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If you need help with Runable, you have two ways to reach out to us. We are a small team that reads every message personally.

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How to get support

You can contact us directly from inside the app or by email. In-app support is the fastest way to get help. Email is best for private or account-specific issues. In-app support — reach the team without leaving Runable. Contact support directly from the app in three steps:
  1. Click your profile (bottom-left corner of the app).
  2. Click Help.
  3. Click Contact Support and describe your issue.
A team member responds within 2 hours during business hours. Email — contact support for billing help, account issues, private inquiries. For account-specific issues, billing disputes, or anything that requires sharing private details. Our customer support team replies within 1 business day. Email address: [email protected]
In-app support — Reply within 2 hoursThe fastest way to connect and get help. Go to Profile → Help → Contact Support, describe your issue, and a team member responds within 2 hours during business hours.
Email — Reply within 1 business dayFor account-specific issues, billing disputes, or anything that requires sharing private details. Send a message to [email protected] and we get back to you within 1 business day.

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Common questions

Your credits reset at the start of each billing cycle. If you need more credits before your cycle renews, you can either buy additional credits or upgrade your plan — higher plans give you more credits per month. Unused credits do not carry over to the next month.Go to Settings → Billing to view your current balance, buy credits, and see upgrade options.
Every AI operation (chat messages, image generation, video generation, audio, reports) uses credits. Each operation costs a minimum of 1 credit. The exact cost depends on the model, resolution, duration, and whether audio is enabled.You can view your credit usage per chat in Settings → Usage.
Credit cost varies by operation:
  • Higher resolution costs more (4K costs more than 720p).
  • Longer videos cost more (billed per second of video).
  • Audio-enabled videos cost roughly 2x compared to muted videos.
  • Image upscaling costs more at higher scale factors (4x costs more than 2x).
  • Higher quality models cost more than standard models.
Use canvas editing tools (remove background, upscale, text edit, mark edit) instead of asking the agent in the chat. Canvas edits use significantly fewer credits — up to 10x savings.
Consumed credits cannot be refunded. If you believe credits were deducted incorrectly due to a bug or error, contact us via Profile → Help → Contact Support or email [email protected] with the details and we will investigate.
Go to Settings → Billing → Plans. You can see all available plans with feature comparisons.
  • Upgrading on the same billing interval takes effect immediately and is pro-rated.
  • Upgrading across billing intervals (monthly to annual) starts a new cycle instantly.
  • Downgrading takes effect at the end of your current billing cycle.
  • Annual plans save 30% compared to monthly billing.
If a generation fails, credits should not be deducted. If you see credits deducted for a failed operation, contact us via Profile → Help → Contact Support with the chat link and we will look into it.
Yes. Go to Settings → Account → Delete Account. This permanently removes your account, all chats, generated content, and billing data. This action cannot be undone.
Runable supports sign-in via magic link (email), Google, Apple, and Microsoft. If you are having trouble:
  • Check your spam folder for the magic link email.
  • Make sure you are using the same sign-in method you originally used to create your account.
  • Try a different browser or clear your cookies.
  • If none of these work, email us at [email protected] with the email address you used to sign up.

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Report a bug

If you found a bug or need to report an issue, contact us via Profile → Help → Contact Support. Include:
  • What you did (step by step).
  • What you expected to happen.
  • What actually happened.
  • A screenshot or screen recording.
  • The URL of the chat where it happened (if applicable).
You can also use the thumbs down button on any agent response to flag a bad result directly from the chat.

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Feature requests and feedback

Have an idea that would make Runable better? Send it to us via Profile → Help → Contact Support or email [email protected]. The team reviews every suggestion.

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Contact us directly

In-app support — the fastest way to reach the team

Runable customer support email — billing help, account issues, private inquiries