Stuck on identity verification for my claim

My claim has been on hold for 10 weeks because the identity check will not accept my documents. Thank you in advance. I tried the online option twice and the app crashed. What finally worked for you?

Thanks for writing this out. I went through something close to it 9 months ago, and it settled down once I kept a simple log of every call and form.

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