Identity check for unemployment keeps failing

My claim has been on hold for 13 weeks because the identity check will not accept my documents. It has been a long 13 weeks. 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.

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