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.
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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). |
Know when to contact Billing Support
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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:
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Extend a trial or turn an expired account back on.
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Migrate to an Microsoft Dynamics CRM (on-premises) implementation.
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Request a Service Level Agreement (SLA) billing credit.
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Dispute a charge or clarify a license discrepancy.
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Correct Partner of Record attachment errors.
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Cancel a subscription or reduce licenses.
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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.
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Originating Country/Region
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Country Code
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Subscriptions through Microsoft Dynamics CRM
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Subscriptions through Microsoft online services portal
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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 |
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If you are subscribed through Microsoft online services portal, you can submit a case online at Microsoft Online Portal.
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If you are subscribed through Microsoft Dynamics CRM, you can chat with the billing agent at the Support Overview page.
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Manage my subscription
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Subscribed through Microsoft Dynamics CRM
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Subscribed through the Microsoft online services portal
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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
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Payment method
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State
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Date purchased
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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
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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
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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:
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.
Choose how many licenses you want to purchase.
Under Optional add-ons, you can add more storage.
To continue, click Check Out.
Review your purchase, and click Next to continue.
Select a payment type. You cannot change the payment type after the purchase.
Payment options
Credit Card
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You can pay for a year upfront or monthly.
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To see the credit card invoices, you must be a global or billing admin.
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Charges for the credit card will be charged upfront.
Invoicing
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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.
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You can pay for a year upfront or monthly.
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To see the invoice, you must be a global or billing admin.
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Invoice will be billed upfront. You should receive the first invoice notification within 24 to 48 hours after signing up.
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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.
Enterprise Agreement
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Follow the normal Volume Licensing purchase process
Review the legal agreement, sign it, and click Next.
Review the order details, click Place Order, and then click Continue.
For the provisioning to complete, at least one user must be assigned.
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In the Management area, click Users.
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Select the user who added the Microsoft Dynamics CRM Online subscription, and click Edit.
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Click Settings.
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Verify that the option for administrator permissions is set to Yes and the drop-down list shows the Global Administrator role selected. Click Save.
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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
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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.
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For subscriptions through Microsoft Dynamics CRM
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For subscriptions through Microsoft online services portal
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Update credit card information -
Go to the Billing and Account Management page.
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If necessary, sign in by using your Microsoft account.
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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.
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On the Payment Method page, click Edit payment method information.
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On the Payment method activity page, update your credit card details, and then click Save.
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The credit card information must match the address on your credit card billing statement. |
Pay by using a different card -
Go to the Billing and Account Management page and, if necessary, sign in by using your Microsoft account.
- 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.
- 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.
- On the Payment method activity page, click Go to payment method information page.
- 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.
- When you’re ready, click Next.
- 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 -
Go to the Microsoft Online Portal admin page.
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On the Admin page, on the left pane, under Subscriptions, choose Manage.
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On the Billing and subscription management page, click a subscription name.
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On the Subscription details page, under Payment details, click Edit.
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In the Change payment details wizard, choose a credit card.
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To add a new credit card, choose New credit card.
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Update the information, and then click Next.
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Answer a question about my bill
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For subscriptions through Microsoft Dynamics CRM
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For subscriptions through Microsoft online services portal
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Start by reviewing your most recent and your previous monthly statements to see if there’s an inconsistency. Follow these steps: -
Go to the Billing and Account Management page.
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If necessary, sign in by using your Microsoft account.
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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.
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On the Billing account overview page, inside the blue box titled Your payment methods, click My Payment Method.
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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 -
On the Admin page, under Subscriptions, click Manage, click a subscription name, and then click View bill.
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On the Admin page, under Subscriptions, click Manage, and then click Billing.
To view billing history -
Go to Admin, and click Subscriptions.
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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.
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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.
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See detailed information about each order, such as the cost of each subscription and the unit price and number of licenses.
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Access the official PDF invoice for your orders.
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Extend my free 30-day trial
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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
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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.
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For subscriptions through Microsoft Dynamics CRM
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For subscriptions through Microsoft Office 365
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You can add user licenses with the Add User License Wizard. -
In the Navigation Pane, click Settings, click Administration, and then click Subscription Management.
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Under Resource Usage and Management, next to User Licenses, click Add Licenses.
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Complete the Add User License Wizard.
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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. |
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To reduce user licenses, contact Billing Support at the phone number for your country or region. |
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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.
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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.
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To purchase more licenses, visit the Office 365 Admin portal Purchase page.
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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 |
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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. |
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Cancel my subscription to Microsoft Dynamics CRM Online
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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:
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Billing administrator's Microsoft account and password
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Organization URL and name
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Last day that you want your subscription to Microsoft Dynamics CRM to be available
You should have also made the following decisions:
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Do you want to keep your existing data? If so, you can export it to Excel. For more information, see Export Data to Excel.
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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
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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
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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 CRMService Level Agreement.
Submit a claim by contacting Billing Support.
