Identity check for unemployment keeps failing - 10 months and counting

My claim has been on hold for 20 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. I tried the online option twice and the app crashed. What finally worked for you?

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.