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. It has been a long 10 weeks. 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 14 months ago, and it got easier once I kept a simple log of every call and form.

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