More passport help please- does the tracking page always ask for what they need next?

[MorePassportWoes]

I've had an email asking for an identity check and a full birth certificate for my 15 year old DD renewal. I completely understand why they need an identity check as she is unrecognisable from her previous passport.

Gov website information doesn't ask for a birth certificate for a renewal, and when I Iog into the tracking page it just says

Identity Details Received

And that they will be checking them before issuing a new passport.

Birth certificate is in storage with most of our house possessions 6 hours away, needless to say I'd rather avoid this journey if it isn't needed.

TLDR:
. Passport office emailed asking for birth certificate on child's renewal passport
. Tracking page doesn't ask for birth certificate
. Is this a system error or do I need to send certificate?

Thank you for any help.

Bump just in case anyone knows, I will need to book a hotel and at least a day off work.

I dont know why they'd need a birth certificate unless it's a different person doing the renewal than did the other passport application.

I did my 15 year olds renewal recently and all they needed was the old passport. I wonder if its an inexperienced staff member getting confused as to what documents you need

Has the countersignatory done their bit already?

Could you contact the advice line (although I've heard horror stories about inability to get through to them too)

I gather the tracking is not necessarily up to date. A friend of mine got the new passport delivered and the tracking was still saying "please send in your old passport". So I'd follow what is in the email.

I'd query whether they really do need the birth certificate as that's not usually required on a renewal. Did a different parent do the renewal?

Thank you all. To answer I applied for her first passports (and I'm married to her father, so no custody issues etc) and I applied for her renewal.

Countersigned by her teacher god parent, and tracking immediately changed to say they had the Countersigned details.

I can't even get onto hold on the advice line, it just says the line is busy call back another time.

Thanks for your replies, I don't know if to give it a couple more days and see if things progress or bite the bullet and drive and get it. Complicated by the fact we go in six weeks (the passport was applied for 12 weeks ago)

Unlucky
Ds's recent renewal took 3 weeks and didn't need a countersignature (went from age 10 to 15)

Well I've told work I might need Friday off, hope I get an update before then. The last email says

DD God mother provided details to help us confirm your identity. We’re checking these details.

We’ll update tracking and send you an email when your passport is on its way.

So no mention about sending in birth certificate which makes me think maybe it was a wrong click hence waiting till Friday.

Had email today asking for full birth certificate so assume they need it for reasons unknown. Plan to drive up early Fri and hope I can find the boxes without moving too much furniture. I must admit I will be bloody cross if this is a mistake.

I see absolutely no reason why they would need it for a renewal. They had it for the original application. How annoying for you