Stuck on identity verification for my claim - 3 months and counting

My claim has been on hold for 21 weeks because the identity check will not accept my documents. I tried the online option twice and the app crashed. Do I need an appointment?

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

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