Stuck on identity verification for my claim - any advice?

My claim has been on hold for 19 weeks because the identity check will not accept my documents. I would rather hear the honest version than the polite one. I tried the online option twice and the app crashed. What finally worked for you?

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

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