Stuck on identity verification for my claim - 5 weeks in

My claim has been on hold for 5 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. Nobody answers the phone. Can another ID be used?

Thanks for writing this out. I went through something close to it last year, and it got easier once I kept a simple log of every call and form.

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