Updating my 365 subscription payment method

Question

Updating my 365 subscription payment method

Richard Hamaty 0

I need to update my credit card for my subscription. I am the admin for my account, and the IT company helped set it up. It is now up for renewal, and I cannot access the menu to update my information. I learned they arranged the purchase through Ingram Micro; in this case, only the original IT company can help, and they haven't responded. What can I do?

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Answer 1

Richard Hamaty 0

Hi,

This is all I know. My brother-in-law let me use his IT company, BCS, to set up my accounts. They no longer handle his company. They won't respond to my emails. When I go to my account, the following is the only information I have.

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Jayden-P 2,680 Reputation points Independent Advisor

2026-09-11T14:47:28.4466667+00:00
Your subscription is showing Purchase channel: Reseller, and the subscription details indicate that the partner is responsible for managing billing settings. This means you may not be able to update the payment method directly.

I recommend the following:

Check Settings > Partner relationships in the Microsoft 365 admin center to see whether there is another active partner associated with the tenant.

If you see the option to open a support ticket, please open one.

If you are unable to create a support request, contact Microsoft Support by phone. Be prepared to confirm that you are a Global Administrator and that the subscription is reseller-managed but the reseller is unresponsive.

Answer 2

Hi @Richard Hamaty

Can you confirm your Microsoft 365 subscription was purchased through a Microsoft partner under the Cloud Solution Provider (CSP) program. If yes, in this model, billing is usually managed by the reseller rather than directly through Microsoft.

If the original IT company is unresponsive, you can try:

Checking whether another contact within that IT company can assist with billing.
Contacting Ingram Micro to see if they can identify the active reseller managing your subscription.

Additionally, are you still able to sign in Admin Center? If yes, when you sign in to the Microsoft 365 admin center, what do you see in Billing > Your products? Does it show that the subscription was purchased through a partner or reseller?

As a final option, if you're unable to reach the original IT provider or anyone managing the subscription, please check whether you have access to Support > Help & Support in the Microsoft 365 admin center and whether you're able to create a support request.

If the support option is available, open a ticket with Microsoft and explain that the subscription is partner-managed and the reseller is unresponsive.

If you do not see an option to create a support request, you can contact Microsoft Support by phone and explain the situation so they can advise on the available options for your tenant and subscription.

Please visit the following page and reach out to phone number via: Customer service phone numbers - Microsoft Support

From what I know, you will need to get past the initial AI system to reach the live support team. You can refer to the guide below for tips on how to get through more easily. For phone support, ensure your phone number is linked to your Microsoft 365 admin profile.

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