On login to newly created subscription, informed "We couldn't load your credit info"

Patrick Barton 20 Reputation points
2026-07-17T21:53:49.44+00:00

May be related: I added a new credit card when prompted. Old credit card was not removed. Cannot find a way to access credit information to verify or correct.

Sorry there was no tag to address setting up a new subscription itself.

Cost Management
Cost Management

A Microsoft offering that enables tracking of cloud usage and expenditures for Azure and other cloud providers.

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AI answer

2026-07-17T21:54:28.5766667+00:00

If the portal shows "We couldn't load your credit info" on a newly created Azure subscription, use this path:

  1. Sign in to the Azure portal with the account administrator account for the subscription.
  2. Go to Cost Management + Billing.
  3. Select the subscription.
  4. Open Payment methods.
  5. If needed, add a new card with Add payment method and enter the card details.
  6. To make the new card active, select Make this my default payment method.

Important points:

  • For Microsoft Online Subscription Program (pay-as-you-go) accounts, only the Account owner can manage the payment instrument.
  • If multiple subscriptions use the same active payment method, changing the default payment method on one can also update the others.
  • Azure does not support virtual or prepaid cards.
  • If the old card is still attached, Azure does not allow removing a card from an active subscription. A new card must first be added and associated with the subscription before the old one can be deleted.
  • If deletion still fails, check for an outstanding balance, because Azure blocks payment method deletion until the balance is cleared.

If the payment page does not load correctly or saving changes fails:

  1. Sign out of all active Azure sessions.
  2. Start an InPrivate browser session.
  3. Sign in again and retry the payment method update.
  4. If needed, refresh the browser, try another browser, or clear cached cookies.

If the issue started during sign-up or the subscription is very new, also verify:

  • The billing address on the card matches the bank records exactly.
  • The card is enabled for international transactions.
  • The card is active and not blocked by the bank.

If the portal still cannot load or update the credit information, create a billing support request.

References:

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