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

My claim has been on hold for 7 weeks because the identity check will not accept my documents. There are 15 people counting on me, so I am trying to be careful. 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 last year, and it settled down once I kept a simple log of every call and form.