Frequently asked questions about
Microsoft Dynamics CRM Online Billing
Published: 2/8/2012 Updated: 1/10/2013 |
Billing Support agents for Microsoft Dynamics CRM Online 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. |
Know when to contact Billing Support
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 on-premises Microsoft Dynamics CRM 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.
How to Contact Microsoft Dynamics CRM Online Billing Support
Original Platform Support Contact Information
| MOP Commerce Support Contact Information
| |||||
Australia | 1800506574 | 1800-197503 | ||||
Austria | 0800677708 | 800080650 | ||||
Belgium | 080049643 | 0800 81174 | ||||
Brazil | 0800 047 4792 | 8007621146 | ||||
Canada | 1866-792-3244 | 1-877-913-2707 | ||||
Chile | 1230 020 5655 | 800226826 | ||||
Columbia | 1 800 944 0724 | 01-800-5-1-81781 | ||||
Costa Rica | 800 5555 4423 | 0-800-012-1447 | ||||
Cyprus | 800 91190 | 80092519 | ||||
Czech | 800142591 | 800701371 | ||||
Denmark | 8070 3202 | 80347623 | ||||
Finland | 0800411301 | 08009 8462 | ||||
France | 0805 109234 | 0805540594 | ||||
Germany | 0800 2472637 | 0800 5892332 | ||||
Greece | 00800126842 | 0 080044142831 | ||||
Hong Kong | 800905797 | 30713055 | ||||
Hungary | 06 800 18510 | 36 80 983 899 | ||||
India | 000800 650 1710 | 000800 4402038 | ||||
Ireland | 1800936390 | 1800995309 | ||||
Israel | 1809231703 | 1809344179 | ||||
Italy | 800 987322 | 800917919 | ||||
Japan | 00531650532 | 0120-996680 | ||||
Korea | N/A | 080-495-0880 | ||||
Luxembourg | 800 26126 | 80021094 | ||||
Malaysia | 1800801139 | 1800 220030 | ||||
Mexico | 800 563 0610 | 01-8005630605 | ||||
Netherlands | 0800 0200494 | 8000202546 | ||||
New Zealand | 0800888074 | 0800 194197 | ||||
Norway | 800 57500 | 80031068 | ||||
Peru | 0800 5 4417 | 0800 77464 | ||||
Poland | 00800 1212439 | 800702320 | ||||
Portugal | 800 860584 | 800 208 745 | ||||
Puerto Rico | 1866-792-3332 | 1-877-913-2707 | ||||
Romania | 0800 894578 | 800896956 | ||||
Russia | N/A | 81080025481044 | ||||
Singapore | 18003962642 | 18006221816 | ||||
Spain | 900 938311 | 900814197 | ||||
Sweden | 020 1701950 | 0201605899 | ||||
Switzerland | 0800 088880 | 0800000300 | ||||
Taiwan | N/A | 0800666802 | ||||
Trinidad/Tob | 8553032732 | 1-8552147711 | ||||
UK | 0800 3762862 | 0800 032 6417 | ||||
US | 877-276-2464 | 1-877-913-2707 |
Extend my free 30-day trial
Your free trial can be extended one time for 30 days by calling Billing Support at the phone number for your country or region.
Request a Service Level Agreement (SLA) billing credit
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 OnlineService Level Agreement. Submit a claim by contacting Billing Support.
CRMOL Original Platform | Microsoft Online Portal (MOP) |
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:
See the Microsoft Billing and Account Managementpage, and, if necessary, sign in with your Windows Live ID. Then select Microsoft Dynamics CRM Online from the list of Your services. To change your Billing Administrator or Invoice Contact - contact Billing Support |
Access Online Portal Admin Page: http://portal.microsoftonline.com/ Navigate to "subscriptions>manage"
- Contact Commerce Support for additional questions
Customers can change your invoice contact here: |
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Resolve a credit card billing issue
Call Billing Support at the phone number for your country or region listed above.
Purchase Microsoft Dynamics CRM Online through volume licensing
If you're interested in placing an order for Microsoft Dynamics CRM Online 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.
Migrate from Microsoft Dynamics CRM Online to the on-premises version of Microsoft Dynamics CRM
If your organization is considering changing from Microsoft Dynamics CRM Online 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.
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Convert my trial subscription to a paid subscription
Follow these steps to convert your 30-day trial subscription to a paid Microsoft Dynamics CRM Online subscription:
- 1. Sign in to your Microsoft Dynamics CRM Online account using your user ID
- 2. Click on the Purchase Now link.
- 3. Choose how many licenses you wish to purchase.
- a. You can also choose to add more storage at this point under Optional add-ons.
- 4. Click the Check Out button to continue.
- 5. Review your purchase and click Next if you would like to continue.
- 6. Choose payment type. (*Note: this payment type cannot be changed after purchase)
- a. Payment options
- i. Credit Card
- Can pay for a year up front or by month.
- Must be a Global Admin or Billing Admin to see the credit card invoices.
- Credit charge will be charged upfront.
- ii. Invoicing
- Must meet the invoicing threshold for invoicing option to show up.
(Minimum spend in USD = US $500, India $50, rest of world $250) - Can pay for a year up front or by month.
- Must be a Global Admin or Billing Admin to see the invoice.
- Billed up front. Customers should receive first invoice notification within 24-48 hours after signing up.
- If the transaction is over $15k (for monthly if monthly invoicing is selected, or if total annual amount if annual invoice is selected), the cart will pause and the customer will receive a credit application. Once the application is submitted, it may take 2-3 days for approval.
- iii. Enterprise Agreement
- Follow the normal Volume Licensing purchase process
- 7. Review Legal Agreement, sign and click Next.
- 8. Confirm order details and then click Place Order
- 9. Confirm order details and then click Continue.
- 10. For the provisioning to complete, one user MUST be assigned. In the Management area, click on Users.
- 11. Click on the user that added the Microsoft Dynamics CRM Online subscription. Then click Edit.
- 12. Click on Settings.
- 13. Verify that the option for administrator permissions is set as Yes and the drop-down list shows the Global Administrator role selected. Click on Save.
- 14. Go back to the Admin Overview
- 15. You should now be able to Manage your Microsoft Dynamics subscription.
Update my credit card information or pay by using a different credit card
Original CRMOL Platform | Microsoft Online Portal |
Designated Billing Admins: Go to the Billing and Account Management page. If necessary, sign in by using your Windows Live ID.
To update credit card information:
To change credit cards:
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.
The Billing account overview page opens to display both the new and the old credit cards. The old credit card will be marked Removed. NOTE: The credit card information must match the address on your credit card billing statement |
Customer can update their credit card information or add a new card:
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Answer a question about my bill
Original CRMOL Platform | Microsoft Online Portal |
Start by reviewing your most recent and your previous monthly statements to see if there's an inconsistency. Follow these steps:
If seeing your billing statements doesn't answer your billing question, contact Billing Support at the phone number for your country or region.
| Instructions here 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. - On the Admin page, under Subscriptions, click Manage, and then click Billing. View billing history Go to Admin > Subscriptions > Manage > 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. |
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Cancel my subscription to Microsoft Dynamics CRM Online
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 Windows Live ID and password
- Organization URL and name
- Last day that you want your subscription to Microsoft Dynamics CRM Online to be available
You should have also made the following decisions:
- Do you want to keep your existing data? If you want to keep the data, 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.
Cancelation fees may apply. Details of the fees are in the Terms of Service.
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Turn my expired Microsoft Dynamics CRM Online account back on
To turn on an expired Microsoft Dynamics CRM Online account, call Billing Support at the phone number for your country or region. If you saved your CRM data to Microsoft Excel before canceling your Microsoft Dynamics CRM Online account, you should be able to import the saved data.
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.
Original CRMOL Platform | Microsoft Online Portal | ||||||||||
You can add user licenses with the Add User License Wizard. In the Navigation Pane, click Settings, click Administration, and then click Subscription Management.
To reduce user licenses, contact Billing Support. |
You must be a member of an appropriate administrator role to do these tasks. Learn more: Assigning administrator roles in Office 365
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