It's the classic "make your problems worse to fix my problems" that you see across tech. Since they don't care if you get locked out or leave their platform, it's designed to make them maximally profitable. It's the same thing you see when sites "offer" to let you do pre-registration work before an event or transaction, even though doing that work at registration is often trivial.

Want to get a RealID? You can spend 30 minutes scanning and uploading your supporting documents through the website, or you can hand your documents to the person at the desk and they'll evaluate it in 30 seconds. Over thousands of people, it's rational for the organization to optimize away that 30 second review (it also gives people a recovery option if they don't bring the right documents.) For the customer who is competent enough to bring the right documents, the latter approach is way more efficient. I regularly have to put myself in the "I'm old and hate technology, so lets do this the manual way at the desk" flow even though I'm totally capable of doing the electronic flow.