ESA SUPPORT MIGRATION claim form online times out before completing ID section?

I have been supporting vulnerable adult to make the migration online, ESA SUPPORT GROUP TO UC, following seeking lots of support to understand the process before starting.

however, having created a log in and answering the questions. I understood I could come back to it to double check amend and then do ID, because the ID section did not appear. I did not press submit.

However, it appeared after a while by which time, my vulnerable claimant had completely had a meltdown and refused to cooperate further.

so i tried to return to it, the following day, only to have lost the option to ID online at all? why?

The form online seems to have been taken over by a work coach before finished as I asked in the journal where the id page had gone to?

A reply merely stated, that it was always necessary to attend a jobcentre as part of registration of a claim.

But what about reasonable adjustments and no mention of complex needs, or automatic migration ESA support group seems to be irrelevant?

I know it's a complicated, and lengthy process, not simple.

And confused tbh.

Do I not have a right to restart the online claim and use id check, having found relevant documents that should suffice?

If not I will raise a complaint, if I have energy left

I have been unable to establish from any helpline whether the ID can be done online? and if so how

now stuck in a cognitive cycle of doing the initial task to completion. I cannot explain.

so the question remains open
how to do ID when jc state that it is not possible to do claim in writing or via the journal, and not possible to upload valid ID to the journal.

and it is not possible to close the claim, logic here is, reboot, close and start again.
thus the original ID verify option becomes accessible, since it was not accessible at all on the first attempt,

either the form allows you to return to within the time scales, being 28days to complete (correct or incorrect?)

or it times out due to user error?
if so what is the error, how many minutes are available to complete the form and then the ID?
how much time is then available to return to the ID should it appear and stay on screen?
is the clam not considered claimed, or is it not claimed and hence no claim date, if the ID is still not completed?

I have read the complex needs section, they are stating ID cannot be done via a journal?
is this correct?