Contact volume licensing support

Note

This article describes how to contact support for volume licensing (VL) customers only. If you're not a VL customer, see Get support - Microsoft 365 admin | Microsoft Learn.

Submit a volume licensing support request in the Microsoft 365 admin center

The best way to submit a VL support request is in the Microsoft 365 admin center.

  1. Go to Microsoft 365 admin center > Volume Licensing > Help & Support.
  2. Mention "Volume Licensing" in the title to help direct the request appropriately.
  3. Be sure to specify the VL agreement number or licensing ID your issue relates to.

Volume Licensing Support will respond via phone or email within 24 local business hours to resolve the issue.

Alternative option: Submit a volume licensing support request in the Engage Center

If you can't access the Microsoft 365 admin center, you can use the Engage Center to submit a VL support request.

  1. Go to the volume licensing online support request page in the Engage Center and sign in with your Microsoft Entra ID. Ideally, this Entra ID is the same one you use to manage VL contracts.
  2. From the Product drop-down list, select your agreement type. For example, Enterprise Agreement. If you don't know your agreement type, choose any option.
  3. From the Problem Type list, select the category that most closely matches your issue.
  4. Select Create a support request and enter a very brief summary to appear as the header of your support case.
  5. In Additional Details, be sure to include the agreement number your issue relates to.
  6. Select File Upload to attach screenshots of any error messages or technical issues.
  7. For Type of Support, VL support defaults to No Charge Professional Support.
  8. Review your Contact Information, and your preferences as to whether we contact you by phone or by email.
  9. Add any other contacts you want to receive correspondence for this support request. The contacts are listed underneath the input box.
  10. Select Next.
  11. To edit any information, select Previous. Otherwise, select Submit.
  12. Your request ID (case number) is displayed and you receive a confirmation email from support@mail.support.microsoft.com. You might need to check your junk folder.

Volume Licensing Support will respond via phone or email within 24 local business hours to resolve the issue.

You can check your case status by selecting Support Requests in the Engage Center navigation bar.

Description of volume licensing support

Volume licensing support is available in the following languages:

  • English
  • French
  • German
  • Italian
  • Portuguese
  • Spanish
  • Mandarin
  • Japanese
  • Korean

Support is provided during local business hours, 9AM - 6PM, based on the country location and language specified during case submission.

While volume licensing support cases must be started online, our team can contact you by phone to help resolve your issue.

Scope covers volume licensing administrator access to, and navigation of, volume licensing features in the Microsoft 365 admin center.

Customers should contact their Microsoft partner or seller for questions relating to invoices, order accuracy or adjustment, or for advice on licensing solutions.

The volume licensing team provides technical product support. For Unified / Premier support, create a case online in the Engage Center.

Important

To improve security and optimize for AI-based enhancements, it is no longer possible to create a volume licensing support request by phone, except for Japanese. The phone number for Japanese volume licensing support will be discontinued in early August 2026.

  • Recent pilots of this approach in several locations makes us confident we can deliver a high-quality support experience in a timely manner, with information provided in online submissions reducing the amount of time spent verifying user information and accelerating the process of identifying solutions.

Japan

Customers who want to create a volume licensing support request in Japanese can submit their case online or contact volume licensing support by phone.

  • 0120-737-565 (Toll Free) 日本語
  • 09:00 - 17:30 (土日、祝日を除く)

Important

This phone number will be discontinued in early August 2026. After August 2026, customers who want to create a request for Japanese volume licensing support must submit a case online.

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