Which support portal should I use?
Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government
Appropriate roles: All CSP partners enrolled in Partner Center
This article gives some guidance about which of the various Microsoft support resources you should use.
Get help with account access problems
If you're 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 permissions (GDAP). If you have access to your customer tenant 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 following this article, manage per user MFA by following this article.
- 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 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.
If you have general questions
| If you have a question about: | Get help at: | Instructions: |
|---|---|---|
| CSP invoices One-time, usage-based, user-based, and user-based new commerce billing questions (including refunds, pricing adjustments, or tax) |
Modern invoices - Partner Center Help + support | Get help and contact support |
| Credit requests for Cloud Service Provider (CSP) products and services (except for Azure) | Credit requests - Partner Center Help + support | Get help and contact support |
| CSP reconciliation-files Customer-specific charges in both user-based and usage-based files |
New commerce user-based reconciliation - Partner Center Help + support | Get help and contact support |
| Partner Earned Credit (PEC) issues Customer-specific charges in both user-based and usage-based files |
Partner earned credit for services managed (Azure plan) - Partner Center Help + support | Get help and contact support |
| Usage-based reconciliation files Questions on consumption and quotas |
Azure support | Report problems on behalf of a customer |
| Credit requests for CSP Azure services and third-party Marketplace offers | Azure support | Report problems on behalf of a customer |
Get help with CSP subscription-management questions
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.
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.
CSP Subscription management questions
Appropriate roles: All partners enrolled in the CSP program in Partner Center.
| Personas | Subscription management issue: | Get help at: | Instructions |
|---|---|---|---|
| Direct Bill / Indirect Provider/Indirect Reseller | Assigning users to seat-based subscriptions within the Microsoft 365 Admin Center | Microsoft 365 administration | Get help and contact support |
| Direct Bill / Indirect Provider/Indirect Reseller | Azure quota increases | Azure support | Get help and contact support |
| Direct Bill / Indirect Provider | Azure Reserved Virtual Machine Instances {Azure reserved instance (RI)}: exchanges, returns, and refunds |
Recommended solutions to return, refund, or exchange Azure Reservations | Get help and contact support |
| Indirect Reseller | Azure Reserved Virtual Machine Instances {Azure reserved instance (RI)}: exchanges, returns, and refunds |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Azure subscription transfers: Web Direct/Enterprise to CSP |
Azure support | Get help and contact support |
| Indirect Reseller | Azure subscription transfers: Web Direct/Enterprise to CSP |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Cancellation of Azure subscriptions/resources, CSP Visual Studio subscriptions or third party products through the Azure portal | Azure support | Report problems on behalf of a customer |
| Indirect Reseller | Cancellation of Azure subscriptions/resources, CSP Visual Studio subscriptions, or third party products through the Azure portal | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | License count discrepancy between Microsoft 365 Admin Center and Partner Center | Microsoft 365 administration | Report problems on behalf of a customer |
| Indirect Reseller | Incorrect license count displayed in the Microsoft 365 Admin Center | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Azure plan subscriptions via Partner Center: pricing, purchase, and provisioning |
Get help and contact support | Contact your Indirect Provider |
| Indirect Reseller | Azure plan subscriptions via Partner Center: pricing, purchase, and provisioning |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Cancellation of Azure plans or subscriptions through Partner Center | Manage orders > Cancel Azure Plan without RBAC | Get help and contact support |
| Indirect Reseller | Cancellation of Azure plans or subscriptions through Partner Center | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Marketplace subscriptions via Partner Center: pricing, purchasing, and provisioning |
Manage orders > Marketplace offer | Get help and contact support |
| Indirect Reseller | Marketplace subscriptions via Partner Center: pricing, purchasing, and provisioning |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | License-based services subscriptions via Partner Center: purchase, provisioning, and management | License-based (New commerce) > Managing customer subscriptions | Get help and contact support |
| Indirect Reseller | License-based services subscriptions via Partner Center: purchase, provisioning, and management | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | License-based services subscriptions via Partner Center: pricing |
License-based (New commerce) > Price lists | Get help and contact support |
| Indirect Reseller | License-based services subscriptions via Partner Center: pricing |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Upgrading and downgrading services. Increasing or reducing licenses, transferring license-based customers from other channels, tenants, and partners to the CSP program |
Managing customer subscriptions | Get help and contact support |
| Indirect Reseller | Upgrading and downgrading services. Increasing or reducing licenses, transferring license-based customers from other channels, tenants, and partners to the CSP program |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Pricing for perpetual software and software subscriptions | Software > Pricing for perpetual and term-based subscriptions software | Get help and contact support |
| Indirect Reseller | Pricing for perpetual software and software subscriptions | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Perpetual software and software subscriptions via Partner Center: purchasing and provisioning |
Downloading or activating customer software | Get help and contact support |
| Indirect Reseller | Perpetual software and software subscriptions via Partner Center: purchasing and provisioning |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider | Qualified offers (Public sector, like Education, Nonprofit, GCC) subscriptions via Partner Center: pricing, purchasing, and provisioning |
Qualified offers | Get help and contact support |
| Indirect Reseller | Qualified offers (Public sector, like Education, Nonprofit, GCC) subscriptions via Partner Center: pricing, purchasing, and provisioning |
Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider/Indirect Reseller | Software activation for CSP products | Volume License Key Phone numbers - Microsoft volume licensing. | Partner Center (microsoft.com) |
| Direct Bill / Indirect Provider/Indirect Reseller | Obtaining key for the upgrade of Windows 10/11 Home to Pro Education | Microsoft 365 administration | Report problems on behalf of a customer |
| Direct Bill / Indirect Provider/Indirect Reseller | Obtaining Dual Use Rights key from Microsoft 365 Admin Center (MAC) | Microsoft 365 administration | Report problems on behalf of a customer |
| Direct Bill / Indirect Provider | Increase activation limits for a MAK key for a CSP software purchase | Help with product key activation limits for CSP purchased software | Get help and contact support |
| Indirect Reseller | Increase activation limits for a MAK key for a CSP software purchase | Your Indirect Provider | Contact your Indirect Provider |
| Indirect Reseller | Association of Reseller of Record on Cloud Solution Provider (CSP) subscriptions. | Your Indirect Provider | Contact your Indirect Provider |
| Direct Bill / Indirect Provider/Indirect Reseller | 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 |
Granular delegated admin privileges (GDAP) | Get help and contact support |
| Direct Bill / Indirect Provider/Indirect Reseller | 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. |
Affected workload portal | Report problems on behalf of a customer |
Get help with questions related to products and services purchased from other sales channels
| Sales Channel | Get help at: | Instructions |
|---|---|---|
| Volume License | Resellers should contact their VL Distributor VL Distributors should contact Microsoft's Regional Operations Center (ROCs) via VL Central |
New tool: Volume Licensing Central |
| Dynamics Price List (DPL) | 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 |
Partner Center (microsoft.com) |
| Web-direct | For license-based subscriptions: Microsoft 365 administration For Azure subscriptions: Azure support |
Get support How to create an Azure support request - Azure supportability |
Related content
- Get help and contact support to access help articles and other information.
- Schedule a support appointment for complex help requests or if you have low availability and aren't readily available to accept unscheduled calls. Appointment scheduling is available for some problem types, and if a partner support advocate is assigned to your support request ticket.