Unable to get any response to an Azure support request

Question

Unable to get any response to an Azure support request

Seth Miller 20

I opened a support request on 6/29 to find out why I am unable to create a campaign to enable SMS on a local number in Azure Communication Services. This is on a paid corporate account. I have not gotten any response in over two weeks, despite repeated requests to either reply or escalate the issue. There is no phone number for me to call and I am unable to escalate the support request. How do I get someone to at least acknowledge the ticket and get it to someone that can work on it?

Aditya N 3,890 Reputation points Microsoft External Staff Moderator

2026-07-15T22:11:25.8566667+00:00

Hello @Seth Miller

Thank you for reaching out Microsoft Q&A. I have checked the case number provided. However the subject line is totally different than the one mentioned in this thread. Please confirm whether you're looking for creating a campaign to enable SMS on a local number in Azure Communication Services or issue with regulatory documentation.
Seth Miller 20 Reputation points

2026-07-15T22:16:08.0766667+00:00

Hello @Aditya N

The subject line of the support request is the error message I receive when I try to create a campaign in the regulatory documents application section.

Answer accepted by question author

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Aditya N 3,890 Reputation points Microsoft External Staff Moderator

2026-07-15T22:11:25.8566667+00:00

Hello @Seth Miller

Thank you for reaching out Microsoft Q&A. I have checked the case number provided. However the subject line is totally different than the one mentioned in this thread. Please confirm whether you're looking for creating a campaign to enable SMS on a local number in Azure Communication Services or issue with regulatory documentation.
Seth Miller 20 Reputation points

2026-07-15T22:16:08.0766667+00:00

Hello @Aditya N

The subject line of the support request is the error message I receive when I try to create a campaign in the regulatory documents application section.

Answer 1

Manage the existing request from the Azure portal rather than opening another ACS technical case immediately:

Go to Help + support > All support requests, open the case, and select New message.
Add a short routing clarification: Azure Communication Services > Telephony and SMS > Regulatory Documents > US local number/10DLC campaign registration. Include the exact portal error, UTC timestamp, ACS resource/region, subscription billing country, brand status, campaign type, and a screenshot. This should resolve the subject-versus-description mismatch noted in the comments.
Check that the case is not marked Waiting for customer and that the contact email/phone are correct. Also check junk mail for the case thread.
If your support plan and business impact allow it, use Change severity. If an engineer is already assigned, request the severity change through New message.

Two weeks without acknowledgement is well beyond normal initial-response targets. If the case still receives no response after the update, create a separate support request specifically for help managing an existing support request, and reference the original case number. Azure's support guidance explicitly permits that path.

Avoid creating multiple duplicate ACS technical cases, because that can split the history and routing. Also remove the case number and any subscription/resource identifiers from this public Q&A post; share them only inside the private support case.