Identity check for unemployment keeps failing (Louisville)

My claim has been on hold for 25 weeks because the identity check will not accept my documents. I do not usually post, so bear with me. The in-person office has long lines. Can another ID be used?

Write down the date and reference number each time you try. They asked for it when I finally got through.

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.