How can I get an invoice or receipt?
Your invoice comes from whichever platform you used to pay — Apple, Google, or Paddle.
Website (Paddle)
① The email your subscription is tied to. On a web purchase this is also your Loora login — sign in with this exact address.
② Your transaction ID (starts with txn_). Copy it into any message to support so we can find your payment instantly.
App Store
① The Apple Account that was billed. This may be a different email than your Loora login — the App Store only handles the payment.
② Your Order ID. Give this to support to trace an App Store purchase. (Apple also shows a longer Document number — either one works.)
Google Play
① The Google account that was billed. This may be a different email than your Loora login — Google Play only handles the payment.
② Your Order number (starts with GPA.). Give this to support to trace a Google Play purchase.
1.Find the receipt for where you subscribed
Match the example receipts above. A web purchase sends an invoice from Paddle (help@paddle.com); an App Store purchase sends a receipt from Apple; a Google Play purchase sends one from Google. Search your inbox for “Loora,” “receipt,” or “invoice,” and check your spam folder.
2.Copy your reference number — marked ② above
This is the single most useful thing you can give support. It's called a Transaction ID (web, starts with txn_), an Order ID (App Store), or an Order number (Google Play, starts with GPA.) — whichever your receipt shows. Paste it into any message to us and our team can find your exact payment straight away, with no card details needed.
3.Check the account it was billed to — marked ① above
On a web receipt this email is also your Loora login, so sign in with that exact address. On an App Store or Google Play receipt it's your Apple or Google account — which handles the payment, but may be a different email than the one you log into Loora with. If your lessons are locked, that mismatch is the usual cause.
Still having trouble?
If you can't find any receipt
Check every inbox you might have used, and your spam folder. Still nothing? Email support@loora.ai from the address you think you paid with and we'll look it up.
If you're asked for your card number
We only need your reference number (Transaction ID, Order ID, or Order number) and the email on your receipt to identify a payment safely — never your full card number, security code, or password.
If the receipt shows a different email than you expected
On App Store and Google Play receipts that's normal — it's your store account, not necessarily your Loora login. If your lessons are locked, see I paid but the app says I don't have an active subscription.
