Stuck on identity verification for my claim, production planner here

My claim has been on hold for 6 weeks because the identity check will not accept my documents. I tried the online option twice and the app crashed. Can another ID be used?

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

Write down the date and reference number each time you try. They asked for it when I finally got through.