Support Center
Find quick answers below, or contact our support team for personalized help.
Frequently Asked Questions
Most questions can be answered quickly below. Check here first before contacting support.
We offer two convenient options:
Instant Digital Download
$4.99
- Instant download
- 8-Point AI Compliance Review included
- Print at home or store
- Multiple formats included
Photo Grid Printed & Mailed
$9.95
- Digital download included
- 8-Point AI Compliance Review included
- Professional printing of photo grid
- Free USPS First-Class shipping
- Ready to use immediately
Photo Storage:
- Unpaid photos: Kept securely for 1 week, then permanently deleted
- Paid photos: Kept securely for 30 days, then permanently deleted
Other Data: We collect technical analytics (device type, browser, etc.) and session data to improve our service. All data is stored securely in the United States and never shared with third parties.
We accept multiple secure payment options through our Stripe payment processor:
Credit & Debit Cards
- Visa
- Mastercard
- American Express
- Discover
Digital Wallets
- Google Pay
- Apple Pay
- Amazon Pay
Great news: Virtually none of our users experience a rejection. If you do, contact us within 30 days of your purchase with your transaction ID and a copy of the rejection letter.
Your Options If Photos Are Rejected:
Option 1: Free Retake
- Digital orders: Free retake process with guidance
- Printed orders: Free reprocessing + reshipping
Option 2: Full Refund
- 100% money back
- Processed within 24 hours
- No questions asked
If you request a refund: Most refunds are processed within 1 business day. Refunds appear on your statement within 5-10 business days, depending on your bank.
Typical delivery is 3-10 business days in the Continental United States, but you can request faster shipping options by emailing support. Tracking will be available as soon as orders are shipped.
Yes you can. Choose our digital download ($4.99) and save money while getting your photos faster:
How to Print:
- Download the "Photo Grid" file (4×6 inch format)
- Upload to any photo printing service or print at home
- Print settings: 4×6 inch glossy photo paper, actual size (no scaling)
- Cut out individual photos with scissors—perfect passport size guaranteed
Total Cost
Popular printing locations:
Pro tip: Order online and pick up in-store for the best prices (typically 33¢-$1.00 for 4×6 prints). Most locations offer same-day or 1-hour pickup.
- Email: After payment, photos are emailed as attachments (check your spam folder if not received).
- My Photos page: Visit My Photos from the same browser that you used to create the photos.
- Claim URL: Use the claim link that was shown to you after payment, and also sent to your email.
File formats included: High-resolution JPEGs (print-ready at 300 DPI) plus a 4×6 inch PDF grid. Links remain active for 30 days after purchase.
Our AI analyzes every uploaded photo against these 8 critical compliance criteria:
- Cropping: Proper head size and positioning
- Facial features: Clear, unobstructed view
- Background: Plain white or off-white
- Head position: Straight, facing forward
- Digital integrity: No excessive editing or filters
- Lighting: Even, natural lighting
- Resolution: 600×600 px minimum
- Image quality: Sharp, clear, no blur
These criteria are based directly on the official U.S. Department of State passport photo requirements , including specifications for neutral expression, white background, no glasses, and proper head positioning. Passing all 8 points means your image meets technical compliance standards before any human review.
To be upfront: Unlike CVS/Walgreens where you get pre-cut individual photos, you'll need to cut out your passport photos from the 4×6 grid we send you. This is one way we keep costs low!
The other ways we keep our prices low are through:
- AI automation: Our technology handles most of the work
- Digital-first approach: Lower overhead than physical studios
- Volume efficiency: We serve hundreds of customers daily
- Direct-to-consumer: No middleman markups
You get the same professional quality and ICAO compliance as expensive photo studios, just at a fraction of the cost. The trade-off: 30 seconds of cutting with scissors!
Hi, I'm the founder of PassportPhotoFactory!
I'm a photography enthusiast who was frustrated with expensive passport photos that cost $20+ and require a trip to a photo studio. After paying those high prices multiple times for family travel, I decided there had to be a better way.
What makes us different:
- Personal commitment: I handle each order with care—it's personal for me that you get a perfect photo
- Real human support: When you email support, you're reaching a real person who cares about your experience
- Independent business: We're not a faceless corporation—we're a small business that values every customer
- Fair pricing: I believe passport photos should be affordable and convenient for everyone
Founded by a
Photography Enthusiast
Need Help? Contact Support
We're Here to Help!
Can't find the answer above? Email our support team directly and we'll respond within 24 hours.
Email Us Directly
support@passportphotofactory.com
support@passportphotofactory.com
What to Include
- Transaction ID (if applicable)
- Detailed description of your issue
- Screenshots (if seeing error messages)
Response Time
Average: 6 hours
Maximum: 24 hours
Available: 24/7
Tips for Faster Support
- Include your Transaction ID if asking about a specific order
- Be specific about the problem you're experiencing
- Attach screenshots if you're seeing error messages