If you're encountering difficulties while using the mobile app, we recommend taking these troubleshooting steps 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, it's possible we have already fixed this in an app update. So 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 profile 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 possible 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 problem persists

In some cases, the basic troubleshooting steps won't resolve the issue. We encourage you to reach out to our Support team with the following information so we can diagnose and resolve the issue:

1. What tool were you using — (tool and model)
   • (If applicable) What input did you use (image, preset, or text)?
   • (if applicable) 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? 
   1. If you don't know, you can find out by going to your Settings app > General > About, and sharing the iOS version and model name that appear. 

Once you’ve gathered this information, follow the steps in Getting Help with your Runway Account to submit a support request.