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