Let’s make things right.
Our approach to payments, failed processing and help with a digital order.
Pay-at-shop print orders
PassportPhotos does not collect payment for local print orders in the pilot. Contact the selected studio about duplicate shop payments, print defects or refunds, and open a support request if you need help resolving an issue. Cancelling an order here does not automatically reverse a payment made directly to a studio.
No charge for free tools
Cropping, resizing, conversion, signatures and print-sheet downloads are free. Studio checkout is not currently open. Exploring a style or local upload preview does not create a payment.
If an available paid service fails
If a captured payment does not result in the package being delivered, contact us with the order reference. We will investigate and offer an appropriate correction or refund for the undelivered service. Do not submit your payment-card details.
If a result does not look right
AI output can vary. Contact us with the order reference and describe the issue. The correction and refund terms offered at purchase apply. We do not promise passport acceptance, job outcomes or a perfect likeness.
Payment confirmation and duplicate payments
If money appears deducted but an order is pending, allow the payment provider time to reconcile and contact us if it persists. A duplicate captured payment should be reported with the relevant references.
How to ask for help
Use the contact form and include your order reference. Refunds, where approved, return through the original payment method subject to provider processing time. Deleting your image files does not automatically cancel or refund an order.