Stuck on identity verification for my claim - first time posting

My claim has been on hold for 5 weeks because the identity check will not accept my documents. I have read a lot of threads here and could not find my exact situation. Nobody answers the phone. Do I need an appointment?

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

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