Identity check for unemployment keeps failing - any advice?

My claim has been on hold for 18 weeks because the identity check will not accept my documents. There are 18 people counting on me, so I am trying to be careful. Nobody answers the phone. What finally worked for you?

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 last year, and it got easier once I kept a simple log of every call and form.