Stuck on identity verification for my claim - what worked for you?

My claim has been on hold for 8 weeks because the identity check will not accept my documents. I would rather hear the honest version than the polite one. 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.

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