Don't believe it's user error in this case but thanks for checking anyway. Will jump into the phone queue 
Advice - check all fields entered and upload photo again. Contact them directly with any probs https://www.passports.govt.nz/contact-us/in-new-zealand/ …
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Tried online and failed again. Don't trust the system now. Will use hard copy form. Such a shame but don't want to waste anymore time on it.
End of conversation
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