There are a few ways to get help in Runway, and the fastest one depends on what you're stuck on. This article covers how to get help with account, billing, creative, and product questions
| What you need help with | Where to start |
| Billing, refunds or getting help with your Runway account | Open the AI assistant from the help icon on your Plans and Billing page. It can solve most issues on the spot and will hand anything else to our support team. |
| Prompting and generation results | Ask in #community-help on our Discord, where moderators and other creators can jump in live. |
| Learning how features, models or credits work | Browse the Help Center or take a lesson in Runway Academy. |
Getting creative and product help
Getting Creative and Product Help
For prompting help, questions about generation results or learning how the tools work, there are a few places to start:
- Help Center — guides to how Runway's features, models and credits work
- Runway Academy — tutorials and courses for learning to create
- Runway Agent — a real-time creative partner that plans and generates with you inside Runway
- Runway MCP — connect Runway to Claude, ChatGPT or another LLM, then work through your prompts and generate without leaving that chat
- Discord — our creative community, where moderators and other creators can look at your prompt or inputs live
Agent and Runway MCP use your Runway credits, the same as generating in the app.
For help from a real person, hop into #community-help on Discord and ping any of the @On Call - Moderators.
Accessing support chat
Support is available from the help icon on the Plans and Billing page.
- Select your profile icon in the bottom-left corner
- Select Plans and Billing
- Select the help (
) icon
Are you on an Enterprise account? The help icon is available on most pages in the top-right corner. See Contacting Enterprise Support for what's included with your plan.
Ask a question or describe the issue you're experiencing. If applicable, follow the troubleshooting steps provided by the AI assistant.
If your case needs to be escalated, the AI assistant sends a summary of your issue to the support team. Make sure you've given the AI assistant enough detail about the nature of your issue.
Human support from our team covers account and billing issues. For escalated account and billing tickets, you can expect a response within:
- 3 business days on Pro plans and higher
- 5 business days on Free and Standard plans
Wait times may vary during busy periods, and our team doesn't reply on weekends, overnight (Eastern Time) or holidays.
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
I can't find the help icon. Where did it go?
It's on your Plans and Billing page. See Accessing Support above for the steps. On Enterprise plans, the help icon is available on most pages in Runway.
When will I hear back?
For account and billing tickets that reach our support team, expect a reply within 3 business days on Pro plans and higher, or 5 business days on Free and Standard. Our team doesn't reply on weekends, overnight (Eastern Time) or during holidays, and wait times can stretch during busy periods.
Once you've submitted a ticket through the AI assistant, you can close the chat. Someone will reach out as soon as possible.
Can Support help with my prompts or a generation that didn't turn out right?
Our support team focuses on account and billing, so for creative questions the fastest way to reach a real person is the #community-help channel on our Discord, where moderators and other creators are around to help. For a deeper walkthrough of a feature or model, the Help Center and Runway Academy are the best places to start.
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 account and billing matters that need a person, 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 account and billing problems the AI can't resolve, your case is escalated to our support team, and every ticket is reviewed and answered by a real person. For creative help from a real person, our Discord is the fastest route.
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.