Stuck on identity verification for my claim (Austin)

My claim has been on hold for 20 weeks because the identity check will not accept my documents. I would rather hear the honest version than the polite one. Nobody answers the phone. Can another ID be used?

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

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