Student finance

Hi, I received an email last week where the finance student requires filling in the attached Zero income form. (Partner support for the academic year 2023/24) I filled out the form and uploaded it to my student finance account on Sunday. On Wednesday, I wrote on live chat with the student finance whether they had received my proof because I still did not receive a confirmation email that they had received my digital proof. The lady from student finance I was writing to told me that she couldn't see anything there and that there was nothing there and that if I recorded it on Sunday, the evidence would already be visible. So I uploaded it again yesterday and I still haven't received an email from student finance that they received my digital proof. How is it possible? why can't they see the proof i uploaded? Thanks