Frequently Asked Questions

Since we started RunKeeper, we've been asked a lot of questions and solved a lot of problems our users have encountered. We compiled a list of the most common questions people have asked about our company, our iPhone app, and our platform. This is the first place you should check if you have a question or experiencing difficulties with RunKeeper.

(Last revised 8/9/09)

General Questions:

• What is RunKeeper?
• Will RunKeeper work with the original first generation iPhone?
• Can I listen to the iPod while using RunKeeper?
• Can I run RunKeeper in the background while talking on the phone or using other apps?
• What happens if the phone rings while using RunKeeper?
• What is the difference between RunKeeper Free and RunKeeper Pro?
• Are you planning to launch RunKeeper on other mobile platforms?
• How do I register an account?
• How do you hold the phone when you run?

User Support Issues:

• I can't upload my runs from the device to the website.
• The GPS went crazy part-way through my run.
• My device can't find a GPS signal at all.
• The app has been freezing and acting weird since the OS 3.0 update.
• How do I edit activities on the website?
• I forgot my password
• How do I make the iPhone battery last longer for my longer RunKeeper activities?

General Questions:

RunKeeper is an application built for the iPhone 3G and 3GS that uses the built-in GPS to enable runners (and walkers, cyclists, hikers, etc.) to track their outdoor fitness activities including duration, distance, pace, speed, calories burned, and path traveled on a map.

While you could technically download and install the app, we do not recommend it, as RunKeeper needs the GPS to achieve the kind of accuracy that fitness tracking requires.

Yes, just start the iPod first, then start RunKeeper. If you double-click the home button while using RunKeeper, it pulls up the iPod controls within the app (unless you've set the phone settings to do otherwise). Deeper iPod integration is coming soon.

The current iPhone SDK prohibits third-party apps from running in the background. If you exit RunKeeper while tracking an activity, the app will pause, and you can continue tracking your activity by hitting 'resume' when you return to the app.

If you ignore the call, nothing happens. If you answer it, the app pauses until you finish the call. When you're ready to continue tracking your activity, hit 'resume' and RunKeeper will continue tracking at that time.

RunKeeper Free is ad-supported and RunKeeper Pro is ad-free. RunKeeper Pro also has audio cues (hear your stats via your headphones), and training workouts (hear time-based or distance-based interval workouts through your headphones). More great premium features coming soon.

The iPhone is where we started, but ultimately, we will expand onto several additional smartphone platforms as well.

Enter your email address and select a password in the app settings on the device. You will receive a confirmation email, and if you click the link in that email, your account will be registered. Your activities will then upload to the website, and you can login to the website using that email/password combo.

I use a Marware Sportsuit Convertible, and have been quite happy with it. There are several competitors that our users have talked about in the forum (www.runkeeper.com/forum). There are also handlebar mounts available for bicycles, and some cyclists like to tuck the device into the pouch in the back of their jersey. If you do put the device in a pocket or jersey, use the top lock to sleep the screen first to avoid accidental button presses.

User Support Issues:

Make sure you don't have any non-ascii characters/symbols in your password or website screen name. You can change both on the website, and if you change the password, make the corresponding change in the app settings on the device.

Then try deleting your email/password from app settings, exiting the app, re-entering info, and resending your activity (history > activity > options > resend to runkeeper.com).

If this doesn't work, try going on the iPhone to Settings > General > International > Region Format, change to a different region, and resend the activity again.

For best results, make sure wi-fi is off when you use RunKeeper, and use top lock to sleep the screen whenever possible. To address this specific issue, many users have found if you turn 'set clock automatically' off on the iPhone (iPhone > Settings > set clock automatically > off) it eliminates this issue. Also, make sure you have downloaded the latest version of RunKeeper.

This could be a number of things. First, make sure location services are turned on on your iPhone, and that the device is not in airplane mode.

Second, iPhone GPS can have issues if it is cloudy, or around thick trees or tall buildings. It works best outdoors with direct line of site to the sky. This could also be a coverage issue, as certain areas to not have a strong signal.

Third, the issue could also be device-specific. Try powering off/on the device. Also, try a location warnings reset in iPhone settings, settings > general > reset > location warnings, as several users have said this helps.

If none of these work, I would take the device to Apple to have a look. You could also try one of the other free GPS fitness tracking applications, which will help isolate that the issue is RK-specific or that it is not RK-specific.

This is not a RK-specific issue, but one that has affected many apps post-OS 3.0. The good news is that it is a simple fix---delete/reinstall the app and it should solve this completely. You will not be charged again (RK Pro). You will lose your activity history from the app on the device, but all of your data will be safe on the website.

Activities can be edited by clicking 'edit route' in upper right. You can then zoom in until you see each point individually, and you can drag each point to the proper place using the speed guides) speed should resemble actual speed during the rest of the activity). Make sure you hit 'save' in the upper right when you are done making edits.

If you click 'forgot password' in the top right of the website and fill out the fields, your password will be emailed to you.

If you use the top lock (button on top of iPhone) to sleep the screen, you should get 4-5 hours+ of battery life on a full charge. There are also 3rd party battery extenders like the Mophie Juicepack Air that can make the battery last even longer.