Stuck on identity verification for my claim

My claim has been on hold for 2 weeks because the identity check will not accept my documents. I have been trying to stay organised about it. I tried the online option twice and the app crashed. What finally worked for you?

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

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