Face validation failed

Delete the failed identity-validation request and its associated Verified ID from Microsoft Authenticator, then create a new request and repeat Face Check under the documented camera conditions.^1^

Reset the failed validation

Deleting the request discards its current progress. As a precaution, record its Identity Validation ID first in case support investigation is later required.

1. In the Azure portal, open your Artifact Signing account.
2. Under Objects, select Identity validations.
3. Select the failed validation request and delete it.
4. On the phone used for verification, open Microsoft Authenticator.
5. Find and remove the Verified ID associated with that request.
6. Return to Identity validations, select New Identity, and create a replacement request. Identity validation is completed through the Azure portal, not Azure CLI.^2^
7. Scan the new QR code and create a new Verified ID rather than reusing the removed credential.

Retry Face Check

During the new Face Check:

• Use even, moderate lighting.
• Avoid direct sunlight, strong backlighting, and deep shadows.
• Clean the camera lens and ensure it is unobstructed.
• Center your face and keep it fully visible while facing the camera.
• Remove sunglasses or anything else obscuring your face.
• Follow the movement and positioning instructions displayed in Authenticator.

A Face Check fails when the facial-match confidence does not meet the required threshold; the user sees the failure, but the verifying application does not receive the failed score.^3^

If the new attempt reports a technical error

Before creating further requests:

• Close every running instance of Microsoft Authenticator, then reopen it.
• Update Microsoft Authenticator to the latest Android or iOS version.
• If the flow opened in a browser, clear its cache or use another browser.
• Disable VPN or proxy services and use a stable connection.
• If possible, perform the process on another supported phone.

Creating additional validation requests while one is still In Progress does not help, and validation requests cannot be expedited.^1^

Removal or escalation

The documented recovery path does not include skipping Face Check. To stop the current attempt, delete the failed identity-validation request and remove its Verified ID as described above. Deleting the entire Artifact Signing account is unnecessary for this Face Check recovery.

If a completely new request and Verified ID fail again under suitable conditions, open an Azure Support ticket or post to Microsoft Q&A with the artifact-signing tag. Include, as recommended diagnostic information:

• Identity Validation ID
• Artifact Signing account and subscription details
• Whether this is individual validation or the individual step of organization validation
• Exact status and error text
• Attempt time and time zone
• Authenticator version, mobile OS, and device model

Artifact Signing validation cases with no useful portal error may require the validation team to investigate and resolve the request from the service side.^4^

References

1. Artifact Signing FAQ
2. Quickstart: Set up Artifact Signing
3. Use Face Check with Microsoft Entra Verified ID
4. Artifact Signing Account Organization Identity validations failed - Microsoft Q&A