RunLive support
We're here
Last updated 19 October 2026
Something not working, or a question about how a feature works? Email us and a person will reply. The common questions are answered below.
How to reach us
Email support@runlive.app. We read every message and a person replies.
To help us fix things first time, please include:
- Your iPhone and Apple Watch models, and the iOS and watchOS versions.
- The RunLive app version (shown in Settings).
- What happened, what you expected, and roughly when it happened, so we can match it against the logs.
- A screenshot or screen recording if you have one.
Common questions
How do Live Runs work?
A Live Run is a Pack run. Pick a scheduled block and its playlist, or set one up and invite your people, and everyone starts on the same second wherever they are. The Pack shares a playlist and can talk over voice chat while running, so a Pack in three cities runs as one. Your position is never shared with the Pack, only that you are running.
How do Ghost Runs work?
A Ghost Run races one of your own past runs. Pick a run from your history, and as you go RunLive compares your pace against that run at the same point in the distance and tells you whether you are ahead or behind. Beat the ghost and the new run becomes the one to beat.
How do I change the Zenith voice?
Open Settings in the app and pick a Zenith voice. The change applies to your next run.
How do I manage or cancel RunLive Stride?
RunLive Stride is billed through Apple, so it is managed in your Apple subscription settings, not in the app. On your iPhone open Settings, tap your name, then Subscriptions, then RunLive. There you can change between monthly ($7.99) and yearly ($59.99) plans, or cancel. If you cancel, Stride stays active until the end of the period you have already paid for. Refund requests also go through Apple.
Free accounts keep unlimited free runs and four starts a month each of Zenith, Ghost and Live runs. Stride removes those limits.
How do I connect Strava?
Open Settings in the app and choose Connect Strava. You will be sent to Strava to sign in and approve the link. Once connected, completed runs are sent to Strava. You can disconnect in Settings at any time, or from your Strava account.
How do I delete my account?
Open Settings and choose Delete account. You can also email support@runlive.app from the address on your account. Deleting your account removes your profile, your runs and your club data within 30 days, except where the law requires us to keep something. Workouts already saved to Apple Health stay in Apple Health unless you delete them there.
How does the Apple Watch app work?
The watch app installs with the iPhone app. If you do not see it on your wrist, open the Watch app on your iPhone and install RunLive from there. Once it is on your wrist, a run can be started from either the watch or the phone and both stay in step: pause, resume and finish from whichever is closer to hand. Heart rate comes from the watch when you are wearing it.
Who can see where I am while I run?
Nobody sees your route or your location. If you allow it, your club sees that you are out running, nothing more. Your map and route are yours and stay on your account. You can turn this off in Settings.
Anything else
If your question is not here, email support@runlive.app. For questions about your data, see our privacy policy or write to privacy@runlive.app.