I'm trying to pay an overdue invoice - contact support

Question

I have been trying to pay an overdue invoice for a subscription as the original payment method was expired. I updated billing details, waiting 24 hours, tried again and keep receiving a message to contract support for assistance.
I tried the number which just directs me to the support site which then directs me back to my admin account for Microsoft. I can't create a support request as all the options direct me back to the 365 page which is just the number.
Does anyone have an email address or solutions for how I can request to have the outstanding invoice paid?

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Answer 1

Hi @Kaysha Wilson 

Thank you for posting your question in the Microsoft Q&A forum. 

It sounds like you've already tried the official support channels and are stuck in a frustrating loop. Unfortunately, Microsoft doesn't offer a direct email address for billing issues, but here are a few steps that might help resolve the payment issue: 

1.Cached sessions can sometimes interfere with payment processing. Try signing in to the Microsoft 365 admin center using a private/incognito window. 
-Go to Billing > Payment methods and confirm the new card is active and set as default. 
-Then, navigate to Billing > Bills & payments > Select the overdue invoice and click Pay your balance. 
-If the payment fails again, take note of any error code that appears, it can help support diagnose the issue.

2.Try submitting a support request in the Microsoft 365 Admin Center a different browser, it often bypasses redirect issues.   

3.If your issue still persists, you may try the Microsoft 365 Admin mobile app. The mobile app often bypasses the redirect problem seen on desktop. 

Download the app (iOS/Android) > Sign in with your admin account > Go to Support > New service request > Type "billing" > Contact Support.   

I hope this helps. 

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Answer 2

I did have a chance to test and it did not work. I am still receiving the error message. I have also tried to log in through the app and it lets me get to the section to contact support but there is only the phone number available which continues to redirect me back to the support link and then hangs up.
So far the phone number is the only option I have available through all options.