Help center
Help with uploads, generation, pulls, and downloads
Most problems can be isolated to source-photo quality, temporary generation capacity, payment confirmation, or browser download settings.
Upload problem
Try a JPG, PNG, WebP, or HEIC up to 12 MB with one clear, unobstructed person. A sharp source gives Seedream a stronger visual reference.
Generation did not finish
A failed generation or native-4K output check releases the reserved pull automatically.
Pulls or payment
Stripe Checkout handles purchases. Wait for payment confirmation before trying again; Stripe webhooks are the source of truth for entitlements.
Download problem
Sign in with the account that owns or claimed the card. Preview access does not grant private 4K or Print Kit access.
Frequently asked questions
How do I contact support?
Email hello@photocard.ai with the route, approximate time, and non-sensitive error message. Never send passwords or payment credentials.