How can I pay the outstanding invoices to unlock the billing profile on my main personal account, when the azure Help + support request system will not let me create an Azure Help + support request, as instructed?

Question

Normally, I would not reach out regarding an issue via post. However, I have exhausted all other available means of creating an Azure trouble ticket for this straightforward billing concern. My central question remains:

How can I pay the outstanding invoices to unlock the billing profile on my main personal account, when the azure Help + support request system will not let me create a azure Help + support request, as instructed?

Actions Taken to Resolve the Billing Issue

Throughout the past 2 weeks, I have diligently followed every recommendation provided by Azure's automated billing support system. I carefully worked through all the steps outlined in their checklist, ensuring that each suggested action was completed exactly as instructed by the platform.

Problems Encountered

Problem 1: Unpaid Invoices and Payment Errors

There are two unpaid invoices on my Azure account, with balances of $0.15 and $0.29. Azure does not automatically charge my credit card for amounts under $1. After noticing that my credit card on file had expired, I updated the card information and attempted to pay the outstanding invoices. However, I received an error message stating: "You can't pay this invoice in the portal. Please contact Azure Support for assistance." As a result, I am unable to resolve the outstanding balances directly within the Azure portal.

Problem 2: Inability to Create Support Ticket for Billing

In addition to the payment issue, Azure support does not allow me to create a trouble ticket related to billing. The system provides numerous suggestions regarding roles to check and directs me through various troubleshooting steps. I have completed all recommended tasks and confirmed that I am listed as the account owner with all necessary rights to pay the invoices. Despite having the correct permissions, the support process remains inaccessible for billing concerns.

Subscription Status and Creation Errors

Upon reviewing the subscription services, I discovered that the subscription has been deleted, which appears to be related to the expired card on file. When I attempt to create a new subscription, I encounter an error message: “To create a subscription for this billing profile, view and pay the current invoice.” This message displays the two unpaid invoices ($0.15 and $0.29) that I am unable to pay in the portal, and for which I cannot create a support ticket.

Attempts to Use Alternative Support Options

I have tried to use Copilot in Azure, which directed me to Support+. This resulted in a circular process that ultimately led me back to the Azure trouble ticket system, where I was again unable to create a ticket for the billing issue.

Impact on Training and Certification

The unresolved billing issue is preventing me from accessing Azure subscription services, which I need for my training in preparation for the AZ-500 certification exam.

Central Question

How can I pay the outstanding invoices to unlock the billing profile on my main personal account, when the azure Help + support request system will not let me create an azure Help + support request, as instructed?

Answer 1

Hello Jason K,

The problem is related to an outstanding Azure billing invoice that is preventing you from accessing your Azure billing profile. You’re unable to resolve the issue because the Azure Help + Support request system isn't allowing you to create a support ticket, as instructed, for the billing issue.

Your Azure account’s billing profile may be locked due to Outstanding invoices. This often happens when an unpaid invoice causes the account to be suspended or blocked from further actions.

You can try directly pay your outstanding Invoices:

• Go to Azure portal > Navigate to Cost Management + Billing.
• Look for unpaid invoices and attempt to pay them directly through the portal or via your Microsoft Account.

You can submit a billing request directly to Azure support. Make sure you must provide necessary information if required.

Here are the steps you can follow to create support requests:

• Go to Azure portal > Search for Help + Support or https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview
•  Click on Create a Support Request
• On right-side panel, enter Billing and click Go > select the issue with "Billing" > select your Subscription then click Next.
• Click on the Create support request on top of the panel.
• Select the Issue type as Billing and, select the summary, problem type and problem subtype as below > click on the Next
• Do not click on any recommendation solution/article, instead click on the Return to support request then click Next
• Fill out all the required information and provide a clear description of your issue and click Next
• Review and create as submit the support request

Kindly check the below documentation for more details:

How to create an Azure support request - Azure supportability | Microsoft Learn

Hope this helps! If you encounter any issues, please reach out to us. thanks