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Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government
This article provides guidance to navigate through the various Microsoft support resources available to CSP partners.
Appropriate roles: All CSP partners enrolled in Partner Center.
Get help with account access problems
If you are experiencing problems accessing your account or are locked out of your account, see Troubleshoot sign-in issues and account access problems.
If your customer is experiencing account access problems due to forgot/lost password or administrator credentials, MFA issues or lost device, tenant lockout due to conditional access policies refer to the following steps:
- If you have access to the customer tenant via Granular Delegated Admin (GDAP) and the required level of permissions, depending on the scenario the customer users are facing, you can manage your customer users and reset passwords by identifying the corresponding scenario and following the steps in the article Preventing Tenant Lockouts.
- If you don't have access to your customer's tenant, advise your customer to get in touch with support directly by calling the numbers listed under "business users" and their respective country/region from Global Customer Service phone numbers.
Appropriate roles: Partners enrolled as Direct bill or Indirect Provider in Partner Center ONLY. Partners enrolled as Indirect Reseller should contact their Indirect Provider for all scenarios listed in the following table.
Get help with CSP pricing, billing or payment related questions
| If you have a question about | Typical questions | Learn more at | Contact Support at |
|---|---|---|---|
| CSP pricing Questions related to CSP price lists |
I cannot find a specific offer on the price list. How can I discover active promotions? |
Pricing and offers | Offer restrictions or availability - Partner Center Help + support |
| CSP invoices Questions (including refunds, pricing adjustments, or tax) related to D- series or G- series invoices |
Why does my invoice contain tax? What's the Microsoft billing entity of my invoice? How do I submit a withholding tax request? |
Understand your invoice Submit withholding tax |
Modern invoices - Partner Center Help + support |
| Credit requests for Cloud Service Provider (CSP) products and services (except for Azure) | I need a refund for one of my customers for a license-based subscription | How and when to request a credit from Microsoft | Cancel, Credit or suspend (non-Azure) subscriptions - Partner Center Help + support |
| CSP reconciliation-files Customer-specific charges contained in reconciliation files |
Help me understand the charges shown in the recon file | How to use reconciliation file | Reconciliation Files - Partner Center Help + support |
| Partner Earned Credit (PEC) issues | No PEC was paid for the past month | Understand how Partner Earned Credit is calculated and applied | PEC (Partner Earned Credit) - Partner Center Help + support |
| Payment of a CSP Invoice | I sent a payment but that is not reflected in Partner Center | Overview of Partner Center billing | CSP Payments - Partner Center Help + support |
| Use a Credit memo to offset an Invoice | How do I pay a CSP invoice with an Incentives credit note? | Overview of Partner Center billing | Use credit memo to pay my invoice - Partner Center Help + support |
| Azure charges Questions on consumption of Azure services |
The Azure consumption for my customer is too high/low | Azure Plan Billing | Azure support |
| Credit requests for CSP Azure services, reservations, savings plan | How to get a credit for Azure charges? | Cancel, exchange, and refund policies | Azure support |
If you are enrolled as an Indirect Reseller, you must contact your Indirect Provider (aka Distributor) for any of the scenarios listed in the table above.
Get help with other billing or payment related questions
Appropriate roles: All CSP partners enrolled in Partner Center.
| If you have a question about | Typical questions | Learn more at | Contact Support at |
|---|---|---|---|
| Incentives payment Questions/issues related to enrollment into incentives programs, payout and tax profiles creation and management, incentives payment |
The latest incentives payment is incorrect How can I set up my default bank profile? |
Incentives User Access and Enrollment FAQ Pay out and tax profiles in Partner Center |
Payment status Note: required roles to create support requests for Incentives are Incentives Admin and Incentives User |
| Partner invoice submission | Where should I send my invoice for the payment of incentives? | Incentives User Access and Enrollment FAQ | Payment reconciliation Note: required roles to create support requests for Incentives are Incentives Admin and Incentives User |
| Membership invoices Questions (including refunds, pricing adjustments, tax or payment) related to MAICPP membership invoices |
Where can I find my membership invoice? | Understand the terms of your invoice in Partner Center | New Commerce Experience (NCE) - invoice - Partner Center Help + support |
| Indirect Reseller payments Association of Reseller of Record on Cloud Solution Provider (CSP) subscriptions |
Incentives not paid due to Partner of Record (POR) association missing on subscriptions | Your Indirect Provider | Contact your Indirect Provider |
Get technical support on behalf of customers
Appropriate roles: All partners enrolled in the CSP program in Partner Center.
For break-fix technical support on behalf of customers, create support requests by selecting the relevant service to be redirected to the product portal in the Partner context. To learn more, see Report problems on behalf of a customer. Pre-requisite is to have Granular delegated admin privileges (GDAP) enabled for the customer and the service impacted.
Note that only Indirect Providers and Direct Bill partners can open support requests in the Azure portal on customer's behalf. To learn more see Report problems on behalf of a customer.
For issues related to ASfP or PSfP support contracts, please contact your Customer Success Account Manager (CSAM). To learn more see Get Support in Power Platform - Power Platform.
| If you have a question about | Typical questions | Learn more at | Contact Support at |
|---|---|---|---|
| Granular Delegated Admin Privileges (GDAP) Issues in Partner Center portal: - GDAP relationship creation, acceptance, and removal issues through Partner Center - GDAP initial configuration in Partner Center - GDAP relationship incorrect/stuck status in Partner Center - GDAP expiration and autorenewal - GDAP relationship analytics dashboard - Partner and customer GDAP e-mail notifications |
Why is GDAP status stuck in pending? | Granular delegated admin privileges (GDAP) introduction | Granular delegated admin privileges (GDAP) - Partner Center Help + support |
| Granular Delegated Admin Privileges (GDAP) issues in other portals than Partner Center (workload portals) If GDAP is set up with the customers with all the necessary roles, security group and user assignments open a ticket directly for/from the respective impacted workload portal. |
GDAP not working for customer management in M365 or Azure or EntraID or Dynamics Admin portal | Workloads supported by granular delegated admin privileges | Affected workload portal |
| Assigning users to seat-based subscriptions within the Microsoft 365 Admin Center | I can't assign users to a customer subscription | Assign or unassign licenses for users in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft 365 administration |
For product feature and deployment questions, utilize your MAICPP Benefits to ask questions using your MAICPP technical presales and deployment services benefits. To learn more, see Technical presales and deployment.
Get help with CSP Subscription and product management questions
Appropriate roles: Partners enrolled as Direct bill or Indirect Provider in Partner Center ONLY. Partners enrolled as Indirect Reseller should contact their Indirect Provider for all the scenarios listed in the following table.
A. Azure services
| Subscription management issue | Typical questions | Learn more at | Instructions |
|---|---|---|---|
| Azure quota increases | How can I request a quota increase for an Azure subscription? | Quickstart - Request a quota increase in the Azure portal | Azure support |
| Exchanges, returns and refunds of Azure Reservations | My customer wants to exchange an Azure reservation | Self-service exchanges and refunds for Azure Reservations | Azure support |
| Azure subscription sales channel transfers: Enterprise to CSP | How can I transfer an Azure subscription from an Enterprise Agreement into Partner Center? | Transfer Azure subscriptions between subscribers and Cloud Solution Providers | Azure support |
| Transfer Azure subscription from one CSP partner to another CSP partner | How can I acquire my customer's Azure subscription, which was sold by another partner? | Legacy Azure: Transfer a Customer's Azure Subscription to Another Partner Azure plan: Transfer Azure subscriptions, reservations, or savings plans (under an Azure plan) to another CSP partner |
Legacy Azure: Azure support Azure plan: Transfer of Azure Plan (17G) between partners - Partner Center Help + support |
| Cancellation of Azure subscriptions, resources or CSP Visual Studio subscriptions | How do I cancel a Visual Studio subscription? | Buy and manage cloud subscriptions for CSPs - Visual Studio Subscription | Azure support |
| Blocked assignment on unused Subscriptions | My customer's Azure subscription was blocked, how to unblock it? | Avoid unused subscriptions - Microsoft Cost Management | Azure support |
| Pricing of Azure services in CSP | Help me find the price of an Azure Reservation | Azure plan price list for CSP partners | Azure Plan consumption pricing - Partner Center Help + support |
| Cancellation of Azure plans or subscriptions in Partner Center | How can I cancel an Azure subscription in Partner Center? | Manage subscriptions and resources under the Azure plan | CSP Azure subscription purchase and management - Partner Center Help + support |
B. License-based services, software subscriptions and perpetual software
| Subscription management issue | Typical questions | Learn more at | Instructions |
|---|---|---|---|
| License count discrepancy between Microsoft 365 Admin Center and Partner Center | I see the correct number of licenses in Partner Center, but the Microsoft 365 Admin center displays the incorrect license count. | Manage user accounts | Microsoft 365 administration |
| Purchase, provisioning, and management of products and services | Why is a specific offer not available for my customer in Partner Center? | Create customer subscriptions in Partner Center | Managing customer subscriptions - Partner Center Help + support |
| Pricing of products and services | I can't upgrade an existing subscription to a higher offer. What's the price for a 3Y term subscription for a specific offer? |
Pricing and offers |
Pricelists - Partner Center Help + support Pricing for perpetual and term-based subscriptions software - Partner Center Help + support |
| Promotions | How can I find active promotions for my customers? Why wasn't a promotion applied to the subscription? |
New commerce promotions | Promotions - Partner Center Help + support |
| Transfers of license-based customers from other sales channels, tenants, and partners to the CSP program | How can I transfer customers to another tenant? How can I acquire a customer's subscription sold by another partner? |
Tutorial - Consolidate or migrate customers between tenants Transfer billing ownership from one partner to another |
Bulk transfer of customers on CSP partner tenant - Partner Center Help + support Transfer customer subscriptions - Partner Center Help + support |
| Issues related to qualified offers (Public sector, like Education, Nonprofit, GCC) | I cannot see Academic offers for one of my customers in Partner Center | Sell to specialized industries | Customer Qualification (EDU, Gov, Non Profit) - Partner Center Help + support |
C. Third-party products
| Subscription management issue | Typical questions | Learn more at | Instructions |
|---|---|---|---|
| Pricing, purchase and provision of 3rd party products via the CSP channel | Help me provision a third-party product for a customer | Discover Marketplace offers - Microsoft Marketplace | Marketplace offer - Partner Center Help + support |
Get help with Product Keys for CSP software
Appropriate roles: All partners enrolled in the CSP program in Partner Center.
The support contact for the scenarios listed below varies depending on the partner type. Look for your partner type on the first column to find the correct instructions. Microsoft can provide support to Indirect Resellers only for specific scenarios.
| Partner type | Product Key issue | Typical questions | Learn more at | Instructions |
|---|---|---|---|---|
| Direct Bill / Indirect Provider | Fulfillment of software orders in Partner Center | Where can I see the Product Key for a software purchase in Partner Center? | Sell software subscriptions through CSP | Downloading or activating customer software or keys purchased via CSP - Partner Center Help + support |
| Indirect Reseller | Fulfillment of software orders in Partner Center | Where can I see the Product Key for a software purchase in Partner Center? | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider / Indirect Reseller | Software activation for CSP products | My customer cannot activate the software product due to an error with the Product Key | Product Activation support | Volume License Key Phone numbers - Microsoft volume licensing |
| Direct Bill / Indirect Provider / Indirect Reseller | Obtaining key for the upgrade of Windows 10/11 Home to Pro Education | How can my academic customer upgrade to Windows 11 Pro Education? | Upgrade Windows 11 Home to Windows 11 Education | Microsoft 365 administration |
| Direct Bill / Indirect Provider / Indirect Reseller | Obtaining Dual Use Rights key from Microsoft 365 Admin Center (MAC) | How can my Dynamics 365 Business Central customer activate the on-prem version of the product? | Dynamics licensing, Dual Use Rights keys and additional free users - Partner Center Help + support | Microsoft 365 administration |
| Direct Bill / Indirect Provider | Increase activation limits for a MAK key for a CSP software purchase | I need more activations for a software purchase | CSP software key activations | Help with product key activation limits for CSP purchased software - Partner Center Help + support |
| Indirect Reseller | Increase activation limits for a MAK key for a CSP software purchase | I need more activations for a software purchase | Your Indirect Provider | Contact your Indirect Provider |
Get help with questions related to products and services purchased from other sales channels (non-CSP)
Appropriate roles: All partners enrolled in the CSP program in Partner Center.
| Sales Channel | Learn more at | |
|---|---|---|
| Volume License (VL) | What is Volume Licensing Central | Resellers should contact their VL Distributor VL Distributors should contact Microsoft's Regional Operations Center (ROCs) via VL Central |
| Dynamics Price List (DPL) | Dynamics licensing, Dual Use Rights keys and additional free users - Partner Center Help + support | SPA Partners: submit a case through PartnerSource Business Center (PSBC) Non-SPA Partners: send an email to: - US, Canada, LATAM: mbsorder@microsoft.com - Europe, Middle East, Africa: mbsquery@microsoft.com - APAC, China, Japan, India: mbsquery@microsoft.com |
| Web-direct | Get support - Microsoft 365 admin How to create an Azure support request - Azure supportability |
For license-based subscriptions: Microsoft 365 administration For Azure subscriptions: Azure support |
Related content
- Get help and contact support to access help articles and other information.