Which support portal should I use?
Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government
Appropriate roles: All partners interested in Partner Center
This article gives some guidance about which of the various Microsoft support resources you should use.
If you are experiencing account access problems
If you are experiencing problems accessing your account or are locked out of your account, see Account access problems.
General questions
| If you have a question about: | Get help at: | Instructions: |
|---|---|---|
| CSP invoices One-time, usage-based, seat-based, and seat-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 seat-based and usage-based files |
New commerce seat-based reconciliation - Partner Center Help + support | Get help and contact support |
| Partner Earned Credit (PEC) issues Customer-specific charges in both seat-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 |
CSP Subscription management questions
For 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.
| Subscription management issue: | Get help at: | Instructions |
|---|---|---|
| Assigning users to seat-based subscriptions within the Microsoft 365 Admin Center | Microsoft 365 administration | Get help and contact support |
| Azure quota increases | Azure support | Get help and contact support |
| 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 |
| Azure subscription transfers: Web Direct/Enterprise to CSP |
Azure support | Get help and contact support |
| Cancellation of Azure subscriptions or resources through the Azure portal | Azure support | Get help and contact support |
| License count discrepancy between Microsoft 365 Admin Center and Partner Center | Microsoft 365 administration | Get help and contact support |
| Azure plan subscriptions via Partner Center: pricing, purchase, and provisioning |
Get help and contact support | |
| Cancellation of Azure plans or subscriptions through Partner Center | Manage orders > Cancel Azure Plan without RBAC | Get help and contact support |
| Marketplace subscriptions via Partner Center: pricing, purchasing, and provisioning |
Manage orders > Marketplace offer | Get help and contact support |
| License-based services subscriptions via Partner Center: purchase, provisioning, and management | License-based (New commerce) > Managing customer subscriptions | Get help and contact support |
| License-based services subscriptions via Partner Center: pricing |
License-based (New commerce) > Price lists | Get help and contact support |
| 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 |
| Pricing for perpetual software and software subscriptions | Software > Pricing for perpetual and term-based subscriptions software | Get help and contact support |
| Perpetual software and software subscriptions via Partner Center: purchasing and provisioning |
Downloading or activating customer software | Get help and contact support |
| Qualified offers (Public sector) subscriptions via Partner Center: pricing, purchasing, and provisioning |
Qualified offers | Get help and contact support |
| Software activation for CSP products | Volume License Key Phone numbers - Microsoft volume licensing. | Partner Center (microsoft.com) |
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.