Stuck on identity verification for my claim, nurse's aide here

My claim has been on hold for 8 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. I tried the online option twice and the app crashed. Do I need an appointment?

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

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