ID verification problems, anyone solved this?

I do not have a current driver's licence and they want one. I have read a lot of threads here and could not find my exact situation. I tried the online option twice and the app crashed. Do I need an appointment?

Write down the date and reference number each time you try. They asked for it when I finally got through.

Thanks for writing this out. I went through something close to it last year, and it settled down once I kept a simple log of every call and form.