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

My claim has been on hold for 20 weeks because the identity check will not accept my documents. I have been trying to stay organised about it. The in-person office has long lines. Do I need an appointment?

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.