Identity check for unemployment keeps failing - 3 weeks in

I was asked to verify my identity and the site keeps rejecting my photo ID. I would rather hear the honest version than the polite one. I tried the online option twice and the app crashed. Do I need an appointment?

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

Keep everything in writing and save the confirmation numbers. It saved me later.