Photo rejected twice - what am I doing wrong?

Placed my novelty ID order 6 days ago and the status is still showing "processing" - is this normal?

I paid with Bitcoin and the transaction confirmed on the blockchain hours after I submitted. But the order status hasn't changed.

Getting a bit anxious since I haven't received any updates. Should I contact customer service or just wait? What's the typical timeline before status updates?

Anyone else experienced this?