DIGIME process FLAWED

I'm trying to update security in my profile but it clearly does not work.

The frame is too small and the front side of the smart ID is not photographed. I tried various ways of placing the ID but to no avail.

WHO DOES USER TESTING? How can such a large bank roll out a pathetic process that does not work.

To add insult to injury, I went back in to retry but it said VERIFICATION IN PROGRESS .... but no photo was taken. It's frustrating.