ID verification problems, anyone solved this? (Richmond)

My claim has been on hold for 17 weeks because the identity check will not accept my documents. I do not usually post, so bear with me. I tried the online option twice and the app crashed.

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.

Write down the date and reference number each time you try. They asked for it when I finally got through.