Artifact Signing organization identity validation failed although face check matched (Japan, My Number Card)

Open an Azure Support request for backend diagnosis of the failed organization validation before deleting or resubmitting it, because a successful face match covers only the individual check and does not establish that the overall Public Trust organization validation passed.

Request backend investigation

In the Azure portal:

1. Go to Help + support.
2. Select Create a support request.
3. Choose the issue category for Artifact Signing and identity validation.
4. Provide:
   • The Identity Validation ID, but only in the private support case.
   • Subscription ID, resource group, and Artifact Signing account name.
   • Validation type: Public Trust – Organization.
   • Account region: Japan East.
   • The verification and failure timestamps, including time zone.
   • Screenshots of the AU10TIX result and Azure status, with personal data redacted where possible.
   • A statement that the face check matched but the final status became Failed, with no reason displayed.
   • The exact document type and script used for the requester's name.

Microsoft directs Artifact Signing identity-validation issues to Azure Support or Microsoft Q&A using the Artifact Signing tag.^1^ Closely matching cases where validation failed without a visible reason required the validation ID and account details to be investigated by the support team; some were subsequently resolved after backend review.^2^

Do not post subscription or account identifiers publicly.

My Number Card versus passport

The public Artifact Signing documentation does not provide a country-by-country accepted-document list confirming whether a Japanese My Number Card is supported in this exact AU10TIX flow, nor does it document a passport as the required alternative. Therefore, changing to a passport should not be treated as the confirmed fix until Azure Support verifies which Japanese documents the current verification provider accepts.

Japan is supported for Public Trust organization onboarding, and Japan East is a supported Artifact Signing region, so neither stated location is inherently unsupported.^3^

The matched face check does not rule out failure elsewhere. Organization validation also evaluates the legal entity, business information, requester details, email addresses, and potentially additional documents. The final state becomes Completed only after the entire process succeeds.^3^

If support instructs you to retry

A failed request can be deleted because it is no longer In Progress.^4^ Then create the replacement through:

Artifact Signing account → Objects → Identity validations → Organization → New Identity → Public

For the replacement:

• Name: Enter the first and last names exactly as displayed on the government-issued ID used for that attempt. The documented requirement is an exact match.^3^
  • If retrying with the kanji-only My Number Card, use the corresponding kanji—not a self-created romanization.
  • If support confirms that a passport should be used, enter the name exactly as printed on that passport, including its Latin-letter spelling and first/last-name allocation.
• Primary email: Use a monitored address on a domain owned by the legal entity. It must receive messages and links from external senders.
• Secondary email: Use a different address on the same organizational domain.
• Use the primary email supplied in the request when the verification flow asks for the email address.^3^
• Keep the legal organization name, address, website, and business identifier consistent with current public business records.

Using the same primary email is appropriate if it remains the correct organization-owned mailbox. If changing to a different primary email while an identity validation already exists for the entity, contact support rather than creating competing requests; Microsoft specifically requires support involvement for that case.^1^

Do not create repeated requests while support is investigating. Microsoft notes that additional requests for the same entity do not expedite validation.^1^

References

1. Artifact Signing FAQ
2. Artifact Signing ID validation fails repeatedly 9afac007-6e27-4e93-84b1-34ac87fcdc90 - Microsoft Q&A
3. Quickstart: Set up Artifact Signing
4. Renew or delete Artifact Signing Identity Validations