Global Administrator cannot create Microsoft support request

Susan Sentesy 0 Reputation points
2026-09-08T21:19:34.0166667+00:00

I am the Global Administrator for a Microsoft 365 tenant and have a subscription purchased directly from Microsoft.

Microsoft's documentation states that customers with at least one subscription purchased directly from Microsoft can access Microsoft Support through the Microsoft 365 Admin Center. However, my Admin Center provides only View Service Requests and does not provide New Service Request.

The Help & Support assistant does not provide a Contact Support option for my issue. Instead, it sends me to the Canadian Microsoft phone number, which I have already called multiple times without resolution.

I need Microsoft Billing to resolve a missing invoice for a paid annual Exchange Online purchase, but I cannot create the support case that Microsoft's documentation says I should be able to create.

How can a Global Administrator with a direct-paid Microsoft 365 subscription have Microsoft open a support case when the tenant does not provide the New Service Request or Contact Support option?

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Hendrix 990 Reputation points Independent Advisor
    2026-09-08T21:49:47.9+00:00

    Hi Susan,

    To create a support case, please follow these steps:

    User's image

    • Turn off the Support Assistant toggle at the top of the support pane.

    User's image

    • Use the keyword "Support" to quickly bypass automated suggestions > select Contact Support and choose your contact method (Phone or Email)

    User's image

    • In the ticket description, provide detailed information about the issue. Also update the title to the issue you're experiencing (Billing Inquiry, Teams app issue, etc.) so the ticket will be routed to the correct support team.
    • You can also share preferred contact times that may help the support team handle the case more efficiently.

    User's image

    Hope this information is useful. Should you have any further questions, please feel free to share them in the comment below. I'm very happy to help.

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  4. Susan Sentesy 0 Reputation points
    2026-09-09T18:44:05.4466667+00:00

    When I click on Contact Support, it gives me the message "Your Microsoft 365 account is purchased through a partner. If you do not see your partner or to update partner list please visit this link." But I purchased Exchange Online directly from Microsoft, not through a partner.

    I previously had Outlook 365 service from my web host, Bluehost, whose CSP partnership ended on Aug. 29th. Because I'm in Canada, I was forced to purchase Outlook directly from Microsoft.

    When I look up the Partner Relationships in the Admin Center, it now tells me that there is a partnership with Netfirms. I suspect that this reseller may be related to the transition process. There are 2 GDAP records: one expires Dec. 2026 and the other expires July 2028. I hesitate to remove them until I'm sure what they are there for.

    However, because this partnership still exists, I am prevented from getting any direct support from Microsoft.

    All I really need is to talk to a real person at Microsoft, but all I get are endless AI loops on the chatbot or on the phone. My problem is that I have not received an invoice for my purchase which was dated Aug. 29th. I need the invoice to get reimbursed by my organization for this purchase.

    It's such a simple request and I can't get help anywhere.

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