Can not create support request despite Standard support plan

Question

Currently, we can not create dedicated support request and have to use Q&A. We are on a standard support plan, which offers Unlimited contacts / unlimited cases and <1-4 hours response on critical and medium business impact, yet when we try to create support request in https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview, we get some predefined recommendations and are getting redirected to Microsoft Learn Q&A with no support request being created.

Answer 1

Hello @Ruslan Mammadov ,

Hey Ruslan, it sounds like you’re on a Standard support plan but the portal is only showing self-help Q&A articles instead of letting you file a ticket. Here are the most common reasons and what you can check or correct:

1. Permissions on the subscription
   • You need to be one of these roles at the subscription level: Owner, Contributor, or Support Request Contributor.
   • If you don’t have one of those, ask your subscription admin to grant it.
2. Support plan not linked to that subscription
   • Go to Help + Support > Support plans > Link support benefits and enter your Access ID & Contract ID.
   • After linking, refresh the portal and you should see “Create a support request” instead of only Q&A.
3. Promotional Standard-plan offer expired
   • If you got Standard support as part of an EA/EES/SCE promotional offer, note that promotion ended June 30, 2024.
   • After that date you must purchase a paid support plan (Standard or Pro-Direct) via your EA reseller or the portal.
4. Wrong portal or cloud environment
   • Make sure you’re using the commercial portal (portal.azure.com) if your subscription is in the public cloud.
   • Government clouds use portal.azure.us, China clouds use portal.azure.cn, etc.
5. Temporary portal or service issue
   • Check https://azure.status.microsoft/en-us/status to confirm there are no ongoing outages in the Help + Support blade.
   • Clear your browser cache or try an InPrivate/Incognito session.

What you can try right now

1. Verify you see “Create a support request” under Help + Support rather than just “Q&A.”
2. Check Help + Support > Support plans and link your benefit if you haven’t already.
3. Confirm that your support plan is still in effect (especially if it was the free promo plan from EA).
4. Ensure you have Owner/Contributor/Support Request Contributor on the subscription you’re raising the request against.

Follow-Up Questions

• What type of enrollment is your subscription under (Enterprise Agreement, Microsoft Customer Agreement, CSP, etc.)?

• Do you see your Access ID and Contract ID under Help + Support > Support plans?

• Has your Standard support plan ever shown up there, or was it never linked?

• Can you confirm your Azure role on that subscription? (Owner/Contributor/Support Request Contributor?)

• When did you sign or renew your agreement and start the Standard-plan promotion?

Hope this helps point you in the right direction! Let me know your answers and we can dig deeper.

—

Reference documentation

1. Create an Azure support request: https://learn.microsoft.com/azure/azure-portal/supportability/how-to-create-azure-support-request
2. Permissions to create a support request: https://learn.microsoft.com/azure/role-based-access-control/built-in-roles#support-request-contributor
3. EA support promo details (ended 30 June 2024): https://azure.microsoft.com/pricing/offers/enterprise-agreement-support
4. Link support benefits (Access ID/Contract ID): Help + Support > Support plans in the portal

Note: This content was drafted with the help of an AI system. Please verify the information before relying on it for decision-making.

Answer 2

Where? i do not see "Create a support request" anywhere after it gave me recommendations.

Answer 3

The behavior is expected when the portal is still keeping you in the self‑help flow; the support request is only created after explicitly moving past the recommendations and completing all required steps of the request form.

To ensure a technical support ticket is actually created with a Standard support plan:

1. In the Azure portal, open Help + support from the global header.
2. Describe the issue and follow the prompts. The portal will first try to resolve the problem with automated checks and documentation.
3. When none of the proposed solutions resolve the issue, explicitly select Create a support request. This step is required; otherwise, only recommendations and Q&A redirection are shown and no ticket is opened.
4. Complete the support request wizard:
   • Select the affected service/resource and problem type.
   • Fill in Problem details (when it started, steps to reproduce, etc.).
   • Choose whether to allow Advanced diagnostic information collection.
   • In Support method, select the Support plan (Standard) and choose the appropriate Severity level.
5. Continue through the wizard until the final Contact details step and submit. Only after submission is the case created and visible under Help + support.

If the flow appears to loop back to recommendations instead of showing the full request form, use the Return to support request option (if shown) to get back to the ticket creation steps and complete the missing details. This avoids being stuck in the self‑help/Q&A loop without an actual case being opened.

If you still cannot reach the full request form despite having a Standard plan, the next step is to use the general business support entry point and start from there to create a support request under your organization’s support plan.

---

References:

• Create an Azure support request
• Create an Azure support request for an Enterprise Agreement issue
• Get Support
• Support for business
• Support and troubleshooting for Azure VMs
• Accidentally Deleted Resource Group - Microsoft Q&A
• Can't find the subscription - Microsoft Q&A