ID verification problems, anyone solved this? - any advice?

My claim has been on hold for 14 weeks because the identity check will not accept my documents. I worked as a quality inspector before this. I tried the online option twice and the app crashed. Can another ID be used?

Keep everything in writing and save the confirmation numbers. It made the follow-up calls so much easier.

Try a different device and good lighting for the photo. My first three failed because of glare.