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

My claim has been on hold for 12 weeks because the identity check will not accept my documents. The in-person office has long lines. Do I need an appointment?

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

Thanks for writing this out. I went through something close to it last year, and it settled down once I kept a simple log of every call and form.