RUNWAY / SUPPORT
Runway Support
Last updated
Effective Date
This support information is effective from 3 August 2026.
Contact Support
Runway support is provided by Sole Coding, operated by Kay Weng Foong. Email kaylek207@gmail.com for help.
What We Can Help With
We can help with:
- installing, launching, and configuring Runway;
- connecting or disconnecting supported AI providers;
- refresh errors, missing usage information, and local activity detection;
- Runway forecasts, planner, workflows, notifications, projects, and rankings;
- Runway Pro purchase, activation, validation, and deactivation; and
- bug reports and product feedback.
What to Include
To help us diagnose the issue, include:
- a short description of what happened and what you expected;
- steps that reproduce the problem;
- the Runway version and build shown in Settings;
- your macOS version;
- the affected provider and connection type;
- the exact error message, if one appeared;
- a screenshot with personal or sensitive information removed; and
- your Lemon Squeezy order number for purchase, refund, or licence issues.
You do not need to send a full transcript. If a small excerpt is necessary, remove prompts, project names, file paths, client information, and other sensitive content first.
Protect Your Credentials
Never send us a password, provider API key, access token, authentication cookie, private repository content, or full Runway Pro licence key. We will not ask for those secrets by email.
For licence support, the Lemon Squeezy order number and purchaser email are normally sufficient. If an on-screen licence reference is needed, send only the masked value shown by Runway.
Response Time
We aim to reply within three Singapore business days. Response times are targets, not guaranteed service levels.
Complex issues, weekends, public holidays, third-party investigations, or high support volume may require more time. We will prioritise security and purchase access issues where practical.
Provider and Payment Issues
Runway depends on AI providers, Apple, Lemon Squeezy, and other third-party services. We can help determine whether an issue appears to be in Runway, but we cannot recover a provider account, change a provider limit, reverse a provider charge, or guarantee that a third party will restore an unavailable service.
Provider billing and account-access issues should be reported to that provider. Lemon Squeezy, as merchant of record, may handle payment, tax, receipt, chargeback, and refund processing.
Refund Requests
Runway Pro includes a voluntary 14-day refund window for a first purchase, subject to the Runway Refund Policy. Send the purchaser email and Lemon Squeezy order number to kaylek207@gmail.com. Never send the full licence key.
Product Links
These pages are maintained by Sole Coding. Mandatory consumer rights remain available where applicable.