Unable to create a support request in Partner Center for account verification issue

Question

Hello,

I am facing an issue with my Microsoft Partner Center account verification, but I am also unable to create a support request from Partner Center.

Each time I try to submit the support request, I get the following message:

“An error occurred while creating your support request. Please wait 10 minutes and try again.”

The issue has not been happening for 10 minutes only — it has been happening for about 1 month.

Because of this, I am stuck:

• my account verification issue is still unresolved,

and the normal Partner Center support request flow is also failing.

I would like to know:

Why support request creation is failing for my account,

Whether this is a known Partner Center issue,

And how I can contact Microsoft through an alternative private support channel if the normal support form does not work.

I can provide screenshots and account details privately if needed.

Thank you.Hello,

I am facing an issue with my Microsoft Partner Center account verification, but I am also unable to create a support request from Partner Center.

Each time I try to submit the support request, I get the following message:

“An error occurred while creating your support request. Please wait 10 minutes and try again.”

The issue has not been happening for 10 minutes only — it has been happening for about 1 month.

Because of this, I am stuck:

my account verification issue is still unresolved,

and the normal Partner Center support request flow is also failing.

I would like to know:

Why support request creation is failing for my account,

Whether this is a known Partner Center issue,

And how I can contact Microsoft through an alternative private support channel if the normal support form does not work.

I can provide screenshots and account details privately if needed.

Thank you.

Answer 1

Support requests for Partner Center issues must be created from within Partner Center itself. When that flow fails, the documented alternatives are:

1. Try both available in-product entry points
   • If the AI assistant is enabled for the account:
     1. Sign in to Partner Center.
     2. Select the AI assistant (sparkle) icon in the upper-right corner.
     3. Describe the issue (including that support request creation fails with the 10‑minute error).
     4. At the bottom of the pane, select Contact Support.
     5. Choose problem type, then Review solutions, and if not resolved, select Create support request and submit.
   • If the AI assistant is not enabled:
     1. Sign in to Partner Center.
     2. Select the Help (?) icon in the header.
     3. In Help + support, scroll down and select Contact Support.
     4. Fill in Problem summary, Workspace, and Problem type.
     5. Select Review solutions, then Create support request and Submit.
   If both paths fail with the same error, the problem is with the Partner Center support workflow for the tenant and must be handled by Microsoft support from outside Partner Center.
2. Use the documented escalation path for account verification problems For enrollment and verification issues (including email ownership, identity verification, and account suspension), the guidance is:
   • Go to the Partner Center profile page for the relevant program (MPN/AI Cloud Partner Program, CSP, or Developer) and use Resend verification email where applicable.
   • If verification still fails or the account is suspended and there is no in-product way to proceed, the next step is to create a support ticket using the Partner Center support channel referenced in the verification article. When that channel itself is broken (as in this case), the only supported option is to contact Microsoft support externally (phone or other support entry for the region) and have a support engineer or data protection team open a Partner Center ticket on the tenant’s behalf.
3. Choose the correct support portal based on the scenario
   • For Partner Center account access / CSP partner issues (including being blocked from normal support flows), the documented route is to use Partner Center Help + support. When that fails, partners are directed to Microsoft support via regional contact channels so that a Partner Center ticket can be opened manually.
   • For Marketplace-related Partner Center scenarios, any Partner Center user can create a support request via Partner Center; if that fails, the same escalation via Microsoft support is required. Marketplace support is available in English only and follows Partner Center support hours.
4. Hours and expectations
   • Partner Center support operates during regional business hours (for most regions 9:00–17:00 local time, with specific exceptions for North America, Japan, and Asia). Marketplace support is English-only.
   • For identity-related or lockout-like cases, Microsoft’s data protection processes may be involved; they can verify identity and restore or adjust access when self-service and in-portal support are not working.
5. What this means for the described situation
   • The repeated “wait 10 minutes” error over a month indicates a Partner Center support workflow failure for the tenant, not a transient condition.
   • This is not something that can be fixed from the client side; it requires Microsoft to open or repair a Partner Center support case from outside the normal in-portal flow.
   • The next step is to contact Microsoft support through the regional support phone or equivalent entry point for business/partner issues and explicitly request that a Partner Center support ticket be created for:
     • Partner Center account verification failure, and
     • Inability to create a support request in Partner Center (include the exact error text and timeframe).
   • Once that external ticket is opened, the Partner Center support team can investigate why support request creation is failing for the account and continue with verification troubleshooting.

Screenshots and account details should only be shared directly with Microsoft support through those official channels, not in public forums.

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References:

• Get help and contact support in Partner Center
• Which support portal should I use?
• Support for Microsoft Marketplace program in Partner Center
• Verify your account information when you enroll in a new Partner Center program
• Partner Center Support availability