Founders Hub Support Staff Need Training

Shaun Tonstad 15

I am five weeks into the verification process, and I've hit roadblocks that can be attributed to training issues among support staff.

Support staff do not appear to understand that a DBA ("Does Business As") registration is a legal operating name for a company. For example, if the Company Name is "Microsoft", and there is a registered DBA (assumed name registration) for "Activision", both Microsoft and Activision SHOULD be recognized as valid company names for the purpose of business and domain registration. Support staff should understand how to identify and read DBA/Assumed Business Name filings.
Support staff do not understand how to access or read domain WHOIS information. If the company name is "Microsoft" and public WHOIS registration for a domain states "Microsoft" is the business registrant, this should be sufficient.
By design, some domain names are not publicly registered. This protects the telephone and address information of the registrant. A PDF export of the registration from the domain issuer should suffice for domain validation.

As a result of this lack of training here is the experience I encountered:

For business registration I provided a state-issued certificate of business standing, assumed name registration (DBA), corporate annual report filing, bank statement with mailing address, and secretary of state business registration. These documents were repeatedly rejected en masse.

The first reason given was invalid dates, which is false. The second reason given was use of a DBA name in the Founders Hub with documents showing the corporation name. The support staff did not understand that the provided assumed business name filing connects the two registrations.

Separately, for domain registration I provided PDFs of the domain sales receipt and the product dashboard. Both documents clearly showed the domain name and ownership. When this was rejected, I made the domain registration information public. The support staff rejected this WHOIS registration when it clearly shows the business name and address.

As of today, my domain is still not validated.

I hope Microsoft can get this figured out. I imagine that each business registration requires multiple support inquires with several emails exchanged. This is wasteful and unnecessary.

Thank you.

David Andrews 5 Reputation points

2024-10-23T20:07:03.4466667+00:00

I am experiencing this exact issue with a DBA startup. Although the support staff I'm interacting directly with is great, he can't get over the roadblock that our Delaware incorporated business is operating under a different name (and domain) than our Washington registered business through a DBA. We even purchased the domain that can't get verified through the Microsoft O365 portal, but we can't get it verified.
Kevin Tam 5 Reputation points

2024-10-24T01:35:51.9666667+00:00

Same here. I managed to get past verification in the end on founders hub but I've been fully rejected on the partner portal, which is a requirement to launch, for example, a M365 add-in. That business stream is now completely stuck.
Hari Babu Vattepally 715 Reputation points Microsoft Vendor

2024-11-01T11:39:24.2866667+00:00
Hi @Shaun Tonstad

Welcome to Microsoft Q&A Forum. Thank you for posting you query here!

It sounds like you're experiencing significant challenges with the verification process and the support staff's understanding of business and domain verification requirements. Here are some insights based on the provided context:

DBA Recognition: Support staff need to know a DBA (Doing Business As) is a legit name for your company. Make sure the DBA is clearly connected to your main business name in your Founders Hub profile.

WHOIS Information: The verification should use WHOIS info that shows domain ownership. If WHOIS lists your business name as the registrant, that should be enough.

Non-Public Domain Registrations: If your domain details aren’t public, a PDF from the domain issuer should be fine for verification.

Document Submission: Ensure all submitted documents are from the last 12 months and match the names and addresses in your Founders Hub profile.

If you continue to face issues, consider contacting support directly at aka.ms/startuphelpemail for further assistance.

Hope this helps.

Please feel free to click the 'Upvote' (Thumbs-up) button. This helps the community by allowing others with similar queries to easily find the solution.
Hari Babu Vattepally 715 Reputation points Microsoft Vendor

2024-11-04T03:47:11.4333333+00:00

Hi @Shaun Tonstad

Following up to see if the above answer was helpful. If this answers your query, do click 'Up-Vote' and yes for was this answer helpful. And, if you have any further query do let us know.
Shaun Tonstad 15 Reputation points

2024-11-04T13:15:14.58+00:00

Thank you for your response. In order to be helpful, Microsoft would need to demonstrate it has taken actions to better train its support team. Your response appears to be generated by GPT.
Hari Babu Vattepally 715 Reputation points Microsoft Vendor

2024-11-06T07:59:48.9066667+00:00

@Shaun Tonstad Apologies for inconvenience. At this time, we are reaching out to the internal team to get some help on this. We will update you once we hear back from them. Appreciate your patience.
David Andrews 5 Reputation points

2024-11-06T16:01:25.4033333+00:00
I will add my perspective since I am having the same issue, but my front-line contact has been great. Somewhere in the processing, there are policies which prevent approval of a domain name related to a DBA name rather than the name of the business.
My business is incorporated in Delaware, under a name like Acme, LLC. I have a registration with my state's Secretary of State for a foreign entity, and a registered trade name (also known as a Doing Business As, or DBA) that allows me to use the DBA name (Foo Ventures) for all my business.
My incorporation papers in Delaware must match the name I put on the Founders hub application, so I use Jetpack Designs, LLC. Normally I would use Jetpack Designs, LLC DBA Novelty Hill IP in such places, but incorporation name has to match exactly for Microsoft it seems and putting in DBA would probably not work it seems.
I bought my domain through o365 directly (this is probably the root of my problem, but I knew I was doing o365 and wanted to keep everything there as much as possible.) I have the following things:

Incorporation papers that say Jetpack Designs, LLC

Business License that says Jetpack Designs, LLC is registered in my state and can do business under the name Novelty Hill IP.

A domain, NoveltyHillIP.com and a website branded Novelty Hill that has a footer that says "Acme, LLC DBA Foo Ventures." (Hosted on Azure under my Founders Subscription)

The invoice from Microsoft for the domain with my email address.

None of this has been successful in trying to get my domain approved. I'm stuck and can't get past this. If I change the name on my Founders Hub, it won't match my incorporation papers, and I'm afraid I'll lose the benefits I've been able to unlock so far.
I've sent documents and spend quite a bit of time with the support person, but I'm not talking directly to the approval people.

I have the domain registered with Microsoft! I have the email addresses and can respond to emails to that domain. I can change/host new web pages or change MX records to indicate I have control of the site to other verfiers. Whatever the internal requirements for approving the domain ownership are, they seem way more than is needed to verify I own my domain.
I think I've been through the Founders hub appeal process now about 10 times now each time making a change or sending a new document, or trying something else, but each time it is denied without comment on what exactly is wrong.

I think clearer policies on how a domain is verified that are knowable by the people applying, plus a review of how those policies would work for a DBA, would fix all of this.
Hari Babu Vattepally 715 Reputation points Microsoft Vendor

2024-11-08T11:21:10.0433333+00:00
Hi Shaun Tonstad,

Here, we have the best possible ways that this can be done in resolving your concern.

Create a Detailed Report: Compile a comprehensive report that outlines your experience, including the specific documents you submitted, the reasons given for rejection, and any correspondence with support staff. This will provide a clear picture of the issues faced.

Include Examples: Use examples to illustrate your points, such as the Microsoft and Activision scenario, to clarify the concept of DBAs and how they relate to business registrations.

Training Sessions: Recommend that Microsoft conduct training sessions for support staff focused on:

Understanding DBAs and how they relate to business registrations.

How to access and interpret domain WHOIS information.

Recognizing valid documentation for business and domain verification.

Create Training Materials: Suggest the development of training materials or guides that can be referenced by support staff. This could include:

Flowcharts or diagrams showing the relationship between company names, DBAs, and domain registrations.

Sample documents and explanations of what constitutes valid evidence.

Establish a Feedback Mechanism: Propose a system where support staff can provide feedback on the training materials and processes. This will help identify areas where further clarification is needed and improve the overall process.

Create a Knowledge Base: Suggest the creation of a centralized knowledge base where support staff can access resources, FAQs, and examples related to business and domain verification.

Contact Higher Management: If your issues persist, consider escalating your concerns to a higher level within the support team or management. Present your documented experience and proposed solutions.

Request a Direct Point of Contact: Ask for a dedicated support representative who is knowledgeable about business registrations and domain validation to assist you through the process.

Maintain Communication: Keep in regular contact with the support team regarding your verification status. Follow up on your escalations and any proposed training initiatives.

Request Updates: Ask for updates on the implementation of training programs or changes in the verification process.

Utilize Forums and Networks: Engage with other users or businesses who have gone through the verification process. They may have insights or tips that can help you navigate the system more effectively.

Explore Other Verification Options: If the current process continues to be problematic, inquire if there are alternative methods for verification that may bypass the issues you’re facing.

By documenting your experience, proposing targeted training solutions, and maintaining open communication with the support team, you can help facilitate improvements in the verification process. Your proactive approach not only addresses your immediate concerns but can also lead to long-term enhancements that benefit all users.
Kevin Tam 5 Reputation points

2024-11-08T13:01:55.2533333+00:00

That's yet another LLM generated response that is actually not helpful to anyone with the problem.

I will upvote someone who can point to approved documentation that outlines the criteria for founders hub/partners hub validation that we can follow and get approved. Right now, the process is a black hole with, in my case, no explanation of failure, even when escalated with tickets.
Hari Babu Vattepally 715 Reputation points Microsoft Vendor

2024-11-14T07:16:03.34+00:00

@Shaun Tonstad

I apologize for the delay in response. We appreciate your patience as we work to resolve this matter promptly. Could you please provide the support ticket number? This will enable us to review the issue internally and assist you in resolving it.
Hari Babu Vattepally 715 Reputation points Microsoft Vendor

2024-11-19T05:50:25.69+00:00

@Shaun Tonstad

Could you please help providing the support ticket number which helps us in assist you better, please let us know if the issue is resolved or still persists. We would like to work closely with you in resolving the issue with help of support ticket.

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Founders Hub Support Staff Need Training

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