"Our system broke, you're screwed now, sorry" is never an acceptable answer. Do they really not have anyone who knows how to get stuff done?
1. Take the files and figure out what to do with them so they can be read. This isn't a hard problem.
2. Ask everyone affected to email you the photo or a new photo of the documents. We'll just take it on trust that you do so honestly because there's no way you would've seen this coming.
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