Need help linking my Azure support purchase with Azure Tenant

Question

Link Azure support purchase with Azure Tenant. We purchased Azure Support upgraded as instructed within our Azure Portal. It has been over a month and support is still not available. When trying to create a support ticket, it shows that we only have Basic support.

Answer 1

Hi ,

Thanks for reaching out to Microsoft Q&A.

Since it's been over a month and your support plan still isn't active, and you're unable to create a support ticket beyond the Basic support level, there are several steps you can take to resolve this issue:​

1. Verify Support Plan Purchase and Association:
   • Ensure that the support plan was purchased under the correct Azure account and is associated with the appropriate Azure tenant. Sometimes, support plans may be linked to a different account or tenant, leading to such issues.​
2. Check User Permissions:
   • Confirm that your user account has the necessary permissions to access the support plan. You should have either the 'Owner', 'Contributor', or 'Support Request Contributor' role assigned at the subscription level. Without these roles, you might not be able to create support requests beyond the Basic support level.
3. Attempt to Create a Support Request:
   • Try creating a support request through the Azure portal:​
   • Navigate to Help + support > New support request.
   • If you encounter a permission error, it indicates that your account lacks the necessary permissions to create a support request. In this case, contact your Azure subscription administrator to assign you the required role.
4. Verify Billing and Subscription Status:
   • Ensure that there are no outstanding billing issues or subscription problems that might be affecting the activation of your support plan. Sometimes, unresolved billing issues can lead to such problems.​
5. Escalate the Issue:
   • If all else fails, consider escalating the issue by reaching out to your Microsoft account representative or partner. They can provide direct assistance and expedite the resolution process.​

By following these steps, you should be able to identify and resolve the issue preventing your Azure Support plan from being active. Ensure that your support plan is correctly linked to your Azure tenant and that your user account has the necessary permissions to utilize the support benefits.

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