Identity check for unemployment keeps failing after 18 years as a sales associate

My claim has been on hold for 14 weeks because the identity check will not accept my documents. I tried the online option twice and the app crashed. Do I need an appointment?

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.

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