My verification is not working.

I used my document to verify my account but it says someone already used this document. Like how? And i tried to be sneaky, tried to use my girlfriends document and her face but it says it can't read the face what the hell does that even mean? She even cleared her make-up and washed her face but it kept saying it can't read her face... I only thought about one thing she has moles on her face like lots of them but any other face recognition systems are working perfectly. How do i fix this?