Stuck on identity verification for my claim - first time posting

My claim has been on hold for 14 weeks because the identity check will not accept my documents. Any experience at all would help. I tried the online option twice and the app crashed. Can another ID be used?

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

Thanks for writing this out. I went through something close to it 9 months ago, and it got easier once I kept a simple log of every call and form.