Forum Discussion
URGENT: CSP Direct-Bill Termination. Mistakenly. Support Exhausted, Customers at Risk. MSFT, Help
We are a longstanding Microsoft partner (AOS-G and CSP Direct Bill) and urgently need escalation. Our support channels, including GetHelp escalation, have been unable to resolve or explain an unexplained and unwarranted termination notice, and the 30-day clock is running. This directly impacts our mutual customers and if not resolved ASAP.
What Happened
- January 29, 2026: We received a 30-day termination notice stating we have not met CSP direct bill eligibility requirements. We are indeed compliant and believe this is an error. We provided evidence of compliance to Support and GetHelp several times, but no one has been able to identify what requirement we allegedly fail to meet or propose a solution. They continually say they are working on the issue and will get back to us in a couple days.
- Notably, we did not receive a 90-day or 60-day advance notice as required by Microsoft's documented process for at risk Direct Sell partners. We confirmed via Exchange message trace that no related emails were received in the prior 90 days.
- January 20: Nine days before the notice, we began receiving Error 715-123220 preventing us from adding new customers in Partner Center, suggesting our capabilities were already restricted before we were even notified.
Tickets Needing Escalation
#1 — GetHelp #11414107 / Support Request #2602030010000038 CSP Direct Bill termination notice. No substantive response beyond "we are working on it."
#2 — GetHelp #11412447 / Support Request #2601200010001797 Error 715-123220 preventing new customer additions since January 20. Same status.
Microsoft, please help:
We request these tickets be escalated to the appropriate CSP or Legal team for immediate review and to stop the termination process ASAP.
Any Microsoft staff who can assist — we would be deeply grateful!
Thank you, sincerely.
Shay
Good news! We received a formal letter from Microsoft that the CSP Direct Bill Termination notice was sent in error and there is no issue.
As such, our concerns do not need any attention here. I appreciate the time anyone has taken reading this and I hope that this information may be useful to other partners if they have been in the same situation.
5 Replies
Hi ShayD
We're in the same situation and hoping you can share what worked for you.
Microsoft told us we failed the CSP Direct Bill revenue requirement. After we pushed back, they actually admitted that the revenue data they pulled from Partner Center is wrong — but despite acknowledging the data error, they still haven't reinstated our DB. We're stuck in a loop where the stated reason for termination has been conceded as incorrect, yet the termination stands.
If you were able to resolve your case, could you share:
- What finally got someone with actual authority to act — a specific team (CSP Ops, Partner Compliance, Legal), an alias, an FTE/PDM, LinkedIn outreach to a Microsoft leader?
- Once the underlying data/eligibility issue was acknowledged, what did it take to get the termination actually reversed in the system?
- How long did reinstatement take, and was it automatic or did you have to re-onboard?
- Any template language, evidence package, or escalation wording that moved the needle?
Happy to connect offline if easier. Customers are at risk and any guidance would be hugely appreciated.
Amarbat We ran into this issue and ultimately ended up moving to indirect with Ingram Micro as Microsoft refused to make any exception or explain the data discrepancy and used a partner contract clause to indicate that they don't need to give us additional detail and refused to escalate it to anyone past the escalation support team.
See my discussion post below regarding our case:
URGENT: CSP Direct Bill Termination due to Revenue Discrepancy / Visibility Gap Support Exhausted | Microsoft Community Hub
Thank you for sharing your experience — it sounds very similar to what we are currently navigating with CSP Direct Bill eligibility. Microsoft support has acknowledged that there are visibility gaps in Partner Center when tenants are associated with both Direct Bill and Indirect Reseller. The tool we were told to use to monitor revenue does not separate Direct and Indirect revenue. We are now working to reconcile revenue classification for our organization, as we do not operate as an indirect reseller, yet Microsoft support indicates that part of our revenue is indirect, and the remaining Direct revenue does not meet the eligibility threshold.
Since you mentioned that Microsoft was able to assist you successfully, would you be willing to share how you escalated or what steps led to a resolution? Any guidance on which internal teams were most effective would be incredibly helpful as we work to get clarity and maintain our Direct Bill status.
Thank you in advance for any insight you can provide!
Good news! We received a formal letter from Microsoft that the CSP Direct Bill Termination notice was sent in error and there is no issue.
As such, our concerns do not need any attention here. I appreciate the time anyone has taken reading this and I hope that this information may be useful to other partners if they have been in the same situation.
- JillArmourMicrosoft
Community Manager
Great to hear!! Thanks for posting the update and being part of the community. - jill
