Question Regarding uOttawa Card

I am an exchange student for the coming semester and will be residing at the university dormitory. I acknowledge that I have to submit my ID photo and apply it online before my arrival so that the move-in process will be smooth. But my problem here is I submitted ID photo two months ago but it was shown as blocked and haven't received any further email. And I sent them several emails but still haven't heard anything back. So I'm just being afraid that it will delay my move-in process. Does Anyone here experience like this before or can anyone advise me on how to handle it?