Identity check for unemployment keeps failing (Phoenix)

My claim has been on hold for 9 weeks because the identity check will not accept my documents. There are 8 people counting on me, so I am trying to be careful. I tried the online option twice and the app crashed. Do I need an appointment?

Keep everything in writing and save the confirmation numbers. It made the follow-up calls so much easier.

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