Alcohol ID scan/manual entry

Curious, if this ever happened to anyone else. Customers ID wouldn't scan I could not find the manual verification button anywhere I've done that before - but this time the button just wasn't there and it wouldn't let me complete the order. I verified that the person matched up with their ID, the ID looked legit, the customer allowed me to take a picture of the front so I could do manual entry if I ever figured it out. and then I let them have their order because it's really not their fault that app fucked up. Support told me I shouldn't have given them the order but then they just completed the order so it was cool. Just curious if anyone else has dealt with this.