ID verification problems, anyone solved this? after 10 years as a welding apprentice

My claim has been on hold for 24 weeks because the identity check will not accept my documents. Thank you in advance. I tried the online option twice and the app crashed. Can another ID be used?

Thanks for writing this out. I went through something close to it 12 months ago, and it got easier once I kept a simple log of every call and form.