PixPassport Help Center & Support Hub
Explore support desks, official photo standards, 100% money-back guarantees, and legal & privacy policies.
How Can We Assist You?
Our team of biometric compliance reviewers and customer agents is ready to assist with photo validation, government specifications, instant downloads, and expert manual reviews.
General Support
General inquiries, download link renewals, or website troubleshooting.
Photo Specs Review
Baby photos, complex lighting, headwear, or custom country dimensions.
If your ICAO standard photo is rejected, then:
PixPassport photos are calculated to strictly comply with international ICAO Doc 9303 biometric specifications. Government rejections are rare and almost always due to specific embassy print scale variances, local margin preferences, or source capture angles. Follow these resolution steps:
Manual Biometric Re-adjustment
Email our biometric compliance team at [email protected] with your order ID, the rejection notice from the authority, and attach a proper photo taken by your phone from 1.5 meter distance.
📸 Phone Capture Guidelines:
- Stand approximately 1.5 meters (5 feet) away from the camera.
- Ensure even lighting on both sides of the face (no shadows).
- Keep a neutral facial expression, eyes open, mouth closed.
Verify Digital vs. Print Template
Confirm if the embassy required an online digital upload (e.g. 600×600 px for US DS-160, 413×531 px for UK HMPO) or physical cut-outs from the 4×6 inch print sheet.
🖨️ Printing Guidelines:
When printing at CVS, Walgreens, or Walmart, ensure "Do Not Crop" or "Fit to Page" is selected so millimeter dimensions remain exact.
Still unresolved? Guarantee Desk & Rejection Claims
Rejection Claims
Submit government rejection proof for a hassle-free 100% full refund.