ID verification problems, anyone solved this?

My claim has been on hold for 21 weeks because the identity check will not accept my documents. Any experience at all would help. I tried the online option twice and the app crashed. Do I need an appointment?

What worked for me was going to the local workforce centre, where staff helped with the verification. It took about an hour.

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