Identity check for unemployment keeps failing - any advice?

My claim has been on hold for 20 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. I tried the online option twice and the app crashed.

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

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