Some users report that even after paying for the premium download, their photos were ultimately rejected by the government passport office due to incorrect formatting or poor cropping. One reviewer noted that the passport office rejected the image as "the wrong format" and that the service was "not fit for purpose". Others have expressed frustration with the company's customer support. In some cases, when a user's photo was rejected by the government, the website promised a free premium code to upload a corrected image, but then failed to respond to follow-up emails. Another reviewer claimed that after paying to remove the watermark, the downloaded photos appeared entirely black, "as if they had been taken in a complete dark room," and that customer service never replied.
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