Stuck on identity verification for my claim after 4 years as an accountant

My claim has been on hold for 16 weeks because the identity check will not accept my documents. It has been a long 16 weeks. Nobody answers the phone. What finally worked for you?

Keep everything in writing and save the confirmation numbers. It made the follow-up calls so much easier.

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