Submit a support ticket does not work

Question

Submit a support ticket does not work

JamesZarvis-3811 0

I need to contact azure support. I pay for developer level support. I cannot submit a ticket...all ticket prefill options are irrelevant to my issue, and none lead to any ability to submit a ticket! I need support to contact me! What is the point of paying for support if I cannot submit a ticket and have zero ability to contact anyone...oh and this is the second time I submitted a question here...the first one just disappeared after hitting "post your question" and successfully doing the puzzle.

Even the tag for this question "Azure Database for Mysql" is incorrect, because you offer no child tag options that are relevant to my actual and numerous issues in azure relating to an inability to remove old users, the wrong domain url on many users, etc. I am a global admin, a very frustrated one at the moment.

Vahid Ghafarpour 23,385 Reputation points Volunteer Moderator

2025-04-30T15:37:40.1833333+00:00

I 'd call the global number for support:

Global Customer Service Phone Numbers
JamesZarvis-3811 0 Reputation points

2025-04-30T15:40:08.34+00:00

TY! I did. Any mention of Azure has the AI tell you go to the Azure portal and drops the call. I also tried not mentioning azure...the AI then tells you it can't help and drops the call...
Sai Raghunadh M 4,640 Reputation points Microsoft External Staff Moderator

2025-04-30T18:25:09.51+00:00

Hi @ JZ

Thank you for reaching out, and we sincerely apologize for the frustration you’re experiencing. We truly appreciate you bringing your concerns to our attention. As part of this plan, Microsoft Q&A serves as the primary platform for engaging with our support team. Here, in addition to community experts, MVPs, and other enthusiasts, you also receive prioritized responses from Microsoft Support Engineers during business hours, ensuring your questions are addressed as promptly as possible.

If your concern relates to Azure billing or subscription management, we kindly ask that you submit a support request directly through the Azure Portal. This will allow us to route your request appropriately and provide more targeted assistance.

We’d be more than happy to help with any technical questions you may have right here on Microsoft Q&A. When posting a new thread, please include as much detail as possible so we can provide an effective response within the expected 8 business hour SLA.

For more information on how the Developer Support Plan works and what to do if your issue requires escalation, we kindly invite you to review our Priority community support (PCS) for Azure developer support plan customers.
JamesZarvis-3811 0 Reputation points

2025-04-30T19:41:22.9366667+00:00

OMG! The problem is that I cannot submit a ticket in Azure...that's the problem! there is no ability to do so! I pay for developer level support. I go to create a ticket, all the options do not apply to the problem that I cannot submit a ticket. Any option I choose always leads to some useless information and no ability to submit a ticket! For goodness sake please have someone actually contact me!
Oury Ba-MSFT 20,931 Reputation points Microsoft Employee Moderator

2025-04-30T23:33:59.8733333+00:00

JZ Thank you for reaching out.

My understanding is that you have paid for Azure Dev support plan and not seeing the option to create a support ticket in the Azure Portal.

Microsoft Q&A is the first line of support for customers with a Developer Support Plan. Customers with Azure Dev support plan will receive high-quality answers to Azure-related questions on Microsoft Q&A within 8 business hours from Azure engineers.

You can still create support tickets for non-technical issues. The new support plan only affects technical questions, which must be posted on Microsoft Q&A.

We will try our best to help answer your question. That said if there is a need to work 1:1 with you, our engineer will take the conversation forward and escalate the issue internally as needed, so that we can help you in the right direction.

I will appreciate if you can describe what the technical issue is so we can help you further.

Regards,

Oury
JamesZarvis-3811 0 Reputation points

2025-05-01T12:12:12.9833333+00:00

First thank you for this response. It was absolutely frustrating having no communications options, and this for the first time this week opens even a possibility to communicate with someone from Microsoft.

I do not know if my issues are technical or not. You can tell me. They are:

1- The use of the button to create a ticket never under any circumstances produces any ability to actually create a ticket.

2- I have users I need to remove that I cannot as there is no option to remove them. (I am a global admin on the site and I'm the person responsible for it overall).

3- Many years ago this account was created by a CSP we no longer work with. I need to remove their user records and any influence...including special costs we gained from them, from the account.

4-Roughy 6 months ago there was an issue with Azure where we were moved to a new type of azure account. Our server simply stopped working. It took a week to contact any help at Microsoft and then a week for them to rebuild the azure account so it worked for us. Supposedly we received emails warning us about the account change well in advance, however we never received any of those. Maybe the old CSP we no longer work with received them. Regardless soon after the server came back up my login credentials with the username using the domain that matched the site domain no longer worked. Again I had to contact support and several of our users had to change usernames to a separate URL in order to login. I want to restore all usernames to use the primary domain URL, not the onmicrosoft variant. I have no ability to change my own username.

Be well,

JZ
Raja Pothuraju 23,790 Reputation points Microsoft External Staff Moderator

2025-05-05T16:57:52.8733333+00:00

Hello @JZ,

Thank you for providing more details about your issue.

As per my understanding, I see you're trying to remove users from your tenant but are unable to do so, despite having global admin permissions. This issue may occur if the users in question are being synced from your on-premises Active Directory to Azure via Entra Connect Sync.

To verify this, please check whether these users are synced from on-prem AD. You can do this by applying the "On-premises sync enabled == Yes" filter in the All Users section of Microsoft Entra ID. Please refer to the screenshot below for reference.

To better understand your scenario and assist you more effectively, I'd like to connect with you offline. Kindly share your email address and availability via private message so we can schedule a call on Teams.

1 answer

Your answer

Vahid Ghafarpour 23,385 Reputation points Volunteer Moderator

2025-04-30T15:37:40.1833333+00:00

I 'd call the global number for support:

Global Customer Service Phone Numbers
JamesZarvis-3811 0 Reputation points

2025-04-30T15:40:08.34+00:00

TY! I did. Any mention of Azure has the AI tell you go to the Azure portal and drops the call. I also tried not mentioning azure...the AI then tells you it can't help and drops the call...
Sai Raghunadh M 4,640 Reputation points Microsoft External Staff Moderator

2025-04-30T18:25:09.51+00:00

Hi @ JZ

Thank you for reaching out, and we sincerely apologize for the frustration you’re experiencing. We truly appreciate you bringing your concerns to our attention. As part of this plan, Microsoft Q&A serves as the primary platform for engaging with our support team. Here, in addition to community experts, MVPs, and other enthusiasts, you also receive prioritized responses from Microsoft Support Engineers during business hours, ensuring your questions are addressed as promptly as possible.

If your concern relates to Azure billing or subscription management, we kindly ask that you submit a support request directly through the Azure Portal. This will allow us to route your request appropriately and provide more targeted assistance.

We’d be more than happy to help with any technical questions you may have right here on Microsoft Q&A. When posting a new thread, please include as much detail as possible so we can provide an effective response within the expected 8 business hour SLA.

For more information on how the Developer Support Plan works and what to do if your issue requires escalation, we kindly invite you to review our Priority community support (PCS) for Azure developer support plan customers.
JamesZarvis-3811 0 Reputation points

2025-04-30T19:41:22.9366667+00:00

OMG! The problem is that I cannot submit a ticket in Azure...that's the problem! there is no ability to do so! I pay for developer level support. I go to create a ticket, all the options do not apply to the problem that I cannot submit a ticket. Any option I choose always leads to some useless information and no ability to submit a ticket! For goodness sake please have someone actually contact me!
Oury Ba-MSFT 20,931 Reputation points Microsoft Employee Moderator

2025-04-30T23:33:59.8733333+00:00

JZ Thank you for reaching out.

My understanding is that you have paid for Azure Dev support plan and not seeing the option to create a support ticket in the Azure Portal.

Microsoft Q&A is the first line of support for customers with a Developer Support Plan. Customers with Azure Dev support plan will receive high-quality answers to Azure-related questions on Microsoft Q&A within 8 business hours from Azure engineers.

You can still create support tickets for non-technical issues. The new support plan only affects technical questions, which must be posted on Microsoft Q&A.

We will try our best to help answer your question. That said if there is a need to work 1:1 with you, our engineer will take the conversation forward and escalate the issue internally as needed, so that we can help you in the right direction.

I will appreciate if you can describe what the technical issue is so we can help you further.

Regards,

Oury
JamesZarvis-3811 0 Reputation points

2025-05-01T12:12:12.9833333+00:00

First thank you for this response. It was absolutely frustrating having no communications options, and this for the first time this week opens even a possibility to communicate with someone from Microsoft.

I do not know if my issues are technical or not. You can tell me. They are:

1- The use of the button to create a ticket never under any circumstances produces any ability to actually create a ticket.

2- I have users I need to remove that I cannot as there is no option to remove them. (I am a global admin on the site and I'm the person responsible for it overall).

3- Many years ago this account was created by a CSP we no longer work with. I need to remove their user records and any influence...including special costs we gained from them, from the account.

4-Roughy 6 months ago there was an issue with Azure where we were moved to a new type of azure account. Our server simply stopped working. It took a week to contact any help at Microsoft and then a week for them to rebuild the azure account so it worked for us. Supposedly we received emails warning us about the account change well in advance, however we never received any of those. Maybe the old CSP we no longer work with received them. Regardless soon after the server came back up my login credentials with the username using the domain that matched the site domain no longer worked. Again I had to contact support and several of our users had to change usernames to a separate URL in order to login. I want to restore all usernames to use the primary domain URL, not the onmicrosoft variant. I have no ability to change my own username.

Be well,

JZ
Raja Pothuraju 23,790 Reputation points Microsoft External Staff Moderator

2025-05-05T16:57:52.8733333+00:00

Hello @JZ,

Thank you for providing more details about your issue.

As per my understanding, I see you're trying to remove users from your tenant but are unable to do so, despite having global admin permissions. This issue may occur if the users in question are being synced from your on-premises Active Directory to Azure via Entra Connect Sync.

To verify this, please check whether these users are synced from on-prem AD. You can do this by applying the "On-premises sync enabled == Yes" filter in the All Users section of Microsoft Entra ID. Please refer to the screenshot below for reference.

To better understand your scenario and assist you more effectively, I'd like to connect with you offline. Kindly share your email address and availability via private message so we can schedule a call on Teams.

Answer 1

Hello @JZ,

Thank you for connecting over the call.

As we discussed, your initial concern is that users are being created with the onmicrosoft.com domain instead of your custom domain, and you are also looking to delete two users from your All users list. During the call, we verified that the custom domain you want to use as the suffix for user principal names (UPNs) has already been verified in one of your Entra directories—let’s refer to it as Tenant A.

For more details about verifying custom domains in Microsoft Entra ID directories, please refer to the following documentation: Add a custom domain to Microsoft Entra ID.

User's image

Given this limitation, you would prefer to continue using the custom domain within the same directory without making any changes to its setup.

Since the domain is already in use in Tenant A, you are planning to migrate the database from Tenant B to Tenant A so that all management can be centralized in a single tenant, avoiding the need to maintain multiple tenants.

Regarding the database migration from Tenant B to Tenant A, please find the options below--thanks to Oury Ba-MSFT for sharing this helpful information:

Migrating a Flexible Server from Tenant A to Tenant B with minimal downtime should be possible through two options:

Azure DMS enables online (minimal downtime) migrations between tenants by streaming data continuously from source to target. This is our primary recommendation for most tenant-to-tenant scenarios. Tutorial: Migrate from MySQL to Azure Database for MySQL - Flexible Server online using DMS via the Azure portal - Azure Database Migration Service | Microsoft Learn
As an alternative, you can set up Data-in Replication to replicate data from the source server in Tenant A to a new Flexible Server in Tenant B. This also allows for a low-downtime cutover when you’re ready. Configure Data-In Replication - Azure Database for MySQL - Flexible Server | Microsoft Learn

I hope this information is helpful. Please feel free to reach out if you have any further questions.

Oury Ba-MSFT 20,931 Reputation points Microsoft Employee Moderator

2025-05-06T00:25:21.5033333+00:00

@JZ, Thank you for being patient while we were working on this issue.

Please don't forget to mark as accept answer if te reply above was helpful and do not hesitate to reach out if you have additional queries or need further assistance.

Regards,

Oury
Raja Pothuraju 23,790 Reputation points Microsoft External Staff Moderator

2025-05-07T23:54:56.8033333+00:00

Hello @JamesZarvis-3811,

Following up to see if the above answer was helpful. If this answers your query, do click Accept Answer and Yes for was this answer helpful. And, if you have any further query do let us know.

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Submit a support ticket does not work

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