Guten Morgen!

I have been trying to do my online-identification for days now, I am brazilian and currently have an Aufenthaltstitel, already did the verification on the NECT app, but it will not go through when I select to update the order. I also tried to do with my passport but it will not accept the number of it in the application, I currently have an order open of which I tried with my Aufenthaltstitel and I really need to make a new number, Telekom has been the best option thus far. My German is really bad and I havent been able to do a live verification with a worker. Can someone please help me? Thank you.