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Why Microsoft is Missing from Support Ticket Options in Microsoft 365
Question details
The user is unable to select Microsoft as a support provider when attempting to submit a support ticket in the admin center.
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- Attempting to submit a technical support ticket for a Microsoft 365 issue.
- Observed behavior
- Only the reseller is available in the support options, and Microsoft no longer appears as a provider.
Verify your Microsoft 365 subscription details and have your reseller's contact information or invoice ready before seeking support.
Contact Your CSP Reseller for Support and Escalation
Because your Microsoft 365 subscription was purchased through a reseller, they act as your primary support contact and must escalate issues to Microsoft on your behalf.
When you purchase a Microsoft 365 license through a Cloud Solution Provider (CSP), the licensing agreement delegates first-level technical support to the reseller. This is why the direct Microsoft support option is hidden in your portal.
Log in to the Microsoft 365 Admin Center, navigate to the Support or Billing section, and locate your reseller's contact details.
Contact your reseller via their designated support channel, providing your subscription details and a description of the error.
If the reseller cannot resolve the technical issue, explicitly ask them to open a Microsoft support ticket on your behalf.
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Frequently Asked Questions
Can I bypass my reseller and contact Microsoft support directly?
Generally, no. If you have a CSP license, your reseller is legally obligated to provide first-level support. You must go through them to get an issue escalated to Microsoft.
How do I find out who my Microsoft 365 reseller is?
You can find your reseller's information in the Microsoft 365 Admin Center under the Billing > Your products section, or by checking your original purchase invoice.
What if my reseller is unresponsive or unable to help?
If your reseller is unresponsive, you can reach out to Microsoft's billing and subscription support by phone to report the issue and request an alternative method for technical assistance.
