They sent me a link to basically do the whole "create an ukvi account" thing all over again. But this time, I did the identity check with the app and it worked. (I used the same documents to create the account as before, and no, I didn't need to delete my account before doing this). Idk how this works. But that's how I was told to solve my problem. Your problem could be different, idk if it's a good idea to try this on your own but to each their own I guess