Contact Us

One address, read by a person

Email support@myphototrace.com Replies usually within two or three working days

Photo Trace is a small, independently run website. There is no support desk and no ticketing system — messages go to one inbox and are answered by the person who built the site.

What to write in about

A photo that will not read correctly. This is the most useful thing you can send. Photo Trace handles a great many phone makes and models, and the awkward ones are what improve it.
A location or date that looks wrong. Metadata is written by the camera, and some phones record it in unusual ways. If something reads oddly, we would like to know.
Something broken on the site. A button that does nothing, a page that will not load, a layout that misbehaves on your phone.
A question the guides did not answer. If it comes up often enough, it becomes a guide.
A question about a contribution. Anything to do with a payment made through the support page.

What helps us help you

If a photo is not reading properly, the following makes it far quicker to work out why:

The make and model of the phone or camera that took it
The browser you were using, and whether it is the phone's built-in browser or one you installed
Whether the photo came straight off the camera, or arrived through WhatsApp, Instagram, email or a cloud backup
What Photo Trace showed you, and what you expected instead

Please do not attach the photograph itself unless you are happy for us to see it. In most cases the details above are enough, and we would rather you kept your picture.

A note on privacy

Photo Trace reads your photos inside your own browser and never uploads them, so we cannot see what you have been checking and have no record of it. That means we genuinely cannot look up your activity — anything you would like us to know, you will need to tell us. The privacy policy sets out the full position.

What we cannot do

Photo Trace reads metadata that already exists inside a file. It cannot recover a deleted photograph, restore metadata that a messaging app has stripped out, or tell you where a picture was taken if the camera never recorded a location in the first place. If that is what you are after, this guide explains why, and will probably reach you faster than we can.