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Frequently asked questions

Answers to the questions we hear most often about your account and how to use Lorel.ai.

How do I contact support?

This page explains where to go for plan consultations, mid-term cancellation of an annual contract, requests to delete your organization, and how to reach us for these requests.

Overview

For matters that require individual review, such as consulting on the Enterprise plan, canceling an annual contract before its term ends, or deleting an organization, Lorel.ai handles these through our official contact form.

Note: to cancel a monthly plan (stop future renewal), you can do this yourself from Organization Settings > Billing: choose Open billing management, then use Cancel renewal under Subscription status.

Contact form: https://www.jig-saw.com/service/lorelai/contact/

Common requests

Please use the contact form for requests like the following.

RequestDescription
Enterprise plan / custom requirementsMoving to the Enterprise plan for large-scale operations, or questions about a custom contract or requirements
Canceling an annual contract before its term ends / ending an Enterprise contractMid-term cancellation of an annual contract (12-month commitment), or stopping renewal of an Enterprise contract
Deleting an organizationRequesting full deletion of an organization at the end of a contract
Individual-use accountsSales inquiries for users who selected “On my own” during account creation
Business adoption / PoCConsulting on evaluating or operating Lorel.ai within your own systems

How to contact us

  1. Open the contact form

    Open the Lorel.ai contact form.

    You can also reach it directly from links on the Billing or Organization Settings pages in the app.

  2. Fill in the required fields

    Enter your company name, department, full name (last name and first name), phone number, and email address, select an inquiry category, and describe your question or request in the inquiry details field, including the name of your organization.

    The contact form is displayed in Japanese. The field labels are 貴社名 (company name), 部署 / 部門 (department), 氏名 (full name, entered as last name and first name), 電話番号 (phone number), メールアドレス (email address), お問い合わせ項目 (inquiry category), and お問い合わせ内容 (inquiry details).

  3. Agree to the privacy notice and submit

    Review and agree to the privacy notice on the form, then submit.

  4. We’ll follow up by email

    After reviewing your request, our team will typically respond by email within 2-3 business days with guidance or next steps.

Things to keep in mind

  • Switching your billing cycle

    We handle billing cycle changes individually through the contact form.

  • Regular cancellation

    Stopping renewal at the end of your current term (regular cancellation) can be done yourself from Organization Settings > Billing: choose Open billing management, then use Cancel renewal under Subscription status. You don’t need to contact us for this.

  • In-app ticket history

    Lorel.ai doesn’t have a built-in view of past support requests or replies. All updates and responses are sent to the email address you entered in the form.

  • Deleting an organization

    Organizations can’t be deleted immediately from the app. To request full deletion of an organization, please use the contact form.

I'm not receiving emails from Lorel.ai

If you’re not receiving emails from Lorel.ai (invitations, password resets, notifications, etc.), first check the following.

1. Check your inbox settings

  • Email address: double-check that the email address on file is correct.
  • Spam/junk and trash folders: check whether the email was automatically filtered into your spam (junk) folder or moved to your trash folder.
  • Blocked senders / filters: allow email from Lorel.ai’s sending address (noreply@lorel.ai) or domain (lorel.ai).
  • Mailbox storage: check whether your mailbox has reached its storage limit.

2. Contact us

If you still don’t receive the email after checking the above, please contact us via the contact form.

To help us assist you quickly, please include the following in the form:

  • 貴社名 (company name)
  • 氏名 (your name)
  • The email address you registered (or plan to register)
  • Details of what happened (for example: “I requested a password reset around [date/time] but never received the email”)
I can't log in to Lorel.ai

If you can’t log in, first check the following input, settings, and authentication status.

1. Check your input and settings

  • Extra spaces: check for extra spaces before/after your email address or password
  • Case sensitivity: check the letter case of your password (and whether Caps Lock is on)
  • Autofill: type your email and password manually instead of relying on an old password saved in your browser

2. Check your account status and authentication steps

  • Unverified email address: enter the 6-digit verification code sent at sign-up to confirm your registration is complete.
  • Multi-factor authentication (MFA) code: if MFA is enabled, enter the 6-digit verification code on the screen that appears after you enter your email and password.
  • Temporary lockout from repeated failures (rate limiting): after several incorrect password attempts, a waiting period is enforced for security. Please wait and try again later.

3. Reset your password

If you still can’t log in after checking the above, or if you don’t know your password, reset it on the password reset page. See I forgot my password for the steps.

I forgot my password

Follow these steps to reset your password.

  1. Go to the password reset page.
  2. Enter your registered email address and click “Send reset email.”
  3. A password reset email will be sent to your registered email address.
    • From: noreply@lorel.ai
    • Subject: Reset your password - Lorel.ai
    • Expires: 1 hour after sending
  4. Click the link in the email, then follow the on-screen instructions to enter your registered email address and a new password (at least 15 characters) to complete the reset.
  5. Log in with your new password.

If you don’t receive the password reset email, see Password reset email not received.

Password reset email not received

If you don’t receive the password reset email, first check your account registration status using the steps below.

1. Check your account registration status

Go to the user account registration page, enter your email address and password, and click “Create account.”

The required action depends on the type of email received from Lorel.ai.

2. Respond based on the email you received

If you received a verification code (account not yet registered)

Your account registration is not yet complete. Enter the 6-digit verification code from the email to finish registering.

  • From: noreply@lorel.ai
  • Subject: Verify your email address - Lorel.ai

If you received an email saying your account is already registered

Your account registration is already complete.

  • From: noreply@lorel.ai
  • Subject: Someone tried to register with your email - Lorel.ai

If you receive this email but still don’t receive the password reset email, please contact us via the contact form.

If you don’t receive either email

Check the following in your inbox.

  • Incorrect email address: check for typos or extra spaces before/after the address
  • Spam/junk or trash folder: check whether the email was automatically filtered into an unexpected folder
  • Domain/sender settings: make sure you allow email from noreply@lorel.ai

If the issue persists after trying the above, please contact our support desk via the contact form.