Help center
Help with uploads, generation, pulls, and downloads
Most problems can be isolated to source-photo quality, temporary generation capacity, payment confirmation, or browser download settings.
Upload or face-check problem
Try a JPG, PNG, WebP, or HEIC under 15 MB with one clear, unobstructed face. Low-resolution faces are rejected rather than reconstructed.
Generation did not finish
A failed face-consistency or quality check releases the reserved pull. The service retries once with a stronger face lock before marking the task failed.
Pulls or payment
Stripe Checkout handles purchases. Wait for payment confirmation before trying again; Stripe webhooks are the source of truth for entitlements.
Download problem
Sign in with the account that owns or claimed the card. Preview access does not grant private 4K or Print Kit access.
Frequently asked questions
How do I contact support?
Email hello@photocard.ai with the route, approximate time, and non-sensitive error message. Never send passwords or payment credentials.