Support
Answers to common questions about SurePhotoID. Can’t find yours? Email support@surephotoid.com and we’ll help.
Guides
Frequently asked questions
What happens if my photo is rejected by an authority?
First, check the reason the authority gave — the rejections guide walks through the common ones and how to re-shoot. SurePhotoID checks your photo against the official specification, but the issuing authority always makes the final call. Re-shooting and re-checking are free; if you want your money back, see “How do refunds work?” below.
How do refunds work?
All purchases go through Apple, and Apple reviews every refund request — we can’t issue refunds ourselves. In the app, open Settings → Request Refund and pick the purchase to open Apple’s refund form, or request one at reportaproblem.apple.com. Apple emails you its decision.
How do I restore my purchases?
Purchases are tied to your Apple Account, not to a SurePhotoID account (there are none). On a new or reset device, sign in with the same Apple Account you used to buy, then use Restore Purchases inside the app. That restores Lifetime and an active Unlimited Monthly subscription. Export Pack credits are consumable: they stay on the iPhone you bought them on and can’t be restored after the app is deleted.
How do I manage or cancel my subscription?
Subscriptions are managed by Apple, not inside SurePhotoID. On your iPhone, open Settings → your name → Subscriptions, choose SurePhotoID, and change or cancel your plan there. Unlimited Monthly auto-renews until you cancel; cancelling stops future charges.
Which countries and documents are supported?
SurePhotoID ships 52 official document templates across 49 countries, and every template cites its official government source. Pick your country in the app to see the documents available for it.
Do I need an account?
No. There is no sign-up anywhere in SurePhotoID — nothing to register, nothing to log in to.
Are my photos uploaded anywhere?
Never. All photo processing happens on your device — there is no image backend at all. A photo only leaves your iPhone if you export it and share it yourself.
What can I do without paying?
Capture, compliance checking, and preview are free. You only pay to export — after you’ve already seen how your photo does on the compliance check.
Contact us
Email support@surephotoid.com with as much detail as you can — country, document, and what happened. For refunds, use Settings → Request Refund in the app: Apple handles every refund request.