Trusted Signing identity validation fails repeatedly with "documents too old" but the flow never offered any document upload step

Our organization's Public Trust identity validation keeps failing, and we appear to be stuck in a loop with no way to fix it from our side. Hoping the Trusted Signing team can help.

Background

• Organization: a Singapore private limited company, registered with ACRA (Singapore's company registry) in March 2024, active status.
• We created an Artifact Signing (Trusted Signing) account and submitted a Public Trust identity validation in late July 2026. During that July request we uploaded an ACRA Business Profile (official registry extract) issued on 05 May 2026 as a supporting document.

The problem

That validation failed in mid-August with this message from Vetting Operations Support:

"Upon review, we identified that the documents you've shared are too old to be considered for account verification. All submitted documents must have an expiration date that is at least two months in the future."

We deleted the failed request and submitted a brand-new identity validation (completing Verified ID face verification again). It failed again with the exact same template message. The key issues:

1. The new submission flow never offered any document upload step, so we could not have submitted an outdated document this time. We believe the vetting team is re-reviewing the ACRA profile from the deleted July request.
2. There is no channel to provide a fresh document. The status went straight to "Validation Fail" (never "Action Required"), the notification email is from a no-reply address, and the validation request cannot be edited after submission.
3. The director's passport used for Verified ID is valid until 2036, so the "expiration date" remark cannot refer to the identity document.
4. ACRA Business Profiles are point-in-time registry extracts and carry no expiration date. We are happy to purchase and provide one issued the same day — we just need a channel to submit it.

Questions

1. Can the vetting team confirm exactly which document was judged "too old" (file name and its issue/expiration date)?
2. Can stale documents from the deleted July request be purged so they are not reused against new submissions?
3. What is the correct channel to submit a freshly issued registry document when the portal offers no upload step?

We can share the identity validation ID, subscription ID, and a freshly issued ACRA Business Profile through a private channel. Thank you!