Unable to create Azure Free or Pay-As-You-Go subscription with existing Microsoft account

Michal Vaněk 0 Reputation points
2026-09-02T20:50:41.9466667+00:00

I am unable to create any Azure subscription using my existing personal Microsoft (Live) account.

Both Azure Free and Pay-As-You-Go fail after Step 2 with the message: “You are not eligible for an Azure subscription.”

I have already checked the Azure Portal:

  • I have no existing Azure subscriptions.
  • No additional directories/tenants are available.
  • I use this Microsoft account normally for other paid Microsoft services.
  • The contact information used for Azure signup matches my existing Microsoft account/billing information.

I also cannot create an Azure support request through the Azure Portal, because the Support Portal fails with: AADSTS16000, while my account is in the Microsoft Services tenant.

The same problem occurs with both Free and Pay-As-You-Go, and the failure happens before I am asked for payment card details.

What is the correct way to proceed in this situation?

Is this likely to be an Azure account/tenant provisioning issue with an existing personal Microsoft account, and if so, how can I get the account provisioned or reach the appropriate Azure subscription/billing support team when the Azure Support Portal itself is inaccessible?

I would prefer to continue using my existing Microsoft account rather than create a separate account only for Azure.

Azure Cloud Services
Azure Cloud Services

An Azure platform as a service offer that is used to deploy web and cloud applications.

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  1. kagiyama yutaka 5,165 Reputation points
    2026-09-04T03:51:48.1+00:00

    I think ur MSA is getting stopped at the pre‑subscription check. Sign out once, open an incognito window, go to azure.microsoft.com, and try Free or PAYG again. If it still refuses, call Azure customer support and ask for a subscription‑creation case — the UI can’t fix this part.

    Also check whether your MSA is routed through the Microsoft Services tenant. That routing can mess with portal access.

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  2. Marcin Policht 105.8K Reputation points MVP Volunteer Moderator
    2026-09-02T21:17:48.0866667+00:00

    Refer to https://learn.microsoft.com/en-us/answers/questions/5986152/unable-to-access-old-azure-tenant-due-to-aadsts160

    AADSTS16000 means your personal account is being routed to a tenant where it no longer exists; it does not confirm that the Azure billing relationship was deleted.

    Because you cannot access the portal, Microsoft’s official guidance is to call the Azure customer-service number for your region and request an Azure Billing and Subscription Management case. Ask the agent to trace the billing account using your Microsoft account address, previous consumer-support cases, transaction history, and the card’s last four digits. Any active subscription, pending charge, or unpaid balance must be resolved before the card can be detached.

    If the above response helps answer your question, remember to "Accept Answer" so that others in the community facing similar issues can easily find the solution. Your contribution is highly appreciated.

    hth

    Marcin

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