Introduction

When you need assistance with a Runway account or product that our Help Center or Runway Academy doesn’t address, our support team is here to offer personalized guidance.

Due to high demand, please note that product and technical support are only available to customers on a Pro plan or higher.

Creators on one of these paid plans can generally expect a response in under 3 business days, though wait times may increase during high-volume periods.

For customers on a Standard plan, please refer to our Discord community for support.

 

Product and Technical Support

Accounts on a Pro plan or higher can submit a request for assistance by using the Help button in the bottom right corner of their dashboard:

After clicking this button, type in your query to browse our Help Center documentation. Most common questions are addressed in our documentation and can provide an immediate answer to questions and provide troubleshooting tips.

If you don’t find an answer to your question in our documentation, select the purple Get in touch button and then select Leave a message to begin drafting your support request.

Providing adequate information around your question or issue will help set you up for a fast resolution:

• Enter in a brief description that summarizes the nature of the request in the Subject field.
• Select a Topic that best aligns with the nature of your request to ensure it is routed to the correct team.
• Next, enter more details about your request, troubleshooting steps you’ve taken, and any other details that may be helpful in the Description field.
• Finally, provide an Asset or Project Share URL and any screenshots or attachments that would help the support agent understand and troubleshoot your issue and click Send.

You’ll receive an automated confirmation email once our system receives your request.

 

Account and Billing Support

Current customers on a Standard plan or higher can use the same method from the Product and Technical Support section of this article to contact the team with billing questions through the dashboard.

If you do not yet have a plan and need assistance with a billing issue, please reach out to us by emailing support@runwayml.com. Please note that requests through this method typically receive a response in under 7 business days, though response times may increase if we are experiencing high volume.

 

Support FAQ

Does the support team offer phone or chat support?

No, we do not offer phone or live chat support at this time. We offer an email-based support experience.

 

Is support automated or will a real person help me?

Our support team is composed entirely of humans–you’ll always receive a response from a real person. With this in mind, we ask that you communicate respectfully, as repeated profanity or aggressive behavior may result in losing support access.

 

I have more information that I want to add to the ticket. Should I submit a new request?

You'll receive a submission confirmation shortly after submitting your ticket. If your case develops before an agent replies, you can reply to that confirmation email to amend more information onto the case.

 

I have a Pro plan or higher and submitted a request through email. Should I submit a new request?

Submitting through your dashboard is optimized to help us efficiently address your request, so resubmitting is the best way to ensure you'll receive the support you need in a timely manner.

 

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

For any product questions, please refer to our Discord community. For any Billing issues, feel free to submit a Support ticket through your dashboard.

 

Will support respond faster if I submit multiple tickets?

No. Our support team answers tickets in the order that they are received, so submitting multiple requests will not result in a faster response and will only result in delays for other people who need assistance.

 

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.