Troubleshooting

My name and/or age is wrong.

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Please note that you cannot edit your age directly in the app, but you can delete your RunRun account and start over. If you do so, you will permanently lose your matches, messages, and other information associated with your account.

If you’d like to proceed, follow the steps below:

  1. Open RunRun and tap Profile at the menu bar

  2. Go to Settings 

  3. Tap Delete Account and confirm

  4. Open RunRun again, and create a new RunRun account

Why I cannot update my profile?

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To update your profile

  1. Tap Profile at the menu bar
  2. Select Edit Info > About Me

If you've updated your profile and the changes won't save, please make sure you're using the latest version of RunRun and try logging out and logging back in to the app. 

If you're seeing an error message, please make sure you have a strong internet connection and please try again later.

Why is my account under review?

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If you see a message that says “your account is under review,” it means that your profile has been reported multiple times by other users. 

Make sure you've allowed RunRun access to your phone's photo album. If you denied RunRun access to your photos, go to your phone’s settings, find RunRun, and enable photo access.
 

If the issue persists, please try again at a later time.

Why I can’t upload photos?

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Sometimes we have to remove photos from your profile to keep the experience enjoyable for all users. If one of your photos has been removed, that means it has been reported over times. 

Why were my photos deleted from my profile?

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Why am I not getting push notifications?

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Your push notifications are on and you’ve suddenly stopped receiving notifications, this is most likely temporary. We apologize for the inconvenience. 

In the meantime, please try disabling and enabling push notifications in your device settings. 

  • iOS: Open the iOS Settings app > Notifications > RunRun.

  • Android: Go to your device settings > Sound & Notifications > App Notifications > RunRun

To turn notifications on, follow the below instructions

  1. Open RunRun 

  2. Tap the Profile icon at the menu bar

  3. Select Settings

  4. Scroll down to the Push Notifications

I failed to connect my account with Health tracking app.

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Only one health tracking app could be connected to RunRun. 

Before your connecting to RunRun, you have to download the health tracking app and activate the account. 

We will notify all users when countdown completed. 

 

The control of push notification listed below 

  1. Access Profile 

  2. Tap Settings 

  3. Scroll to Notification 

  4. Select Push Notifications 

  5. Turn on the Reminder

Why I failed to receive push notification of profile after countdown?

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