Identity check for unemployment keeps failing - 23 weeks in

My claim has been on hold for 23 weeks because the identity check will not accept my documents. Thank you in advance. 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.