Contact ItsEasy Passport Renew Photo Support

First, the customer service rep gave me the wrong information. I had called because I lost my passport card. She said “that’s no problem, just check the box that says you want to renew your passport only, not the passport card.” Several weeks later, when I was expecting to get my passport, I instead got a letter saying that my passport could not be renewed without the passport card. My trip was a week away. I called customer service and they had no solution. They said to go to the passport agency. I did go to the passport agency and had to start the entire process over and it was too late by that time to get a new passport. I missed a one in a lifetime 30 year college reunion trip with 10 friends and was out $1250 for the hotel. I asked It’s Easy for a refund for the $53 fee and the customer service rep said she had to talk to management and she would call be back the next day. Waited 2 weeks and no response! I called again. The customer service rep said the same thing! She could not authorize a refund without talking to management! She said she would call me back the next day. Im still waiting over a week later! So crazy! This company has no idea what they are doing and is given incorrect advice which resulted in me missing a trip and losing money. They won’t even give me a $53 refund!!! I can’t even waste my time calling them again to get the run around that they can’t authorize a refund. Terrible customer service.

The only service I used was to get photos. If this is all you need, you may be better off going to a local pharmacy, where you can get instant and dependable results for around $12. But if you want to save a few bucks, before you buy the app, you should be ready to (1) shoot outside, out of direct sunlight (obviously), and (2) have a Plain. Flat. White. Background at the ready--exactly that, no exceptions. (3) Take a Very Careful Look at your results. Compare them to the example photo provided. You do not want to have to do this twice. Otherwise, why didn't you go to the pharmacy in the first place? I never completed the process because I grew frustrated, but I'm still giving their app 4 stars because, arguably, the challenges I faced were of my own making. But you should also know, their website states, "This service is provided as is, with no expressed or guaranteed warranties," so I never bothered asking for a refund.

***Edited*** David worked for awhile on this and stayed in contact with us until the pictures were able to get through to our email. He emailed to check in, gave us his number to call him, offered to print them out and mail them to us. He never gave up on the process until we got them! And the pictures turned out great! *** I downloaded this app to help us take our passport photos and we chose the option for free instant email delivery of the photo. It never came after 2 days so we sent a message to the company and they replied saying they would let the president know. He contacted us through email to clarify the problem. He said this has never happened before and to try again. Well we tried it again and it still never came. Completely useless app for us since we couldn’t even access the photo.