Email support
For any order-specific question, email support@loralume.com with your order ID. We reply within 24 hours.
Common issues
- "Photo rejected: face does not match" — Your verification selfie was used as the reference. Make sure the training photos are clearly the same person. Try a better verification selfie if you got rejected on a photo of yourself.
- "Photo rejected: appears to be a minor" — Our guard model errs on the side of caution. Send support@loralume.com the order ID and we'll review.
- Training stuck at 0% — This means the GPU is processing another job ahead of yours. Position and ETA shown on your order page.
- Model quality is poor — First re-train is free, see the refund policy.