ObviousIdea company identity is blocked across Microsoft services: OTP never arrives when changing Gmail to @obviousidea.com

Fabrice 0 Reputation points
2026-08-25T20:13:45.43+00:00

I am documenting a company identity-verification problem affecting ObviousIdea across several connected Microsoft services.

This is not simply a question about checking a junk-mail folder.

The circular problem

ObviousIdea already has an existing Microsoft identity and uses Partner Center, Microsoft Entra, Microsoft Store, Azure, and Artifact Signing (formerly Trusted Signing).

Microsoft staff and Microsoft documentation repeatedly tell me that the identity of the company should use an email address on the organization-owned domain.

That is exactly what I am trying to do: replace the Gmail address currently used by part of the Microsoft identity workflow with an @obviousidea.com address.

However, Microsoft requires an OTP to make or confirm that change, and the OTP never arrives.

I am therefore being instructed to change the email address in order to verify the company, while the Microsoft verification mechanism prevents me from making that change.

The different services appear connected, but they do not expose which service owns the authoritative company email address or where the OTP is actually sent:

  • Microsoft Entra
  • Partner Center account and legal-business verification
  • Microsoft Vetting Services
  • Microsoft Store developer verification
  • Azure Artifact Signing / Trusted Signing identity validation

Changing or verifying an address in one place does not appear to update the other workflows consistently.

Email delivery has already been checked

The ObviousIdea mailbox:

  • exists and is actively monitored;
  • is hosted on the organization-owned obviousidea.com domain;
  • accepts ordinary messages from external senders;
  • receives other Microsoft messages;
  • has had junk mail, quarantine, forwarding, and filtering rules checked.

This is not a general inability to receive Microsoft email.

For example, Microsoft support emails, billing messages, account notifications, security messages, Microsoft Store advertisements, and other Microsoft communications continue to arrive.

On August 6, 2026, a Microsoft Vetting Services email titled “Action needed: Verify your email account with Microsoft” successfully arrived at the Gmail address. The problem is precisely that I cannot complete the required transition from that Gmail identity to the ObviousIdea company-domain address because the required OTP does not arrive.

Quantified email evidence

In the Gmail account where copies of the relevant correspondence are available:

  • From July 1 through August 25, 2026, 46 messages from Microsoft domains were received.
  • 10 of those messages were classified as promotional messages.
  • Microsoft promotional messages were received on July 2, July 9, July 10, August 4, August 14, and August 21.
  • The Artifact Signing support conversation contains 10 messages: five messages from Microsoft and five messages or follow-ups from me.
  • Number of relevant OTP messages received for the required email change: zero.

Microsoft can therefore deliver advertising, support, billing, security, and service notifications to my accounts, but the identity-verification OTP needed to correct the company email address is never delivered.

Support timeline

  • August 6, 2026: Microsoft acknowledged the support request and stated that it had been submitted using the Basic support plan.
  • August 12: a support engineer was assigned to the Artifact Signing identity-validation and email-verification problem.
  • August 14: Microsoft said it was still waiting for the Trusted Signing team.
  • August 17: Microsoft said it was discussing the matter with the Trusted Signing team; a Microsoft Teams call was also discussed.
  • August 24 and August 25: I sent follow-ups because the company identity workflow remained blocked.
  • August 25 at 19:37 UTC: I was told that the Trusted Signing team would not assist because there was no technical support plan, and I was directed to Microsoft Q&A.
  • August 25 at 19:50 UTC: I clarified that Microsoft must not delete the ObviousIdea Artifact Signing account, subscription, resource, or identity validation without first explaining the exact scope and consequences. I again requested OTP delivery logs, the actual masked destination address, a workflow reset, or an alternative verification method.

No exact paid support plan or SKU covering this identity-verification problem was identified.

This is not an isolated case

A search of Microsoft Q&A shows at least five other recent reports involving a missing Artifact Signing verification email or verification code:

This suggests that repeatedly sending customers back to generic mailbox and identity-verification guides is not sufficient. Those guides cannot expose or reset Microsoft’s backend delivery state.

Questions requiring a Microsoft-side answer

  1. Which Microsoft service currently owns the authoritative identity email for ObviousIdea?
  2. What exact masked destination address is used when this OTP is generated?
  3. Do Microsoft’s delivery logs show an attempted send, suppression, previous bounce, block, or throttling event?
  4. Can Microsoft reset the email-change/OTP step without deleting the Artifact Signing account or its associated certificate profiles?
  5. Can Microsoft manually correct the company email or provide an alternative company-verification method?
  6. How can the inconsistent email values across Entra, Partner Center, Vetting, Store verification, and Artifact Signing be synchronized?
  7. If paid technical support is genuinely mandatory, what exact Azure support plan or SKU covers Artifact Signing identity-validation and OTP-delivery incidents?

Generic instructions to check Spam, try another browser, or read the setup guide have already been exhausted. AI-generated troubleshooting answers also repeat those instructions but cannot inspect the Microsoft backend.

The problem now requires a Microsoft employee who can inspect the identity record and OTP-delivery logs.

I can provide the support-case number, tenant, subscription, identity-validation ID, timestamps, masked addresses, and screenshots privately to an authorized Microsoft employee. I am deliberately not publishing those identifiers here.

Artifact Signing
Artifact Signing

A fully managed end-to-end service for digitally signing code, documents, and applications. (formerly Trusted Signing)

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Fabrice 0 Reputation points
    2026-09-06T07:40:11.79+00:00

    Nathan, this does not appear to be only a weekend-timing issue. Here is a factual update as of September 6, 2026.

    For clarity, this issue started with my first email to Microsoft on July 28, 2026.

    • July 28: I requested the reactivation of the ObviousIdea Microsoft Store developer account.
    • July 29: Microsoft confirmed that the account had been reinstated.
    • July 30: I reported that Partner Center was still blocked by the company identity and email verification process.
    • Since then, the issue has been transferred between Microsoft Store, Partner Center/Vetting Operations, Azure Billing Support, and the Artifact Signing/Trusted Signing team.
    • Several support cases have been opened, transferred, or closed without resolving the underlying verification problem.
    • The OTP required to verify or change the company email address is still never delivered, although other Microsoft emails reach the same @obviousidea.com mailbox successfully.
    • On September 5, I received a private response stating that Microsoft could not onboard us “at this time”, but it did not specify which service was concerned, why onboarding was refused, whether the decision was temporary or appealable, or how it could be remedied.

    After approximately 40 days, I still do not know whether this response applies only to Artifact Signing, to the Partner Center developer account, or to our ability to publish applications on the Microsoft Store.

    ObviousIdea is an established company, controls the obviousidea.com domain, and can provide company-registration and domain-ownership documents through a secure channel.

    Could a Microsoft employee please clarify:

    1. Which Microsoft service the onboarding decision applies to.
    2. The precise verification or eligibility criterion that failed.
    3. Whether the missing OTP caused the rejection.
    4. Whether the decision is temporary, final, or appealable.
    5. Which Microsoft team currently owns the investigation.
    6. What documents, alternative verification procedure, or paid support plan can resolve it.

    We are not requesting deletion of any account or service. We are requesting a clear verification path so that ObviousIdea can publish Light Capture on the Microsoft Store. ( and to sign it )

    As I understand it, the current issue is the verification of the change from my Gmail address to an address using the company-owned domain. However, the required OTP is never delivered. I have configured Microsoft Entra authentication methods, including QR-code-based setup, but they cannot be used for this specific email-verification step.

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.