Trying to test the Account Recovery (Preview) feature and running into Verifiable Credentials Create Issuance URL Request Failed.

Question

Trying to test the Account Recovery (Preview) feature and running into Verifiable Credentials Create Issuance URL Request Failed.

Darren James 0

Hi All,

I'm trying to test the Account Recovery (Preview) feature in M365/Entra ID, but running into a problem when the user clicks "recover my account"

We get the message

Verifiable Credentials Create Issuance URL Request Failed

Everything looks good from the Admin side, can't see anything in the entra logs, security store and the partner (au10tix) subscriptions are active, subscribed and running.

Anyone got any ideas?

Cheers

Darren

Darren James 0 Reputation points

2025-12-12T10:47:12.44+00:00

just to add, the users have first name and last name set on their accounts
Shubham Sharma 8,490 Reputation points Microsoft External Staff Moderator

2025-12-16T09:35:03.6966667+00:00
Hello Darren James

Thank you for reaching out to Microsoft Q&A.

Below are the resolution steps: -

Confirm Verified ID is fully enabled

Ensure:

Verified ID is enabled

Face Check is enabled

Group assignment for testing is applied

IDV provider (AU10TIX) subscription is active under Security Store

For your reference: https://learn.microsoft.com/en-us/entra/identity/authentication/how-to-account-recovery-enable

Fix DID method → ensure using did:web

Did:ION no longer works and will break issuance.

Check in Entra Admin Center → Verified ID settings

If DID method = did:ion, migrate to did:web immediately:

Confirm the Verified ID service principal exists

If it’s missing, Verified ID wasn’t fully provisioned.

If missing:

Disable Verified ID

Re‑enable after 5–10 minutes

Wait for provisioning to complete

Validate user profile attributes

Account Recovery identity-matching requires exact match of:

First name

Last name

From the FAQ: If these don’t match the IDV record exactly, recovery fails.

Double-check:

No extra spaces

No mismatch between legal vs preferred name

No uppercase/lowercase sensitivity issues (rare but possible for IDV partners)

For your reference: https://learn.microsoft.com/en-us/entra/identity/authentication/self-service-account-recovery

Below is the recommended test flow: -

Use a clean test user (firstname/lastname only).

Ensure Verified ID + Face Check + AU10TIX enabled.

Confirm DID = did:web.

Have user sign in → "Other ways to sign in" → "Recover my account".

Perform AU10TIX ID verification.

Check issuance logs under: Entra → Verified ID → Issuer logs (if enabled)

If you have any further queries do let us know.

Thanks