Stuck on identity verification for my claim, electrician's helper here

My claim has been on hold for 3 weeks because the identity check will not accept my documents. I am in Austin, in case local advice matters. I tried the online option twice and the app crashed. Do I need an appointment?

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

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