Identity check for unemployment keeps failing (Tulsa)

My claim has been on hold for 12 weeks because the identity check will not accept my documents. I am in Tulsa, in case local advice matters. I tried the online option twice and the app crashed. Do I need an appointment?

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

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