Identity check for unemployment keeps failing after 16 years as a copywriter

My claim has been on hold for 10 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. Nobody answers the phone. 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.

Thanks for writing this out. I went through something close to it 11 months ago, and it settled down once I kept a simple log of every call and form.