How to use Skype dial pad without message error about address

Question

Here’s a clear message you can send to Microsoft Support.

Hello,

I’m trying to use the Skype dial pad in Microsoft Teams with my existing Skype Credit, but I’m unable to make any calls.

For about a month, Teams has been asking me to update my address. Every time I try, I receive an error message, so the address update never completes. As a result, I cannot access the dial pad or use my Skype Credit.

This issue has been ongoing for over a month, and I urgently need to make important phone calls. I’ve already tried multiple times without success.

Could you please investigate this issue and help me resolve it as soon as possible? If necessary, I can provide screenshots of the error message and my account details.

Thank you for your prompt assistance.

Answer 1

Hi @Fred S

From your description, the problem does not appear to be with the Teams client itself. The issue seems to be that Microsoft is requiring an address update for your account, but the update process is failing. Because the address cannot be validated, the calling service remains restricted, preventing access to the dial pad and the use of your Skype Credit.

Could you please provide the exact error message (or a screenshot) that you receive when attempting to update your address?

Also, can you confirm whether you're using:

A personal Microsoft account (Outlook.com, Hotmail.com, Live.com, Skype account), or

A work/school account managed by your organization's Microsoft 365 administrator?

Are you seeing this message?

If yes, you can try this:

1. Open an Incognito/InPrivate browser window.
2. Sign in to account.microsoft.com.
3. Go to Your info and verify that a Language is selected. Save if needed.
4. Edit your Country/Region, temporarily change it to another country, and save.
5. Change it back to your correct country, re-enter your billing address, and save again.

Additionally, I want to let you know that this is a user-to-user forum, we do not have access to account, billing, or backend provisioning systems to investigate the error. If you'd like to open a support ticket, I recommend contacting your IT administrator and asking them to open a support ticket with Microsoft.

When opening the support request, include screenshots of the error, the affected account, and details about your Skype Credit so Microsoft can review the account configuration and address validation process on the backend.