ID verification problems, anyone solved this? after 14 years as a marketing coordinator

My claim has been on hold for 2 weeks because the identity check will not accept my documents. 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?

Thanks for writing this out. I went through something close to it 10 months ago, and it settled down once I kept a simple log of every call and form.