HM Passport Office (UK passport office) did not accept my photo

Did you recieve notification that your ID photo, as taken at one of our photo booths, was rejected by HMPO? We can help you resolve this issue.

Did you recieve notification from HM Passport Office that your ID photo was rejected? The first step is figuring out what stage you are at in your application process.

While completing your application

HMPO uses automated checks to verify passport photos when uploaded to their website. These automated checks are broad and used for first screening. If you are in the process of applying for your passport online and recieve a warning message similar to the one shown below, you can troubleshoot the issue independently by using the guide below.

After your application is submitted

If you are receiving the results of your passport application, having already submitted your information in the prior weeks, and find that you are rquired to retake your photo to complete your application, we will be able to compensate you based on the below conditions:

If any of the above examples are applicable to you, you are entitled to a refund. We advise you to contact our Customer Help team to request a refund. Our team will get back to you as soon as possible.

Please note: We can not offer refunds if your photo was rejected because: you are smiling in the photo, your hair was in your face, you were wearing a hat/adornment.

Need a refund? You can apply for one here.
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