Unable to update Azure account contact information - Stuck on signup

Question

We're trying to sign up for Azure but our account has contact information (email and phone) associated with a former third-party vendor that we no longer work with. We are unable to update or remove this information through the portal.

We've had an open support ticket with no response.

Has anyone dealt with this? Is there a way to remove stale contact info tied to an old vendor account so we can proceed with Azure signup under our primary admin account?

Any help appreciated. The lack of support response on Basic plan is frustrating.

Answer 1

Hello DCM Admin

Hey there! Sounds like you’re stuck in the Azure sign-up flow because the “About you” section is pre-populating an old vendor’s email/phone from your Microsoft account, and the portal won’t let you override it. Here’s what you can try:

1. Clean up your Microsoft Account profile

• Go to https://account.microsoft.com and sign in with the same Microsoft account you’re using to sign up for Azure.
  • Under Your info → Edit personal info, remove the old vendor phone number and email alias, then add your primary contact details.
    • Save and sign out.
    Clear your browser cache (or open an InPrivate/Incognito window)
• This ensures the Azure sign-up page reloads with the updated Microsoft account info.

2. Re-run the Azure sign-up

• Go to https://azure.microsoft.com/free (or portal.azure.com/#create/Microsoft.CostManagement+Billing) and start the sign-up again.
• The “About you” fields should now let you enter your own email and phone.
• If the stale info still persists, open a free Billing support request
  • In the Azure portal (even on a Basic plan), go to Help + support → New support request.
  • For Issue type select Billing, then explain: “I can’t update/remove stale contact info in the Azure sign-up wizard.”
  • The billing team can manually clear or update the contact profile so you can finish sign-up.

Hope that gets you unstuck! If you’re still seeing the old contact info after these steps, let me know:

• Are you signing up with a personal Microsoft account (MSA) or through an existing work/school (Entra ID) account?

• Which exact page/step is locking down the phone/email fields? A screenshot or error message would help nail it down.

• What browser are you using (and have you tried InPrivate/incognito)?

Reference docs:

• Troubleshoot Azure sign-up issues: https://docs.microsoft.com/azure/cost-management-billing/manage/troubleshoot-azure-sign-up

• Update your Microsoft Account profile: https://account.microsoft.com

• Change contact email/phone on an Azure billing account: https://learn.microsoft.com/azure/cost-management-billing/manage/change-azure-account-profile#change-the-contact-email-address

Thanks,

Suchitra.

Answer 2

Azure sign-up and billing contact details are managed separately from the sign-in identity, and some fields can’t be changed directly once tied to an account. The supported options are:

1. Verify and correct Azure profile details before sign-up

• Ensure the Azure profile information (contact email, address, phone) is correct before completing sign-up, as described in the sign-up guidance. If the profile still shows the old vendor’s details, those must be updated through the billing/contact information flows below.

2. Change the contact email address for the billing account If the issue is with the contact email used for service and marketing communications (not the sign-in identity):

• If the billing account is MOSP (pay-as-you-go via Microsoft Online Services Program): follow the “Update an MOSP billing account sold-to address” process and choose Update contact info in the last step, then enter the new contact email.
• Or, in the Azure portal:
  • Go to the Contact information blade and enter the new contact email address; or
  • Select the profile icon (initials/picture) → context menu (…) → My Contact Information, then update the email address and save. These changes update where Azure sends service/marketing emails but do not change the sign-in account itself.

3. Understand what can’t be changed directly (sign-in email) If the old vendor’s identity is actually the sign-in account (the Microsoft account or Entra ID user used to access Azure):

• The email address used to sign in can’t be updated directly.
• For an MOSP billing account, the supported workaround is:
  • Sign up for a new Azure account using the correct primary admin email.
  • Transfer ownership of the existing subscriptions from the old vendor account to the new account.
• For an MCA billing account, grant the new primary admin account the necessary permissions on the billing account instead of trying to change the sign-in email.

4. If sign-up is blocked by stale profile data The sign-up troubleshooting guidance emphasizes that profile contact email, address, and phone must be valid and correct. If the old vendor’s phone/email are invalid and block verification:

• Correct the Azure profile information (contact email, address, phone) first, using the contact information options above.
• If the sign-in identity itself is the vendor’s account and cannot be changed, create a new account with the correct admin identity and proceed with sign-up there, then move subscriptions/permissions as described.

5. Escalation when support is unresponsive If a support ticket is already open and unresponsive, the documented escalation paths are:

• Use Azure forums and @AzureSupport for additional visibility.
• If a support plan exists, open or update a support request from the Azure portal’s Help + support blade, referencing the existing ticket.

In practice, removing the old vendor from the flow usually means either:

• Updating the billing contact information (email/phone) to the organization’s details, or
• Moving subscriptions and billing ownership from the vendor’s sign-in identity to a new primary admin account, because the sign-in email itself cannot be edited.

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References:

• Change contact information for an Azure billing account
• Troubleshoot issues when you sign up for a new account in the Azure portal