Authenticator and Customer Service problems.

[Deleted]

Hey people,

So I decided to start a thread for a friend of mine since he got problems with his authenticator and Customer Service.
The problem is he can't connect with his battle.net account since his authenticator doesn't recognize his cell phone anymore which is strange since it have always worked so he tried using his other cell phone without any luck so he contacted customer support.
They told him he had to send a copy of his ID card so they could help him. So he scanned his ID card tried to send it but his computer/programm keeps saying that it doesn't recognize his 12 by 12 format and doesn't allow him to send.
I tried to help him aswell but I've got no clue since it never happened to me and not much that kind of expert or skilled with computers.
Do you guys have a idea what to do here?

Thanks for help

P.S I don't know if it's in the right forum so i'll see.