Contact and support
Ask about using NovelShaft, your account, billing, AI credits, or a problem.
Contact form
We will review your message and reply to the email address you provide.
Direct contact
- Hours
- Weekdays 10:00–17:00 JST (excluding weekends, Japanese public holidays, and year-end/New Year holidays)
Information that helps us investigate
- The type of question
- The email address registered to the account
- When it happened and which screen was open
- The message that appeared
- For billing: whether the purchase was on Web, App Store, or Google Play; billing date; amount; and the order or invoice identifier shown on screen
Information not to send
Do not send passwords, card numbers, security codes, or authentication codes. NovelShaft will not ask for them by email.
Billing and subscriptions
Management depends on where the subscription began. Manage a Stripe subscription from billing settings in the Web app, an Apple subscription from plan settings in the iOS or iPadOS app and Apple subscription management, and a Google Play subscription from the Android app and Google Play subscription management.
If an eligible store purchase is not reflected in the app, use Restore purchases from plan settings on that platform. Completed one-time AI-credit purchases are not granted a second time by restoration.
Contact us about an unfamiliar or duplicate charge, a plan or credit balance that did not update after payment, or the account state after a refund or payment dispute.
Requesting seller information
Seller name, address, and telephone details omitted under Japan’s Act on Specified Commercial Transactions may be requested before applying to purchase. Use the subject “Request for commercial transaction disclosure” and provide a reply address.
We will provide the information without delay so that it can be reviewed before a purchase decision. No account or purchase is required to make the request.
Request disclosurePersonal information and account
Requests to access, correct, delete, or restrict use of personal information are also accepted through the contact form. We may ask for additional information only as needed to verify identity.