Introduction

When you can't find answers in our Help Center or Runway Academy, our AI assistant is here to provide instant help with Runway accounts and products.

If the AI assistant determines that your issue requires human assistance, all users can receive billing and account support, while product and technical support is exclusively available to customers on a Pro plan or higher: 

Support Type	Free & Standard	Pro Plans & Higher
AI Assistant	✅	✅
Discord Community	✅	✅
Human Escalation for Billing	✅	✅
Human Escalation for Product Guidance	❌	✅

Free and Standard plan users with unresolved product or technical questions can find additional help in our Discord community when the AI assistant can't provide a solution.

 

Accessing Support

Support can be accessed by using the help icon in the top right corner of your dashboard:

Ask a question or provide details about the issue you're experiencing. If applicable, follow troubleshooting steps provided by the AI Assistant.

If it's determined that your case needs to be escalated, the AI Assistant will send a summary of your issue or questions to the support team. To avoid delays in handling your request, please ensure that you've provided sufficient details about the nature of your issue to the AI Assistant. 

For complex issues or questions requiring human support, please note that product and technical assistance from our support team is only available to customers on a Pro plan or higher.

Account and billing support is available to all users, regardless of subscription type.

Customers with Pro plans or higher can generally expect a human response within 3 business days, though wait times may vary during busy periods. Billing-related requests for Free or Standard users can 

 

Escalation Code of Conduct

Our support team consists of real people dedicated to solving your issues. To get the best help possible:

• Communicate clearly and include relevant details about your issue
• Follow troubleshooting steps when provided
• Treat our team members respectfully - we don't tolerate harassment, abuse, or discrimination

Subject to our Terms of Service, we may immediately end conversations and terminate accounts that involve harassment, threats, or abuse. In such cases, we reserve the right to determine whether any refund will be provided, in accordance with our terms.

Your use of our support services constitutes acceptance of both this code of conduct and our full Terms of Service.

 

Support FAQ

Does the support team offer phone or chat support?

No, we don't currently offer phone or live chat with human agents. Our AI assistant can solve most common issues instantly through chat. For complex matters requiring human attention, we provide ticket-based support from our team.

 

Is support automated or will a real person help me?

Initial support is provided through an AI assistant, which can instantly answer common questions and solve many issues. For complex problems that the AI can't resolve, your case will be escalated to our human support team who will respond via our ticketing system. All support tickets are reviewed and addressed by real people on our team.

 

I have a Standard or Free plan. What kind of support can I expect?

For product questions, please first use the AI Assistant and then refer to our Discord community for further questions. 

 

Still have questions?

We offer a variety of resources, from our Help Center to Runway Academy. Join our official Discord to learn from our community or creators, participate in community events, and more.