Azure Artifact Signing – Two identity validations failed after AU10TIX verification

Question

Azure Artifact Signing – Two identity validations failed after AU10TIX verification

KIKO PETRIJA 0

Hello Microsoft Support Team,

We have created a paid Azure Artifact Signing Basic account for our company in Croatia.

On October 26, 2026, we submitted two organization identity validation requests. Both requests show the status "Failed".

We also completed the personal identity verification process through AU10TIX, including identity document and facial verification.

Unfortunately, Azure does not display a clear reason for the failures.

Could you please help us with the following questions?

Why did both identity validations fail?

How can we contact the Artifact Signing identity validation team directly?

Can Microsoft review our existing verification attempts without requiring us to repeat the entire process?

Are there any specific requirements or restrictions affecting Croatian companies?

Is the Artifact Signing Basic subscription being charged while identity validation remains unsuccessful?

We would appreciate assistance in resolving this issue so we can digitally sign our Windows application.

For privacy reasons, we can provide our account information and validation IDs through a secure, private Microsoft support channel.

Thank you.

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1 answer

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Answer 1

Open an Azure Support request now and ask Microsoft to review both existing Identity Validation IDs from the backend before creating any further requests; a closely matching case was resolved after support supplied the IDs and account details to the Artifact Signing team for investigation.^1^

What the “Failed” status means

Completing AU10TIX verifies the individual, but it does not by itself complete the organization validation. For an organization request that did not fail because of a missed email link, Microsoft states that its validation team could not make a determination from the information supplied. The portal does not expose the specific internal reason.^2^

Possible documented branches are:

Missed or expired primary-contact email link: The link expires after seven days. This branch requires a new request.
Additional documents requested: Documents should officially establish the applicant’s association with the organization and be dated within the preceding 12 months.^3^
No missed email and no actionable explanation: Request backend review rather than repeating AU10TIX or submitting more validation requests. Microsoft states that duplicate requests for the same entity do not help and validation cannot be expedited.^2^

Request a private backend review

In the Azure portal, open Help + support and create a support request for the affected subscription.
Select the closest available Artifact Signing / identity validation service and problem type.
State that:
- Two organization validations show Failed.
- AU10TIX document and facial verification completed successfully.
- Azure displayed no detailed failure reason.
- You are requesting review of the existing attempts, not expedited processing or another submission.
Provide the following recommended diagnostic information through the private ticket:
- Subscription ID
- Artifact Signing account and resource group
- Both Identity Validation IDs
- Submission dates and approximate UTC times
- Organization’s legal name and Croatian registration jurisdiction
- Primary-contact email domain
- Screenshots of the failed status and AU10TIX completion
- Whether any verification or document-request email was received
Do not post subscription IDs, validation IDs, documents, or personal information publicly.

The current FAQ identifies Azure Support and Microsoft Q&A with the Artifact Signing tag as the official assistance routes.^2^ An accepted Microsoft Q&A answer also lists [Email] for the Azure Trusted Signing support team.^3^ That address is not listed in the current product FAQ, so use Azure Support as the preferred channel for securely sharing account records.

Backend review of existing attempts is possible, as demonstrated by the closely matching case, but it does not guarantee that Microsoft can approve or recover them without further verification.^1^

Croatia eligibility

Croatia is an EU member, and Public Trust organization certificates are available to organizations in the European Union. The documented geographic prerequisites therefore do not identify Croatia as excluded.^4^

This establishes geographic eligibility, not approval. Microsoft must still validate the organization information. If Croatia was available in the country/region selector, include that fact in the ticket; if it was absent, report that exact UI behavior to support.

Billing while validation is unsuccessful

Artifact Signing billing starts when the Artifact Signing account is created—not when identity validation succeeds or signing begins. Pricing is not prorated, and the invoice contains the full amount for the selected SKU regardless of when usage starts.^5^

Check the actual charges at:

Azure portal → Subscriptions → your subscription.
Select Cost Management to review accrued cost.
Select Billing to review invoices and billing details.

If support confirms that onboarding cannot proceed, Microsoft recommends deleting the Artifact Signing account to avoid billing for unused resources.^2^ Deletion is destructive: it removes certificate profiles and stops associated certificate renewal/signing, so export the support case details and confirm no other signing configuration depends on that account first.

References