Help with Deceased Mother Selfie Scan

Hello! I've been using my deceased mom's Gcash account for the past two years. I had no issues until recently Gcash would suddenly crash whenever I try to open it. I checked Google, and it suggested reinstalling the app. Once I did, GCash asked me for an OTP (which I did) and a selfie scan which is registered to my deceased mother. I have access to the SIM phone number and the pin. Thank you!