The whole thing stalled for me right after I got past the document upload — it just sat there saying "pending review" for days. Ended up hunting around for answers and came across https://idme.pissedconsumer.com/review.html where people were venting about similar delays. What helped was using their live video call option — took some patience, but once I connected with an agent, things finally moved forward. Not quick, but at least it eventually got resolved.