Identity check for unemployment keeps failing after 9 years as a production planner

My claim has been on hold for 4 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. 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.

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