Hi Thank you for your reply.
I use a different broker, and I have nver had a similar problem. For this brokerage, they have a method that you can apply online, but when my spouse tried it, it did not recognize her identity and we had to call in and then fill out a paper form.
Similarly, my spouse recently tried to set up a social security account online. It did not allow them to do that and then SSA sent soething in the mail. Unfortunately my spouse was extremely busy and missed the deadline for that. now they tried again and SSA doesn;t allow to set up a profile (includinghaving a letter mailed again). It said they'll have to go to the Post Office to show an ID.
So it seems that, for my spouse, there may be a problem with these online systems that are able to verify one's identity. Although I'm not sure, that's why I'm asking.