How to remove unwanted charges on my Azure free trial account and get the subscription reenabled?

Todd Miller 0

On Friday 5/17/2024 I activated a free Azure subscription. I tried adding the Azure Key Vault Managed HSM resource thinking it was Azure Key Vault. After a couple hours I realized my mistake and deleted the resource. Today (Thursday 5/23/2024) I received a notice that my sucription has been disabled due to using up my credit limit. I reviewed charges in Cost Analysis and see that Azure Key Vault Managed HSM continued charging each day after last Friday. How do I get help from Microsoft to remove the unwanted Azure Key Vault Managed HSM charges after being deleted, and get the subscription reenabled? I tried to submit a support request in Help + Support, but I got an error that said I can't submit support requests in this area due to my subscription being deactivated.

SadiqhAhmed-MSFT 41,716 Reputation points Microsoft Employee

2024-05-27T10:36:45.4766667+00:00

Hello @Todd Miller Thank you for reaching out to us on Microsoft Q&A platform and sorry for the inconvenience caused to you!

Based on the information shared, I understand that unknowingly you created Azure Key Vault Managed HSM that exhausted your free credits, and the subscription is now disabled because of which you are unable to create a support ticket.

Since you are unable to create a support request, I suggest you try the following options:

Twitter : Connect with @AzureSupport on Twitter for answers, support, and to connect with Azure experts. best place to raise a request

Few Customers are using the Microsoft REST api Support Tickets - REST API (Azure Support) | Microsoft Learn to create Support request.

OR

You can call global customer service - https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 to raise a support request on your behalf to help you connect with Azure billing and subscription management support.

Hope this helps!

If the response helped, do "Accept Answer" and up-vote it
Todd Miller 0 Reputation points

2024-05-28T16:13:02.9466667+00:00

Thanks for the reply and suggestions, Sadiqh. I will try these today.
SadiqhAhmed-MSFT 41,716 Reputation points Microsoft Employee

2024-05-28T19:41:58.74+00:00

@Todd Miller Let us know how it goes!
Todd Miller 0 Reputation points

2024-05-31T22:42:36.99+00:00

Hi Sadiqh, I am sorry to have to reach back out to you. I don't have access to Twitter (not allowed at work). For the REST api option, I did not try to build a program as I believe it will not work since the online support portal is denying ticket submission. I tried the phone number from Global Customer Service which gives me three options: Billing, Management, Other. If I respond with Billing, it directs me to Azure Support Portal and hangs up. If I respond with Management, it directs me to Azure Support Portal and hangs up. If I resond with Other, it takes me back to the same three options (infinite loop). Just a note on the subscription: It is now showing charges at $1,316.07, all connected to the deleted Azure Key Vault for Managed HSM resource that was deleted on the same day it was added. So, it really looks like that resource never fully deleted. Even if I reenable the subscription, it will require a credit card and it will then charge this large amount. That would require reimburesment, since that resource should have been deleted. That would get me to be able to submit a ticket. I really don't think my agency's procurement will appreciate that, though. So, I can't see any way out without contacting a human.
Todd Miller 0 Reputation points

2024-05-31T22:48:58.37+00:00

Hi Sadiqh, I am sorry to have to reach back out to you again. I had a chance to review the options you proposed. I could not use Twitter (not allowed at work). I did not have time to create a program to use the REST api. I don't think that will work since the Azure Support Portal is denying me. I tried the phone number from Global Customer Service. That automated system gives me three options: Billing, Management, Other. Billing and Management directs me to the Support Portal and hangs up. Other sends me back to the same three options (infinite loop). Any chance there is a way to connect to a human? I just checked the subscription and it is continueing to incure large charges, all due to the Azure Key Vault for Managed HSM resource. It seems that this resource never finished the delete process.
SadiqhAhmed-MSFT 41,716 Reputation points Microsoft Employee

2024-06-03T09:34:18.0866667+00:00

@Todd Miller Did you try this link - https://docs.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request ?

As mentioned earlier, Azure Billing and Subscription Management support is included in the Basic Support Plan without any charge.
Todd Miller 0 Reputation points

2024-06-03T18:18:17.72+00:00

Hi Sadiqh, I really appreciate that you have tried to help. That link sends me to the Azure Help and Support portal. When I try to create a ticket through the portal I end with the error: Sorry, we couldn’t create a support request for this subscription as it may be disabled. Get help for disabled subscriptions at http://aka.ms/AzureSubHelp. When I try this new link, I get a message: Requests for this product are better served by a tailored experience. We are sending you to Azure for assistance with this request. That sends me back to the Azure Portal. I am getting stuck in support loops. At this point, the charges continue to grow for this deleted service and I can't find anyway to get help. I understand that this is a free account. I just had hoped I could have had more time to use it instead of just a couple days. The account is set to be auto deleted on 6/17/2024. I will let that happen and free up both our times. Sincerely.
SadiqhAhmed-MSFT 41,716 Reputation points Microsoft Employee

2024-06-06T10:00:01.1166667+00:00

@Todd Miller Sorry for the delayed response. I discussed your issue internally and the only option for you would be to create a new Azure account.

Thanks for your understanding!
Todd Miller 0 Reputation points

2024-06-06T16:10:49.0666667+00:00

Hi Sadiqh, Thanks for trying to help. I will proceed with a new Azure account, after this gets auto deleted in a couple weeks. Sincerely, -Todd Miller
SadiqhAhmed-MSFT 41,716 Reputation points Microsoft Employee

2024-06-07T07:13:45.1366667+00:00

@Todd Miller You are welcome. Much appreciate your patience in this matter.

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How to remove unwanted charges on my Azure free trial account and get the subscription reenabled?