Identity check for unemployment keeps failing - 12 months and counting

My claim has been on hold for 13 weeks because the identity check will not accept my documents. I am in Birmingham, in case local advice matters. I tried the online option twice and the app crashed.

What worked for me was going to the local workforce centre, where staff helped with the verification. It took about an hour.

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