Identity check for unemployment keeps failing after 15 years as a copywriter

My claim has been on hold for 9 weeks because the identity check will not accept my documents. It has been weighing on me all week. I tried the online option twice and the app crashed. What finally worked for you?

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

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