ID verification problems, anyone solved this? after 8 years as a machine operator

I was asked to verify my identity and the site keeps rejecting my photo ID. I do not usually post, so bear with me. 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 2 months ago, and it got easier once I kept a simple log of every call and form.