Professional Support (pay-per-incident) support plans are not available for Azure Active Directory accounts

Applies to: Partner

When you sign-in to the new Online Assisted Support (OAS) workflow using an Azure Active Directory account, the paid support plans cannot be used.

Screenshot of a highlighted notification reading Microsoft Professional Support plans are not available.


Sign out of your Azure Active Directory (AAD) account and use a Microsoft Account (MSA) / personal account (e.g., Xbox live Sign-in, your home Windows 10 sign-in (non-domain account)). Non-Microsoft email can also be used as an MSA (e.g. Gmail or iCloud) without requiring you to create a new email address.

  1. Please copy your previous description to reuse later
  2. Sign out of your Azure Active Directory (AAD) account
  3. Look at the URL or scroll to the end of the page and view the browser country/region. Please check you have selected the correct locale and browser country/region because this controls the currency and routing of your support request. eg the en-us locale and browser country/region English (United States) will bill in US$ and route the support request to English speaking teams working US business hours and days.
  4. Sign-in with a Microsoft Account (MSA) / personal account (e.g.
  5. Reselect the product information and paste in your previous description
  6. Expand Add or purchase a support plan and the select Buy Now to purchase a professional support incident.
    Note: The 5-pack is not available in all regions.

More information on MSA and AAD accounts

Microsoft account (also called, MSA)
Personal accounts that provide access to your consumer-oriented Microsoft products and cloud services, such as Outlook, OneDrive, Xbox LIVE, or Office 365. Your Microsoft account is created and stored in the Microsoft consumer identity account system that's run by Microsoft.

Azure AD account
An identity created through Azure AD or another Microsoft cloud service, such as Office 365. Identities are stored in Azure AD and accessible to your organization's cloud service subscriptions. This account is also sometimes called a Work or school account.

What is Azure Active Directory?

More information on using Support agreements

Your support agreement may have expired, all the incidents have been used or the support agreement cannot be used for the specific product version you selected.

Support agreements for loyalty programs such as Microsoft Partner Network (MPN) or Visual Studio support a limited range of product versions. Click the Buy Now button to get support for a wide range of product versions, including product versions in mainstream and extended support. If you don’t see the Buy Now button, sign in using an MSA account (Buy Now does not work for AAD sign-in).

“Would you like to see unavailable support plans?” is where you can see error messages for associated support plans (e.g. Support plan has expired, Support plan has no units available), Support plan cannot be used for support on the specified products. If you add the same support agreement more than once you will see the error message “The agreement is already registered.” and you should review error messages.

Screenshot of the Would you like to see unavailable support plans section, with error notifications being highlighted.

MPN partners

Signature Cloud Support can only be used for Cloud products and the support agreement is not required for Office 365 products.

Partner support 20pack, 15pack, 10pack core benefits follow the N-1 support policy, and can only be used for on-premises products and hybrid solutions. The N-1 support policy enables only the newer on-premises products (cloud product support is not changed). N-1 includes the current product (N) and the previous product version (N-1), and only for products in Mainstream Support. Older (N-2) products and any product where Mainstream Support has ended, are not available for support incident creation.

See MPN Partner support N-1 policy for on-premises product

Contact Microsoft Partner Support

Are you a Microsoft Partner and need help from Microsoft Support? Get support from Microsoft’s own experts. They can help with partner program issues, presales assistance, issues with Microsoft products, billing questions, and more. Start here to view your Microsoft support options.