Questions about a booking, a payment, or your account? A real human reads every message.
If you're experiencing an issue with the ICON app or have a question about your account, bookings, or payments, you've come to the right place. For the full support index, visit the ICON Help Center.
Having trouble with a booking? Whether it's a no-show, a shoot that didn't go as planned, or photos that haven't landed, reach out and we'll make it right.
Questions about charges, subscriptions, credits, or refunds? We can help you understand your billing and resolve any payment issues.
Need to update your account, reset your password, or have concerns about account security? We've got you covered.
The fastest way to get help is to email our support team directly:
Email: support@shotxicon.com
Please include your account email and a description of the issue. We aim to respond within 24 hours.
Open the ICON app, tap Book, and tell us what you're doing and where. Pick your session length, see your exact price, and confirm with credits or a card. An ICON heads your way. Shoots happen now, not next week.
Credits are the currency used within ICON to pay for photography sessions. You can purchase credits through a monthly subscription or as a one-time purchase. The number of credits required per session varies based on the photographer's tier and session details.
No. You receive the photos your ICON delivers, and RAW or working files aren't shared. Your ICON isn't required to provide them, so asking for RAWs isn't grounds for a complaint or refund. The full policy is in our Terms.
Your delivered photos come with a personal-use license: print them, post them, share your life with them. If you want to use images commercially or in paid promotion, reach out to support first and we'll walk you through it.
Reach out to support and our team will review the delivered images. Style and look vary from photographer to photographer, and that's part of hiring a real human eye, but we vet every ICON and take quality seriously. We guarantee the minimum photo count for your booking, and our team determines in-house whether a refund is justified.
After your session, your photographer uploads the photos directly to ICON. You'll receive a notification when they're ready, and you can view and save them from your booking gallery in the app.
Yes. You can cancel through the app. What happens with your credits depends on where the shoot is in its lifecycle, and the details are always shown before you confirm.
Go to your Wallet in the app to add a new card or manage existing payment methods.
You can delete your account from the Account Settings section in the app under Privacy & Security. Account deletion is permanent. Some financial records may be retained for legal compliance.
Photographers are paid through Stripe Connect. During onboarding, you'll set up your payout account. Earnings from completed sessions are deposited automatically according to your payout schedule.
Apply to join the ICON network through the public photographer application. You can also check your application status after submitting.
If you've encountered a bug or technical issue, please email support@shotxicon.com with:
This helps us investigate and fix the issue faster.