Support
Something not working, or just not sure what to do? Write to us or call.
How to reach us
- hello@lorela.ai
- Phone
- +1 773 243 4564
On the support line, Lorela can help you. Anything she can't sort out over the phone, we'll handle by email at hello@lorela.ai.
Common questions
The app says forwarding isn't running yet
Open Settings, then the Number and forwarding section, and dial the code listed there. You dial it like a regular number, and your carrier confirms it with a short message. Always take it from the app, not from a guide on the internet - the Lorela number is part of the code.
I'm not getting call notifications
Check in your iOS system Settings that Lorela is allowed to send Notifications, and in the app, in the Where to send summaries section, that the Phone notifications switch is on. If nothing arrives even then, write to us and include the email you use to sign in to the app.
I want to delete my account and all my data
In the mobile app, open Settings, the Account section, and tap Delete account. On the web you'll find the same option in Help - it always opens, even without an active subscription - and in Settings, all the way at the bottom. The account is closed right away, and synced contacts are deleted for good. Forwarding on your phone doesn't go away with it - turn it off with the code (*73 on Verizon, ##002# on T-Mobile and AT&T), otherwise the calls you don't answer will keep going to the Lorela number, but with no active account nobody passes them on to you. If your account has an email address, we'll remind you about the code by email, up to three times, as long as calls from your number still arrive. A subscription in the App Store doesn't end with it, though: you have to cancel it yourself in your phone's Settings - tap your name at the top and choose Subscriptions. For a subscription in Google Play, we cancel the renewal for you when you delete the account and the period you paid for runs out; if that doesn't work, you cancel it yourself in the Google Play app under Payments & subscriptions. You can still come back within 24 hours - sign in with the same phone number or email and we'll restore the account, just without the contacts; after that you can't sign in to the original account anymore. The exception is the personal link in the message (email) you get after deleting your account: it restores the account while the link is valid (400 days from when the message was sent). It works for an account that paid by card on the web and whose card stayed on file; contacts don't come back. We keep the call history on record - if you want that deleted too, write to us. If you can't get to either route, get in touch and we'll delete the account for you.
Who can access my calls
You see them in your account. Besides you, only a narrow group of people at Lorela can get to them, when we're looking into how the service runs or your support question. For the weekly quality check we also read pseudonymized transcripts of some calls. Nobody else - no outside operator listens to your calls. The details are on the Security and privacy page.
The app says my account isn't active
Your Lorela account is created and managed on the lorela.ai website. If you're not sure what state your account is in, write to us and we'll check it.
Who runs the service
ANOVIA Finance s.r.o., company ID 01757237, Na Zamku 636, 250 81 Nehvizdy, Czech Republic.