Troubleshoot sign-in issues
Appropriate roles: All Partner Center users
Account access problems
Account access problems are managed differently than other service problems. If you're experiencing account access problems:
- If you're the only global admin on the account and are blocked entirely - to get assistance restoring access, contact the Azure Data Protection team at 866-807-5850. Otherwise contact another global admin in your organization to assist you.
- If you lost your two-factor authentication program or device and can't access your account - contact the support team for the service you're trying to access. Got to the Contact us support page and select the product you need help with.
- If you need to create a support ticket without signing in, because you are having issues signing in to Partner Center - see the article Unable to login to Partner Center.
- If the product you need help for isn't listed on the Contact us support page - other support options include:
Tip
To help prevent possible future lockouts - proactively, you can create an emergency access account (known as a break glass account) in Microsoft Entra (formerly known as Azure AD). The break glass account will help prevent you from being inadvertently locked out of your organization's account in the event you can't sign in using the standard method for any reason. See: Manage emergency access accounts in Microsoft Entra ID.
If you forgot your password, never got a password from your organization, or have been locked out of your account, you can reset it or have it reset for you. Here's how:
- You may be able to reset the password yourself: See Reset your work or school password using security info. This feature is only available if your Global admin has enabled it.
- If you lost or are unable to use your 2FA device: and are unable to log into your account, see Account access problems.
- If you're a Microsoft AI Cloud Partner Program partner, you can ask your Global admin to create a new password for you, or ask for their help to reset your password.
- If your company doesn't have a Global admin and you don't see the option to reset your password:
- If you've been added to the company's tenant, find the support phone number for your region at: Get support - Microsoft 365 admin. Ask to be transferred to the Microsoft 365 Data Protection team to have your password reset.
- If you aren't part of the company's tenant, ask a colleague who was added to the tenant to contact the Microsoft 365 Data Protection team. Ask to be provided with Global admin role and help you with your password reset in the end.
- If you're a Cloud Solution Provider (CSP) Indirect reseller, ask your Indirect provider to create a new Global admin on your Microsoft Entra tenant or create a new password for you using their granular delegated admin privileges.
- If none of these apply or you need more help, find the appropriate contact at Support for Business Products.
Confirm that you're using the correct credentials to sign in
For example, your work and personal accounts might look the same (such as abc@contoso.com), but one could be a personal account that you created and another could be a business account set up on your behalf. In this case, if you're signed in but can't view expected capabilities related to the Microsoft AI Cloud Partner Program, CSP, or the commercial marketplace, try selecting your work account.
Additional reading
What is the Account settings workspace? - Use the Account settings workspace to finish setting up your company's full profile, manage your learning profile, access, programs, file tax exemptions (if appropriate), and more.
Partner Center account setup - Learn how to use Partner Center to manage your company's profile, bank and tax information, roles, permissions, and more.
Create user accounts and assign roles - Every employee must be assigned a role before they can access Partner Center. Learn how to create user accounts, assign roles, and set permissions.
Verify your company profile - Learn how to verify your company details such as primary contact, address, and program information. You can also update your legal and billing addresses.
Deletion of a partner account or partner location - Microsoft partners can request deletion of a Partner Center account or location.
Roles, permissions, and workspace access for users - Learn about roles, permissions, and workspace access in Partner Center. Learn which roles are best for your company's users who manage commercial transactions, referrals, incentives, or Microsoft AI Cloud Partner Program memberships - Account settings workspace.
Pages, capabilities, offers, or benefits aren't appearing in Partner Center - Troubleshoot why Pages, capabilities, offers, or benefits might not be showing in Partner Center.
Get around Partner Center - Use Partner Center to organize your work.