Unable to open a support ticket

Question

Unable to open a support ticket

ckunkel 1

After entering all the information regarding the problem and clicking Next, a screen shows saying "The solution could not be retrieved at this time. Please try again later or contact the support team." Caught in a catch 22.

ckunkel 1 Reputation point

2026-02-27T07:22:35.6866667+00:00

Thanks. My current user's IAM Role Assignments for the Subscription I'm trying to enter a support ticket for are Contributor, Owner, and User Access Administrator.
The behavior has changed today. Now instead of the "The solution could not be retrieved at this time. Please try again later or contact the support team." screen showing, here's what happens:
The process I'm using to try and create a support ticket is 1) https://azure.microsoft.com/en-us/support/create-ticket 2) Click Create an incident button 3) Authenticate using MS Auth 4) Click "Create a Support Request" link. 5) Enter "Error ID: AADDS109" under "Describe your issue" 6) Select "Microsoft Entra Admin Center" as the service I'm having an issue with and click next 7) Select my Pay-As-You-Go subscription and click Next. 8) Select "Issue with a feature in a specific section \n Monitoring and Health" and click Next. After this, the only options it's now showing me are "Troubleshoot with Copilot", and a list of Support Resources under "Need more help?" (Prioritized support on Microsoft Q&A, Azure documentation, Billing and subscription, and Quickstart center). That's it. No support ticket is being created.
Suchitra Suregaunkar 8,955 Reputation points Microsoft External Staff Moderator

2026-03-05T10:31:04.7033333+00:00

Hello ckunkel

Are you trying to open Billing support ticket or Technical Support ticket?
ckunkel 1 Reputation point

2026-03-05T23:46:23.06+00:00

Technical support

1 answer

Your answer

ckunkel 1 Reputation point

2026-02-27T07:22:35.6866667+00:00

Thanks. My current user's IAM Role Assignments for the Subscription I'm trying to enter a support ticket for are Contributor, Owner, and User Access Administrator.
The behavior has changed today. Now instead of the "The solution could not be retrieved at this time. Please try again later or contact the support team." screen showing, here's what happens:
The process I'm using to try and create a support ticket is 1) https://azure.microsoft.com/en-us/support/create-ticket 2) Click Create an incident button 3) Authenticate using MS Auth 4) Click "Create a Support Request" link. 5) Enter "Error ID: AADDS109" under "Describe your issue" 6) Select "Microsoft Entra Admin Center" as the service I'm having an issue with and click next 7) Select my Pay-As-You-Go subscription and click Next. 8) Select "Issue with a feature in a specific section \n Monitoring and Health" and click Next. After this, the only options it's now showing me are "Troubleshoot with Copilot", and a list of Support Resources under "Need more help?" (Prioritized support on Microsoft Q&A, Azure documentation, Billing and subscription, and Quickstart center). That's it. No support ticket is being created.
Suchitra Suregaunkar 8,955 Reputation points Microsoft External Staff Moderator

2026-03-05T10:31:04.7033333+00:00

Hello ckunkel

Are you trying to open Billing support ticket or Technical Support ticket?
ckunkel 1 Reputation point

2026-03-05T23:46:23.06+00:00

Technical support

Answer 1

Hello ckunkel

Hey, it sounds like you're having trouble opening a support ticket in the Azure portal. The error message indicating "The solution could not be retrieved at this time" can be frustrating. Here are a few things you can check to potentially resolve the issue:

Check Your Permissions: Make sure that you have the necessary permissions to create a support request. You need to have the Owner, Contributor, or Support Request Contributor role, or a custom role with Microsoft.Support/* at the subscription level. If you're trying to submit a request without a subscription, you should be an Admin.

Ensure You Are Signed In: Double-check that you are signed in to the Azure portal with the correct Microsoft account that has access to the corresponding Azure subscription.

Use the Right Subscription: Navigate to the appropriate subscription in the Azure portal before attempting to create your support request. Go to Help + support > New Support Request and ensure that all required fields are entered correctly.

Verify Your Input: Sometimes, the information entered in the support ticket form might be incomplete or incorrect. Ensure that all required fields are filled out accurately.

Try Again Later: If the issue persists, it might be a temporary problem with the Azure portal. Waiting a little while and then trying again can sometimes resolve the issue.

If you're still having trouble after checking these points, you might consider contacting support through alternative means, such as reaching out to Azure Support via Twitter or checking for service disruptions on the Azure Status page.

Hope this helps! If the issue continues, let me know, and we can dig deeper.

Follow-Up Questions:

What permissions do you currently have on the Azure subscription?
Are you using the correct Microsoft account that has access to the Azure subscription?
Have you tried accessing the Azure portal from a different browser or clearing your browser's cache?
Can you provide more details about any specific information you entered into the support ticket form?

References:

Thanks,

Suchitra.

Suchitra Suregaunkar 8,955 Reputation points Microsoft External Staff Moderator

2026-03-09T15:05:03.77+00:00

Hello ckunkel

To open technical support you need to have Standard Plan.
For Developer plan Microsoft Q&A is the option to raise technical support.

Thanks,

Suchitra.

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Unable to open a support ticket

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