Cannot create volume licensing support ticket

Question

Subject covers the biggest issue.

I am unable to create a support request online via the portal. When I go to aka.ms/vlcontact and choose volume licensing, Nothing happens. Step 2 and 3 do not populate and I am unable to continue. If I call the support number and choose volume licensing I get cut off and redirected to creating a ticket in portal.

Answer 1

Hi Bill McConkey

Thank you for sharing.

As Microsoft transitions to the Subscription Edition (SE) model for Exchange Server, I understand your concerns about the relevance of renewing licenses for a product that is approaching end-of-support. From my knowledge and the research, I’ve gathered, here’s the relevant information and I hope they’ll be useful for you.

• Your existing Exchange Server 2019 CALs remain valid and fully supported for the remainder of your Open Value Agreement, provided they are covered by active Software Assurance (SA). Microsoft Open Programs | Microsoft Volume Licensing
• Microsoft allows customers with active SA to upgrade to Exchange Server Subscription Edition without requiring new CAL purchases. The CALs for Exchange 2019 are compatible with Exchange SE.
  Microsoft’s official Upgrading to Exchange Server Subscription Edition (SE) | Microsoft Learn confirms:

  Exchange Server SE supports an in-place upgrade from Exchange Server 2019 CU14 or CU15. This process allows you to install Exchange Server SE over your existing Exchange Server 2019 installation, similar to the procedure for applying cumulative updates.” Exchange Server SE RTM does not require a new product key. It will continue to function after a legacy or in-place upgrade.”

  This confirms that the upgrade is seamless and does not invalidate your existing CALs.
• You will continue to receive updates and support under your current agreement, and there is no additional licensing cost associated with transitioning to Exchange SE during the term of your agreement. In Microsoft Product Terms

  “All CALs used to access the software under this model must also be acquired as subscription licenses or have active Software Assurance.”

  This means if your Exchange 2019 CALs are covered by active SA, they are valid for use with Exchange SE. You do not need to purchase new CALs during the remaining term of your Open Value Agreement.

Additionally, if your licenses were purchased through Ingram Micro, this does not negatively impact the validity of your Open Value Agreement or your ability to upgrade to Exchange SE. Ingram Micro is an authorized Microsoft distributor and provides licenses under official Microsoft programs such as Open Value, Open Value Subscription, and CSP.

There are no special restrictions or limitations imposed by Microsoft on licenses purchased via Ingram Micro in relation to the upgrade to Exchange SE.

Should you need further questions, please feel free to let me know. I would be happy to support you.

And if the information I shared was useful to you, please consider marking this answer as accepted so it can serve as a helpful reference for others facing similar challenges. Your feedback also contributes to building a stronger and more supportive community.

Thank you and have a nice day!

Answer 2

Hi Bill McConkey

Thanks for reaching out to Microsoft Q&A forum support

Based on the problem you described (Steps 2 and 3 not populating) is almost always a browser-related issue. At first please try with quick fix first by using a Private/Incognito Window/Different Browser or try to Clear Cache & Cookies.

If the general contact page is failing, try creating the support request through a different, more direct portal. The Microsoft 365 Admin Center often has a more reliable support system.

• Go to the Microsoft 365 Admin Center and log in with your organizational administrator account.
• On the bottom-right of the page, click the "Help & support" button (it may appear as a question mark icon). A support pane will open and in the search box, you can type a brief description of your issue to see if the system will suggest some articles. If none are helpful, click the "Contact Support" link at the bottom of the pane and you can prompt to fill out a form with your contact information and a description of the problem.

Even though you are initiating the request from the M365 Admin Center, the support team can route your ticket to the correct Volume Licensing department. This is often the most effective way to get a ticket created when other methods fail.

I hope my response is helpful. If you have any further questions or need additional support, feel free to leave a comment

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