Identity check for unemployment keeps failing after 13 years as an HR coordinator

My claim has been on hold for 17 weeks because the identity check will not accept my documents. 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.