ID verification problems, anyone solved this? - what worked for you?

My claim has been on hold for 16 weeks because the identity check will not accept my documents. There are 4 people counting on me, so I am trying to be careful. I tried the online option twice and the app crashed. Can another ID be used?

Thanks for writing this out. I went through something close to it 6 months ago, and it got easier once I kept a simple log of every call and form.