I have a degree and don't actually have a graduation photo. We had to go line up to get the photo taken and I was pregnant at the time and just really didn't want a photo taken. Plus my feet were killing after the graduation ceremony. It may be possible she just doesn't have a photograph? I went to uni in scotland so not sure if the process is different for english unis?
I still have the certificate of course. So even if she doesn't have the photo she should have that. I'm surprised she hasn't posted it to shut us all up tbh