Trouble validating my US biometric passport with Capital One


I live in the UK and I’ve been trying to close my dormant Capital One account which is in the US. At bank’s request, I’ve transmitted a copy of my biometric US passport via their link about 10 times. All attempts have been rejected. I’ve photographed passport with my phone & used 3 different scanners. The bank will only let me try two more times. I can’t afford to go to the US and close it in person. I only opened the account to deposit a check from an insurance payout after my sister’s death in NY. Any help would be greatly appreciated about what I might be doing wrong.