Individual identity validation stuck at AU10TIX selfie/liveness step — no capture button, two fresh attempts fail the same way

Try the existing verification link on a different phone; if it again stops at a working camera preview with no automatic capture, the session likely requires support investigation and may require a backend reset or reissued session.

1. Test the existing request on another phone

Do not create a third identity-validation request. Microsoft states that creating more requests for the same entity while validation is in progress does not help.^1^

1. Force-close every instance of Microsoft Authenticator on the second phone.
2. Install or update to the latest Microsoft Authenticator version.
3. Open the verification link for one of the existing requests and sign in with the same email address used when that request was created.
4. Complete the AU10TIX flow over a stable connection without a VPN or proxy.
5. Record:
   • Approximate time and time zone
   • Phone model and Android/iOS version
   • Authenticator version
   • Browser and version
   • Whether the camera preview appeared
   • Whether capture or automatic advancement occurred

A different device is the remaining client-side test specifically recommended for Verified ID technical errors; the FAQ also requests Authenticator logs and an incident ID when escalating.^1^

If another phone works, continue with that request and abandon the duplicate. If it fails identically, stop retrying or creating requests. A matching report describes this no-button/no-advance state as potentially requiring the verification session to be reset or recreated rather than having a documented self-service recovery.^2^

2. Escalate through the supported Basic-plan route

Artifact Signing explicitly directs identity-validation assistance to either Azure Support or Microsoft Q&A with the artifact-signing tag.^1^ Because the Basic plan does not include assisted technical support, the portal may offer only billing, subscription, or quota cases; Microsoft Q&A is the included technical/community route.^3^

Keep this Q&A thread open and add a concise update:

Two independent Individual Public Trust requests stop at the AU10TIX passive-liveness screen. The live camera preview works, but capture never triggers and no capture button appears. Browser, camera-permission, privacy, blocker, and VPN checks were already completed. The existing request was also tested on a different phone and failed at the same stage. Please route this to Artifact Signing/Verified ID support to inspect the AU10TIX session and determine whether it must be reset or reissued.

Attach only a redacted screenshot showing the frozen UI. State that validation IDs, timestamps, and Authenticator incident/log details are available privately.

Do not post validation IDs, subscription or tenant identifiers, Authenticator logs, identity documents, QR codes, or unredacted screenshots publicly. Provide them only through an authenticated private support exchange if a Microsoft representative requests them. Posting on Q&A is a documented support channel, but private engineering follow-up or a backend reset is not guaranteed for every thread.

If immediate assisted technical support is required, upgrading to Developer or a higher Azure support plan enables technical-support access; Basic does not include it.^3^ After upgrading, open Azure portal → Help + support → Create a support request, classify it as an Azure technical issue, select Artifact Signing where available, and include:

• Artifact Signing account name and region
• Individual/Public Trust validation type
• Both validation IDs
• Failure timestamps and time zone
• Device, OS, browser, and Authenticator versions
• Authenticator incident ID and logs
• Redacted screenshot
• Explicit request to inspect or reissue/reset the AU10TIX/Verified ID session

The documented flow confirms that Individual Public Trust verification is completed through the Azure portal and trusted verifier, using the same primary email as the request.^4^

References

1. Artifact Signing FAQ
2. Azure Artifact Signing — Individual identity validation selfie capture ...
3. Compare support plans
4. Quickstart: Set up Artifact Signing