Contact
Email is the only channel. We answer in English.
What to write about
- Refunds. If the file you downloaded does not match the specification stated on the product page for your document type, write within 30 days and we will refund you in full through Gumroad. Include the email address you paid with. The full policy, including what is not refundable, is in the Terms of Service.
- A figure that looks wrong. Every requirement we publish is quoted from the issuing authority’s own page, with the date we last checked it. Authorities change their pages. If a figure here no longer matches the official source, send us the link — that is the most useful message this mailbox gets.
- Privacy requests. Your photograph is deleted automatically within 6 hours if you do not buy and 72 hours if you do, so there is usually nothing left to delete by the time you would ask. For anything else, see section 6 of the Privacy Policy and write to us.
- A download you cannot reach. Include your Gumroad receipt or licence key so we can find the purchase.
Please do not attach photographs
We do not need your photo to answer any of the above, and a photograph sent by email is not covered by the automatic deletion schedule that applies to uploads. Tell us the document type and what the site told you instead. We also do not ask for your name, address, date of birth or passport number, and you should not send them to us.
What we cannot do
We cannot tell you whether your application will be accepted — the issuing authority is the sole judge of that, and its decision can turn on things no automated check can measure. We also cannot replace the background in your photograph: where a specification forbids software-altered photos, editing it would be the thing that gets the photo rejected. Those limits are set out in section 2 of the Terms of Service.
Who you are writing to
PhotoExact is operated by ZYXIR PTE. LTD. of Singapore. It is an independent service and is not affiliated with, endorsed by, or connected to any government, government agency, or passport issuing authority — we cannot process, forward or expedite an application.