Having trouble with the mobile app? We're here to help! However, here are some great first steps you can take before reaching out to us. 

Basic Troubleshooting

Whether you're experiencing anything from an in-app error to an export issue, these first steps may fix whatever issue is causing you trouble.

• Check for scheduled updates in the App Store. If you've stumbled across a bug or performance issue, chances are that we might've already fixed it! To deliver those to you, you'll need to make sure your version of the app is up to date.
  Scheduled updates can be found and downloaded immediately by navigating to the App Store > tapping on your icon in the top right corner > scrolling down. 
  
  • If no update is scheduled from Runway there, you can double-check for updates by searching for the app in the App Store and seeing if an update appears on the page. 
• Delete and re-install the app. In cases of something going awry on installation, this fix will reset any possibly associated issues.
• Make sure you're on a stable internet connection. If you were traveling or in a low-signal location, chances are that the app was unable to connect properly. Try again when you're somewhere with a strong, stable Wi-Fi connection.

If the trouble persists

In some cases, the basic troubleshooting steps won't resolve the issue. That's ok! We encourage you to reach out to our support team.

Collecting the following information and including it in your ticket will help us diagnose and resolve the issue faster:

1. What tool were you using> Gen-1, or Gen-2?
   1. If you were using Gen-1, what input did you use (image, preset, or text)?
   2. If you were using Gen-2, what prompting mode did you use (Text to Video, Image to Video, or Text + Image)?
2. What iPhone model were you using the app on? If you don't know, you can find out by going to your Settings app > General > About, and replying with the iOS version and model name that appear. 

Once you’ve gathered this information, contact us from the Contact Support button on your dashboard and we’ll look into your issue ASAP.