Stuck on identity verification for my claim after 10 years as a recruiter

I do not have a current driver's licence and they want one. This is my first time dealing with any of this. I tried the online option twice and the app crashed. Do I need an appointment?

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.

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