MCPP: Identity verification rejected - Partner Center UI silently fails to save primary contact email change

Question

Summary

My MCPP application (PartnerGlobal ID 7112890, My AI 4 Life Inc) was rejected by automated identity verification. A support ticket (SR# 2605170040000601) was filed and a Microsoft agent replied saying I needed to update the Primary contact email to one on our company domain. I have done all the prep work but the Partner Center UI silently fails when I try to save the email change.

What I have done

1. Corrected the underlying root cause: The original rejection reason was "primary contact details did not match" — caused because the Entra ID user Display name was "MyAi Admin" while the Partner Center primary contact was "Zlil Simchon". I updated the Entra ID user properties so Display name, First name, and Last name are now "Zlil Simchon" / "Zlil" / "Simchon".
2. Added myai4.life as a verified custom domain in our Entra ID tenant (60993dbf-dc3b-4619-ab10-e21390d69c8b) via DNS TXT record MS=ms81924313 at the registrar. Confirmed live on Google 8.8.8.8, Cloudflare 1.1.1.1, Quad9 9.9.9.9, and authoritative nameservers ns49/ns50.domaincontrol.com.
3. Corrected the legal address to validated USPS format: 131 Continental Dr Ste 305, Newark, DE 19713-4324, US. This save persisted in Partner Center Legal Info.
4. Attempted to change Primary contact email from ******@zlilsimgmail.onmicrosoft.com to ******@myai4.life. Completed the email OTP verification flow successfully. After OTP verification, clicked Update — no error appeared, but the email change did NOT persist on reload. The Legal Info page still shows the old onmicrosoft.com email.

The problem

Partner Center → Account settings → Legal info → Update primary contact email silently fails to save the email change. OTP completes, the Update button click returns no error, but on reload the old email persists. I have tried multiple browsers and the original SR# ticket (re-opened) has not received a follow-up.

What I need

a. A way to make the Primary contact email save through, OR

b. Microsoft to update it on their side given the validated OTP, OR

c. Reactivation of SR# 2605170040000601 so I can continue the thread with the original agent (the "Reactivate request" button on the closed ticket does not respond when clicked).

Identifiers

• Existing support ticket: SR# 2605170040000601
• Tenant ID: 60993dbf-dc3b-4619-ab10-e21390d69c8b
• PartnerGlobal ID: 7112890
• Company: My AI 4 Life Inc, DE Registration 3011483097
• Current saved email: ******@zlilsimgmail.onmicrosoft.com
• Desired email: ******@myai4.life

Thanks for any guidance.

Answer 1

The Partner Center UI issue with the primary contact email not persisting after OTP verification aligns with known verification and vetting behaviors: when any verification or vetting check is in a rejected state, changes to key legal/verification fields may be blocked or not fully committed until Microsoft completes a manual review or appeal.

Given the current state, the only supported paths are:

1. Use the in-product “Fix now” / appeal flow
   • Go to Partner Center > Account settings > Legal Info.
   • Look for any Fix now button or Account verification / Vetting status section.
   • Use the interactive account verification experience to upload additional documentation and re-submit the appeal.
   • This is the supported way to correct employment/identity/business verification issues when the automated process has rejected the account.
   • Verification status will show as Pending while the appeal is under review; decisions are reflected there.
2. Provide employment / domain ownership documentation if employment verification is rejected
   • If the rejection relates to employment verification (primary contact email not on the company domain), upload documentation confirming that the email domain is owned by the company, such as:
     • Assignment letter from an authorized representative of the organization.
     • Domain ownership records (for example, WHOIS output).
     • Domain purchase invoices or registry confirmation records.
   • These documents must be uploaded through the Legal Info page’s interactive verification experience for the relevant program (for example, AI Cloud Partner Program / MPN / CSP / Developer tab).
3. Check and monitor verification status
   • The primary contact (typically Global or Account Admin) is expected to appeal rejections and supply documentation.
   • Appeals can be submitted up to three times.
   • Return to Account settings | Legal Info periodically to check whether the verification status has moved from Rejected to Pending or Passed.
4. If vetting is rejected, use the “Fix now” path
   • If the vetting status shows as Rejected, use the Fix now button in Partner Center to provide additional information.
   • For business verification, ensure that:
     • A primary business document dated within the last 12 months is provided.
     • If the primary document is older than 12 months, also provide a secondary document as described in the vetting guidance.
5. If the UI continues to silently fail, rely on support ticket escalation
   • When the UI does not persist changes but the account is in a rejected or challenged state, resolution must be completed by Microsoft’s verification/vetting team via the appeal/support process.
   • Continue working through the existing support channel; if the “Reactivate request” button is non-functional, open a new support request from Partner Center and reference the existing SR number so the case can be linked and escalated.

Once the verification/vetting team accepts the appeal and the account moves out of a rejected state, the primary contact email change should either be applied by Microsoft as part of the case handling or become editable again through the Legal Info page.

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References:

• Verify your account information when you enroll in a new Partner Center program
• What is the “Know Your Business Customer” requirement for company accounts?