ID verification problems, anyone solved this? after 8 years as an administrative assistant

My claim has been on hold for 25 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. 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 7 months ago, and it got easier once I kept a simple log of every call and form.