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Support

Help with Runsei

Runsei is built and run by Improva Labs ApS (CVR 46606558), Denmark.

Email us

Write to support@runsei.com. It reaches a person, not a queue — Runsei is small and in private testing, so the same people who build it read the support mail.

Four things make an answer much faster, and none of them are obligatory:

  • The email address on your account, so we can find you. Write from it if you can.
  • What you expected and what happened instead. Even one sentence — “the plan said Tuesday and the watch file said Wednesday” — beats a screenshot on its own.
  • Where you were — the iPhone app, the Android app, or the web app — and the app version if you have it to hand.
  • When it happened, roughly. It lets us find the run or the conversation you mean.

Report it from inside the app

On the iPhone and Android apps there is a Report a problem action in the header of every screen. It sends us what you write along with the screen you were on and the version you are running, so you do not have to describe any of that yourself. It is the fastest route if you have the app open — and it tells you what it is sending before you send it.

The web app does not have that yet. From the web, email is the way.

Things you can do yourself, right now

  • Can’t sign in? Runsei signs you in with email, Google or Apple. Use the same method you signed up with — a Google account and an email account with the same address are two different logins, and that is the most common cause.
  • Export everything we hold about you — under Profile, no need to ask us.
  • Disconnect a data source — Strava, Apple Health or Health Connect, under Profile → Connections. Disconnecting Strava also revokes the access we hold. Apple Health and Health Connect give us no token: to withdraw their permission, remove Runsei in your phone’s settings.
  • Delete your account — see how deletion works, including the 14 days you have to change your mind and exactly what is and is not removed.

A note on what Runsei is right now

Runsei is in private early access. Things change, and some things break — if you have found one, telling us is genuinely useful and not a bother. It is also a training tool and not medical advice; if something hurts, that is a question for a professional, not for us.

Other ways to reach us

If you are wondering how Runsei decides what it decides, that is written up in How it works.