runwayml.comReviews of runwayml.com

Service was good a month ago for about a week. Overnight, queue times skyrocketed from 10 minutes to over an hour and never improved. Today, I tried using prompts I've used previously and had them denied. I attempted to cancel my subscription and get a refund but was denied because "there are too many content violations in the current billing period." The billing period being two days, during which I had 2 violations. They also delete any and all posts on their Discord server and the sub-Reddit that criticize them in any way. This company is borderline fraudulent in my opinion and should be avoided at all costs.

I paid for a Runway subscription, but my account was suspended on the second day after payment. I did not use the API. I did not use automation tools, bots, scripts, scraping tools, or any third-party service. All usage was done manually through Runway’s official app. After the suspension, I could no longer log in normally or access my generated assets. What matters most to me is not only the money, but the fact that I lost access to my own generated work and project data. I followed Runway’s appeal process and contacted their suspension appeal email. I sent an appeal, but I have not received any meaningful response or explanation. I still do not know what specific action or content supposedly violated their policy. From my perspective, this is extremely unacceptable for a paid creative tool: * account suspended almost immediately after payment * no specific reason provided * no access to generated assets * no meaningful response to the appeal * no clear path to resolve the issue I am requesting either account reinstatement, at least temporary access to download my generated assets, or a refund for the subscription period that I could not use. I cannot recommend Runway to creators who care about access to their work. If your account can be suspended without a clear explanation and your generated assets become inaccessible, that is a serious risk for any paid user.

Purchased yearly plan ($530 CAD, March 7, 2026). Service quality is terrible—image generation produces incorrect outputs, wastes credits. When I requested refund within 10 days (their policy allows it), support ignored me for 19 days. Only automated responses. When they finally replied, offered insulting partial refund. Do not buy.

No proper customer support - even though they state human escalation is possible, their chatbot will not allow it. You can't get a proper hint of what their service does until you pay. And after you pay - you get bogus generated. Bad quality output and not worth it.

Pessimi. Fatto una prova con 15 99 euro. Quasi tutti scalati senza aver creato nulla. Vedo che siamo in tanti Ci si dovrebbe riunire in un unico gruppo e fare una class action per riavere i soldi e rimborso del tempo perso !

Horrible business practice of allowing you to buy credits whilst subscribed, but when unsubscribed, the credits you purchased outside your subscription are essentially unusable as the credit can only be spend when you are subscribed to a paying plan. When trying to get help, you must go through an AI chatbot that determines refund status and refuses to give out the support runwayml email address. I can't think of many more ways this company could be anti consumer.

I am honestly heartbroken. Close to 2,000 videos of my hard creative work have been permanently cut off from me with absolutely no warning. I literally cried today realizing that it's all gone and I'm never getting it back. I didn't even realize how much this work truly meant to me until it was ripped away. Having your entire portfolio suddenly locked forever is a horrible feeling. To put yourself in the shoes of a creator: imagine investing your heart, soul, and hard-earned money into building something, only to have a corporate automated algorithm falsely flag you and lock you out permanently with zero recourse. What is happening to users on this platform right now is simply not fair or right. To make matters worse, Runway's official policy explicitly states that if they deny your appeal, your subscription is terminated and they refuse to issue a refund. They will actively take your prepaid money for a 30-day cycle and block your access on day one. A corporate help center article does not override consumer law. If you have been falsely banned and robbed of your subscription money by Runway, do not waste time arguing with their support bots. Do this immediately to get your money back: File a Bank Chargeback: Log into your credit card or banking app, find the Runway transaction, and hit "Dispute Charge." Choose the reason code "Services Not Rendered / Merchandise Not Received." Upload your ban email as proof that they are taking your money but blocking your access to the service. Your bank will forcibly yank the money back from them. File a Government Consumer Complaint: If you are in Ontario, Canada, go online to the Ministry of Public and Business Service Delivery and file a formal complaint under the Consumer Protection Act, 2002 for unfair business practices and unjust enrichment. If you are in the US, file a complaint with the FTC. I know the community team is overwhelmed. Timmy, who seems to be the only customer service rep trying to handle the chaos in the Discord, is doing everything he can—but even he doesn't have the power to override these broken, automated security decisions. I have to start completely over from scratch now, and it hurts. If you are a digital artist or filmmaker, please be warned: your hard work is not safe here. They can and will lock you out of your own creations and steal your subscription fee without a second thought. My heart goes out to everyone else going through this nightmare right now.

Don’t fall for the unlimited plan. Mass account suspension. The thing is, they first introduced the unlimited plan, and then restrictions started piling up one after another, without any warning. First, they removed the promised 1080p — fine. Then the queue time increased from 15 minutes to an hour. After that, they quietly removed the unlimited option from subscriptions. Not to mention the constant errors and artificial slowdowns, which often appear and interrupt your generation right after you’ve waited in a one-hour queue. And as the cherry on top of this scam-like scheme, they started banning active users with the unlimited plan, even those who had annual subscriptions. I had just renewed my subscription and got my account suspended. Everyone was banned with the same generic message, allegedly for account sharing or using scripts — which is completely false in most cases, including mine. They are clearly unable to handle the load and decided to compensate for their losses this way. I do not recommend using their service or paying for an account that can be banned at any moment without explanation or proof of any abuse and without refund.