Artifact Signing Organization Identity Validation Blocked – AU10TIX Face Verification Failed

David Morante 0 Reputation points
2026-10-26T15:49:30.8566667+00:00

Hello Microsoft Artifact Signing Team,

I am the authorized representative of a legally registered US company.

Our existing Organization/Public identity validation is currently marked as "Action Required / In Progress."

I attempted identity verification through AU10TIX using two valid government-issued identity documents. Unfortunately, the automated facial verification could not be completed, possibly because my physical appearance has changed considerably since the document photographs were taken.

Our Azure subscription uses the Basic support plan, so I cannot open a technical support ticket.

Could a Microsoft moderator please advise whether assisted identity verification, an alternative verification method, or a reset of the current process is possible?

I would prefer to provide all company details, identity validation identifiers, and supporting documentation privately through an authorized Microsoft channel.

Thank you.

Azure Information Protection
Azure Information Protection

An Azure service that is used to control and help secure email, documents, and sensitive data that are shared outside the company.

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  1. AI answer

    2026-10-26T15:52:36.3933333+00:00

    Retry the Verified ID face check once using Microsoft’s documented technical sequence; if it still fails, delete and recreate the validation only when the Azure portal enables Delete, otherwise escalate through Microsoft Q&A with the Artifact Signing tag without posting identifiers publicly.

    Retry the current verification once

    Because the request still shows Action Required / In Progress, do not create multiple parallel requests; Microsoft states that additional requests for the same entity while one is in progress do not help and cannot be expedited.^1^

    Open the request at:

    Azure portal → Artifact Signing account → Objects → Identity validations → select the validation → verification link

    Before retrying:

    1. Fully close every Microsoft Authenticator instance.
    2. Update Microsoft Authenticator to the latest Android or iOS version.
    3. Clear the browser cache or use a different browser.
    4. Disable VPN or proxy access and use a stable connection.
    5. Ensure the face is evenly and adequately lit.
    6. If possible, complete the flow on another phone.

    These are Microsoft’s documented troubleshooting steps for technical failures during Authenticator and Verified ID validation.^1^

    A changed appearance may be relevant, but the failure alone does not establish that as the cause.

    Reset the request if the retry fails

    Check whether Delete is enabled for the validation:

    1. Go to Artifact Signing account → Objects → Identity validations.
    2. Select the affected validation.
    3. If Delete is enabled, review the displayed linked accounts and certificate profiles, then delete it.
    4. Remove the associated Verified ID from Microsoft Authenticator.
    5. Create a new Organization → Public identity validation and complete a fresh Verified ID flow.

    Deletion is irreversible and can affect certificate renewal or signing through linked certificate profiles. Microsoft’s documentation says identity validation can be deleted only when its current state permits deletion and that deleted requests cannot be recovered.^2^

    There is a state-specific discrepancy to handle through the portal:

    • Microsoft’s deletion documentation says an identity validation not in In Progress can be deleted.
    • A moderator-supported Artifact Signing case reports that Action Required could not be deleted in that observed workflow; the suggested transition depended on completing the Verified ID step first.^3^

    Therefore, use Delete only if the portal actually enables it. If it remains disabled or the request cannot leave Action Required/In Progress, do not repeatedly create more requests.

    Escalate safely with Basic support

    The Artifact Signing FAQ explicitly lists Microsoft Q&A with the Artifact Signing tag as a support option.^1^

    Edit or repost the question with:

    • Artifact Signing as the primary tag, not Azure Information Protection.
    • Validation type: Organization / Public.
    • Current status and exact displayed error text.
    • Approximate failure date and time, including time zone.
    • Confirmation that two valid government IDs were attempted.
    • Confirmation that the documented Authenticator/browser/network/device sequence was tried.
    • Whether Delete is enabled or disabled.

    Do not publish the subscription ID, tenant ID, full Identity Validation ID, Artifact Signing account/resource name, government-ID images, company documents, or personal contact information. Use redacted suffixes if identifiers are needed to distinguish attempts. Provide full identifiers and supporting documents only after an identified Microsoft moderator or support engineer supplies an authorized private channel.

    No official documentation in the available guidance describes a user-selectable assisted face-verification method or manual bypass. Related Q&A cases show that moderators can contact the Artifact Signing team for backend investigation, but they do not establish a guaranteed escalation process or outcome for every Basic-support customer.^4^

    If the portal does allow a technical ticket, it requires an eligible support plan and an appropriate subscription role such as Owner, Contributor, or Support Request Contributor.^5^

    References

    1. Artifact Signing FAQ
    2. Renew or delete Artifact Signing Identity Validations
    3. Cannot cancel Action Required identity validation containing incorrect legal entity name - Microsoft Q&A
    4. Azure Artifact Signing: Identity validation rejected without specific reason — ACE of ESS AB (Sweden) - Microsoft Q&A
    5. Create an Azure support request
    AI-generated content may be incorrect. Read our transparency notes for more information.

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