Get in touch
The fastest way to get support is by email. We're committed to helping you get the most out of PassportTracker.
Common issues & solutions
HP·01 Photos not persisting after an update
If verification photos or your passport photo disappear after updating the app, try re-attaching them from your photo library. This is caused by iOS reassigning app storage paths on reinstall — newer versions of the app handle this automatically.
HP·02 Photo verification failed
Verification uses GPS metadata embedded in your photo. If the photo was taken without location services enabled, or was edited or shared in a way that strips EXIF data, verification may not succeed. Try using an original, unedited photo taken on your device with location enabled.
HP·03 Photo library permission not appearing
If you were never prompted for photo access, the permission may have been silently denied on first install. Delete the app, reinstall it, and tap Photo Verify again — iOS will prompt you fresh.
HP·04 Country not showing on the map
PassportTracker includes 229 countries, territories, and islands. Some smaller territories may render at a smaller scale. Try pinching to zoom in on the map to find them.
HP·05 Achievement didn't unlock
Some achievements require your home country to be set (e.g. Good Neighbour, Transatlantic). Make sure your country of birth is set in your profile. If an achievement still doesn't appear after stamping a qualifying country, try stamping one additional country to trigger a recheck.
HP·06 Feature requests & feedback
We welcome your suggestions. Email us with any ideas for improving PassportTracker or new features you'd like to see.
Response time: we aim to respond to all support queries within 48 hours
Before contacting support
To help us assist you more quickly, please try these steps first:
- Restart the PassportTracker app completely
- Make sure you have the latest version of the app installed
- Check that your profile has a home country set
- Note your device model and iOS version
Your data
Everything in PassportTracker — your stamps, photos, and profile — is stored entirely on your device. If you contact support, we may ask for technical details about the issue you're experiencing. This information is only used to help resolve your problem and is never stored or shared.