Contact Runner

Choose the right route and share the key details up front

Email us for pre-sales guidance and general questions. For access, network, or system issues involving an existing order or device, sign in to the console and open a ticket. These are our only contact channels.

Choose a plan and order Send a support email

Pre-sales emails target a first reply within 2 business days. Console tickets linked to active devices target a first reply within 1 business day. Complex reproductions and security investigations will include next steps in the first reply.

CONTACT / ROUTE

Contact routing board

Two entry points
A
Pre-sales guidance

Email us your task, toolchain, memory, storage, region, and rental term.

Email
B
Existing order

Select the relevant order in the console so the ticket links to its records automatically.

Ticket
C
Technical support

Use a ticket first for device access, SSH, VNC, network, or system issues.

Ticket
D
Security report

Email the scope, timeline, reproduction steps, and sanitized evidence.

Email
E
Partnerships

Include your partnership context, expected scope, owner, and timeline in the email.

Email
Support email support@runnervps.com
Email composer

Create a complete support email

This tool does not submit content to our servers. After you fill it out, it creates a draft in your system email app for you to review and send to support@runnervps.com.

REQUEST DRAFT

Request details

Fields marked “required” must be completed
Request type (required)
Target region (required)
Preferred rental term (required)
If you already have an order, use a console ticket so the request links directly to the device record.
Describe the goal, current result, expected result, reproduction steps, and troubleshooting completed. Do not paste passwords, private keys, access tokens, or full payment details.

Pre-sales checklist

Five details determine the right recommendation

Don’t just say “I need a Mac.” Share your toolchain, concurrency, storage, GUI needs, and rental term so we can recommend Runner M4 or Runner M4 Plus with confidence.

01 Xcode and system requirements

List the project’s major Xcode version, command-line tools, minimum OS requirement, and whether you need to switch between toolchains. Include versions for Unity, Fastlane, or other build tools.

02 Concurrent workload

Tell us how many builds, tests, or automation jobs will run at once, whether you plan to register a self-hosted runner, and whether caches and artifacts will use disk and network concurrently.

03 Storage needs

Estimate peak usage for repositories, dependency caches, simulator data, assets, and build artifacts. Base plans include 256GB SSD and 512GB SSD options; plan extra capacity around your actual project cycle.

04 GUI requirements

Tell us whether you need VNC for Xcode, preview tools, or audio/video software, and whether team members will connect in rotation. If you only run command-line jobs, explain that SSH will be your primary management method.

05 Region and planned term

Choose a preferred region from Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and US East, and tell us whether you plan to use it daily, weekly, monthly, or quarterly. Current availability is returned live by the console.

View both plans and pricing Compare workflow scenarios
Existing order

Link device issues to an order first

After signing in to the console, select the relevant order or device and create a ticket. The linked record lets support verify the model, region, term, and device ID directly, avoiding repeated email checks.

Sign in and open a ticket Run connection diagnostics first
DEVICE Device ID

Copy it from the device details; do not substitute a custom nickname.

TIME When it happened

Include your time zone and the most recent reproducible time.

PATH Reproduction steps

Record commands, UI actions, and results in the order performed.

EVIDENCE Sanitized logs

Keep the error context, but remove tokens, keys, and personal data.

Security report

Share verifiable facts, never usable credentials

Send security reports to support@runnervps.com. If the issue concerns a specific device, you may also open a linked console ticket, but do not paste sensitive content in both places.

Impact scope

Describe the affected features, devices, orders, or data types, and whether the issue is still reproducible. Do not speculate about unverified impact.

Discovery time and timeline

State when you found it, your time zone, the key action sequence, and the latest verification result. A complete timeline helps distinguish an isolated event from a consistently reproducible path.

Reproduction and evidence

Provide minimal reproduction steps, expected and actual results, and sanitized logs. Redact email addresses, tokens, sensitive order fields, and payment information from screenshots.

Contact details

Provide an email that can reliably receive replies and name the person responsible for follow-up verification. Keep the same subject throughout the investigation to preserve context.

Send a security report View security responsibility boundaries
Support boundaries

We help troubleshoot service issues, but we never need your secrets

Support covers device access, order records, regional connectivity, and service delivery. Project code, certificates, software licenses, backups, and internal team permissions remain managed through your own processes.

What we can help with

  • Verify that the order, term, region, and device ID match
  • Troubleshoot SSH, VNC, network access, and device status issues
  • Explain basic connection fields, delivery records, and service workflows
  • Help distinguish regional, system, and local network issues
  • Provide a general check sequence for build environments
View support documentation

What we will never ask you to provide

  • Account passwords or long-lived credentials that enable direct login
  • SSH private keys, access tokens, or unsanitized environment variables
  • Certificate private keys, complete signing materials, or repository secrets
  • Full bank card details or cryptocurrency wallet private keys
  • Unrelated personal data, customer data, or project source code
View secure handoff steps
Run a sanitization check before sending

Logs may retain error codes, command names, timestamps, and necessary paths, but replace tokens, keys, email addresses, repository URLs, and other identifying information. If you are unsure whether something is sensitive, describe the field type instead of pasting its original value.

Configuration ready? Go straight to checkout

Choose Runner M4 or Runner M4 Plus, then select a region, daily, weekly, monthly, or quarterly term, and any add-ons. All charges are billed in US dollars.

Rent a Cloud Mac now Review the complete plan