How can we help?
Find an answer below or sign in and open a support request. You can ask questions before buying. Our support team replies in your account and sends an email notification; this is not live chat.
Unable to sign in? Email support@headshotlane.com. Include your order ID if you have one. Never send passwords, verification codes, card details or identity documents.
Before you buy
Photo checklist and HEIC help · Downloads and email-signature setup. While purchases are paused, sign in and opt in under Purchase availability for one opening email.
Support expectations
We provide a first support reply within 1 business day. Business days are Monday–Friday (UTC+8). This is the first-response time, not a promise of resolution or refund arrival within that period. Support is by message, not live chat. Existing customers can follow their request in their account and will receive reply notifications. If a paid order is stuck, send its order ID; do not pay again. Allow up to 2 days after starting generation. Contact support if it takes longer; we will review the order and explain your redo or refund options.
Accounts
How do I register or recover my account?
Use Google, or choose Create account and verify your email before setting a password. Forgot password sends a verification code valid for 10 minutes. Check spam and use the latest code in the browser where you requested it. Resetting your password signs out other sessions.
Using your phone
Use the bottom navigation to switch between plans, studio, account and help. On iPhone or Android, download an original first to confirm where your browser saves files. Downloads may appear in Files or Downloads rather than Photos; open the image there and save it to your photo library. ZIP files can be opened in your phone’s file manager. If a large ZIP fails, download individual images instead. Keep this page open while a ZIP is being prepared.
Order availability
We accept new orders only when we have room to deliver your pack and its included redo. If we are fully booked, you will not be asked to pay. Queued portraits continue when processing resumes. If an order needs attention, contact support; please do not pay again.
Payments and orders
Can I buy now?
Check the studio for current availability. When new orders are paused, existing orders, downloads and support remain available. Each pack is a one-time purchase for one person, with no subscription.
I paid but cannot start generation.
Return to your account and open the order. Payment confirmation may take a moment. Do not pay again to resolve a pending order. Contact support with the order ID if it remains pending.
Where is my receipt?
Waffo emails a receipt to the address used at checkout after successful payment. Your HeadshotLane account shows the order amount and status. Contact support if you need help locating payment documentation.
My checkout link expired.
Return to your HeadshotLane account, open the pending order and choose Resume checkout. We check your payment status before opening a replacement link. If a payment is still being verified, contact support rather than paying again.
Photos and delivery
What photos should I select?
Use 1–6 photos of yourself, including a clear front-facing primary photo. JPEG, PNG and WebP are supported, up to 6MB each. You must be at least 18 and have permission to use the photos. Photos upload only when you start generation after payment.
Can I leave while images generate?
Yes. Generation runs in the background. Return to your account to view progress. We notify you when results are ready or support review is needed. Allow up to 2 days after starting generation. If it takes longer, contact support with your order ID.
How do I download and export?
Open your paid order to download individual originals, a ZIP of all images or your favorites, and profile, email-signature or introduction-card image layouts. Preserve the AI watermark. Download within 30 days.
Redos, refunds and privacy
Can I request a redo or refund?
Use Request redo or Request refund inside the relevant order. Each package includes one support-reviewed redo batch. A request does not automatically authorize a redo or issue a refund. See the refund policy for eligibility.
Can I delete my photos or account?
Delete order photos from the studio, or delete your account from its settings. Deleted photos cannot be downloaded or used for a redo. Required payment accounting records are retained. See our privacy policy.