Contact us

Last updated 16 September 2026

Draft, pending legal review

No lawyer has read this page. It states the channels that exist today and nothing more.

Email

One address for everything: orders, refunds, privacy requests, deletion, and anything that is going wrong. There is no separate address for legal or for billing — the same mailbox handles all of it.

What else there is

Nothing. That is the honest answer, so here it is as a list.

No phone number. We do not have a support line, so we are not going to print one.
No live chat. There is no widget in the corner and nobody behind it.
No postal address for support. Letters would not reach a person any faster.
No ticket portal or account required. Just send an email.
No published response time. We have not run the service long enough to measure one, and an invented "within 24 hours" is worse than no number at all. When we have a figure we can stand behind, it will appear here.

What to put in your message

Your order reference. It starts with ord_ and is shown at the top of your order page and on your receipt. Without it we are guessing.
What you were trying to do, and what happened instead.
Any exact wording you were shown, by us or by the issuing authority. If a government reviewer refused your photograph, the reason they gave is the single most useful sentence you can send us.
Your device and browser, if something is broken rather than merely disappointing.

What not to send

Never email us your photograph

We do not ask for photographs by email and we never will. Your photo belongs in your order, behind the upload page, where it is stored privately and deleted on a schedule. An email attachment sits in two mailboxes indefinitely and we have no way to delete it for you. If a message claiming to be from IDPhoto.now asks you to email a photograph of yourself or of an identity document, it is not from us.

Also please do not send:

card numbers or any payment details — we never see them and cannot use them;
passport numbers, Social Security numbers or dates of birth;
scans of identity documents, for any reason, including to prove who you are.

If we need to confirm a request is yours, we do it by tying it to an order you can already open, which needs nothing extra from you.

Faster than emailing us

Deleting your photographs. There is a button on your own order page and it works immediately. See delete your photos and data.
A reviewer asked for a different photo. Upload another one under the same order. It costs nothing and does not need our involvement.
Refunds and reworks. Read the refund policy first, then email us saying which one you want.
General questions about the flow. Most of them are answered on help, in more detail than an email reply would give.

Charges on your bank statement

Dodo Payments is our merchant of record, which means it is the seller on the receipt and the name that appears against the charge — not IDPhoto.now. If you are trying to identify a line on a statement, that is why it does not say what you expected. Payments are currently in test mode, so there should not be a real charge from us at all; if you believe there is, email us and say so.

We are not the passport office

IDPhoto.now is an independent service. We are not affiliated with, endorsed by or acting on behalf of the U.S. Department of State or any other government body, and we cannot look up your application, chase it, or tell you why a decision went the way it did. For anything about your actual application, use the State Department's own channels — its passport photo guidance and its contact routes are at travel.state.gov(opens in a new tab).