Selfie verification unsuccessful

I have used their services before and was impressed. But now i cant, and thats because they can't verify if its me accessing the app after they ask for my selfie - which is curious in itself because ive never sent them my facial photo for them to compare my selfie with, when i registered. Ive witnessed others, when they are asked to take a selfie after they've forgotten their pin (like myself) also not knowing why, they are successful. With me is always cant verify. Whats up with that?