Stuck on identity verification for my claim

I was asked to verify my identity and the site keeps rejecting my photo ID. It has been a long 2 weeks. I tried the online option twice and the app crashed. Can another ID be used?

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

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.