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TotShot
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Support

One address, read by a person. There is no ticket robot and no queue you cannot see the end of.

Write to support@totshot.app. It is the only support channel TotShot publishes, and it is deliberate: an online-only service is not required to run a telephone line, and a second channel we answer slowly would be worse than one we answer properly.

1. What to tell us

Anything you like — but these four turn a conversation into an answer:

  • Which document. The country and the kind — "UK passport", "US visa". Rules differ per document, not per country.
  • What the app said. The verdict, and the line it failed on if it failed one. That is the sentence we can check against the rule.
  • Your device and its OS version. Camera behaviour is the one thing that genuinely differs between phones.
  • Roughly when. Requirements are versioned, and knowing the day tells us which version judged your photo.

Please do not attach the photograph. We already have it if you took it in the app, and email is not a private channel — it passes through servers neither of us controls. Tell us when you took it and we will find it.

2. Things we are asked often

  • An office refused the photo. Final acceptance is always the authority's, and a refusal is not a fault in the service — the Terms say so plainly. Write anyway, and tell us which line they objected to: if we measured something wrong, that is a bug in a rule and we want it.
  • A credit was spent and nothing came back. Then it comes back. The credit is returned when the failure is ours, automatically; if it has not, that is exactly what to write about.
  • I want my money back. The purchase is a transaction with Apple or Google and the refund is theirs to make. Write to us as well — we would rather hear about it than not, and when Apple asks us about a refund we answer honestly about what was used.
  • Is my country supported? The list on the home page is the live one, read from the same catalog the app uses. If a country is missing it is because no rule for it has been published yet, not because it is coming soon.

3. Deleting your account

You can do it yourself, in the app, and it needs no conversation with us. Deleting your account sets out where the button is, what goes, and what we cannot reach.

4. Your data

What we collect, how long it is kept and who else ever touches it is in the Privacy Policy. Access, correction, export and erasure requests go to the same address as everything else: support@totshot.app.