Azure Artifact Signing — Individual identity validation selfie capture hangs on iPhone Safari, cannot retry

Question

Azure Artifact Signing — Individual identity validation selfie capture hangs on iPhone Safari, cannot retry

Christian Oleson 0

I'm trying to complete Individual identity validation (Public trust) for an Azure Artifact Signing account (formerly Trusted Signing) to sign Windows installers/executables. The validation is being done via the Microsoft verification partner (au10tix) flow.

Devices/browsers tried: Windows 11 desktop (Chrome), and iPhone with Safari. On iPhone Safari specifically, the selfie capture step does not auto-capture — it hangs on the selfie page indefinitely. When it hangs, there is no retry option available, and the session appears to lock me out of continuing.

This has failed multiple times across a fresh request and across the two devices/browsers listed above. Has anyone else run into the selfie step hanging on Safari, or found a way to reset/retry the verification session? Any guidance on how to complete this validation would be appreciated.

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Answer 1

Allan Solomon Mejia 10,640

Hi Christian,

This appears to be an issue with the identity verification session rather than Azure Artifact Signing itself. The selfie capture is handled by Microsoft's identity verification partner (AU10TIX), and if the capture flow hangs, the session can become unusable until it's reset.

A few things worth trying before opening a support case:

Ensure Safari has Camera permission enabled (Settings > Apps > Safari > Camera or Settings > Privacy & Security > Camera).

Disable Content Blockers, Private Browsing, and VPNs, then retry.

Try another supported mobile browser (if available) or scan the verification QR code from a different mobile device.

If the verification session is already stuck with no retry option, it typically requires Microsoft or the verification provider to reset or restart the validation session.

If none of these work, I'd recommend opening a Microsoft Support request and providing the validation ID, approximate timestamp, browser/device details, and screenshots. They can determine whether the AU10TIX verification session is recoverable or needs to be recreated.

Please "Accept the Answer" if this information helped you. This will help us and others in the community as well.

Christian Oleson 0 Reputation points

2026-07-24T17:44:05.3366667+00:00

Where would I open a Microsoft Support request? I do not have a paid support level with Azure, so I do not see where to do so without upgrading and getting charged. Likewise, I can confirm that their website now times out consistently for me well before I get stuck, which indicates issues with the vendor.
Christian Oleson 0 Reputation points

2026-07-24T18:06:04.5+00:00

Microsoft Support then sent me back to Azure telling me I need to pay for a support plan to get further. I already paid for the non-functioning service, why would I pay to be supported for the service? This all is somewhat frustrating
Allan Solomon Mejia 10,640 Reputation points

2026-07-24T18:43:49.2+00:00

Hello Christian,

I understand the frustration, especially when the issue appears to be on Microsoft's side rather than something you're configuring.

If the problem occurs before the verification workflow can complete and the AU10TIX session consistently times out, this may need to be handled by the team that owns the verification service rather than Azure technical support.

Since you don't have an Azure support plan, I'd recommend opening a support request through the Microsoft account or Microsoft 365 support channels (rather than Azure technical support) and explicitly mention that the issue is with the AU10TIX identity verification service timing out before completion. Include the validation ID (if available), timestamps, browser information, and screenshots.

If multiple users are experiencing the same behavior, it's more likely to be a service-side issue that Microsoft will need to investigate. Please let us know whether this is affecting only your account or multiple users, and whether the timeout occurs on different browsers or devices. That information can help determine whether this is an account-specific issue or a broader service incident.

Please "Accept the Answer" if this information helped you. This will help us and others in the community as well.
Christian Oleson 0 Reputation points

2026-07-24T21:21:22.9766667+00:00

Thanks Allan. To answer your question: I can only speak to my own account, but the timeout/hang happens consistently across different devices and browsers on my end — Windows 11 with Chrome and an iPhone with Safari both fail at the same verification step, and it also fails on a completely different device I tried. So it does not appear to be browser- or device-specific on my side. Could you be more specific about where exactly to submit this? I tried the Microsoft consumer support chat and the agent told me there is no live transfer option and that Azure technical support has to handle it, which sends me back to the paid-plan requirement. If there is a particular Microsoft account / Microsoft 365 support form or intake path that can reach the identity verification (AU10TIX) team, a direct link or the exact category to pick would be a big help.
Allan Solomon Mejia 10,640 Reputation points

2026-07-24T21:34:02.6766667+00:00

Hello Christian,

Thanks for confirming. Since the issue reproduces across multiple browsers and devices, it does appear to rule out a client-side problem.

Unfortunately, there isn't a public support channel that routes directly to the AU10TIX/Verified ID team. If you don't have access to Azure technical support, I'd recommend waiting for a Microsoft moderator to engage on this thread. They can often request your validation details via private message and help coordinate with the appropriate internal team.

In the meantime, please keep your validation ID, timestamps, and screenshots handy, as they'll likely be requested during the investigation.