Identity check for unemployment keeps failing - any advice?

My claim has been on hold for 7 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. 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.

Try a different device and good lighting for the photo. My first three failed because of glare.