Frequently Asked Questions
How do I take a Passport Suitable Photo?
We offer guidance within the app, but additionally you can find a full guide from the UK Government Website here: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/303780/Photoguidance_v7.pdf
When will I receive my photos?
We expect the photos to arrive within a total of 3 working days. They are dispatched in 1 working day. All photos are then posted first class, and according to the Royal Mail you'll receive the photos within 1-2 working days from the day of dispatch. We would advise at least two weeks prior to sending your passport application for any unforeseen postal delays.
I have not received my order. What should I do?
Please contact us at firstname.lastname@example.org
We check each photo we get for quality. In some instances we will send you an email asking if the purpose of the photo is for a passport, and inform you of any reason why we believe the passport office might reject your photo. For this reason, your photo may remain in our system until we get an email from you to confirm whether the photos are for a passport or not. However, if you have not received an email from us please, check your spam box. *
Do you guarantee photos for passports?
Although we make every effort to ensure your photo is suitable for passports, we offer the service as a guide that must be strictly followed. This is due to the strict nature of the requirements for a passport photo. We therefore do not 100% guarantee your photo will pass. However, we have an incredibly high pass rate.
Please follow the in app guides to create a passport suitable photo.
I have disability and I can't meet the requirements
Contact the Passport Advice line if your disability means you can't meet the passport photo requirements.
Telephone: 0300 222 0000
Textphone: 0300 222 0222
Text Relay: 18001 0300 222 0000
Monday to Friday, 8am to 8pm
Saturday, Sunday and public holidays, 9am to 5:30pm
Call charges may apply. For full details visit: https://www.gov.uk/passport-services-disabled
How many times can I try to get a good photo?
As many times as you like. You can try first in the app as much as you want. However, if we think that the photo will not be accepted, we will ask you to try again in the app.
Can I use the front camera?
We make sure the photos have a good quality before printing them, and due to the poor quality that the front camera in many devices offer, we do not accept photos taken by the front camera. For the best results please use the rear camera, having another person take the photo to give the right perspective to the photo.
Can I wear glasses in the photo?
Glasses might be a reason for rejection if there is any glare on them. We strongly advise not to wear glasses in passport photos.
For a guide please visit: https://www.gov.uk/photos-for-passports
I haven't got a Paypal account. Can I use my debit card?
Yes. You can pay by simply scanning your card within the paypal cart, and adding your cvv number.
Can I use my iPad / Tablet to take the photos?
Our IT team is developing a new version optimised for iPad and Tablets and it will be launched very soon.