Artifact Code Signing: Identification failed for renewal

Question

Hi,

We've been using Artifact Code Signing for almost two years without any issues. When we started, we went through the identity verification step for our company. This was pretty easy and was approved without a hitch.

Since out identity verification is expiring, I started a renewal. Inexplicably, the renewal failed -- even though nothing has changed with our company (same owner, address, business name, etc). After trying a few things without success, I upgraded to a paid support account and opened a ticket. The AI that responded was good at first, and after a few back-and-forths, it was able to summarize the problem well. It didn't have any good suggestions for me, and eventually it stopped responding. The AI summary on the ticket page starts with "Next Steps: Support team to review detailed error logs and verify identity record consistency." That's where it's been stuck for a week.

I don't see any way to escalate the ticket, nor can I figure out how to get a human support person involved. Does anyone have suggestions? Was the paid support plan just a waste of money? I'm getting a little desperate at this point, since code signing is an essential part of our pipeline.