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

I was asked to verify my identity and the site keeps rejecting my photo ID. Any experience at all would help. 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.

Keep everything in writing and save the confirmation numbers. It saved me later.