Stuck on identity verification for my claim (update)

My claim has been on hold for 18 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. Nobody answers the phone. Do I need an appointment?

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

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