Frequently Asked Questions

I sent support request and have not heard back.

We aim to respond to every support request in 24h. If you have not received anything, then please:

• Check your SPAM / Junk folders, as our response could have been marked as SPAM or Junk. Our emails comes from @codeaplus.com address, thus if possible in your mail client program, add our domain to the white list.
• If you have Twitter account, contact us using @runmate in your message – it will make sure we see it. We check our Twitter stream several times a day, so it's probably the fastest way to get answers.
• Post a comment to this blog post and we will respond there as soon as possible.

The App Store states that Run Mate is compatible with iPhone or iPod Touch and yet when I went to sync it with my iPod Touch it said it only works with iPhone. What's up?

Run Mate is compatible with all iPhones and all iPod Touches. However, the minimum software requirement is OS 3.0 (needed for the access to iPod music library). Full name is "iPhone OS 3.0" where probably the confusion arose – iPhone OS applies to both iPod Touch and iPhone.

Thus make sure you have the appropriate version. If not, please update when possible. To check what version you have, go to:
Settings app → General → About, then check what it says next to Version label.

I added new running program, but when I start it to run, Run Mate crashes during the run.

The easiest solution is to figure out which sequence is causing this and delete it, then create new. Most likely is some edge case for the data used.
However, we would really like to hear about these cases, so we can fix such issues in future versions.

Please see this post how to find the crash logs, then go to support page and contact us – we will respond as soon as possible and you can send the crash logs to us over email.

I used Run Mate for a while, changed something and now it crashes / won't even start. What's happening..?

While we try to test for all possible data combination, the reality is that there are million different combinations due to Run Mate's program creation flexibility.

If possible, before doing anything else, please locate the crash logs and copy them to some safe place, outside the folder where they are. Then go to support page and contact us – we will respond as soon as possible and you can send the crash logs to us over email.
Now, what can you do in the mean time, while we're investigating the crash logs...

1. Delete the Run Mate from the device, then re-sync the application from the iTunes / re-download from the App Store (you won't be charged again). This will revert Run Mate to original state.
2. Restore the most recent backup when things were working properly. See this Apple Support page regarding iPhone and iPod Touch backups
   Note: this will revert the state of all device content to the moment when backup is done, not just Run Mate state. If you have made substantial changes in other apps, you could lose that data if it's not stored in some other place when it could be synced again to the device. Before restoring a particular backup, make sure you do Sync in iTunes.
   If you are unsure about this, don't do it – do the previous step.