When sending documents, here are a few hints you need to follow.
Each document must be sent as a separate image
Photo captured images are preferred, but if you'd rather scan your documents, send them as a .jpeg

Please ensure :
The picture must be in focus and all the text must be easy to read
The full passport photo page or ID must be in view, don't obscure or cover with your hand or fingers
The lighting must be good, don't use flash as this may cause glare.