Re-trigger identity verification – name mismatch corrected (ß/SS) – KeelLight Pte Ltd

Partner Support must correct the Partner Center primary-contact record and restore or reinitiate the identity-verification step because Not Verified without Resolve/User Action Needed provides no documented self-service restart mechanism.

1. Try the current Account management experience once

Updating the Entra ID display name does not by itself update the separate primary-contact record stored in the Partner Center legal business profile. Partner Center lists primary-contact information separately for each enrollment/program.^1^

Using an account with Global Admin, Compliance Admin, or MAICPP Account Admin permissions:

1. Open Partner Center → Settings → Account settings → Account management.
2. Open the relevant program’s Overview card—not another enrollment’s Partner, Reseller, or Developer profile.
3. Check Primary contact info for that program.
4. If an edit control is available, change the surname to the exact spelling on the passport and verified credential: Claußen.
5. Submit the change, then open Legal info → Verification Summary.

Changes to primary-contact details trigger verification, and Microsoft requires the account name to match the government-issued identity document exactly.^2^^3^

Since the legacy Legal info → Update link already returns 404, do not keep retrying that link. If the current Account management experience also has no editable control or fails, proceed directly to support.

2. Submit a Partner Center account-verification request

Use the documented legal-profile support-request link:

Create a Partner Center support request

If that route redirects incorrectly, use:

1. Partner Center’s AI assistant.
2. Describe the issue first, then select Contact Support at the bottom—not the failing Account verification card.
3. Choose the Account settings/account verification workspace and problem type.
4. Select Review solutions → Create support request.^4^

If the AI-assistant route also fails, capture the failure and use the general Partner Center support resources page.^5^

Include:

• Program/enrollment affected and Partner ID
• Identity status: Not Verified
• Business verification status and displayed ETA
• Required primary-contact value: Lennart Claußen
• Current incorrect value: Lennart Claussen
• Confirmation that Entra ID and Partner Center User management already show the corrected name
• Verified credential issue date and request ID
• Screenshot of Verification Summary
• Screenshot or PSR recording of the 404
• A browser HAR trace covering the failed Update and support-request navigation

Microsoft specifically recommends attaching HAR/PSR evidence when an authorized administrator cannot update legal-profile information.^6^

Ask support explicitly to:

1. Correct the primary-contact name for the affected enrollment.
2. Repair the 404 profile-update workflow.
3. Reset/reopen identity verification so that Present your verified ID appears.
4. Preserve the business-verification review already in progress, if possible.

Do not publish the Partner ID, credential request ID, passport, FIN, or other identity documents in the public Q&A thread. Provide them only through the private support-request upload channel.

3. Present the existing credential when the action is restored

Once Verification Summary displays Present your verified ID:

1. Open Settings → Account settings → Legal info → Verification Summary.
2. Scan the displayed QR code with Microsoft Authenticator.
3. Select the existing verified credential.
4. Complete the presentation prompts.
5. Return to Verification Summary and check that identity verification changes to Verified or In progress.

Issuing or storing the credential alone does not complete verification; it must be presented back to Partner Center through that QR-code workflow.^3^

Appeal availability

An appeal is available only when Verification Summary displays Resolve or User Action Needed. Because neither action is currently present, the documented appeal procedure cannot be started until Partner Support restores the action.^7^

Business verification is an independent check. Its In Progress – Microsoft Action state requires no action unless Partner Center requests more information, so it does not itself provide a way to reopen the failed identity check.^2^

References

1. Partner Center account settings
2. Understand the verification process in Partner Center
3. Complete identity verification using verified credentials
4. Get help and contact support in Partner Center
5. Support from Microsoft
6. Verify or update your company profile information
7. Submit a verification appeal in Partner Center