Support
Something wrong with an order, your film, your scans or your account? Here's how to reach a person.
1Fastest route: the app
If it's about an order, message the lab from the order itself — Orders → the order → Messages. That reaches the people actually holding your film, and they can usually answer immediately.
For anything else, Profile → Contact Support opens a thread with us that keeps its history, so you never have to explain it twice.
2Email
We aim to reply within one working day. If it's about a specific order, include the order number — it looks like AB0123 and it's at the top of the order.
3Common things
- Where is my film?
- Orders → the order shows every step, from the moment it left you. If tracking hasn't moved in several days, message the lab.
- Scans are ready but look wrong
- Message the lab from the order. Scanning involves judgement calls about colour and density, and labs will usually rescan if something is genuinely off.
- A roll came back blank
- It happens, and it is usually the camera rather than the lab — a shutter that isn't firing, a film that never wound on. Message the lab; they can often tell you which from the state of the negative.
- Returning a camera
- Orders → the order → Start a return, if the listing accepts returns. The window and the refund terms are the ones shown when you bought.
- Warranty claim
- Open the order and message the seller — Orders → the order → Messages. The seller underwrites the cover, and the terms you bought it under are on the same order.
- Refunds
- Refunds go back to the card you paid with. Your bank usually takes a few working days after we release it.
- Something offensive
- Tap the ••• beside the review, guest or message and choose Report. It comes straight to us, never to the person you reported, and we act on it within 24 hours. Block, in the same menu, hides that person from you at once.
- Delete my account
- Profile → Delete Account. Download your scans first — deletion removes them and we cannot recover them.
4Running a lab?
Labs and shops are onboarded by us rather than self-serve. Get in touch at hello@chaseandkeep.com and we'll take it from there. If you already have an account, the lab dashboard is at chaseandkeep.com/dashboard.