Identity check for unemployment keeps failing (Cleveland)

My claim has been on hold for 22 weeks because the identity check will not accept my documents. I am in Cleveland, in case local advice matters. I tried the online option twice and the app crashed. Can another ID be used?

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

Thanks for writing this out. I went through something close to it 11 months ago, and it got easier once I kept a simple log of every call and form.