After filling in the application form we were asked to download a copy of our passports. We were not prepared for this and lost the website. After contacting customer support we immediately got a reply telling us that we still had to send the passport copies, which this time we did via their e-mail, and our visas were sent within one day. Maybe it would be helpful if there was a warning in the beginning that copies of passports have to be downloaded together with the application so that one could prepare (especially older and not so computer-savvy people). Otherwise the service was very fast and reliable, and customer service responded promptly.