Azure Billing Profile is Disabled but Subscription is Active and I Cannot Reach Billing Support

Hello Reidar Nilsen

Thank you for reaching out to Microsoft Q&A and for providing the detailed account information.

Based on what you've described, your Billing Profile showing Disabled status under a Microsoft Customer Agreement (MCA) and Invoice G128390941 (SEK 2,388.35) displaying the message"Contact Azure Support to pay this invoice"— here's what's happening and how you can move forward.

Under a Microsoft Customer Agreement, when an invoice remains unpaid past its due date, Azure disables the associated billing profile. Even though the billing overview may show Amount due: SEK 0.00, the individual invoice still carries an outstanding balance of SEK 2,388.35, which is keeping the billing profile in a disabled state.

For MCA billing accounts, the available payment method depends on how the account was originally set up. If you signed up through a Microsoft representative, the default payment method is set to wire transfer, and automatic credit card payment is not available. In that case, you would need to pay via wire transfer using the details provided at the bottom of the invoice PDF, or contact Azure Support to process the payment.

If your account was set up directly through the Azure website, the Pay Now option should normally appear under Cost Management + Billing → Invoices. If it's not appearing, this indicates the invoice may require manual intervention from the billing team.

Please have a look into below steps on how to Create a Billing Support Request (Bypass the Self-Help Loop):

The portal redirecting you to troubleshooting guides instead of allowing a support ticket is a known experience. Here's how to work around it:

1. In the Azure portal, go to Help + Support → click Create a support request.
2. For Issue type, select Billing.
3. Select your Subscription and choose a relevant Problem type (e.g.,"I need help with paying my bill").
4. When the portal shows Recommended Solutions or troubleshooting articles, do not select any of them. Instead, scroll down and look for the "Return to support request" option and click it.
5. Click Next to proceed to the Additional Details step. In the description, mention your Billing Profile ID (ZCVU-PIZA-BG7-PGB) and Invoice G128390941.
6. Complete the Review + Create step and submit the ticket.

Azure Billing support request link: create a support request.

1.From the resource menu, in the Help section, select Support + Troubleshooting. In the Support + Troubleshooting pane on the right, type "Billing" in the search box, select Billing, and then click Next.

2.Select the subscription and click Next. You will be presented with some suggestions to resolve your issue. If none of these apply, please follow the steps below.

3.Scroll down and you will find an option to Contact Support. From there, select Create a support request.

4.Enter the problem description (Issue type - Billing, Subscription, Summary - Billing, Problem type - Assistance with Bill, Problem subtype - Help with a billing discrepancy)

5.If the solutions appear again, click on 'Return to support request'. Click Next, and you will then be able to create the billing support ticket.

This should allow your request to reach a billing support agent directly.

Alternative: Contact Microsoft Support by Phone

If the portal still does not allow ticket creation, you can reach Azure Billing Support directly by phone. Billing and subscription management support is included at no additional cost for all Azure customers. Visit the link below to find the phone number for your country/region:

Global Customer Service Phone Numbers

When you connect with the billing team, request them to:

• Process the payment for Invoice G128390941 (SEK 2,388.35)
• Reactivate the billing profile (ZCVU-PIZA-BG7-PGB) once the payment is settled

References:

• Pay your Microsoft Customer Agreement bill
• Reactivate a disabled Azure subscription
• How to create an Azure support request
• Keep your Microsoft business billing account active
• Get started with your MCA billing account

I hope this helps you get the billing profile reactivated. Please let us know if you have any further questions, happy to assist!

Thanks,

Suchitra.