Incident Support Purchase Attempt Results in Error

aklak 0 Reputation points
2026-05-04T18:16:25.8966667+00:00

I'm going to https://support.serviceshub.microsoft.com/supportforbusiness/create which redirects me to https://engagehub.microsoft.com/. From there I know I need to purchase a support plan.

When I do so, I click Purchase Plan > Buy Now and a new window opens with the error :

We're unable to complete your request. invalid_request: the provide value for the input parameter 'redirect_uri' is not valid. The expected value is a URI which matches a redirect URI registered for this client application.

I need to submit an incident for a HLK WHCP related item, but because of the above problem I am unable to do so.

Screenshot 2026-04-27 133034.png

Microsoft Partner Center | Other
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  1. AI answer

    2026-05-04T18:16:44.33+00:00

    The error occurs in the paid support purchase flow and blocks creation of a pay-per-incident (PPI) case. Use these steps and checks to work around it and still get an incident opened:

    1. Avoid Microsoft Entra ID (work/school) for PPI
      • Pay-per-incident professional support cannot be purchased when signed in with a Microsoft Entra ID account.
      • Sign out completely from the portal.
      • Sign back in using a Microsoft account (MSA) / personal account (for example, an Outlook.com or other personal email configured as an MSA).
      • Then retry the Purchase paid support / Buy Now flow.
    2. Confirm locale and region before retrying purchase
      • Before signing back in with the MSA, check the locale and browser country/region at the bottom of the page.
      • Ensure the correct locale and region are selected, because they control billing currency and routing of the support request.
    3. Use the Support for Business workflow correctly
      • Go to the Manage Support Requests page and choose + Create a new support request.
      • Step 1: Select the product and version, category, and describe the HLK/WHCP issue.
      • Step 2: Under Tell us about the type of support you need:
        • If no valid support agreement appears, expand Do you need to purchase or expand more support plans?.
        • With an MSA, select Buy Now to purchase a single incident.
    4. If an existing support plan is not shown
      • In Step 2, expand Would you like to see not available support plans? to check for messages such as:
        • “Support plan has expired.”
        • “Support plan has no units available.”
        • “Support plan cannot be used for support on the specified products.”
      • If the product/version is not supported under the plan, select a valid supported product/version or proceed with Buy Now (with an MSA) for paid support.
    5. If the purchase flow still fails
      • Since the error is in the purchase/redirect flow itself, and the context indicates that some issues require direct assistance, use the Services Hub Get Help path to contact Services Hub support about the broken Buy Now experience and request help opening a paid incident for the HLK/WHCP case.

    Following these steps (especially switching from Entra ID to an MSA and then using Buy Now from Step 2 of the support request workflow) is the supported way to purchase a professional support incident and should allow submission of the HLK/WHCP incident even if the original redirect flow was failing.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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