Stuck on identity verification for my claim (update)

My claim has been on hold for 3 weeks because the identity check will not accept my documents. It has been weighing on me all week. 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.