Submit a support request that gets the right help

Collect the important details

Sign in to your customer account before submitting. Check My Tickets first so you can add information to an existing request about the same issue.

• What happened, what you expected, and the exact error message.
• The affected application or device, when the problem began, and your timezone.
• Who is affected and which work is blocked.
• Steps to reproduce the issue and troubleshooting already attempted.

Complete Submit a Request

1. Enter a specific Subject, such as “Work VPN disconnects after device wakes”.
2. Review Saved contact details: Company, Location, Timezone, Phone Number and its country, Contact Email and Preferred Contact Mode. To correct or complete them, choose Edit in Settings (new tab), save there, then return and select Reload saved details. Your issue draft stays in place.
3. Your saved contact mode is a preference; it does not start a conversation or schedule a call. The request uses your saved identity and contact details.
4. Choose the closest available Category. Microsoft licenses, SharePoint and Power Platform are grouped under Microsoft 365. Other categories cover website and domain management, identity and access, applications, disaster recovery, on-premises infrastructure, Azure, AWS, and email services.
5. Select Low, Medium, High, or Urgent priority and explain the actual business impact in Description. Add your prepared details.

Add relevant evidence

Click the attachment area to browse for screenshots or files. Review selected filenames before submitting. Keep files within the 10 MB size shown on the form and include only evidence needed to explain the issue.

• Redact passwords, access tokens, recovery codes, payment information, and unrelated personal data.
• For a screenshot, include the error and enough context to identify the application.
• If a file is too large or sensitive, ask the team for an approved transfer method.

Submit and confirm the ticket

1. Select Submit Request once and wait for the result.
2. After success, select View my tickets. Open the request matching your subject and use the ticket number displayed there for follow-up.
3. If submission fails or times out, check My Tickets before trying again. A request may have been created even if a later step failed.
4. Check the portal conversation for updates. Email notifications depend on configuration and delivery; an absent email does not mean the ticket is missing.