Help and support

Independent service boundary

Passport-Photo.co.uk is an independent passport photo preparation service. Support can help with this website, order, download, code, print sheet, and photo-result questions, but not official passport application status or government processing decisions.

Order or download issue

If payment completed but the download is missing or delayed, email support@passport-photo.co.uk with the order email address and any order reference shown on the checkout or success page.

What to include so support can identify the issue

Include the order email address or reference if available, the page or step where the issue happened, the output you expected, and screenshots or rejection evidence when the problem is visual. This helps support separate an upload, checkout, download, photo-code, print-sheet, or policy question without asking for the same information again.

Photo quality or rejection concern

If a delivered file appears technically unsuitable, contact support with the photo result and the application route you used. The team can review whether a remake or refund route is appropriate under the published policy.

What support cannot decide

Support can review Passport-Photo.co.uk service, output, policy, and delivery questions. It cannot approve a passport application, override an official decision, change HM Passport Office or GOV.UK processing times, or confirm wider eligibility or identity-document requirements outside the photo-preparation service.

Privacy or photo deletion request

For privacy, access, correction, or deletion questions, email support@passport-photo.co.uk and include enough detail to identify the upload or order. The privacy policy explains how uploaded and processed photo data is handled.

Trust and policy checks

If you are checking whether the service is reliable before payment, review these public pages first. They explain the independent service boundary, support route, refund evidence, privacy handling, and editorial approach.

Before you pay

You can start again from the upload flow and review the preview before checkout. If you are unsure which output you need, compare the digital photo, photo code, and print-ready options before choosing a package.

Which page should I use first?

Use the page that matches the decision you are making now. This avoids buying the wrong output or sending support a question that is really about route choice.

Specific guidance pages

These public guidance pages cover narrower questions that often come up before checkout or after a photo has been rejected. Use them when the general help answer is too broad.

When to use Help, Contact, or the checker

Use Help for common workflow questions, Contact for order-specific support, and the checker when the question is still whether the current photo is worth keeping before payment.

Evidence that helps support review faster

For order, refund, remake, or technical rejection questions, include the order email or reference, the output route you selected, the delivered file context, and any screenshot or official rejection message. Do not send unrelated identity documents unless support specifically asks for information needed to identify the order.

UK passport photo guides and tools

These pages cover the most common UK passport photo questions before you upload, pay, or download.

Common support questions