Help please moved to UK KYC

Hi posting here because support doesn't actually answer my questions just sends the copy paste.
I moved to the UK and had to KYC there to get transferred but it is being extremely difficult. It's not accepting my passport ever and I tried so many times in the end sent it in with the help. It is now saying they recieved my documents but they need a liveness check.

My question is does the liveness check start right after sending in passport? I am not getting any option to do the liveness check even though they received my documents and unfortunately if I send passport through the phone it just won't accept it. Do you think it will be easier if I buy a webcam and do it in the stars software?