Support
A real person reads this inbox. If something is broken, or a claim went wrong, tell us what happened and roughly when — that is usually enough for us to find the run.
Before you write in
My loop was refused. Why?
Usually one of three things. The loop did not close — the route has to come back to roughly where it started. The ground inside it was too small to tell apart from GPS error, which happens on a tight loop with a poor signal; the fix is a wider loop, not a longer run. Or the ground was already held by another runner, in which case your run still counts and still shows in your history, but no turf changes hands.
My run stopped recording when I locked my phone.
RUNVHAL needs background location permission to keep recording while the screen is off. Check Settings → RUNVHAL → Location and choose Always. If iOS force-quits the app, the run is recovered from its last checkpoint the next time you open it — you will be offered it back.
How do I delete my account and everything in it?
Profile → Settings → Account & Security → Delete Account. It is immediate and it is a real deletion, not a hidden flag: your runs, routes, live position and challenge history go. Ground you were holding is released so it stays on other runners' maps as unclaimed rather than vanishing.
Someone is harassing me.
Block them from their profile — blocking is mutual and immediate, so neither of you can see the other, including during live runs. Report them from the same screen, or email us. We read every report.
Also useful
- Privacy Policy — what we collect, and how long routes are kept.
- Terms of Service — the rules, including what counts as faking a run.