Need help understanding what this means...

My husband just received his "document checking" email (with everything uploaded as required) and this message came through which we don't understand. Can someone please help:

"Mandatory documents missing. The following mandatory supporting documents could not be found, please ensure that ahead of your appointment you scan and upload these documents to the correct category:
 
Applicant’s passport issued by United States to be reuploaded into the 'Proof of Application' category, please ensure the full biodata and observations pages are uploaded together in one image.  Please ensure that the photo image is all clear."

Which part is confusing you?

They are asking you to re-upload his US passport into the 'Proof of Application' section, with both the photo page and the page beside it (the observation page) scanned as just one image, and not as 2 separate images.

It's confusing because we did just that! 

It's confusing because we did just that! 

It sounds like maybe the scan you sent didn't quite meet the quality requirements, so they would like you to upload it again.

They do mention that the photo page needs to be all clear, so maybe in your previous scan something was covering part of the photo so it couldn't be seen clearly, or maybe the pages weren't scanned completely flat and part of the page is obscured.

Even if you think you did it properly the first time, don't think too much about it - just scan and reupload it again.

Also make sure it is in colour as the black and white scans just look dark.

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