Stuck on identity verification for my claim - 8 months and counting

My claim has been on hold for 22 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. The in-person office has long lines. Do I need an appointment?

Thanks for writing this out. I went through something close to it 8 months ago, and it got easier once I kept a simple log of every call and form.