Stuck on identity verification for my claim

My claim has been on hold for 11 weeks because the identity check will not accept my documents. There are 16 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?

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