Stuck on identity verification for my claim after 12 years as a store manager

My claim has been on hold for 3 weeks because the identity check will not accept my documents. It has been weighing on me all week. Nobody answers the phone. Can another ID be used?

What worked for me was going to the local workforce centre, where staff helped with the verification. It took about an hour.

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