Contact
Order questions, a guarantee claim, a privacy request, or help choosing your document. Email us any time and we reply within one business day.
We reply by email within one business day. Put your order number in the subject line if you have one, so we can answer in one go. For a guarantee claim, attach the authority's rejection document. For a privacy request, put "Privacy" in the subject.
Before you write
Most questions are answered on your order page, linked from your receipt email: the download, the delete now link and, if you ordered prints, the tracking details.
Where is my photo? The download email goes out as soon as the final automated check passes, usually within minutes of payment. Check your spam folder, then your order page, linked from your receipt. Still nothing? Email us your order number and we resend it.
A check keeps failing. The screen names the check and the fix. If you have tried the fix and it still fails, email us the photo and the message on the screen.
The authority rejected my photo. If you bought the Acceptance guarantee, email the rejection document within 14 days and you get double your money back. Read the full guarantee.
I want my photo deleted now. Press delete now on your order page. It is gone at once. Everything is deleted 30 days after delivery in any case.
We are a private company, not part of any government agency, and we cannot check the status of your passport, visa or immigration application. For that, contact the office that issues your document, for example travel.state.gov for a US passport or your USCIS online account for a green card.