Again Not Receiving a Response From Azure Support

Question

I opened an Azure support ticket for a billing issue on 1/26 and it's been 5 weeks without a response. A couple of weeks ago, I replied to the ticket for an update but haven't heard anything.

I work for an MSP and I'm getting really tired of having to wait so long to get help with Azure issues. And from what I've read, having a support contract doesn't seem to help either. Those people are waiting forever too.

Answer 1

For a five-week delay with no response on a billing ticket, the most effective next steps are:

1. Verify and update the existing ticket
   • Sign in to the Azure portal and go to Help + support → All support requests.
   • Open the existing billing ticket and:
     • Confirm its status (for example, Open, Closed, Awaiting your response).
     • If it’s Awaiting your response or similar, add a new communication with a clear summary that you’ve been waiting 5 weeks and need escalation.
     • Use Upload file if you have supporting documents (invoices, screenshots). You can upload up to five files, each up to 5 MB, with allowed extensions and file names under 110 characters.
2. Reopen the ticket if it was closed
   • If the ticket shows as Closed, select Reopen request.
   • Confirm the reopen action and add a note that the original issue is unresolved and there was no effective response.
   • Closed tickets are generally available to view and reopen for about 13 months.
3. Create a new billing support request (billing support is free)
   • If the existing ticket is stuck or not progressing, create a new billing ticket:
     • Go to the Azure portal and create a new support request (billing, subscription management, or cost-related issue).
     • Clearly reference the original ticket ID, the date opened (1/26), and that there has been no response for 5 weeks.
   • As an MSP, ensure the correct subscription is selected (customer vs. partner) and that the account used has the necessary permissions.
4. Use the correct support channel for MSP scenarios
   • As an MSP, support can be escalated through:
     • Standard Azure billing support (free) via the Azure portal.
     • If operating under CSP or other partner programs, use Partner Center support options and, if applicable, paid partner support benefits (Premier Support for Partners, Advanced Support for Partners, or partner cloud support) to escalate unresolved Azure billing issues.
   • For Marketplace-related or complex billing issues, follow the guidance to raise a ticket via Azure help + support or Partner Center’s Get help and contact support flow, depending on how the subscription is transacted.
5. If using the Azure Support REST API
   • For MSPs with automation, the Azure Support REST API can be used to:
     • List and check the status of existing tickets.
     • Add communications or update severity.
   • Ensure the calling identity has the required role (for example, Support Request Contributor for creating/updating, or Reader for listing tickets) and that the subscription has an appropriate support plan if using technical support features.
6. When to escalate vs. open a new ticket
   • If the ticket is Open but inactive: add a new communication and request escalation.
   • If the ticket is Closed without resolution: reopen it, then immediately add details and request escalation.
   • If the portal or ticket workflow is malfunctioning (for example, cannot manage the ticket): create a new support request specifically describing the problem managing the original ticket and include the original ticket ID.

These steps ensure the billing issue is back in an active queue and, as an MSP, allow use of partner support channels to reduce delays.

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References:

• Manage an Azure support request
• Azure Support REST API Reference
• Billing support practices to follow for your customers
• Support for Microsoft Marketplace program in Partner Center
• How to engage with Microsoft Operations
• Technical Guidance & Support Overview
• Find help and open a support ticket for Azure Active Directory B2C