Identity check for unemployment keeps failing - 8 weeks in

My claim has been on hold for 8 weeks because the identity check will not accept my documents. I am in St. Louis, in case local advice matters. I tried the online option twice and the app crashed. Do I need an appointment?

Thanks for writing this out. I went through something close to it 10 months ago, and it settled down once I kept a simple log of every call and form.