Artifact Signing individual validation: brand-new Montana license not recognized, passport also tried, AU10TIX support inaccessible

For Artifact Signing individual identity validation, the supported self-service actions are:

1. Verify the request uses the same email address for both:
   • the Primary Email entered in the identity validation request, and
   • the Microsoft account used to sign in to access the validation flow.
   If those emails do not match, the validation page can fail with a permissions error.
2. Confirm the request details match the source documents exactly:
   • first name and last name must match the government-issued ID
   • address must match the government-issued ID, utility bill, or bank statement
   • for individual onboarding, the Azure billing account legal name and sold-to address must match the government-issued ID used for validation
3. If the validation has already failed with document-recognition or identity-match issues, delete the existing identity validation request, remove the associated Verified ID from Microsoft Authenticator, then submit a new identity validation request and create a new Verified ID.
4. Before retrying, follow the documented technical checks:
   • close all open instances of Microsoft Authenticator and relaunch it
   • update Microsoft Authenticator to the latest version
   • clear browser cache or try a different browser
   • avoid weak Wi-Fi and do not use a VPN or proxy
   • if possible, try another phone
5. When retrying document capture, use the documented best practices:
   • use accepted government-issued ID types such as passport, driver’s license, or state ID
   • do not use flash
   • do not place the ID in direct sunlight
   • hold the device steady
   • do not crop or edit the image
   • keep margins visible on all sides
   • avoid noisy or colored backgrounds
   • use color images
   • accepted file types are .bmp, .jpg, .gif, .tif, .pdf
   • image uploads must be between 30 KB and 5 MB
6. If the verification email or link is part of the problem:
   • check Junk or Spam
   • confirm the mailbox can receive messages from external senders and emails containing links
   • confirm firewall, security, or mail filtering policies are not blocking the message
   • if the link expired after seven days, start a new identity validation request because the same request cannot receive a new link

For no-cost escalation, the documented support paths for identity validation are:

• post on Microsoft Q&A using the artifact-signing tag
• contact Azure Support

The documented guidance also states that creating more identity validation requests for the same entity while one is already in progress does not help, and requests cannot be expedited.

The available documentation does not provide a separate public support contact for the verification provider, does not confirm whether a specific Montana license design is supported, and does not describe a manual-review or alternate verification path beyond creating a new request and retrying the validation flow.

References:

• Artifact Signing FAQ
• Quickstart: Set up Artifact Signing