Stuck on identity verification for my claim - any advice?

I was asked to verify my identity and the site keeps rejecting my photo ID. I worked as a social media manager before this. I tried the online option twice and the app crashed. Can another ID be used?

Thanks for writing this out. I went through something close to it last year, and it settled down once I kept a simple log of every call and form.

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