Azure Artifact Signing Public Trust verification failed after an Authenticator token error

Open an Azure support request from the existing Artifact Signing account and provide the Identity Validation ID and Microsoft Authenticator incident ID in that private case; a failed request with no portal explanation and an Authenticator token error is appropriate for backend investigation rather than requiring a publicly requested reset.

Open the private support case

1. In the Azure portal, open the affected Artifact Signing account.
2. Select Support + Troubleshooting under Help.
3. If the suggested resolutions do not apply, select Create a support request. Creating the request requires Owner, Contributor, Support Request Contributor, or equivalent Microsoft.Support/* access at subscription scope.^1^
4. Include:
   • Identity Validation ID.
   • Artifact Signing account and subscription details.
   • Approximate UTC timestamp of the Authenticator token error.
   • Screenshot and exact error text, with unnecessary personal data removed.
   • Confirmation that the request subsequently entered Failed with no details.
   • Authenticator incident ID, collected as described below.
5. Do not post the validation ID, subscription ID, screenshots containing identity documents, or other account identifiers in Microsoft Q&A. Put them only in the support case.

A closely matching Artifact Signing case—repeated Failed status without a reason—was investigated using the Identity Validation ID and account details, after which Microsoft’s internal team completed the validation successfully.^2^

Capture the Authenticator incident ID

Because the failure coincided with a Microsoft Authenticator token error:

1. Open Microsoft Authenticator.
2. Select Send feedback from the top menu.
3. Select Having trouble?
4. Submit the feedback and logs.
5. Record the resulting incident ID and add it to the Azure support request.^3^

Artifact Signing’s troubleshooting guidance specifically recommends supplying Authenticator logs and the incident ID when contacting support about Verified ID technical errors.^4^

Can a new request be created on the existing account?

Artifact Signing supports creating identity-validation requests from the existing account through:

Artifact Signing account → Objects → Identity validations → Organization → New Identity → Public.

The operator must have the Artifact Signing Identity Verifier role. A successfully submitted request initially enters In Progress.^5^

However, for this particular failure, wait for support to inspect the failed request before deleting it or submitting another one:

• Microsoft states that creating additional requests for the same entity while one is In Progress does not help.
• If another request for the organization requires a different primary email address, support must continue the onboarding.
• A new request is explicitly documented for missed or expired email-verification links, but that is not the failure described here.^4^

If support confirms that the failed request should be replaced, delete that validation, remove its associated Verified ID from Authenticator, and create a new Public organization validation. This delete-and-recreate procedure is explicitly documented for Face Check and identity-data mismatch failures; support should confirm whether it applies to this token-error state before the failed record is removed.^4^

After creating the case, additional diagnostics can be uploaded from All support requests → select the request → Upload file. Azure permits up to five files after case creation and advises excluding personal information.^6^

References

1. Create an Azure support request
2. Artifact Signing ID validation fails repeatedly 9afac007-6e27-4e93-84b1-34ac87fcdc90 - Microsoft Q&A
3. Send Microsoft Authenticator logs and get an incident ID
4. Artifact Signing FAQ
5. Quickstart: Set up Artifact Signing
6. Manage an Azure support request