Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 87 years old and I did not understand that this was not the official government website when I attempted to renew my passport on 6/21/25. Based on the other complaints here at BBB and the constant marketing emails I have received from Gov+ I believe they are a scam. I do not believe that I will get the services promised. I paid $67 for passport application, $57 for expedited processing, $97 for TSA Precheck, $190 for expedited processing, $119.88 for subscription, a total of $530.88. I would like a complete refund of all the money I paid.

  Business Response

  Date: 08/10/2025

  Dear ***** ****
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  First, we are sorry you feel frustrated we understand how confusing online transactions can be, especially when youre dealing with multiple fees. That said, its important to set the record straight.
  
  GOV+ is a privately owned company that provides an optional, paid service to help customers prepare and submit *************************** forms. We are not a government website this is stated plainly on our homepage: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. That disclaimer is visible before checkout, not hidden in invisible fine print.
  
  No fee is ever charged without explicit, affirmative action by the customer: manual entry of payment information, clicking Agree to the Terms & Conditions, and clicking Submit.
  
  According to your complaint, the amounts you were charged are:
  
  GOV+ Passport application (Service Fee): $67
  GOV+ Expedited processing: $57
  Mandatory Passport Fee + Expedited Processing (Government): $130+$60
  GOV+ TSA PreCheck (Prepaid): $97
  
  Subscription: $119.88
  Total: $530.88.
  
  If these charges appeared on your statement, they reflect services and options you selected and authorized at the time of checkout.
  
  Regarding your claim this is a scam, we take accusations of fraud extremely seriously. Calling a clearly disclosed private service a scam is a serious claim and, in this case, inaccurate. We provide a paid convenience service; we do not impersonate or represent any government agency.  It is not uncommon for us to hear concerns only after a customer has experienced buyers remorsenot because the service was unclear, but because they did not anticipate the financial impact. That said, we do our best to accommodate concerns when they arise, but we can only work with the information and cooperation provided.
  
  If the distinctions on our site were unclear to you, we wish you had given us the opportunity to explain them to you and resolved this privately before you escalated the matter publicly. 
  
  Your complaint suggests that you did not perceive the value of the convenience our service offers. Our decision to process your refund reflects our commitment to maintaining a customer base that values our services, not one driven by assumptions or misunderstandings. We strive to maintain transparent and mutually beneficial relationships with all clients. Your applications and subscription were already canceled and you were issued full refunds, as confirmed to you by our representative, ***, via email. We consider this matter closed.
  
  

  Customer Answer

  Date: 08/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Searching on ****** for how to apply for TSA PreCheck, the Gov+ site came up. I filled out the application and paid $96 and got an appointment to go to ***. When I arrived there, I was charged $76 and told they took no money on-line only in person. So essentially Gov+ took $96 dollars from me for no service. I am also disturbed that there was nothing to suggest that this was not an official government site and the only way to apply for TSA PreCheck

  Customer Answer

  Date: 07/30/2025

  I have heard from Gov+ and accept their explanation.  

   

• Initial Complaint

  Date:07/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a passport and never received it from the GovPlus website, On May 20 2025 I know that its a SCAM website.

  Business Response

  Date: 08/10/2025

  Dear ********* *****,
  
  We acknowledge receipt of your complaint filed via the Better Business Bureau and appreciate the opportunity to provide our response.
  
  We regret that your experience did not meet your expectations, and we understand that delays can be frustrating. That said, it is important to clarify the facts surrounding your application and the role of GOV+.
  
  GOV+ is a legitimate, fully registered private company that provides optional support services for government-related applications. We are not a government agency. Our platform exists to simplify the process by offering guided assistance, pre-filled forms, and personalized customer supportfeatures not typically offered by official government websites.
  
  You filed your application on May 20, after manually entering your information, submitting your payment details, and agreeing to our Terms and Conditions before clicking Submit. Your application was reviewed; however, processing was placed on hold because the passport photos you submitted did not meet the specifications set by the ********** Departmentspecifications we are required to follow. These standards (such as correct sizing, lighting, and positioning) are not set by GOV+, but must be met to avoid rejection by the *****************
  
  During this time, a system upgrade temporarily caused the tracking status of your application to incorrectly display as delivered even though it had not yet been mailed. This was immediately escalated to our Development Team and has since been resolved.
  
  To further clarify:
  1. Your application was incomplete due to non-compliant photos.
  2. We attempted to contact you multiple times via phone (our calls were rejected) and email (no replies were received).
  3. Applications with missing or invalid materials cannot move forward until the applicant provides the necessary corrections.
  
  While your request did not qualify for a refund under our Terms and Conditions, we nevertheless processed a cancellation and issued a full refund on July 30 as a courtesy.
  
  We trust this provides clarity and context, and we consider this matter closed.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, I applied online after seeing an ad for renewing my passport. I paid for the service at that time. After about 4 weeks, I hadnt heard anything so I emailed them. I received a response stating they needed my name and phone number. I responded with the information. Never heard anything more. After another week or so, I called and spoke with another person who said that my photo was not sufficient. She tried to help me with a selfie several times, but could not get one to work. I then went to an *** store and had a picture taken costing $20. At that time, the clerk told me that I was going to have to pay an additional $130, which I knew nothing about. So I called gov + again questioning the additional cost. I was told I would not have to pay anything additional. Now we are at the end of June. So she sent me a package, in which I included my new picture. After another week, I get the package back stating I owe $130. Completely frustrated, I applied at travel.gov, which I should have done in the first place. A few days later, I received my new passport. Thank goodness I didnt have a trip planned.

  Business Response

  Date: 08/10/2025

  Dear ***** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We regret that your experience did not meet your expectations. Your application has been cancelled and you were issued a full refund as confirmed by our representative *****. We consider this matter closed.
  
  

  Customer Answer

  Date: 08/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by this business after I had done paperwork online with the *** and Social Security. The website looked official, "**************************", and similar to the government website I had already used. The offer was to help renew my passport (which I did need to do). I completed the paperwork and after the paperwork was completed, I did pay a fee for the passport (165.00$) on 4-21-2025. I have never received my passport and I have sent messages questioning the delay. First I was told I had not received the passport because "I had smiled in the photo". I retook the photo and re-sent. I did not receive a response and I reached out through the email given in the correspondence. I was told the delay was because "my hair was covering my face in the photo for the passport". This was completely untrue and then I realized that this group is likely a scam. While I have no doubt I will ever see my money or passport, I fell others need to be warned and this web site needs to be shut down. Thank you for any help.

  Business Response

  Date: 08/06/2025

  Dear ***** *********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify several of the assumptions presented.
  
  GOV+ is a privately owned software service that assists users in organizing and preparing government-related documents. We do not represent any government agencya fact that is clearly and repeatedly disclosed on our homepage, application pages, and within our Terms and Conditions. In fact, one of the first statements visible on our homepage reads, Were not the government were a private company here to help. This is not buried in fine printits deliberate, transparent, and front-facing.
  
  Our platform provides a range of convenience-driven services such as one-click form filing, real-time tracking, digital notary access, passport photos, identity theft protection, and morenone of which are offered by government sites. The goal is to simplify and centralize what can otherwise be a frustrating and disjointed experience.
  
  With that said, your passport photos were rejected not due to any system error, but for failing to meet specific government standards. Per the *************** of States guidelines (*******************************************************************************************), the issues cited were:
  
  First submission: facial expression not neutral.
  Second submission: hair covering parts of the face, obstructing visibility and causing lighting inconsistencies.
  
  As much as we would like to provide you with visual proof, we cannot share those images back for privacy and data protection reasons. However, we are bound to enforce these standards, not create themand most users appreciate the diligence in ensuring their application wont be rejected downstream by the *****************
  
  If you experienced a delay, it was due to incomplete or non-compliant submissionsnot because you were scammed. Preventing a government-level rejection by catching errors early on is exactly what our service is designed to do.
  
  While we understand that GOV+ is not for everyone, we do ask that customers refrain from making baseless accusations and instead use facts when filing public complaints. Constructive feedback is welcome; false claims of being scammed are not.
  
  Nonetheless, despite the inaccurate claims and the fact that your refund request fell outside our stated 7-day refund policy, we have processed a full refunds and canceled your application in good faith.
  
  To avoid further confusion or future dissatisfaction, we kindly ask that you refrain from using GOV+ services again.
  
  We consider this matter closed.
  

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GOV+ charged my credit card before any services were provided and before any payment was approved by me. They agreed to refund, but said to expect 3-5 day delay. Further, their name is deceptive, and I never would have put any of my information in their form if I understood sooner that it is a 3rd party non-governmental company. I expect them to change their payment processing procedure to include a notice that they are a 3rd party not affiliated with any government agency, and add a step to approve payment.

  Business Response

  Date: 08/06/2025

  Dear ***** ********-*****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  You mentioned that you thought you were dealing with a government website. 
  

  First, we would like to clarify that GOV+ is a legitimate private company offering optional support services for government-related applications. We are fully transparent about the nature of our services, which is clearly communicated on our website, ****************************. Our homepage explicitly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is displayed on our homepagenot buried in fine printand is further detailed in our Terms and Conditions, which are available to all users prior to purchase. 
  
  While we understand that assumptions happen, its important to recognize that multiple visual, textual, and structural cues were in place to make it very clear otherwise. Even the domain namegovplus.comuses a .com suffix, which is standard for commercial entities, not government agencies. We respectfully suggest that placing the blame on a clearly marked and well-disclosed private platform may not be entirely fair.
  
  Our platform is designed to simplify and streamline the process of completing government applications by offering guided support, pre-filled forms, and additional customer assistancefeatures not typically available through government websites. Regarding the charge, the service fee you paid covers access to this platform and its associated benefits. Before any payment is processed, customers are required to:
  
  Manually enter their payment information
  Click Agree to the Terms and Conditions, and for additional optional charges, to manually click or **** authorizing the charge
  Actively click the Submit button
  
  These steps demonstrate clear and affirmative consent. If a charge was completed, it means these steps were successfully and intentionally followed.
  
  We recognize that some customers may experience buyers remorse, but we strongly believe it is inappropriate to escalate a complaint based on incorrect assumptions without first reaching out for clarification. We are always available to provide assistance and address concerns directly when given the opportunity.
  
  In light of your concerns,  it appears there was a significant misunderstanding regarding our platform and the nature of the services provided. We have canceled your application and issued a full refund. Your information has also been deleted from our system.
  
  To prevent further confusion or dissatisfaction, we respectfully request that you do not attempt to use or access GOV+ services again.
  
  We consider this matter closed.
  

  
  

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23664250
  
  I am rejecting this response because:

  When the browser search result link routed me to the GOV+ form, it never showed me the .com main page where the "We're not the government" disclaimer is located.  So, I didn't overlook it, as this company's response claims.

  If there was a Submit button, it did not say that it was to authorize a payment, or what the amount of that payment would be.  I never completed an application, so the suggestion that I had "buyers remorse" misrepresents what happened.  Both of these are directly related to my original complaint about this business' purchasing process.  AND I'm not convinced there was a Submit button, because the person who called me from GOV+ said that checking the Terms & Conditions box is what pushes the charge to your credit card.

  Regarding BBB complaint vs GOV+ : I tried more than once to call customer service, but received no assistance.  I also used the chat function online, but did not receive a response before I filed my BBB complaint.

  
  Sincerely,
  
  K Brown

  Business Response

  Date: 08/08/2025

  Dear ***** ********-*****, 
  
  Kindly see the attached files just in case these details were overlooked during the process of being routed to our website. As you will see, you manually entered your information, manually provided your payment details, manually ticked the box agreeing to our Terms and Conditions, and then manually clicked Submit.
  
  You also made attempts to reach out to us which is always encouraged though in both instances, you chose to end the call before ever being connected with an agent. ******
  

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23664250
  
  I am rejecting this response because:
  This companys response and these documents only reinforce my complaints. I never completed an application form, which is what the fine print says I would be charged for. Fine print in the corners and bottom of a webpage are not obvious notice. I called twice, but was never connected to anyone. I had already started this BBB complaint before I got a response from the online chat. Im glad they returned my money. I do not appreciate them suggesting that Im an idiot, nor their snarky request that I not use their website again - both completely unprofessional.
  Sincerely,
  
  K *****

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approximately June 28, 2025, I filled out the forms on the Gov Plus website to renew my US passport. WIthin a few days, I received an email indicating that the photo that was submitted was not acceptable by the US Government even though it was an official photo taken by *********. After several weeks, several resubmissions of a photo and several emails, I submitted the original photo to the ******************* website to renew my passport and it was accepted and I received my new passport within 2 weeks. After paying over $200 to Gov Plus, I ended up spending an additional $130 for the passport fees to the government.I have sent several emails to Gov Plus requesting a refund of all fees paid to them as they did not complete any service, just delayed.I would like Gov Plus to refund all fees paid to them.

  Business Response

  Date: 08/05/2025

  Dear ********* ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  First, we would like to clarify that GOV+ is a private company offering optional support services for government-related applications.. *********** is fully registered under state and local laws. We regret that your experience did not meet your expectations. Your application has been cancelled and you were issued a full refund as confirmed by our representative *****. We consider this matter closed.
  
  

• Initial Complaint

  Date:07/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted thinking this was a BBB accredited business and now have buyers remorse.7/24/2025

  Business Response

  Date: 08/06/2025

  Dear ******* *******,
  
  Your application was canceled and a full refund was issued on July 27th, as requested. This resolution has already been confirmed across multiple channels: via chat by ******, via email by ******, and over the phone by both ***** and *******.
  
  At GOV+, we process thousands of applications each day and strive to make our services and pricing as transparent as possible. The payments you authorized was submitted only after accepting the terms clearly displayed during the transaction.
  
  Respectfully, we find that dissatisfaction often arises due to buyers remorse or an overlooked impact on personal finances. While we understand that circumstances can change, we can only respond based on the cooperation and context provided at the time of support.
  
  Its also worth noting that this concern was escalated to a public forum without first giving our team a fair opportunity to resolve it directlywhich we encourage as a first step in any service issue.
  
  That said, your requested resolution has been fulfilled in full. As such, we consider this matter closed.
  

  Customer Answer

  Date: 08/07/2025

  I was given a full refund of the charges.

  Thank You,

  ****

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My submission date where I paid 100% of my fees to Gov plus for my passport process was July 12 of 2025. It has been 10 days where I have had zero communication if any additional information or corrections were needed. The first alleged correction was my photo and so I followed the exact directions again sent them even a better photo with better lighting, showing my shoulders, my face, direct forward, etc.There is a page where all of my items of submission are green and checked off and does not allow me to re-enter, re-upload,or even open those ******** assistance always tells me the same thing: the email address to ******************************** or a phone number that refers you back to AI assistance or the same email address. Its a big circus circle.Govplus has been on stage or processnumber 10 now for more than the 3 to 7 days for processing. They have come back again and said well it looks like the photo is problem. I can assure you my photo is not the problem other than its ugly cause I have no make up. I think theyre using the photo as an easy way of saying yeah I looked at it and this is the issue thats holding us up when in fact, theyve never even looked at it and its sitting on somebodys desk.All of my documents show the same last name ********* ************************ they are not legitimately able to state well some of her documents show a different name.They told me that my eye color was different on some documents and so I went back and I looked at that. My eyes are blue, sometimes green, depending upon what I wear. So I sent that information to them.I think this is a bogus scam. I have now wasted two weeks of processing for mly passport not to mention a lot of money for a woman on Social Security . I need to get to ******* to see my brother who has had a stroke.

  Business Response

  Date: 08/07/2025

  Dear ********* ****-******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond. 
  
  With that said, your passport photos were rejected not due to any system error, but for failing to meet specific government standards. Per the *************** of States guidelines (*******************************************************************************************), the issues cited were:
  
  Quality of the photo (Blurry), Uneven Lighting, Gaze (Not looking at the lens of the camera)
  Camera angle (Photo was taken from below; photo was taken too close- shoulders were not captured)
  Gaze (Not looking at the camera); Uneven lighting
  
  As much as we would like to provide all visual proof, we cannot share those images for privacy and data protection reasons. However, we are bound to enforce these standards, not create themand most users appreciate the diligence in ensuring their application wont be rejected downstream by the *****************
  
  If you experienced a delay, it was due to incomplete or non-compliant submissions. At GOV+, we review and support thousands of applications daily. To ensure fairness, applications tied to expedited or premium services are prioritized, as they include additional processing fees. Applications under a one-time fee are reviewed in the order received. However, if an application is incompletedue to missing documentation, non-compliant photos, or unverified mailing informationit must be returned to the queue for resolution before proceeding.
  
  As of this writing, your application kit is prepared and currently awaiting **** pickup. You may track the shipment using the following **** Tracking Number: 9400 1362 0830 3354 5048 24.
  
  Once you receive the package, please take a moment to carefully review the enclosed instruction sheet. Should you have any questions or need assistance at any point, feel free to reach out to us. For faster support, simply reply directly to the email thread sent by our representative, ***.
  
  Were here to help every step of the way.
  

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to renew a passport after charging my card on 6/13 $130, $97 $67 and $19 I still have no passport. We have reached out numerous times and spoke on chat with someone first. It was the picture they keep saying there was a problem with thepicture. We kept resubmitting at least 20 and there still was a problem so I told them we were going to take our own picture so they said thats fine. Just disregard the picture that comes with it. Were going to get it together to process. We still dont have it when I go to the site. It says theyre reviewing the application. I just want a refund. I am obviouslynot getting my passport. This has been a major inconvenience of my time and money.

  Business Response

  Date: 08/04/2025

  Dear **** *********,
  
  We acknowledge receipt of your complaint submitted through the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  We regret that your experience did not meet your expectations. Please allow us to clarify the situation and provide additional context regarding your application.
  
  GOV+ strictly adheres to the passport photo standards set by the ************************. These guidelines cover criteria such as image size, lighting, background, and facial positioning. If a submitted photo fails to meet these standards, it cannot be accepted as part of a valid application. These requirements are established by the State Departmentnot GOV+and our role is to ensure that applicants meet these qualifications to avoid rejections during processing.
  
  Unfortunately, we are unable to complete any passport application without all required documents and compliant materials. 
  
  In light of your concerns and as indicated in your requested resolution, we have cancelled your applications (passport and TSA PreCheck) and issued full refunds on July 27th, despite our standard 7-day refund policy. You should have received a confirmation email along with the corresponding refund receipt.
  
  With this resolution provided, we consider the matter closed.