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Microsoft Advertising Customer Support portal FAQs

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Frequently Asked Questions about Microsoft Advertising Customer Support Portal

Why is there a new Customer Support Portal?

In February, a new Customer Support Portal became available for opt-in. This updated version offers a more seamless experience across products.

What happens after I start using the new Customer Support Portal?

Once you have signed into the new Customer Support Portal, the legacy portal switches to read-only mode. The new portal provides a 12-month lookback of active cases.

How can I view cases created under a different email address?  

You can access cases created under a different email address by creating a personal Microsoft account using the old email address. While we discourage using this email to create new cases, you can use it to view previous cases. For example, if you logged into help.xandr.com with ABC@email.com but used XYZ@email.com for Microsoft Invest, create a personal Microsoft account with ABC@email.com as the username. Then, log into support.ads.microsoft.com using that account to view the old cases created under ABC@email.com. However, going forward, use XYZ@email.com to create new cases in the new Customer Support Portal. 

Why do I see only some cases in the new Customer Support Portal?

The new Customer Support Portal displays cases from the legacy portal with the following exceptions:

  • Cases created before February 2024 do not appear.
  • Closed cases do not appear.
  • If missing cases fall under these exceptions, this behavior is expected. You can still view them in the read-only legacy portal at help.xandr.com.

Note

If you migrated to the new portal and need to reopen a closed case, create a new case in the new portal and reference the Case ID from the legacy portal.

What happens to the “Proceed as Guest” option for creating cases?

The Proceed as Guest option is no longer available. To create a case, set up a personal Microsoft account and log in to the new Microsoft Advertising Customer Support Portal using that account. Once logged in, you can create a case through the portal. 

Can I continue accessing the legacy portal?

You can continue accessing the legacy portal for the next few months. However, we recommend transitioning to the new Customer Support Portal as soon as possible, as the legacy portal will be phased out and will no longer be available. If you have no active cases in the legacy portal, we strongly encourage using the new portal to create and track new cases.