Forum Discussion
Direct Bill Partner Status - Terminated
Hello,
I'm writing here after four months of unresolved escalation through every standard support channel, and after reading the recent threads from ShayD , swathen , and ElDani . Our case appears to belong to the same family of issues, and I'm hoping raising it publicly will help both reach the correct internal Microsoft team and establish the broader pattern that seems to be affecting multiple partners across different markets.
Who we are
We are a longstanding Microsoft CSP partner based in Mongolia. We are the only Direct Bill CSP partner in the country, one of our market's top CSPs overall, and a multi-time Microsoft Country Partner of the Year. We service a large active customer base across enterprise, public sector, and SMB segments.
What happened
- February 2, 2026: Original support case opened regarding a billing report discrepancy that surfaced in our Partner Center data.
- March 31, 2026: Microsoft formally acknowledged, in writing, in case #2602020010000623, that the discrepancy was caused by a Microsoft-side reporting error — not by any action or non-compliance on our part.
- April 1, 2026 — one day after the written acknowledgment of fault: Our Direct Bill Partner status was revoked by the system, and our Partner Center management capabilities were disabled the same day. We can no longer provision, modify, or service customer subscriptions.
- Since April 1: We have opened five separate support cases attempting to resolve the revocation. Each has been force-closed with instructions to file a new one. None has produced a named owner, a timeline, or a resolution path. Responses have consistently been variations of "under review" or "identifying the correct team."
- A TP&D ticket filed on the recommendation of our ASfP support manager was closed as out-of-scope. Our ASfP manager has confirmed that they cannot identify the correct internal escalation path, and mentioned that similar cases have been observed in other markets recently.
Current impact
- A large base of end customers — including public sector and enterprise accounts — can no longer be properly serviced through their established CSP relationship.
- As the only Direct Bill CSP, our incapacitation effectively means Microsoft currently has no functioning Direct Bill CSP coverage in an entire country. Any customer requiring services through this channel has no path to receive them at the moment.
- Customer impact is accelerating each week the situation persists, and the reputational consequences are extending into the local market more broadly.
What we're asking for
- Escalation of the above tickets to the appropriate CSP Accounts & Enrollment team, or to whichever internal Microsoft team owns erroneous Direct Bill revocations arising from billing report errors.
- Reinstatement of our Direct Bill Partner status, given that Microsoft has already formally acknowledged in writing that the root cause was an internal reporting error.
- Assignment of a named owner with authority to drive this to closure — not another ticket transfer into a queue.
A broader note for Microsoft and the community
In the past several weeks, multiple partners have posted here about erroneous or unexplained Direct Bill terminations. ShayD 's thread (resolved after Microsoft formally acknowledged the termination notice was sent in error), @swathen's thread (revenue classification / visibility gap causing an eligibility review failure despite provable revenue), and ElDani 's thread (Direct Bill account suddenly suspended April 1, 2026 — same date as ours) all share meaningful structural similarities with our case.
Our situation makes at least the fourth public report of a similar pattern within roughly the last two months. I'm raising it here not to escalate emotionally, but because it genuinely seems worth Microsoft's internal attention that this may be a systemic issue in the billing classification or partner status pipeline, rather than a set of unrelated isolated cases. If anyone at Microsoft is tracking this pattern internally, our case is one more data point and we'd welcome being part of whatever review is happening.
Any Microsoft employee who can help route this to the right team, or any partners who have successfully navigated a similar situation, please reach out. Full case documentation — including Microsoft's written acknowledgment, the complete chronological case history, and supporting materials — is available on request through direct message.
Thank you for reading.