delay a response.
For users on a paid plan, please expect a response 1-3 business days after your submission. Our support team does not reply on weekends, overnight (Eastern Standard Time), or during holidays.
If I send you another ticket, will you reply faster?
No, and submitting multiple tickets for the same issue may delay a response in certain cases. We strongly recommend submitting a single ticket for a single issue, as spreading details across multiple tickets can create challenges when trying to fully address questions or concerns.
However, there are certain cases where a follow-up, or replying to the email associated with your existing ticket, can be useful.
Sending a reply to your initial ticket will be beneficial in these cases:
- Something has developed about the problem/case
- You have more information to provide (screenshots, screen recordings, console log errors, etc.)
What if I submitted my ticket via your AI assistant?
If you submitted a ticket via our chatbot or AI assistant, you should receive an email from us with your ticket number. You can respond directly to that email if you need to add additional information to your ticket.