How can we help?
Answers for RUNHEX 1.1. We reply to every email within 48 hours.
How do I delete my account?
In the app: Profile > Settings > Delete account. Your account, runs, posts and photos are deleted straight away; copies in backups are gone within 30 days.
Deleting your account does not cancel an App Store subscription. Cancel it in iPhone Settings > your name > Subscriptions.
How does my rank work?
Run 1 km or more and RUNHEX converts your time to an Equiv-5K with the Riegel formula. Your best Equiv-5K ever sets your rank, from Iron to Tera, with five divisions in each tier. It never drops.
What is Hextreak?
Pick 1 to 5 run days for the week. Run all of them and your Hextreak grows by a week. A Shield covers a missed day, and Take a break pauses it when you are injured, ill or travelling.
How do Squads work?
A Squad shares one Hextreak. Invite friends with a link; invites last 7 days. Squads are for runners 18 and over.
How do I import runs from my watch?
Connect Apple Health in the app and allow RUNHEX to read your workouts. Runs from Apple Watch and other apps that save to Apple Health are imported, with their route and heart rate. We only read; we never write to Apple Health.
Why did my run not count?
Only runs of 1 km or more count for rank and tokens, and tokens are paid for your first 2 such runs each day. Runs with unrealistic speed are not counted. Imported runs must be from the last 30 days. Email us the date and time if you think we got it wrong.
What is Pro, and how do I cancel?
Pro explains every Progress score, saves animated posters, unlocks route colour mixes, up to 20 custom maps, an unlimited diary and a Shield every month. Rank, tokens, Hextreak and Squads never depend on Pro.
Cancel in iPhone Settings > your name > Subscriptions > RUNHEX Pro. You keep Pro until the end of the period you paid for.
What can other runners see?
Your name, handle, photo, country, city, rank and Hextreak. Friends and clan-mates see posts you share; run cards hide the first and last 200 m of your route. Heart rate, gender, age band and your full routes are never shown. Details are in the Privacy Policy.
Someone is being abusive. What can I do?
Report the message, post or Squad, or block the person, from the menu on it. We review every report within 24 hours. Manage blocks in Settings > Blocked users.
What are tokens?
Points you earn by running and finishing App guides, and spend in the Shop on cards, map styles and Shields. They have no cash value and cannot be bought or traded.
Still stuck?
Email us with your account email and what happened.