They gave me a similar line in a support chat. As requested I went to Account > Personal Info, and under Government ID there was a button that said "Continue Verification." I had clearly already done this as I've made many bookings in the past, but completed the photo verification anyway. It did not fix the issue. I sent several screenshots of the problem at their request, and then after some more back and forth I got this reply:
"Thank you so much for patiently waiting, I already submitted a report to our Technical Team about this issue, And they already confirmed that they received some reports like this. It means that you're not the only one who encounters this kind of issue. They will do their best to resolve this issue as soon as possible. I assure you that they are one of the best teams that we have when it comes to handling a Technical Issue. They are a hardworking team. We're hoping that they can resolve it as soon as possible.
For them to conduct investigations, we need to close this case for them to access the account. We are only allowed to access it one at the time. Thanks in advance for your understanding."
This is quite a bug they've got, here's hoping they get their act together soon.