If your code is not working, it may be for one or more of the reasons listed below. Work through this list to see if the issue can be solved by following these steps.

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Did you purchase the right product?

At Photo-Me we offer a range of services at our booths, from ID photos to fun photos. Our digital passport photos are one of our most popular options. A print-out of our professional digital ID photos for UK online passport applications looks like the example ticked below. If your print-out does not match the ticked version below, or looks like the version with an 'x' beside it, there's a good chance you may have selected the wrong product. Unfortunately, we do not offer refunds for accidental purchase.

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Did you enter the code correctly?

If you're having trouble with entering your code via the official HM Passport Office website, try using the below steps to troubleshoot the issue.

Step 1

Follow the case sensitive guidelines. Your code should consist of three boxes (first box in lower case) idpass (second box in lower case) uk (third box) a unique 8 digit code comprised of upper case and lower case characters.

For example – idpass  uk  AsTOxR06

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Step 2

Have you waited 24 - 72 hours before trying to enter your code again? During busy periods, such as before and during summer, our photo booths can experience a high number of requests - as many as 6,000 request per day. Due to the large volume of digital photos being processed at once, our servers can experience delayed function when transferring your photo to HMPO (His Majesty's Passport Office). These delays are created by an upload queue that can take up to 72 hours to clear. We advise you to wait up to 72 hours before reporting a code does not work, trying the code intermittently within the time.

Please note: We do not investigate broken codes or offer refunds until 72 hours have elapsed since your photo was taken.

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Step 3

Is your code still not working after 72 hours? We use servers to upload, store and share your photo with HMPO. This encrypted process requires consistent bandwidth, meaning the upload of your ID photo can be lost if signal at the photo booth's location is interrupted. If your code does not work after 72 hours there's a chance your photo did not upload due to a signal fault. At this point we advise you to contact us. In the meantime, try taking your ID photo again at a quieter time, such as early morning or late evening.

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Other issues that may occur

Did you wait more than 30 days to use your digital code?

‍Due to GDPR, we are not able to store passport photos on our servers for more than 30 days.

A disclaimer before payment does alert all customers that: your photo is stored for use during the online application and that you consent to your image being held securely for 30 days. To continue with your purchase, you must select OK Continue - therefore agreeing to our terms of service.

Once a digital photo has passed the 30 day storage period, it is permanently deleted in compliance with UK GDPR Article 5 (1) (e).

Due to its permanent deletion, we are no longer able to retrieve the digital photo. As this stipulation is included in our terms of service, we are also unable to issue a refund in this case. You may, however, continue to use the printed version of your passport photo for your application.

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