Direct Express ID Verification

My mom (71) receives Social Security Survivor's Benefits and I currently take care of her due to her disabilities. She's had a Direct Express card for a long time but on Friday morning she asked me to log in on the website. The password didn't work which was weird so I asked for permission to change the online password. She said OK on my advice because I thought it would be similar to how my bank works. Except it wasn't. It locked her account and asked her to call in. So we did that except my mom was still sleepy and couldn't remember the answer to one of the security questions. She answered all the other questions correctly. They still instantly put an alert on the account and asked for ID verification. She doesn't have a photo ID due to circular bureaucracy I'm not going to go into because it's off topic but they mentioned they do allow birth certificate and Social Security card photos to count. Except I've now sent in the correct information twice and they still won't accept it and haven't said what's wrong. I'm freaking out because pay day is soon and we need the money to pay rent and bills. I'm thinking to call legal aid tomorrow when they open to see if they can help but is there anything else I should do first?