Azure Cost Management
A Microsoft offering that enables tracking of cloud usage and expenditures for Azure and other cloud providers.
3,250 questions
Unable to upgrade my azure account to PAYG via upgrade option
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30364498
0
Reputation points
I have a Microsoft account linked to azure which I had previously used the Azure trial to try out some services.
I would like to upgrade this account to continue using it. However each time I try and go through the upgrade process I get an error that there was a problem sending the required SMS verification code.
I've tried my home number, work mobile, work desktop (though this is for a personal account), and even various temporary numbers. MOst have been UK based, but also tried Austria, France & US
I've also tried doing this from wifi and 5g, linux, windows, macos, and iOS and in incognito windows, but I simply cannot get passed this stage
A week ago I contacted support by phone, who just got me to go through the above combinations, with no good result. I was expecting a possible followup, but no further communication has been received. I also tried following the help articles, and pathways that point to support requests, but have only gone around in circles. How do I get this issue resolved? What numbers actually work currently? How else can I upgrade to PAYG? Note: I cannot see an appropriate child tag - but would very much appreciate pointers to the correct place to followup if this isn't the right one.
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(140.8, 77%, 23%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ESR%3C/text%3E%3C/svg%3E)
Srinivasa Reddy Jaggavarapu 455 Reputation points Microsoft External Staff2025-04-17T05:53:19.0666667+00:00 Hi 30364498,
This verification step ensures the account's security and validity but sometimes issues like regional restrictions or system errors can interfere with the process. Please follow these additional steps for verification process.
Make sure your Azure account's profile has accurate and up-to-date details, including your phone number. You can update your profile at the Microsoft account page: https://account.microsoft.com/account?
Some phone carriers or regions may block SMS from Microsoft. If your primary number is affected, you might need to use an alternative number linked to a different carrier. Ensure this number allows international messages.
You mentioned using various devices and browsers, but it's worth clearing your browser cache or using a completely different network and system to rule out any lingering session issues.
If the above steps don’t resolve the issue, consider creating a support ticket, please carefully follow the instructions below to create billing support request and avoid getting stuck in endless loop. Please let me know that you were able to create ticket or if you had any issues.
1. Navigate to this link to start the process:
https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview
2. Click Create a support request button at top
3. Click Switch to old experience button on right
4. On left, enter billing in the box and click Go
5. Select Billing and click Next
6. Select your subscription from the dropdown and click Next
7. At this point there will be a delay of several seconds, and then various options will be displayed. Click Create a support request button at the top. Do not click any of the other options.
8. Fill out screen, Summary, Problem type, Problem subtype, then click Next button at bottom
9. There will be another several second delay, and then some solutions will be displayed (this is similar to above). DO NOT CLICK any of the solutions, instead click on Return to support request button in upper left corner, similar to below
10. Now you are back at support case. Click Next button at bottom to continue to Additional details tab. Fill out information as required, one of the items you need is your Subscription ID.
You can open separate browser tab and navigate to your subscription in portal, the ID is there, click the copy button to the right of it, then paste it into the box on Additional details tab. Click Next to advance to Review + create tab, then click Create.
You should receive an automated email within a few minutes and then be contacted by support within 1 business day.
Hope the above provided information help you resolve the issue, if you have any further concerns or queries, please feel free to reach out to us.
If the comment is helpful, please click "Upvote it".
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Srinivasa Reddy Jaggavarapu 455 Reputation points Microsoft External Staff
2025-04-18T01:14:49.5+00:00 Hi 30364498,
Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back
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