Stuck on identity verification for my claim - first time posting

I was asked to verify my identity and the site keeps rejecting my photo ID. 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.

Thanks for writing this out. I went through something close to it last year, and it settled down once I kept a simple log of every call and form.