Hi! I see you're having trouble with identification failing when trying to use both your driver's license and passport on the M&S app. Let’s see if we can get this sorted out.

To start, could you tell me a bit more about what happens when you try to scan or enter your ID details? For example:
- Do you get an error message? If so, what does it say exactly?
- Are you scanning the documents or manually entering information?
- Are the driver's license and passport current and valid (not expired)?
- Is your app updated to the latest version?

Sometimes, failures can happen due to unclear photos (blurry, too dark), expired IDs, or incorrect data entry. Another factor could be network connection interruptions during verification.

In the meantime, here’s a step-by-step approach you can try:

1. Ensure Good Lighting and Clear Images
When scanning or taking pictures of your ID, make sure the images are well-lit, focused, and without glare or shadows. Both the front and back of the license should be clearly visible.

2. Check ID Validity
Confirm your driver's license and passport are up to date. Expired IDs often cause verification to fail.

3. Update M&S App
Please make sure your M&S app is updated to the latest version from the Windows app store or source you use.

4. Stable Internet Connection
Use a steady internet connection as interruptions during data transmission can cause verification errors.

5. Retry Identification Process
Try submitting your ID details again after following these steps.

If the problem persists after this, sometimes apps require additional verification via video calls or uploading alternative documents. The M&S app might redirect you to such a process.

Let me know if you tried these tips or if you see any error messages during the process. I’m here to help you get past this!

All of those conditions are fulfilled, we'll try ringing and getting someone to look into it.

Thanks for letting me know you’ll try calling them. Here’s the main customer service number for M&S where you can speak directly with a representative who should be able to help investigate the ID verification issue further:

M&S Customer Service Phone: 0333 014 8000
Hours: Monday to Sunday, 8 am to 8 pm

You can call this number and explain the problem about identification failing with both your driver’s license and passport during the verification process. They should be able to provide more specific help or escalate the issue if needed.

If you need more contact options or help topics, the M&S help page is here:
https://www.marksandspencer.com/help-and-support/contact/wheres-my-order 1

Let me know if you want me to guide you through anything else! Are you satisfied with this information?