Artifact Signing individual validation: Face Check failed, then Verified ID "tokenError" (CosmosDB resource already exists) on every retry

Stop creating or deleting validation requests and open an Azure support case asking the Artifact Signing/Verified ID team to inspect and reconcile the duplicate backend record.

The documented Face Check recovery—delete the validation, remove its Verified ID, create a new request, and obtain a new Verified ID—has already been completed. Repeating it is unlikely to resolve the subsequent tokenError/“CosmosDB resource already exists” conflict, and Microsoft states that creating additional requests for the same in-progress entity does not help.^1^

Request a backend reset or reconciliation

1. In the Azure portal, go to Help + support → Create a support request.
2. Select:
   • Issue type: Technical
   • Subscription: The Pay-As-You-Go subscription containing the Artifact Signing account
   • Service: Artifact Signing, if available
   • Resource: The affected Artifact Signing account
   • Problem type: The closest identity-validation or Verified ID category
3. Use a title such as: Artifact Signing Individual validation: Verified ID tokenError — CosmosDB resource already exists
4. Include:
   • Current and previous identity-validation request IDs.
   • Exact UTC timestamps, Request ID, and Correlation ID from each failure.
   • Exact Authenticator message and the preceding Face Check result.
   • Artifact Signing account name and Azure region.
   • Current validation status in the portal.
   • Authenticator version, phone OS/version, and browser.
   • The sequence: initial Face Check failure → validation deleted → Verified ID removed → replacement validation created → repeated duplicate-resource errors.
   • This explicit request:

     Please inspect and reconcile or clear any stale Verified ID presentation/issuance state associated with the previous validation, and advise whether the current request can be recovered or must be reset service-side.

Azure documents the portal support-request process and notes that technical support requires an applicable support plan.^2^ Artifact Signing also identifies Azure Support or Microsoft Q&A with the Artifact Signing tag as its supported assistance routes.^1^

An earlier individual-validation report with the same tokenError and CosmosDB duplicate-resource message was investigated as a service issue and later marked fixed by a Microsoft moderator.^3^ Because your failures occurred afterward and survived a complete reset, request investigation rather than assuming the earlier fix covers this transaction.

If the portal does not permit a technical ticket under your support plan, continue through Microsoft Q&A and request moderator escalation to the Artifact Signing team. Similar validation failures have required backend investigation using the validation ID and Artifact Signing account details.^4^

Preserve the current state

Until support responds:

• Do not delete the current request or its Verified ID.
• Do not create another validation request.
• Do not reuse a consumed verification link.
• Save screenshots and export Authenticator logs before changing anything.
• Provide logs and account identifiers only through the private support case; do not post ID images, QR codes, verification links, subscription IDs, or validation IDs publicly.

Authenticator logs and the incident ID will help, but support will also need the Request ID, Correlation ID, timestamp, and validation identifier to locate the transaction.

Waiting period

No documented waiting or cooldown period is specified for this CosmosDB conflict. The FAQ says identity-validation requests cannot be expedited and that creating more requests while one is in progress does not help, but it does not identify a delay after which a duplicate backend record automatically clears.^1^

Wait for support to confirm that the current transaction has been reconciled or that a new request should be created. A generic “try again later” message is not evidence that a particular waiting interval will resolve this conflict.

Face Check on the next authorized attempt

When support confirms that retrying is safe:

• Use even, moderate lighting.
• Avoid direct sunlight, strong backlighting, and deep shadows.
• Clean and uncover the camera lens.
• Keep your face centered, fully visible, and facing the camera.
• Remove sunglasses or anything else obscuring your face.
• Follow the movement and positioning prompts precisely.^1^

Face Check compares the live selfie with the photo held by the presented Verified ID; a genuine match below the required confidence threshold returns a failed presentation.^5^ These measures apply to the original Face Check failure, but they will not clear the current duplicate-resource state.

References

1. Artifact Signing FAQ
2. Create an Azure support request
3. Artifact Signing individual validation: CosmosDB resource already ...
4. Artifact Signing ID validation fails repeatedly 9afac007-6e27-4e93-84b1-34ac87fcdc90 - Microsoft Q&A
5. Use Face Check with Microsoft Entra Verified ID