Azure Artifact Signing identity validation blocked at Verified ID creation (Au10tix lockout) - how to proceed?

We are completing Public (Organization) identity validation for Azure Artifact Signing and were originally blocked at the personal Verified ID step.

After several verification attempts on Aug 11 (Pacific time) failed at the face-match step ("photos don't match", then "face does not match Verified ID") using three different government IDs (EAD card, passport, visa), the Au10tix flow showed "Sorry, you do not meet requirements to create a Verified ID at this time" - including on a freshly created validation request.

Details (identifiers redacted - I can share them privately on request):

• Identity Validation ID: xxx (status at the time: Action Required)
• Tenant ID: xxx
• Subscription ID: xxx
• Requester: the organization's named representative
• Error progression: "photos don't match" -> "technical problem with the request" -> "face does not match Verified ID" -> "you do not meet requirements to create a Verified ID at this time"

UPDATE 2026-09-15

The Verified ID / face check finally passed on 2026-08-13 ("Verification Successful"), so the original lockout in this question is resolved. The validation request then returned to In Progress and has stayed there ever since - now more than 20 business days, past the documented 1 to 20 business day window.

Since 2026-08-12 there has been no email of any kind from azure-noreply, and the request has never returned to Action Required. I accepted the updated artifact signing terms of use on 2026-09-10 when the portal banner appeared; nothing changed.

I also opened a Severity B support case on a Standard support plan on 2026-09-11. It has had no reply from a support engineer, and the New message button on that case is greyed out, so I cannot add anything to my own case.

Could a moderator please review this validation internally and raise it with the Engineering team, and confirm whether the request is genuinely queued or stuck? If further documents are needed, please move it to Action Required so the upload control appears - they are ready. I would rather not delete and recreate, as this is already the third request for this entity and I understand there is a three-attempt limit. I can provide all identifiers privately.