"Verify Address" issue when adding new payment

Question

"Verify Address" issue when adding new payment

Tan Tom 0

I'm on MOSA Business Basic Plan. I have tried many times adding a new payment method but somehow I have always got rejected as the system couldn't verify my address. I have tried following already and none of them worked

browser: from google chrome to ms edge
edited and updated address info as admin and copy the content exactly

I am desperately exhausted. Please please please help with issue. Thanks.

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2 answers

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Answer 1

Tan Tom 0

HI Viego,

Please see the screenshot below and advise. I tried calling 400 820 3800 but always got connected with chatbox AI rather than a real human.

T

User's image

Anonymous

2025-11-04T01:40:33.3333333+00:00

Hello @Tan Tom,

Thank you for your response.

It may take additional effort to navigate the automated system, so we recommend creating a support ticket directly with the Billing team. You can do this by

Going to Microsoft 365 Admin Center > Support > Help & Support, or by visiting this link: https://admin.microsoft.com/#/support/requests.

Then, complete the required information to submit your request.

If you need any further assistance, feel free to reach out. We're here to help. Thank you very much for your understanding and your cooperation.
Anonymous

2025-11-05T13:47:18.51+00:00

Hello @Tan Tom,

I am writing to see how things are going with this issue. Have you had a chance to check the replies provided? Any update would be appreciated.

Please feel free to let me know if there’s anything I can assist you with.

I look forward to hearing from you soon.

Wish you have a great day.
Tan Tom 0 Reputation points

2025-11-06T01:47:16.0133333+00:00

Thanks for your follow up. have had a chance to get connected with customer support team and spoke to them. They are investigating the issue and would contact me again.
Anonymous

2025-11-06T06:13:44.5466667+00:00
Hello @Tan Tom,

Thank you for your update. If there are any new developments, please let me know, I want to ensure your issue is fully resolved so you can return to your normal workflow.

If you’d like me to check the progress of your support ticket, you can send me the ticket ID via private message, and I’ll help verify the status. Here's how you can access your private messages:

Go to a question you asked that has a private message.

Open private messages modal by clicking link in blue banner or private messages button.

Private messages modal opens

Enter reply into rich-text editor.

Click "Send" button

If you need any further assistance, feel free to reach out. We're here to help. Thank you very much for your understanding and your cooperation.
Tan Tom 0 Reputation points

2025-11-06T06:26:35.1766667+00:00

I don't see it under admin centre somehow. Here is the ticket ID PII Removed

Another thing (not sure if you have an answer to) - my business email always lands in clients' spam (like 100%) and they need to get their IT to whitelist me. Is it quite common for new business like me initially? When my outbound emails would be normally landed in their "inbox"? Thanks.
Anonymous

2025-11-06T06:47:15.6833333+00:00
Hello @Tan Tom, Thank you for your response.

I’ve received the ticket ID you shared. To minimize any risk, I will keep it stored in our private messages, which are automatically deleted after 30 days.
For future posts, please ensure that any personal or organizational information is hidden when sharing error details or logs. This helps protect your data and maintain privacy.

I’ve checked the ticket ID, and the support agent contacted you yesterday and is actively working on the issue. You just need to follow the process and provide any requested information through the email conversation you’ve been using.

According to community policy, each thread should focus on a single issue to keep discussions clear and organized. If you have a second issue, please create a new thread. This allows us to apply the correct product tags and provide dedicated support from the start. It also makes it easier for other users who follow those tags to find and contribute to the discussion.

If you need any further assistance, feel free to reach out. We’re here to help. Thank you very much for your understanding and cooperation.

Answer 2

Dear @Tan Tom,

Thank you for reaching out to the Microsoft Q&A forum. We’re happy to assist.

To better understand the issue, could you please clarify what happens when the address is rejected? For example, does the system display a specific error message or code?

If possible, please share a screenshot of the rejection message. This will help us review the details and provide more accurate guidance.

The address verification issue may sometimes be influenced by the IP address of the device you’re using. Please try switching to a different network or device to check if the problem persists.

In addition, if the problem persists after trying the suggested steps, we strongly recommend raising a support ticket through the Microsoft 365 Admin Center. This will allow the billing support team to investigate the issue directly and assist you with a resolution.

Here’s what your Office 365 Global Admin should do next:   

Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.   
Call Microsoft Support: For additional assistance, use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support  
Contact a Reseller (if applicable): If your Office 365 subscriptions are managed through a federated partner or reseller and the Global Admin cannot open a service request, they should contact the reseller’s support provider. The reseller can assist with initiating the request and coordinating with the Office 365 support team.

These details will help us determine the best way to support you. Looking forward to your response so we can assist you further!

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"Verify Address" issue when adding new payment

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