Introduction

As a member of an Enterprise organization, you have access to priority support. This article outlines common enterprise support questions, how to access support, and includes links to various Runway resources.

Contacting Support

The fastest way to get support for any technical troubleshooting is to leverage our in-app AI Assistant. You can start a conversation by clicking on the triple-dots icon towards the top right of the web app, then selecting Customer Support Chat: 

Provide a description of the issue you’re encountering. 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.

Prompting & Generation Troubleshooting

For prompting and generation troubleshooting, we recommend first trying your generations in Chat Mode. Chat Mode is a powerful, conversational way of generating, where you can exchange with the model to iterate on your project’s needs. Learn more by reviewing Creating with Chat Mode.

You can access Chat Mode inside a Generative Session. 

If you are in Apps or Tool Mode, you can switch to Chat Mode by selecting the Chat icon in the left hand sidebar: 

Chat Mode acts as a creative collaborator that drafts optimized prompts based on your request and inputs.

Sharing an asset with support

If you decide that you'd like to escalate your question to our Support team through the AI Assistant, please include an Asset share link for the generation you'd like assistance with in your request. 

Providing an asset share link gives the support team the necessary information to understand and troubleshoot your issue, including:

• The prompt
• The input media
• The settings and model

Create an Asset share link by clicking the Share () icon and setting the permissions to Anyone with link. Please see How to share an asset for a detailed overview.

FAQs