Stuck on identity verification for my claim after 17 years as a software tester

My claim has been on hold for 22 weeks because the identity check will not accept my documents. I tried the online option twice and the app crashed. Do I need an appointment?

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

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