General Interest

Frequently asked questions about Microsoft Dynamics CRM Online billing

Billing Support agents for Microsoft Dynamics CRM often hear similar questions from our customers. To help you get back to work as quickly as possible, we put together this list of the most frequently asked questions.

Note
This article includes instructions for users who’ve subscribed through Microsoft Dynamics CRM and also for users who’ve subscribed through Microsoft Office 365 (Microsoft Online Portal).

On This Page

Know when to contact Billing Support

Contact Microsoft Dynamics CRM Online Billing Support

Manage my subscription

Purchase Microsoft Dynamics CRM Online through volume licensing

Convert my trial subscription to a paid subscription

Resolve a credit card billing issue

Update my credit card information

Answer a question about my bill

Extend my free 30-day trial

Migrate from Microsoft Dynamics CRM Online to the on-premises version of Microsoft Dynamics CRM

Add users to my Microsoft Dynamics CRM Online account

Cancel my subscription to Microsoft Dynamics CRM Online

Turn my expired Microsoft Dynamics CRM Online account back on

Request a Service Level Agreement (SLA) billing credit

Know when to contact Billing Support

Note
The instructions in this section are common for subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

You can resolve many billing-related issues by yourself, but there are some issues that only Billing Support can resolve. Contact Billing Support to:

  • Extend a trial or turn an expired account back on.

  • Migrate to an Microsoft Dynamics CRM (on-premises) implementation.

  • Request a Service Level Agreement (SLA) billing credit.

  • Dispute a charge or clarify a license discrepancy.

  • Correct Partner of Record attachment errors.

  • Cancel a subscription or reduce licenses.

  • Correct any other activation or payment errors.

Contact Microsoft Dynamics CRM Online Billing Support

To speak with a Billing Support agent, locate your country or region in the following table to see your support phone number. The Contact information for Microsoft Dynamics CRM Online billing support page is also available as a separate page, if you want to bookmark it.

Originating Country/Region Country Code Subscriptions through Microsoft Dynamics CRM Subscriptions through Microsoft online services portal

Australia

61

1800 506 574

1800-197503

Austria

43

0800-677-708

800-080-650

Belgium

32

08004964

0800-81174

Brazil

55

0800-047-4792

800-762-1146

Canada

1

866-792-3244

877-913-2707

Chile

56

1230 020 5655

800 226 826

Columbia

57

01 800 944 0724

01-800-5-1-81781

Costa Rica

506

800 5555 4423

0-800-012-1447

Cyprus

357

800-911-90

800-925-19

Czech Republic

420

800-142-591

800-701-371

Denmark

45

80703202

80347623

Finland

358

0800-411-301

08009 8462

France

33

0-805-109-234

0805540594

Germany

49

0800/24 72 637

0800 5892332

Greece

30

00800 126842

0 080044142831

Hong Kong SAR

852

1) (800) 905 797

30713055

Hungary

36

06 800 18510

36 80 983 899

India

91

000800-650-1710

000800 4402038

Ireland

(1)(800) 936 390

1800995309

Israel

972

1 809231703

1809344179

Italy

39

800-98-73-22

800917919

Japan

81

005-3165-0532

0120-996680

Korea

North Korea: 850

South Korea: 82

NA

080-495-0880

Luxembourg

352

800 26126

80021094

Malaysia

60

1-800-801-139

1800 220030

Mexico

52

800-563-0610

01-8005630605

Netherlands

31

0800-020-0494

8000202546

New Zealand

64

0800-888-074

0800 194197

Norway

47

800-57-500

80031068

Peru

51

0800 5 4417

0800 77464

Poland

48

0800 121 2439

800702320

Portugal

351

800-860-584

800 208 745

Puerto Rico

1

1866-792-3332

1-877-913-2707

Romania

40

800-894-578

800896956

Russia

7

NA

81080025481044

Singapore

65

1-800-396-2642

18006221816

Spain

34

900 938311

900814197

Sweden

46

(0)20-170-19-50

0201605899

Switzerland

41

0800-088-880

0800000300

Taiwan

886

NA

0800666802

Trinidad & Tobago

1

855 303 2732

1-8552147711

United Kingdom

44

0800-376-2862

0800 032 6417

United States

1

(877) CRM-CHOICE

1-877-913-2707

Note
  • If you are subscribed through Microsoft online services portal, you can submit a case online at Microsoft Online Portal.

  • If you are subscribed through Microsoft Dynamics CRM, you can chat with the billing agent at the Support Overview page.

Manage my subscription

Subscribed through Microsoft Dynamics CRM Subscribed through the Microsoft online services portal

Access the Microsoft Billing and Account Management page to manage your subscription. On this page, you can update personal information, manage payment options, view billing history, and view details of your subscription, including:

  • Account name

  • Payment method

  • State

  • Date purchased

  • Renewal date

See the Microsoft Billing and Account Management page, and, if necessary, sign in with your Microsoft account. Then select Microsoft Dynamics CRM Online from the list of Your services.

Use the Get Started with Office 365 page to manage your subscription. For additional questions, use the Virtual Agent for Microsoft Office 365.

To change your invoice contact, see the information in Assigning admin roles.

Purchase Microsoft Dynamics CRM Online through volume licensing

Note
The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

If you’re interested in placing an order for Microsoft Dynamics CRM through volume licensing, contact Microsoft to find a Microsoft Authorized Enterprise Software Advisor (ESA) or a Microsoft Authorized Large Account Reseller (LAR) to help you acquire licenses under the Enterprise Agreement, Campus Agreement, or School Agreement.

For detailed information, see Purchase Microsoft Dynamics CRM Online through volume licensing.

Convert my trial subscription to a paid subscription

Note
The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

Follow these steps to convert your 30-day trial subscription to a paid Microsoft Dynamics CRM subscription:

  1. Sign in to your Microsoft Dynamics CRM Online account by using your user ID, and then click the Purchase Now link on your home page.

  2. Choose how many licenses you want to purchase.

    1. Under Optional add-ons, you can add more storage.

  3. To continue, click Check Out.

  4. Review your purchase, and click Next to continue.

  5. Select a payment type. You cannot change the payment type after the purchase.

    1. Payment options

      1. Credit Card

        • You can pay for a year upfront or monthly.

        • To see the credit card invoices, you must be a global or billing admin.

        • Charges for the credit card will be charged upfront.

      2. Invoicing

        • You must meet the invoicing threshold for the invoicing option to appear. In US dollars, the minimum amount in the US is $500, in India $50, for the rest of the world $250.

        • You can pay for a year upfront or monthly.

        • To see the invoice, you must be a global or billing admin.

        • Invoice will be billed upfront. You should receive the first invoice notification within 24 to 48 hours after signing up.

        • If the transaction is over $15,000 (monthly or annually, depending on the invoicing period), the transaction is put on hold and you will receive a credit application. After you submit the application, it may take 2 to 3 days to process. If credit is approved, the transaction can proceed.

      3. Enterprise Agreement

        • Follow the normal Volume Licensing purchase process

  6. Review the legal agreement, sign it, and click Next.

  7. Review the order details, click Place Order, and then click Continue.

  8. For the provisioning to complete, at least one user must be assigned.

    1. In the Management area, click Users.

    2. Select the user who added the Microsoft Dynamics CRM Online subscription, and click Edit.

    3. Click Settings.

    4. Verify that the option for administrator permissions is set to Yes and the drop-down list shows the Global Administrator role selected. Click Save.

    5. Go back to the Admin Overview page.

    You should now be able to manage your Microsoft Dynamics CRM subscription.

Resolve a credit card billing issue

Note
The instructions in this section are common for subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

Call Billing Support at the phone number for your country or region listed in the Contact Microsoft Dynamics CRM Online Billing Support section.

Update my credit card information

Follow these steps to update your credit card information or add information about a new card.

For subscriptions through Microsoft Dynamics CRM For subscriptions through Microsoft online services portal

Update credit card information

  1. Go to the Billing and Account Management page.

  2. If necessary, sign in by using your Microsoft account.

  3. If you are paying for more than one Microsoft service through this page, select Microsoft Dynamics CRM Online from the drop-down list of services.

  4. On the Payment Method page, click Edit payment method information.

  5. On the Payment method activity page, update your credit card details, and then click Save.

Note
The credit card information must match the address on your credit card billing statement.

Pay by using a different card

  1. Go to the Billing and Account Management page and, if necessary, sign in by using your Microsoft account.

  2. If you are paying for more than one Microsoft service through this page, select Microsoft Dynamics CRM Online from the drop-down list of services.

  3. On the Transfer all services page, make sure that both Microsoft Dynamics CRM Online and Add new credit card are selected, and then click Next.

  4. On the Payment method activity page, click Go to payment method information page.

  5. On this page, click Use a different payment method.

    The Confirm transfer page opens, and you’ll be asked to confirm that you understand all of the conditions that apply to the new payment method.

  6. When you’re ready, click Next.

  7. Enter the details for your new payment method, and then click Save.

    The Billing account overview page opens to display both the new and the old credit cards. The old credit card will be marked Removed.

Update credit card information or add information about a new card

  1. Go to the Microsoft Online Portal admin page.

  2. On the Admin page, on the left pane, under Subscriptions, choose Manage.

  3. On the Billing and subscription management page, click a subscription name.

  4. On the Subscription details page, under Payment details, click Edit.

  5. In the Change payment details wizard, choose a credit card.

    -OR-

    To add a new credit card, choose New credit card.

  6. Update the information, and then click Next.

Answer a question about my bill

For subscriptions through Microsoft Dynamics CRM For subscriptions through Microsoft online services portal

Start by reviewing your most recent and your previous monthly statements to see if there’s an inconsistency. Follow these steps:

  1. Go to the Billing and Account Management page.

  2. If necessary, sign in by using your Microsoft account.

  3. If you are paying for more than one Microsoft service through this page, select Microsoft Dynamics CRM Online from the drop-down list of services.

  4. On the Billing account overview page, inside the blue box titled Your payment methods, click My Payment Method.

  5. On the Payment method activity page, you can view your current and all past billing statements by selecting a date range in the Statement period drop-down list.

If seeing your billing statements doesn't answer your billing question, contact Billing Support at the phone number for your country or region.

To view your bill, do one of the following

  1. On the Admin page, under Subscriptions, click Manage, click a subscription name, and then click View bill.

    -OR-

  2. On the Admin page, under Subscriptions, click Manage, and then click Billing.

To view billing history

  1. Go to Admin, and click Subscriptions.

  2. Click Manage, and click Billing history.

When you view billing history you can:

  • See a history of the charges on your account. You can view charges for the current billing period and previous months.

  • See all the orders for a given charge in a billing period. An order includes one or more subscriptions that you have purchased, such as an Office 365 plan or a service, such as SharePoint Online.

  • See detailed information about each order, such as the cost of each subscription and the unit price and number of licenses.

  • Access the official PDF invoice for your orders.

Extend my free 30-day trial

Note
The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

Your free trial can be extended one time for 30 days by calling Billing Support at the phone number for your country or region.

Migrate from Microsoft Dynamics CRM Online to the on-premises version of Microsoft Dynamics CRM

Note
The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

If your organization is considering changing from Microsoft Dynamics CRM to the on-premises (server-based) version of Microsoft Dynamics CRM, you should call Billing Support at the phone number for your country or region.

Add users to my Microsoft Dynamics CRM Online account

Each user license requires a unique user ID, and every user who logs on to Microsoft Dynamics CRM needs a license. When you add a user to your subscription, that user is automatically assigned one of the licenses you purchased.

For subscriptions through Microsoft Dynamics CRM For subscriptions through Microsoft Office 365

You can add user licenses with the Add User License Wizard.

  1. In the Navigation Pane, click Settings, click Administration, and then click Subscription Management.

  2. Under Resource Usage and Management, next to User Licenses, click Add Licenses.

  3. Complete the Add User License Wizard.

Tip
Changes to your subscription take a few minutes to take effect, and will be reflected in your next month's billing on a prorated basis.

Note
To reduce user licenses, contact Billing Support at the phone number for your country or region.

  1. To assign a license to a user, add the user on the Office 365 Admin portal Users page, or assign a license to an existing user on the Licenses page.

  2. To remove a license from a user, delete the user on the Office 365 Admin portal Users page, or remove a license from an existing user on the Licenses page.

  3. To purchase more licenses, visit the Office 365 Admin portal Purchase page.

  4. To view the number of licenses you purchased, and how many are still available, visit the Office 365 Admin portal Licenses page.

You must be a member of an appropriate administrator role to do these tasks. Learn more: Assigning administrator roles in Office 365

Caution
When you sign out of the Microsoft Office 365 Admin portal, doing this doesn't sign you out of Microsoft Dynamics CRM. You have to do that separately.

Cancel my subscription to Microsoft Dynamics CRM Online

Note
The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

To cancel your subscription, call Billing Support at the phone number for your country or region.

Before you call, have the following information ready:

  • Billing administrator's Microsoft account and password

  • Organization URL and name

  • Last day that you want your subscription to Microsoft Dynamics CRM to be available

You should have also made the following decisions:

  • Do you want to keep your existing data? If so, you can export it to Excel. For more information, see Export Data to Excel.

  • Do you want to keep any Internet Marketing service campaigns running? If you’re not the person who signed up for the marketing service, you must work with that person to cancel or maintain it.

For additional information about things to consider before canceling the subscription, see Cancel your subscription to Microsoft Dynamics CRM Online.

Turn my expired Microsoft Dynamics CRM Online account back on

Note
The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

To turn on an expired Microsoft Dynamics CRM account, call Billing Support at the phone number for your country or region. If you saved your CRM data to Microsoft Office Excel before canceling your Microsoft Dynamics CRM account, you should be able to import the saved data.

Request a Service Level Agreement (SLA) billing credit

Note
The instructions in this section are common for subscriptions made through Microsoft Dynamics CRM as well as through Microsoft Office 365.

You may be eligible for a billing credit if your online service level falls below 99.9% availability. For complete details, including a critical list of exclusions, see the Microsoft Dynamics CRM Service Level Agreement.

Submit a claim by contacting Billing Support.

Applies To:

Microsoft Dynamics CRM Online December 2012 Service Update

(For Microsoft Dynamics CRM 2013 topics, view the new Customer Center.)