Opening and following a support request
Open a request from Contact us in the account menu; get replies by email and in the app.
Opening a new request
Step 1: Open Contact us
Click Contact us in the account menu at the top right.
Step 2: Write the subject
In the New support request form, type a short title in Subject (3 to 150 characters), e.g. “My credits were not added”.
Step 3: Choose the category
Pick the closest topic from Category. The right category gets your request to the right person faster.
Step 4: Write your message
In Your message, describe what you did and what you expected (up to 5,000 characters). Do not include card numbers, passwords or other secrets.
Step 5: Send
Press Send request. You see “Your request was logged as #…” and receive a confirmation email.
| Category | Use it for |
|---|---|
| General question | Anything else |
| Credits and billing | Credits, packs, plans, payments and official invoices |
| Generation result | The result of an image or video |
| Store integrations | Store connections, imports, sending images |
| Public API and webhooks | Enterprise API access |
| Account and sign-in | Sign-in, password, team and roles |
| Bug report | An unexpected error or a screen that does not work |
Following your requests
- Our reply goes to your account’s email address and to the Contact us page. When a reply arrives, the bell in the top bar shows “Your request #… has a reply”.
- The Your requests list shows every request opened by your organization, most recent activity first.
- Open a request to add information in Your reply and press Send.
- If your issue is solved, press Close request. Writing to a closed request reopens it.
| Status | Meaning |
|---|---|
| Open | The request was received and is waiting for a reply from support. |
| Answered | The support team replied. |
| Closed | The request is closed. |
For a faster answer
- If it is about a generation, include the project name and describe the image. For a flaw in a single photo, Report a problem on the project page is faster: see Reporting a problem with a photo.
- If you saw an error message, copy its text exactly.
- The request form does not accept attachments; describe the image by its project name and position instead.
- If you cannot get into the app, write to
info@loralook.com. We usually reply within 1 business day.
Still need help?
If you couldn't find what you need, write to our team. You can follow your request in the app and also get the reply by email.