Identity check for unemployment keeps failing - 3 months and counting

My claim has been on hold for 17 weeks because the identity check will not accept my documents. I do not usually post, so bear with me. I tried the online option twice and the app crashed. Can another ID be used?

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

Try a different device and good lighting for the photo. My first three failed because of glare.