HMRC cannot confirm identity

I am attempting to help a friend with a disability set up their HMRC account. However, they do not have the documents needed to identify themselves as their passport has expired and they don't have a drivers license. I have called the helpline and been told to contact online services helpdesk. I just got a reply from the online services helpline which advised 'the issue us bit a technical problem, do not contact the Online Services Helpdesk. I don't know what to do?

Hi jlb3456,
I am sorry your friend is having difficulties setting up an online account.
It would need to be the online helpdesk that would assist Technical support with HMRC online services 
Thank you.