Troubleshoot sign-in issues and account access problems
Appropriate roles: All Partner Center users
Use this page to troubleshoot sign-in and account access problems.
Note
If you can't sign in to Partner Center, you can create a support ticket without signing in.
If you can't remember your Partner Center password, learn how to reset it.
Solve account access problems
Two-factor authentication problems
If you lost your two-factor authentication program or device, go to the Contact us support page and select the product you need help with.
If the product you need help for isn't listed on the Contact us support page, visit AzureSupport or email the Azure CXP Community Connect team.
Password problems
If you forgot your password, never got a password from your organization, or are locked out of your account, see the suggestions in the following table.
| Scenario | Who can help | Instructions |
|---|---|---|
| You're the only global admin on the account | Azure Data Protection team | Contact the Azure Data Protection team at +1 866-807-5850. Otherwise, contact another global admin in your organization to assist you. |
| Your company doesn't have a global admin | Microsoft 365 Data Protection team | If you're part of 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. Then ask to be granted the global admin role, or ask for help with resetting your password. |
| You're a Microsoft AI Cloud Partner Program partner | Your organization's global admin | You can ask your global admin to create a new password for you, or ask for their help to reset your password. |
| You're a Cloud Solution Provider (CSP) Indirect reseller and need a new password | Your Indirect provider | 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 scenarios apply or you need more help, find the appropriate contact at Support for Business Products.
Reset your password using security information
If you forgot your work or school password or are locked out of your account, you can use your security information and your mobile device to reset your work or school password.
Note
This feature is only available if your global admin enabled it.
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 don't have the expected capabilities related to the Microsoft AI Cloud Partner Program, CSP, or the commercial marketplace, try selecting your work account.
Prevent future lockouts
To help prevent possible future lockouts, you can be proactive by creating an emergency access account (known as a break-glass account) in Microsoft Entra. The break-glass account helps 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. To learn more, see Manage emergency access accounts in Microsoft Entra ID.
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.
- 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.