IDPIC / Help center
How to get help
Customer support can help investigate photo preparation, upload, automated processing, download, account and payment issues. Check the frequently asked questions first in case an answer is already available.
Global
document coverage
Expanding
photo format library
Private
encrypted processing
Information checklist
Include the country or region and document type, the affected stage such as upload, background, crop, download or payment, the device and browser, and any error text or redacted screenshot.
Scope of support
We can explain the workflow, file specification and technical state, and investigate service faults for a specific order. Support does not represent a government or issuing authority and cannot approve a photo or application.
Submit a support request
Use the form to prepare a message for support@tryidpic.com, then review and send it in your email application. Opening the draft does not submit a ticket or prove delivery. If no mail app opens, send an email directly using the displayed support address. Include only the details needed to investigate your request. Keep a copy of your sent request for follow-up.
Upload and processing problems
First check the selected document, file format, dimensions and visible error message. A file may pass the technical upload check while still needing a better source portrait. Blurred faces, deep shadows or obstructed features normally call for a new capture rather than repeated compression. If a paid task appears stuck, check its existing status before creating another purchase. Send the task reference, approximate time and error text to support; avoid repeatedly paying or uploading the same image without knowing which step failed.
Download, expiry and early deletion
Save the files you need to your own device while the download is available. Unpaid task photos are automatically deleted after 7 days and paid task photos after 30 days; you may request earlier deletion. Download access and media deletion are separate concepts, so use the task’s actual status when diagnosing a failed link. If you delete the portrait before a support or refund review is complete, some image evidence may no longer be available. Keep only the necessary evidence you are entitled to retain, and tell support if deletion has already occurred.
Account and payment questions
For account access, use the displayed sign-in or recovery process and keep verification codes private. For a payment problem, distinguish a pending payment from a completed charge and a delivered file; a bank notification alone does not explain the application’s current task state. Provide the order reference and a redacted payment description rather than a card number or security code. Refunds are evaluated under the refund policy, and support cannot guarantee an authority’s acceptance or bypass its application rules.