Stuck on identity verification for my claim - any advice?

My claim has been on hold for 15 weeks because the identity check will not accept my documents. Any experience at all would help. Nobody answers the phone. Do I need an appointment?

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

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