Last updated: October 8, 2025Contact Us
For all general support inquiries, questions, feedback, or account issues, email our Support team at: info@runville.ai.
When you write, please include: your registered email address, a short description of the problem, screenshots or screen recordings (if relevant), the device and OS version you are using, and the app version (found in Settings → About).
Support Hours & Response Time
Business hours (typical): Monday–Friday, 09:00–18:00 (UTC).
We aim to acknowledge all email requests within 24 business hours and resolve common issues within 3 business days. Complex investigations (payment disputes, security incidents, third-party integrations) may take longer; we’ll keep you informed of progress.
If you contact us outside business hours, we will respond on the next business day.
What to Include for Faster Help (Checklist)
Please include the following in your first message to help us triage and solve your issue faster:
Registered email address linked to your Runville account.
- Short summary: one-sentence description of the issue.
- Detailed description: steps to reproduce the issue and expected vs actual behavior.
- Device details: phone/tablet model, OS version, app version.
- Screenshots, video, or logs (if available).
- Transaction ID or receipt (for payment-related issues).
- Common Issues & Quick Fixes
App won’t open / crashes: try updating the app to the latest version, reboot your device, and ensure you have the latest OS updates. If the problem persists, reinstall the app. Provide a crash screenshot or steps to reproduce.
Failed sync with third-party services (Garmin / Strava / COROS): ensure the third-party service is online, check that you have granted the required permissions, and re-authorize the connection from App Settings → Connected Services. If sync still fails, send us the timestamps of affected workouts.
Subscription or billing problems: check whether you subscribed via the App Store / Google Play or on our website. For store-managed subscriptions, cancellations/refunds are handled by the app store; follow the store’s subscription management steps or send us the transaction receipt and we’ll assist. For website subscriptions, include your receipt or order ID.
Notifications not received: confirm your device’s notification settings allow notifications for Runville and that Do Not Disturb is off. If push notifications fail, check the app’s Notification settings and, if needed, contact support with your device model and OS.
Login or password issues: use the “Forgot password” flow on the login screen. If you cannot access your registered email, contact support from that email or provide account verification details so we can assist securely.
Reporting Bugs and Feature Requests
We welcome bug reports and feature ideas. To report a bug, include clear reproduction steps, expected vs observed behavior, device/OS/app version, and any relevant screenshots or logs. For feature requests, describe the use case and the outcome you expect. We consolidate feedback and use it to prioritize product improvements.
Security & Sensitive Data
Do not send passwords or full payment card numbers via email. If we need to verify your identity for account actions, we may request limited verification details (for example, the last four digits of a payment card or a recent transaction date). All sensitive processes are handled securely and in accordance with our Privacy Policy.
Escalations & Complaints
If you are not satisfied with the initial support outcome, request escalation in your reply and include “Escalation Request” in the subject line. Escalated issues are reviewed by a senior support lead or product manager and you will receive an estimated timeline for resolution.
Emergency & Medical Disclaimer
Runville provides coaching and training guidance for general fitness. It is not a substitute for professional medical advice. If you experience a medical emergency or severe symptoms during exercise, stop immediately and contact local emergency services. For health-related concerns, consult a qualified healthcare provider.
Account Deletion & Data Requests
If you want to delete your account or request a copy of your data, see our Data Terms page or email privacy@runville.ai. For deletion requests, we will verify the request and process it according to our data retention policies; deletion typically completes within 30 days after verification.
Legal & Privacy References
Support interactions may be logged for quality, training, and legal compliance. For details on how we collect, use, and retain your data, please consult our Privacy Policy: /privacy. For data requests, use privacy@runville.ai.
Helpful Links (place these on the site as navigable links)
Privacy Policy — /privacy
Terms of Use — /terms
Data Terms / Account Deletion — /data-terms
FAQ / Troubleshooting — /faq (if available)
Feedback & Product Improvement
Your feedback matters. If you have suggestions to improve Runville, please email info@runville.ai or use the in-app feedback option. We read all submissions and prioritize product changes based on impact and feasibility.
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