Support

Email contact@idphotos.studio and we will reply within two business days.

Before you write

If your question is about a particular photo, include the job reference. It is the code in the address bar when you are looking at your photo — the part after ?job= — and it is also in your payment receipt. Photos are not linked to an account, so without it we often cannot find the one you mean.

My photo failed a check

Each failing row says what is wrong and why. Most are fixed by taking the photo again: stand about an arm and a half from the camera, face a window rather than a lamp, and use a plain light wall with nothing behind you. If you believe a check is wrong about your photo, send us the job reference and tell us which row — we would rather fix the rule than argue with you about your face.

I paid and cannot find my photo

Your file stays available for 30 days. If you still have the tab you bought it from, reopen it. Otherwise send us the job reference from your receipt and we will send the file directly.

Where are my prints?

We email you when your prints are being prepared, and again when they are posted. The second email carries the tracking number. If a week has passed since that email with no delivery, write to us with the tracking number and we will chase it.

Refunds

You only pay after your photo has passed every check, so there is rarely anything to refund. If an authority rejects a photo we told you was compliant, send us the job reference and their reason: that is a fault in our specification and we will refund you and correct it.

Deleting your photos

Everything is deleted automatically 30 days after upload. To remove it sooner, use Delete Account. Photos are stored in Australia and are never used to train AI models — see our Privacy Policy.