Identity check for unemployment keeps failing after 18 years as a web developer

My claim has been on hold for 22 weeks because the identity check will not accept my documents. I do not usually post, so bear with me. I tried the online option twice and the app crashed.

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

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