struggle to accept replaced BRC when applying for e-visa

Good Day,

My husband is currently trying to apply for the E-visa.

He has IRL / Settled status ( as I am EU cititzen with full settled status ) .

Hi Residence Card is running out on decmber 31st.

When going through the process to scan the back of the BRC Card it says it doesnt match.

I can only think of that it is looking for the info being written on his first ( expired Card ) BRC.

We tried using the passport instead yet they say this isnt the info you have provided when opened the account.

We then called them and they said open a new account. we tried that and it will link automaicaly to the already excisting account.

How can we overcome the hurdle to prove identity to proceed with the application.

Thank you in advance.

Silvana