Identity check for unemployment keeps failing, HR coordinator here

My claim has been on hold for 19 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. The in-person office has long lines. 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.

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