Approved nonprofit tenant – Business Basic Grant shows "not eligible to purchase", Billing empty

Question

Approved nonprofit tenant – Business Basic Grant shows "not eligible to purchase", Billing empty

Daniel Brody 0

Our organization ([Moderator note: Personally Identifiable Information removed]) was approved through the Microsoft Nonprofit Hub a few days ago. Since approval:

Billing > Your Products is completely empty (0 items, no subscriptions, no licenses assigned)
Microsoft 365 Business Basic (Grant) is listed in the nonprofit catalog but returns: "Sie sind nicht berechtigt, dieses Produkt zu kaufen" (You are not eligible to purchase this product) when we try to claim it
Only Office 365 E5 (Nonprofit) trials are actually acquirable
Tenant: [Moderator note: Personally Identifiable Information removed]

This matches other reports of approved nonprofits whose Nonprofit Hub eligibility never synced to the tenant's commerce/licensing catalog, e.g. the "Nonprofit Business Basic licenses not available after approval" thread on Microsoft Community Hub and a similar Microsoft Q&A question ("Unable to purchase the Microsoft 365 Business Basic for the Non-Profit").

We've also been unable to reach anyone through the official channels for this specific issue:

The Nonprofit Hub "Contact Us" support-ticket form fails every time with "Something went wrong / There was an error submitting your ticket" - reproducible regardless of message length or content
Both phone numbers listed in the M365 Admin Center for Switzerland return error announcements, not a working line

Could someone from the Microsoft for Nonprofits team confirm whether our tenant's eligibility record has synced to the commerce/licensing catalog, and manually provision the Business Basic Grant if it hasn't?

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Answer 1

Ryan-N 14,590 Microsoft External Staff Moderator

Hi Daniel,

Welcome to the Microsoft Q&A forum.

Based on your description, I understand that you have already tried to contact technical support to verify whether your tenant information has been updated on the backend, but the issue still has not been resolved.

First, I would like to confirm whether you have already created a support ticket through the Microsoft 365 Admin Center.

You can follow these steps:

Step 1: Go to admin.microsoft.com.

Step 2: Select Help & Support.

User's image

Step 3: Enter the title: "Need Nonprofit Support".

Step 4: Click the arrow icon > Contact Support.

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Step 5: Choose the contact method that best suits your situation.

If you are unable to create a ticket using the method above, you can try accessing the link below and contact Microsoft Technical Support directly. I recommend contacting Microsoft Support through the Switzerland support phone number provided on that page.

Contact Microsoft customer support | Microsoft Support

User's image

If you are still unable to reach them, I recommend calling the U.S. support hotline to check whether they can assist with your case.

At the same time, could you please share a screenshot of the process when you attempt to create a ticket through the Admin Center?

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

If the answer is helpful, please click "Yes".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Daniel Brody 0 Reputation points

2026-07-30T17:14:20.4633333+00:00

Hi Ryan, thank you for the quick response.

To confirm: yes, we had already tried creating a ticket exactly via that path (admin.microsoft.com > Help & Support > Contact Support) before posting here. Screenshots attached above showing: (1)

Billing > Your Products with 0 items, no subscriptions, no licenses; (2)

the Business Basic Grant product page returning "Sie sind nicht berechtigt, dieses Produkt zu kaufen" (You are not eligible to purchase this product);

We have also tried four different Switzerland phone numbers now (two from the Nonprofit Hub, two from the general Microsoft support directory) across 8+ attempts total - all return error announcements, not a working line.

Given this pattern, it looks less like a one-off glitch and more like our tenant's nonprofit eligibility record not being synced into the commerce/licensing catalog on the backend - which may also explain why the ticket-creation flow itself keeps failing, if it depends on that same tenant/eligibility state.

Since you have Microsoft staff visibility: would it be possible for you to check on the backend whether our Nonprofit Hub approval has synced to the M365 commerce catalog for our tenant, and manually trigger the Business Basic Grant provisioning if it has not? Happy to share the tenant domain with you directly/privately if that helps you look it up, rather than posting it publicly here.

Thank you again for looking into this.
Ryan-N 14,590 Reputation points Microsoft External Staff Moderator

2026-07-30T17:23:08.3666667+00:00

Hi Daniel,

Thank you for your response.

First, I would like to clarify that moderators on this forum are not able to directly access or verify your information within the system. Such information can only be accessed and validated by the appropriate support teams.

May I ask whether you have successfully created a support ticket? If so, could you please share the ticket ID with me? I will be happy to help contact the agent handling your case and follow up on its progress.

I look forward to hearing back from you. Thank you!
Daniel Brody 0 Reputation points

2026-07-30T18:19:25.0966667+00:00

Hey Yes i did!

ticket
Ryan-N 14,590 Reputation points Microsoft External Staff Moderator

2026-07-30T18:35:38.7066667+00:00

Hi Daniel,

Based on the ticket you provided, I can see that this is a ticket associated with a Personal account.

Please provide the ticket ID for your Business account.

Step 1: Go to admin.microsoft.com.

Step 2: Select Support > View service requests.

There, you will be able to see your ticket ID.
Daniel Brody 0 Reputation points

2026-07-30T19:47:19.88+00:00

Hi Ryan-N,

Thanks for looking into this. I checked admin.microsoft.com > Support > View service requests for our Business/Work account () and there is currently no ticket on file there — the "ticket" I referenced earlier must have been created through a personal account, not this one.

I also tried creating a new service request directly through the Business account's Support panel, but for our region the only option offered is a phone number — there's no text/email submission form available at all. Both phone numbers listed there (0800 000 300 and 022 76 141 14) are currently unreachable (recorded error message, not busy/no answer).

Since I'm unable to generate a valid Business-account ticket ID through the available self-service channels, could you please escalate this directly using the details I already provided (tenant ID, approval email, and the four screenshots above)? This appears to match a broader pattern also reported in Community Hub thread 4513332 and Q&A question 5864772.

Happy to provide any additional information needed.

Thanks, Daniel
Ryan-N 14,590 Reputation points Microsoft External Staff Moderator

2026-07-30T19:53:17.6566667+00:00

Hi Daniel,

Thank you for your response.

This forum is a community where users share information and help one another. Therefore, I am unable to directly escalate your issue to a higher-level support team.

Please contact one of the two phone numbers below and let me know whether you were able to successfully connect with the support team. I look forward to hearing back from you.
Ryan-N 14,590 Reputation points Microsoft External Staff Moderator

2026-07-31T19:34:58.42+00:00

Hi Daniel,

I hope everything is going well on your end.

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

I want to ensure everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process. I look forward to hearing from you soon.

Warm regards,