New passport - photo has cropped top of head off!

Laquila · 2022-05-03T19:25:45+00:00

My son's new passport has arrived and his photo has been cropped a bit weirdly - it's cut the top part of his head off! You can clearly see his forehead and bit of a fringe, and then the top/crown of his head is cropped out. I guess my question is, if the passport office are ok with it like that, will anyone else (customs etc) question it?! We go away soon and I can't take the stress of reapplying/sending it back! I'm hoping that if that's how they've provided it, then it's ok and that's that?!

Original poster

Laquila · 04/05/2022 15:39

Bump

OP posts:

RedMake88 · 04/05/2022 15:40

Call them!

Original poster

Laquila · 04/05/2022 15:43

Thanks - it was a real mission getting through to them last time I tried so I've submitted a query via their contact form, then at least I'll have a written record. I was just looking for any real world success stories of using a passport with less than a full head photo! 😁

OP posts:

Dontstoprunning · 04/05/2022 17:40

When I looked into photo requirements it explained that they only need the whole face in the pic as its done on biometric data. So the distance between all your facial features etc.
I'd imagine that as long as you can clearly see his face and forehead it's fine, they are quite picky with the pics so they would have definitely rejected it if it wasn't suitable.

RedMake88 · 04/05/2022 18:11

Did you do it online when I did my DDs it said the photo was like midway likely to be accepted as it was too dark! So I lightened it myself and it swung the other way saying it’s very likely to be accepted.

if you did it that way then should be fine!

Original poster

Laquila · 05/05/2022 07:22

Dontstoprunning · 04/05/2022 17:40

When I looked into photo requirements it explained that they only need the whole face in the pic as its done on biometric data. So the distance between all your facial features etc.
I'd imagine that as long as you can clearly see his face and forehead it's fine, they are quite picky with the pics so they would have definitely rejected it if it wasn't suitable.

That sounds positive, thank you!

@RedMake88 I did do it online, yes and it never said anything about needing to redo the photo/it not being likely to be accepted, so I have everything crossed!...

OP posts:

prediction500 · 05/05/2022 07:30

I had this when we did it online.
I send online messages and got no response.
I called to check but no one seemed definite so in total called 4 times. 1 thought it was definitely ok whereas another said definitely not and although it's a valid passport there may be issues at border control!
2 of the staff advised me to write a covering letter, returning the passport and fill in a paper application form ticking the replacement passport box, send photos countersigned - all sent to customer services at whatever address the original application was sent to.
I had the new uncropped head photo in a couple of weeks.
This was back in early March.

prediction500 · 05/05/2022 07:31

Sorry that should say I had a new uncropped head passport in a couple of weeks!

prediction500 · 05/05/2022 07:34

Sorry just seen you also go away soon. I added in my cover letter that it was urgent and dates on travel. The the advisor on the phone told me to add in proof of travel, although I didn't do this as I may have fabricated how urgent it was in my panic to get it back!

Sweetener12 · 05/05/2022 07:58

I think it's fine because they are really picky with photos, but since they approved on it I'd think it meets all the requirements. If you're unsure you can prepare another photo and use a passport photo cropper to make its size right but I don't think it would be necessary.

Original poster

Laquila · 05/05/2022 11:24

prediction500 · 05/05/2022 07:30

I had this when we did it online.
I send online messages and got no response.
I called to check but no one seemed definite so in total called 4 times. 1 thought it was definitely ok whereas another said definitely not and although it's a valid passport there may be issues at border control!
2 of the staff advised me to write a covering letter, returning the passport and fill in a paper application form ticking the replacement passport box, send photos countersigned - all sent to customer services at whatever address the original application was sent to.
I had the new uncropped head photo in a couple of weeks.
This was back in early March.

Thank you for this but oh my gawwwd I could scream!! How can they approve it, process it, print it and deliver it as a valid passport and then effectively tell you that it may not work?! I just don't understand - the photo we submitted had plenty of space around the head so it's not even as though they needed to crop it like this 😱

I just don't trust that they'd even open the bloody envelope before we go away to be honest - agh what a nightmare.

Does anyone have experience of successfully travelling with a passport like this?!

OP posts:

bizzey · 05/05/2022 11:32

Oh wow !
DS has his top of his head cropped as well .I didn't give it much thought..he is most put out though as he said his hair is his most redeeming feature 😁!!

Other ds's passport has just come back as well ,with space above his head...IE. Identical photo to what we submitted.

Bit concerned now .

Dontstoprunning · 05/05/2022 11:34

This is guidance that the passport office use. You can find this document online. I definitely would not mess about trying to get another passport right now, the office is in shambles. Its the face they're looking at, not the head or hair.
My son has an afro and his hair takes up the top of pic and is cropped off so I can't see it all. I honestly think yours will be fine

New passport - photo has cropped top of head off!

Original poster

Laquila · 05/05/2022 11:34

@bizzey has your son successfully travelled on the cropped passport?!

OP posts:

Original poster

Laquila · 05/05/2022 12:43

Thank you, @Dontstoprunning ! Looking at it carefully I'd argue that you can actually see where the top of his head would be - it's just that it's covered in hair and the top of the hair is cropped off! But why on earth they can't just crop the right bit of the bloody photo is beyond me 😳

OP posts:

bizzey · 05/05/2022 13:04

@Laquila no not travelled yet
Passport only came last week.
Going in July.
His passport came from Bootle.
Uncropped brother..from Durham .
Don't know if that makes any difference ?

prediction500 · 05/05/2022 14:29

I'm not convinced that anyone on the phone actually knew what they were talking about.
My instinct was that it was fine to travel on but I had time to get it changed and am a worrier.
In fact, I went to do another DC passport online and the preview showed that they were about to get the top of their head cropped too so I did a paper application with the printed photo instead.
Same as you with having a load of room around the border too.
I think you'll be fine but obviously understand your nerves.
How long until your holiday?

DoctorRock · 10/05/2022 10:48

prediction500 · 05/05/2022 07:30

I had this when we did it online.
I send online messages and got no response.
I called to check but no one seemed definite so in total called 4 times. 1 thought it was definitely ok whereas another said definitely not and although it's a valid passport there may be issues at border control!
2 of the staff advised me to write a covering letter, returning the passport and fill in a paper application form ticking the replacement passport box, send photos countersigned - all sent to customer services at whatever address the original application was sent to.
I had the new uncropped head photo in a couple of weeks.
This was back in early March.

Hi
did you get a new passport back this way? We have had the same problem and it’s panic time.

DoctorRock · 10/05/2022 10:51

Laquila · 05/05/2022 11:24

Thank you for this but oh my gawwwd I could scream!! How can they approve it, process it, print it and deliver it as a valid passport and then effectively tell you that it may not work?! I just don't understand - the photo we submitted had plenty of space around the head so it's not even as though they needed to crop it like this 😱

I just don't trust that they'd even open the bloody envelope before we go away to be honest - agh what a nightmare.

Does anyone have experience of successfully travelling with a passport like this?!

Show quote history

How did you get on please? Ours are like this and we don’t know what to do. Send them back? Don’t risk it? Cancel holiday?

prediction500 · 10/05/2022 13:45

@DoctorRock I got it back within a couple of weeks, but with so many instances of this occurring it sounds like it is actually ok?
My instinct was that it was fine at the time. but I hadn't heard of it happening before and the passport helpline didn't seem to have a definite answer!

Scottishskifun · 10/05/2022 13:53

Not badly cropped but my 3 year olds passport the photo is weird, it's not straight on, he's not looking towards and it doesn't include his whole face. We have travelled on it fine including New Zealand, Europe, Hong Kong and Ireland.
We had one extra look in Greece but still no issues and never a issue at border control into the UK.

Do not send it back just travel and enjoy!

Scottishskifun · 10/05/2022 13:53

Would say think border control are much more lenient with children's passport pictures then adults

ObjectionHearsay · 10/05/2022 14:11

I wouldn't.worry about it, border crossing are very leniant with children's pictures.

Put it this way DS was 8 months old in his passport photo he travelled on it till he was 4 multiple countries. He definitely did not look like an 8 month old at 4!

I wouldn't worry, they've approved it and printed it, other governments will accept it.

DoctorRock · 10/05/2022 20:13

prediction500 · 10/05/2022 13:45

@DoctorRock I got it back within a couple of weeks, but with so many instances of this occurring it sounds like it is actually ok?
My instinct was that it was fine at the time. but I hadn't heard of it happening before and the passport helpline didn't seem to have a definite answer!

That’s fairly reassuring, thank you.
did you ever get a call back from the processing team to link it to your application or did you just send it?
also, did you pay a paper processing fee to be on the safe side or just tell them to correct it please?
sorry to keep coming back to you.

prediction500 · 10/05/2022 22:24

@DoctorRock
No I didn't pay the fee again. As per instructions from the passport line, in the end I:
Filled in a new paper application form and ticked the replacement passport option, enclosed 2 photos (one countersigned), enclosed the passport and finally enclosed a cover letter explaining what had happened and asking for it back urgently due to travel (enclose evidence if you have this - I didn't). This was all addressed to Customer Service at the same address the cropped passport was processed at, i. e. wherever you sent the supporting documents to.

My cover letter was like this:

As discussed during phone calls with XXXX and XXXX at the HM Passport Office today, I have been advised to return XXXX passport (original application number PEX XXXX) for a replacement due to the top of their head being cropped out of the photo. The photo provided had a full border so I am unsure why it was cropped so much.

As requested during the phone calls, please find enclosed the completed application form, 2 photos and their existing passport.

Please could this be completed urgently due to plans to travel XXXX

If you have any queries please contact me on XXXX

Saying all this, it's probably worth you contacting the passport line as they may confirm that it is now ok, and if they don't you can note in your letter who you spoke to.