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Fix Missing New Service Request Button in Microsoft 365 Admin Center
Question details
Global administrators are unable to locate the New Service Request button in the Microsoft 365 Admin Center to contact support.
- Product
- Microsoft 365 Admin Center
- Device & OS
- not provided
- Scenario
- Attempting to contact Microsoft support directly from the admin center when the organization's subscription is managed by a partner reseller.
- Observed behavior
- The New Service Request button is entirely missing from the support interface, preventing administrators from opening direct support tickets with Microsoft.
Ensure you are signed in with an account that has Global Administrator privileges and verify your billing section to confirm if a partner reseller manages your licenses.
Contact Your Partner Reseller to Escalate the Request
Because your subscription is managed by a reseller, Microsoft delegates first-line support directly to them.
When an organization purchases Microsoft 365 through a Cloud Solution Provider (CSP) or partner reseller, the partner is responsible for providing direct technical and billing support. As a result, Microsoft removes the direct 'New Service Request' button from your admin center interface.
Go to the Microsoft 365 Admin Center, navigate to Settings in the left menu, and select Partner relationships to find your reseller's contact information.
Reach out to your partner reseller using their designated support channels via phone, email, or their own support portal.
Explain your technical issue to the reseller. If they cannot resolve it directly, request that they escalate the service ticket to Microsoft engineers on your behalf.
Verify Your Administrator Permissions
Ensure your account has the correct administrative roles required to view support options and open tickets.
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Frequently Asked Questions
Why does Microsoft redirect my support request to a partner?
When you purchase Microsoft 365 through a Cloud Solution Provider (CSP), the provider takes responsibility for billing and first-tier technical support in exchange for specialized partner pricing. Microsoft enforces this structure by removing direct support buttons for partner-managed accounts.
Can I remove my partner reseller to contact Microsoft directly?
To get direct support from Microsoft, you would need to transition away from the partner reseller. This involves purchasing a new Microsoft 365 subscription directly from Microsoft and migrating your billing profile and licenses, which may cause temporary administrative overhead.
What if my Microsoft 365 partner is unresponsive to my support needs?
If your partner reseller fails to respond or cannot resolve a critical business outage, you can bypass the admin center interface by reaching out to Microsoft commercial support via phone. You can find the local customer service number for your specific region on the official Microsoft support website.
