Runsi
Support
Help for Runsi on mobile and wearable apps
Use this page to reach us about your account, workouts, subscriptions, Live Circle, or anything that isn’t working as expected. We keep support simple: one email address, clear details from you, and a straightforward reply.
How to get help
Email the Runsi support team:
There is no phone support line. For store purchases and refunds, the App Store or Google Play billing tools are often the fastest path (see Account & billing below).
What to include in your email
The more specific you are, the faster we can help. Please include:
- A short description of what you expected and what happened instead
- Device model (phone and/or watch companion) and OS version
- Runsi app version, if you know it (Settings → About, or your store listing)
- The account email you use to sign in (Apple, Google, or email), if relevant
- Screenshots or a short screen recording when something looks wrong on screen
- Approximate date and time of the issue, especially for workouts or purchases
Please do not send passwords, full payment card numbers, or government ID photos.
Account & billing
- Sign-in: Try the same provider you used originally (Apple, Google, or email). If you cannot get in, tell us which method you used and any error message you see.
- Subscriptions & purchases: Lite and Pro are managed through the App Store or Google Play, depending on where you subscribed. To review, cancel, or request a refund, use that store’s subscription and purchase tools on your device (Apple: reportaproblem.apple.com; Google Play: Play Store → payments & subscriptions, or Google Play Help).
- Account deletion: You can delete your account in the app under Settings. If that fails, email us from the address on the account.
Common topics
- Workout tracking: Distance, pace, and maps depend on GPS, permissions, battery, and outdoor conditions. Metrics are estimates and can vary.
- Watch companion: Runsi’s watch companion works with the phone app when both are installed and the wearable is paired (for example, Apple Watch or other supported wearables). If watch workouts or controls are missing, confirm the companion app is installed, that Bluetooth is on, and try restarting phone and watch. Email us with both device models and OS versions if it still fails.
- Live Circle & SOS: These features notify people in your Live Circle on a best-effort basis and may share live location with them. They do not contact 911 or any public emergency service. Alerts can be delayed or fail due to network, permissions, or device settings. In a real emergency, call your local emergency number yourself.
- Coaching & plans: Training suggestions are general fitness guidance, not medical advice or a substitute for a qualified professional.
SOS and Live Circle are not emergency services. Always dial your local emergency number yourself when you need urgent help.
Response expectation
We typically reply within a few business days. Volume and holidays can slow things down. We do not guarantee a fixed response time. If your message is urgent for safety, contact local emergency services first — email support is not an emergency channel.