Frequently Asked Questions (FAQ)

Here are answers to some of the most commonly asked questions by our users. If your question is not listed, please contact us.

Account

How do I create a WeLook account?

1. Install the WeLook app
2. Tap the "Sign Up" button
3. Fill in your username, password, and other details
4. Complete registration

What should I do if I forget my password?

1. Tap "Forgot Password" on the login page
2. Enter the email address used for registration
3. Check your email for the password reset link
4. Follow the instructions in the email to reset your password

Orders

How do I publish an order?

1. Open the WeLook app
2. Tap "Publish Order"
3. Select the shooting location
4. Set photo requirements (number of photos, angles, etc.)
5. Confirm payment to complete the order

What do the different order statuses mean?

• 🔵 Blue - Waiting for Acceptance: Order published, waiting for a photographer
• 🟢 Green - Accepted: Photographer has accepted the order and is preparing
• 🟠 Orange - Pending Payment: Order is awaiting payment
• 🔴 Red - Canceled: Order has been canceled

What should I do if no one accepts my order for a long time?

You can choose to cancel the order and request a full refund. Path: Order Details → Report Problem → Cancel Order

Can I cancel an order after a photographer has accepted it?

You cannot directly cancel an order after a photographer has accepted it, but you can request a refund. For details, please refer to App Support - Request Refund.

What should I do if I'm not satisfied with the delivered photos?

You can request after-sales service after photo delivery. Path: Order Details → Report Problem → Request Refund

Payment and Refunds

What payment methods are supported?

WeLook supports following payment methods, including:

• Credit
• Debit Cards

How long does it take for refunds to process?

Refunds are generally returned to your payment account within 3-5 business days via the original payment method.

When can I request a refund?

You can request a refund in the following situations:

• Cancel order before photographer accepts (full refund)
• Photos don't meet the specified requirements
• Photographer fails to deliver photos on time
• Service not provided as agreed

For detailed refund policy, please check Refund Policy.

Technical Issues

Which operating systems does WeLook support?

WeLook currently supports:

• iOS 14.0 or later

What should I do if the app crashes?

If the app crashes frequently:

1. Restart the app: Close it completely and reopen
2. Check for updates: Make sure you're using the latest version
3. Reinstall: Uninstall and reinstall the app
4. Contact support: If the problem persists, please contact technical support

What should I do if the network is slow?

To improve loading speed:

1. Check your network: Make sure your connection is stable
2. Close other apps: Close apps that are using too much bandwidth
3. Switch networks: Try switching to a more stable WiFi or mobile network

What should I do if photo upload fails?

1. Check if your network connection is stable
2. Make sure the photo file size is within the allowed limit
3. Restart the app and try again
4. If the problem persists, please contact customer service

Contact Us

How do I contact technical support?

If the issue persists, please contact us:

📧 Email: [email protected] ⏰ Business Hours: Weekdays 10:00 - 18:00 (GMT+9)