Can't buy my first Microsoft 365 subscription - stuck - no way to contact support - so disappointed

Question

Anyone seen this before?

I'm setting up a brand new Microsoft 365 tenant. My domain is verified, billing account is active, and I'm Global Admin.

Both the Business Basic trial and paid purchase fail with:

"Refresh the page and try again. Something went wrong, and we couldn't complete this order."

I've tried different browsers, Incognito, etc. Same result every time.

The frustrating part is I can't even open a support ticket because I don't have an active subscription yet.

Latest CV: [Moderator note: Personally Identifiable Information removed]

Is this a commerce/provisioning issue on Microsoft's side? Anyone know a workaround or how to actually reach support?

Answer 1

Hi Analyst, 

I’m very sorry you’re going through this experience, especially while setting up a brand-new Microsoft 365 tenant. I appreciate you sharing the details, including the error message, the troubleshooting steps you have already tried, and the latest CV value. 

Before we go any further, I’d like to gently clarify that this is a user to user support forum. I’m not part of the Microsoft billing team, so I don’t have the ability to directly cancel subscriptions or intervene on billing matters. That said, I truly hope I can help review your situation, offer some guidance, and support you in finding the right next steps as best as possible.  

Based on the information provided, this does not appear to be a browser, cache, or permission-related issue, since you have already tested with different browsers, Incognito mode, and you are using a Global Admin account. Because both the Business Basic trial and the paid purchase are failing with the same message, this may be related to Microsoft commerce, billing, or provisioning on the backend side for the tenant. 

As a workaround, you may try the following options: 

1/ Try purchasing through a different purchase flow 

• Please go directly to the Microsoft 365 Business Plans and Pricing page 
• From there, sign in with the same tenant/global admin account and try purchasing the Microsoft 365 Business Basic subscription again. 

Before retrying, I also recommend checking the following: 

• Confirm that the country/region on the billing account matches the country/region of the payment method. 
• Try using a different card or payment method, if available. 
• If the tenant has multiple Global Admins, try completing the purchase using another Global Admin account. 
• If the tenant or billing profile was newly created, wait up to 24 hours and try again, as some backend provisioning or billing readiness checks may take time to complete. 

2/ Purchase through a CSP/Partner 

Another option is to purchase the license through a Microsoft Cloud Solution Provider (CSP) or Microsoft Partner: 

• You may check with authorized Microsoft partners in your region, such as Ingram Micro, TD SYNNEX, Pax8, Crayon, Sherweb, or any local Microsoft reseller that supports Microsoft 365 CSP licensing. 
• A CSP may be able to provision the license directly into your existing tenant through Partner Center. In some cases, this can bypass issues that occur in the direct Microsoft commerce purchase flow. 
• Once the license is successfully added to the tenant, you should have an active subscription, which may also allow you to open a support ticket from the Microsoft 365 Admin Center if further assistance is required. 

3/ Contact Microsoft Customer Support 

• If the issue persists, you may contact Microsoft Support directly using the link below. Availability of support options may vary depending on your region: Contact Microsoft Customer Support 

When contacting support, I recommend providing the following information: 

• Tenant ID 
• Primary domain 
• Exact error message 
• CV 
• Approximate date and time of the failed purchase attempt, including timezone 
• Screenshot of the error 
• Product attempted: Microsoft 365 Business Basic trial and paid purchase 

I hope one of the above options helps move this forward, and I hope the issue gets resolved soon. 

Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.   

Thank you again for your patience and understanding.  

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