Microsoft pay per incident billing support

Question

Hello,

Does anyone know how to get ahold of the team at Microsoft that handles issues with pay per incident billing? I purchased a pay per incident ticket for $499, under an outlook.com account, as you cannot open an incident under an Entra ID account. This ticket was for a SharePoint on premise server issue, but Microsoft routed the ticket to the SharePoint online team, who quickly told us this was for an on premise issue (no kidding) and then proceeded to tell me i needed to reopen the ticket with the correct team. They then closed the case. Now i cannot reopen the ticket as the pay per incident ticket has not been refunded. I cannot click the refund button, as they moved the ticket from the outlook.com account to my entra ID account, so now when i search for the ticket number under the outlook.com account where it was created, nothing comes up. It only shows up when i search being logged in as my entra ID account. I have been round and round with about 6 people from Microsoft, non of which have any clue how to get in contact with the billing department for these pay for services. They just keep routing you to O365, who then tells you they do not deal with pay per incident tickets.

My question is who do i contact to get this resolved, and how do i contact them? This has been going on for 3 weeks now, and about 4 different support cases and 6 or more phone calls to different numbers other support people provide, and there is no resolution in site.

Answer 1

Hello  Ben724，

Thank you for posting in Microsoft Community forum.

I'm sorry to hear about the difficulties you've been experiencing with your pay per incident ticket. To get in touch with the team that handles issues with pay per incident billing, you can contact Microsoft Support directly at 1-800-MICROSOFT (1-800-642-7676). They should be able to assist you with resolving this issue and getting your refund processed. Please have your ticket number and account information ready when you call.

If the number above doesn't work, you can also look for a dedicated customer service phone number for your region in the link below：

Contact Microsoft Store Support - Microsoft Support

I hope the information above is helpful.

If you have any question or concern, please feel free to let us know.

Best Regards,

Haijian Shan

Answer 2

I too have the same contact issue, but in my case I submitted an incident, was billed for $499, and it's been over a month with no contact. I've tried the phone tree with no success, I can't refund the ticket, I can't find any resolution anywhere! How the hell do I get in contact with a human to get this resolved?

Answer 3

How did you even open a ticket at all? I can't find this option to do that without a support plan anywhere.

Answer 4

Hello  Brad Bender，

Thank you for your reply.

Here is the link: Contact Us - Microsoft Support

Best Regards,

Haijian Shan