Having trouble? Here are fixes for the issues that come up most often.
Upload Issues
The photo won't upload
We accept JPEG, PNG, and HEIC files up to 20MB. If your file is larger or in another format, open it in your phone's photo app and re-save or export it as a JPEG.
The upload starts and then stalls
This is usually a flaky connection on a large file. Try again on Wi-Fi, or pick a slightly smaller photo.
Preview Issues
The face doesn't look right
Nine times out of ten this is the source photo. Pick one where the face is sharp and evenly lit, fills roughly 30–50% of the frame, and isn't hidden behind sunglasses or a heavy filter. Regular glasses are fine.
I want to see other options
Switch styles and preview again. Sharp, well-lit photos do well in Oil Painting and Photorealistic; softer or older photos do well in Watercolor. Previews are free, so compare a couple before you commit.
The preview is taking a long time
Previews normally appear in seconds. If one is hanging, refresh the page and try again — you won't lose your uploaded photo.
Payment Issues
Payment was declined
Common causes are insufficient funds, card restrictions on online purchases, or a bank security block. Try a different card, or contact your bank to authorise the transaction.
I was charged but didn't get a confirmation
Check your spam folder first — the confirmation comes from us and the receipt from Stripe. If neither arrived, email [email protected] and we'll look it up.
Order Issues
Where is my order?
Items are made to order, which takes 3–4 days, then Standard shipping arrives in 3–7 business days. Your order status is on your dashboard.
I ordered the wrong thing
Email us as soon as you can. Orders can be changed or cancelled before they enter production — after that, see Returns & Refunds.
Account Issues
Can't sign in
If you signed up with Google, use the Google button rather than a password. If you used email and password, try "Forgot Password".
Can't find my portraits or orders
Make sure you're signed in with the same email address you used at checkout — that's the account your order was attached to.