FAQ & Help
All of the below is pasted from the help page on the dashboard.
Get in Touch
Section titled “Get in Touch”Having trouble, even after reading through this page?
Join us on Discord or email our support team for help.
- Join the Discord - where you can get real-time support from us
- Email Support - reach out to us directly at support@runnel.live.
- Make sure to include your support token (found in Settings) when contacting us.
Streaming FAQs
Section titled “Streaming FAQs”Something went wrong / incorrect stream key
Section titled “Something went wrong / incorrect stream key”We were unable to stream your videos for some reason. Most likely, this is an incorrectly formatted stream key or a very unusual video. Contact us if the problem persists.
The current resolution is not compatible with this setting
Section titled “The current resolution is not compatible with this setting”Please ensure that your YouTube stream’s latency mode is set to Normal Latency instead of Low or Ultra-Low. You may need to restart your YouTube stream.
My video uploads say “Waiting…”
Section titled “My video uploads say “Waiting…””Someone else is uploading many videos right now, and we’re processing them in order. Please come back later - your uploads will be processed soon.
Resolution error
Section titled “Resolution error”Ensure your live stream is started with Normal Latency, not Low or Ultra-Low.
I can’t start my stream because there’s no server available
Section titled “I can’t start my stream because there’s no server available”We’re currently at full capacity! Wait a short while as we provision more servers.
My Server URL is correct, but it won’t let me add it
Section titled “My Server URL is correct, but it won’t let me add it”We only allow RTMP(S) URLs containing alphanumeric characters, slashes, dots, dashes, and underscores. Query parameters (e.g. ?abc=true) are not supported. Contact us if you have a special case.
I can’t add my video
Section titled “I can’t add my video”Please read the uploading guidelines.
I can’t start my stream
Section titled “I can’t start my stream”Confirm that you’ve added funds in Settings and that there’s at least one video in your queue.
YouTube says I’m using the wrong codec
Section titled “YouTube says I’m using the wrong codec”All streams are encoded in H.264. This warning is usually a visual error and disappears shortly.
My viewers see buffering
Section titled “My viewers see buffering”If buffering is constant, please contact support. If it only happens briefly at the start, the encoder is just warming up - this takes less than 10 seconds.
My stream was deleted after a while
Section titled “My stream was deleted after a while”Inactive streams with videos are automatically purged after 2 months of inactivity.
I paid for credit, but didn’t get it
Section titled “I paid for credit, but didn’t get it”We track all payments via Stripe. Contact us through Discord or email with details so we can resolve the issue.
I need to increase my account limits
Section titled “I need to increase my account limits”Contact us (via ticket or email) and include your channel statistics and a brief reason for requesting higher limits.
I want to delete my account
Section titled “I want to delete my account”Stop and delete all your streams, then contact us to complete the deletion process.
Can I refund my account funds?
Section titled “Can I refund my account funds?”Refunds are available only if most credits remain unused.