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)
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
  • 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.