> ## Documentation Index
> Fetch the complete documentation index at: https://docs.runable.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Get help and contact support for Runable. Reach us in-app via Profile > Help > Contact Support, or email support@runable.com for billing help, account issues, and private inquiries.

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.

## 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: [support@runable.com](mailto:support@runable.com)

<Tip>
  **In-app support — Reply within 2 hours**

  ***The 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.
</Tip>

<Note>
  **Email — Reply within 1 business day**

  For account-specific issues, billing disputes, or anything that requires sharing private details. Send a message to [**support@runable.com**](mailto:support@runable.com) and we get back to you within 1 business day.
</Note>

## Common questions

<AccordionGroup>
  <Accordion title="I ran out of credits. What do I do?">
    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.
  </Accordion>

  <Accordion title="How do credits work?">
    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**.
  </Accordion>

  <Accordion title="Why did my video or image use so many credits?">
    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.

    <Tip>
      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.
    </Tip>
  </Accordion>

  <Accordion title="Can I get a refund for credits I used?">
    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 [support@runable.com](mailto:support@runable.com) with the details and we will investigate.
  </Accordion>

  <Accordion title="How do I upgrade or downgrade my plan?">
    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.
  </Accordion>

  <Accordion title="What is included in each plan?">
    | Feature          | <Badge size="sm">Free</Badge> | <Badge color="green" size="sm">Starter</Badge> | <Badge color="blue" size="sm">Pro</Badge> | <Badge color="purple" size="sm">Unlimited</Badge> |
    | ---------------- | ----------------------------- | ---------------------------------------------- | ----------------------------------------- | ------------------------------------------------- |
    | Multi-model chat | Limited                       | Unlimited                                      | Unlimited                                 | Unlimited                                         |
    | AI images        | —                             | Limited                                        | Unlimited                                 | Unlimited                                         |
    | AI videos        | —                             | —                                              | Limited                                   | Unlimited                                         |
    | Websites         | —                             | Yes                                            | Yes                                       | Yes                                               |
    | Presentations    | —                             | Yes                                            | Yes                                       | Yes                                               |
    | Reports          | —                             | Yes                                            | Yes                                       | Yes                                               |
    | Connectors       | —                             | —                                              | Yes                                       | Yes                                               |
    | Podcasts         | —                             | —                                              | —                                         | Yes                                               |
  </Accordion>

  <Accordion title="My generation failed or got stuck. Was I charged?">
    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.
  </Accordion>

  <Accordion title="Can I delete my account?">
    Yes. Go to **Settings → Account → Delete Account**. This permanently removes your account, all chats, generated content, and billing data. This action cannot be undone.
  </Accordion>

  <Accordion title="I cannot log in to my account">
    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 [support@runable.com](mailto:support@runable.com) with the email address you used to sign up.
  </Accordion>
</AccordionGroup>

## 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.

## Feature requests and feedback

Have an idea that would make Runable better? Send it to us via **Profile → Help → Contact Support** or email [support@runable.com](mailto:support@runable.com). The team reviews every suggestion.

***

## Contact us directly

<Prompt description="In-app support — the fastest way to reach the team" actions={["copy"]}>
  Profile → Help → Contact Support
</Prompt>

<Prompt description="Runable customer support email — billing help, account issues, private inquiries" actions={["copy"]}>
  [support@runable.com](mailto:support@runable.com)
</Prompt>