IMPOSSIBLE TO OPEN AN AZURE BILLING SUPPORT TICKET!

Question

IMPOSSIBLE TO OPEN AN AZURE BILLING SUPPORT TICKET!

Geter Moura 0

I created a free serverless SQL database limited with 100,000 vCore seconds (that surprisingly only lasted for the database creation) and had to enable charging for it.

Days later upon checking the billing forecast, I saw that it would triple my average billing amount and I deleted the resource and RECEIVED A SUCCESSFUL NOTIFICATION FOR IT on the azure portal.

Days later I noticed that the SQLdatabase was still there incurring charges! It was still there on my resources and I deleted once more with another SUCCESSFUL NOTIFICATION FOR IT.

Today I got charged on my credit card for over triple the usual amount and the SQL database still there.

I'M TRYING TO CREATE A BILLING SUPPORT TICKET BUT THE PORTAL KEEPS ONLY SHOWING RESOURCE LINKS THAT HAVE NOTHING TO DO WITH THE ISSUE AND WONT LET ME ACTUALLY OPEN A TICKET.

THE ONLY OPTION IT GIVES ME IS TO REQUEST A REFUND. IT SAYS MY LAST BILL IS ELIGIBLE, I PROCEED WITH IT, SELECT THE RESOURCES WRONGFULLY CHARGED AND AT THE LAST STEP IT SAYS THE REFUND COULD NOT BE REQUEST AND THAT I SHOULD OPEN A TICKET!!!

THE PHONE LINE SUPPORT IS ONLY A FREAKING AI THAT ONLY TELLS ME TO OPEN A TICKET ON THE AZURE PORTAL AND HANGS UP.

I'M GONNA SUE MS!

Adithya Prasad K 250 Reputation points Microsoft External Staff

2025-03-12T14:28:37.4933333+00:00

Hi Geter Moura,
We sincerely apologize for the inconvenience caused.
Could you Please share the details I requested in the private chat?
Oury Ba-MSFT 20,616 Reputation points Microsoft Employee

2025-03-14T21:05:35.2966667+00:00

@Geter Moura Thank you for reaching out.

This is something that the billing team can help you with. I would suggest raising a support ticket through the Azure Portal. You can proceed directly to "create a support ticket" instead of "request a refund" to speak to the billing team. Please do share support ticket number so we can make sure this is routed correctly.

Create an Azure Support Request

Regards.,

Oury
Adithya Prasad K 250 Reputation points Microsoft External Staff

2025-03-17T09:28:45.74+00:00

Hi Geter Moura
Just checking in to see if the above answer provided by @Oury Ba-MSFT  helped.
Adithya Prasad K 250 Reputation points Microsoft External Staff

2025-03-18T08:42:28.02+00:00

Hi Geter Moura.
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.

1 answer

Your answer

Adithya Prasad K 250 Reputation points Microsoft External Staff

2025-03-12T14:28:37.4933333+00:00

Hi Geter Moura,
We sincerely apologize for the inconvenience caused.
Could you Please share the details I requested in the private chat?
Oury Ba-MSFT 20,616 Reputation points Microsoft Employee

2025-03-14T21:05:35.2966667+00:00

@Geter Moura Thank you for reaching out.

This is something that the billing team can help you with. I would suggest raising a support ticket through the Azure Portal. You can proceed directly to "create a support ticket" instead of "request a refund" to speak to the billing team. Please do share support ticket number so we can make sure this is routed correctly.

Create an Azure Support Request

Regards.,

Oury
Adithya Prasad K 250 Reputation points Microsoft External Staff

2025-03-17T09:28:45.74+00:00

Hi Geter Moura
Just checking in to see if the above answer provided by @Oury Ba-MSFT  helped.
Adithya Prasad K 250 Reputation points Microsoft External Staff

2025-03-18T08:42:28.02+00:00

Hi Geter Moura.
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.

Answer 1

TP 111.5K

Hi,

Please create a new billing support request using my instructions below. There is no charge for a billing support request.

Use this link to start the process:

https://portal.azure.com/#view/Microsoft_Azure_CostManagement/Menu/~/support/openedBy/AzurePortal

NOTE: The above link should take you to Cost Management -- Help -- New support request blade. If for some reason it does not work you can navigate there manually.

Fill out Summary, Problem type, Problem subtype, click Next. There will be a delay, then some recommended solutions will be shown. DO NOT CLICK on any of the recommended options shown.

In the upper left corner, click Return to support request

azure support request Return to support request

Click Next to move to Additional details tab, fill out required information, email/phone, etc., click Next, review details and submit case. After submitting you should receive an automated email with a few minutes and a support engineer should contact you within 1 business day.

Please click Accept Answer and upvote if the above was useful.

Thanks.

-TP

Geter Moura 0 Reputation points

2025-03-12T14:14:49.9966667+00:00

The link you provided did not work. The workflow must have been changed. I had to click the Support+Troubleshooting icon on the top of azure portal then start the process then a "Create support request" button appeared on top and then finally, I was able to see the Summary, Problem, Type and Problem Subtypes fields. Then I was able to follow the other steps you mentioned and create the support ticket.

Anyways. What the F is this? Is this intentional to prevent consumers to reach support?
The feeling we get is to destroy microsoft into dust after clearly seeing this calculated effort to avoid users opening support tickets.

Fire whoever decided to do this. I'll write a hand letter to the CEO over this.
TP 111.5K Reputation points

2025-03-12T15:34:42.9333333+00:00

The link you provided did not work. The workflow must have been changed. I had to click the Support+Troubleshooting icon on the top of azure portal then start the process then a "Create support request" button appeared on top and then finally, I was able to see the Summary, Problem, Type and Problem Subtypes fields. Then I was able to follow the other steps you mentioned and create the support ticket.

Yes, sometimes the deep link doesn't work, which is why I mentioned you could navigate there manually by going to Cost Management. Getting to it via Cost Management is faster and less confusing than Support + Troubleshooting

Anyways. What the F is this? Is this intentional to prevent consumers to reach support? The feeling we get is to destroy microsoft into dust after clearly seeing this calculated effort to avoid users opening support tickets. Fire whoever decided to do this. I'll write a hand letter to the CEO over this.

I agree they make it difficult to open support requests. I don't work for Microsoft. I'm just someone that helps people like you solve problems since I've been working with this stuff since nearly forever. Good luck on your refund.

Please click Accept Answer and upvote to close up this thread.

Thank you.
TP 111.5K Reputation points

2025-03-14T13:57:26.7866667+00:00

@Geter Moura Just checking in. Were you able to get in touch with billing team and ask for refund?

Something that is important for the future is Serverless tier only makes sense in very limited set of use cases. For example, if there was automated process that needed to run once a month for 4 hours importing data, translating, run report, then serverless can be very cost effective.

For common use cases like developing an app it normally is much better/cheaper to choose one of the defined DTU or Provisioned tiers to start and only increase it if needed. For example, Standard 10 DTUs (S0) tier.

The reason you usually don't want serverless is, when you are regularly connecting to serverless database it causes it to be active and thus incur charges, even if you are not using any significant server CPU/RAM. Serverless only saves money if you can keep it in Paused state for overwhelming majority of monthly hours.

If you have any questions in terms of which SKU would be best to select for your specific needs let me know and we can walk through it.

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IMPOSSIBLE TO OPEN AN AZURE BILLING SUPPORT TICKET!

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