Stuck on identity verification for my claim - 7 weeks in

My claim has been on hold for 7 weeks because the identity check will not accept my documents. There are 3 people counting on me, so I am trying to be careful. Nobody answers the phone. Can another ID be used?

Try a different device and good lighting for the photo. My first three failed because of glare.

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