Trying to set up new service, but keep getting notice that ID verification is required. But there is no way to initiate ID verification

Downloaded the app yesterday. I was able to complete most of the set up process with no mention of ID verification anywhere. I finally am going through the eSIM process (for iPhone) and initially it gave me instant “Payment Failed” notices. Now today, it spins for a few seconds and says “ID Verification Needed” in red letters, but there is literally no option to perform an ID verification in the app or on the website. I also have not received any emails on the topic or with links or instructions. How are you supposed to conduct the required ID verification?