Forum Discussion

kitameraki_com's avatar
kitameraki_com
Brass Contributor
Jan 11, 2026

Upgrade plan for Marketplace offers in admin center

Hi Community,

I’m reaching out here after spending nearly 6 months discussing an issue with Microsoft Support, without getting a satisfactory answer.

We have published transactable SaaS apps in the Microsoft Marketplace. Each of our SaaS offers includes multiple plans (e.g., Premium, Pro, Leader).

About six months ago, our customers started reporting that they could no longer upgrade their plan via the Microsoft 365 Admin Center. We were able to reproduce the issue ourselves.
Symptom: when attempting to upgrade, the dropdown list that should display available upgrade plans is empty. This functionality worked correctly before.

After multiple discussions with Microsoft Support engineers, their supervisor, and their manager, the official response we received is:

“change to different plan functionality (for marketplace offers) in Admin Center is by design not enabled, which is why the dropdown does not display available plans.”

This directly contradicts Microsoft documentation, which indicates that plan changes should be supported:
https://learn.microsoft.com/en-us/partner-center/marketplace-offers/pc-saas-fulfillment-life-cycle

Despite sharing this documentation, Microsoft Support maintains that this behavior is by design and that customers cannot upgrade plans from the Admin Center.

My questions to the community:

  • Are there ISVs here who have published transactable SaaS offers with multiple plans?
  • If so, can your customers upgrade plans through the Microsoft 365 Admin Center? Are your customer experiencing the same issue?
  • Can any SME confirm or contradict Microsoft Support’s statement that “by design, customer cannot upgrade plans using M365 Admin center”?

For reference, here is our Microsoft Support ticket ID: 2508260010000694.
I’m happy to share additional information upon request.

Thank you in advance for any insights or confirmation.
Sang,


ps: I recently notice change of domain name in M365 admin center and the log showing this. Weird coincidence.

 

appsource
transactable apps

3 Replies

  • v-callahank's avatar
    v-callahank
    Icon for Microsoft rankMicrosoft
    Mar 24, 2026

    kitameraki_com​ I understand your perspective that this seems like an inconsistent customer experience. If there are buttons and menus for selecting a different plan from the M365 admin center (and this was achieved previously by your customers), then it would seem to be an expected experience by design. 

    The documentation you reference refers to the SaaS fulfillment API, and that one mention of the admin center may need to be corrected if out of date. Thanks for flagging this. 

    Customers should be able to upgrade their current plan in one of two ways: 

    1. Customer manages the app through Teams admin center
    2. Customer manages the SaaS subscription through Azure portal 

    A customer must have subscription owner or contributor permissions to initiate a change and will only be able to change to another plan that is:

    • within the same SaaS offer as the subscribed plan
    • has an identical contract duration and billing frequency as the subscribed plan

    There are some cases when change plan might not work:

    • If the subscription is under the Tenant level with Read permissions; customers can't change the plan.
      • Customer can request permissions from the person who has the Owner role on the subscription.
    • If there's no payment method associated with the Azure subscription, customers cannot upgrade from free to paid plans.
      • Customer should add a payment method to the desired Azure subscription or choose a subscription with existing payment method.
    • If the desired plan has a minimum/maximum user limitation that doesn't include availability for the current number of users on the active subscription. 
      • Customer can remove excess licenses to be within the limitation before upgrading, or contact the software company to ask about available plans for the required number of users. 

     

    I hope this information helps you successfully guide your customers to manage their subscriptions to your products and change plans as desired. 

    • kitameraki_com's avatar
      kitameraki_com
      Brass Contributor
      Mar 24, 2026

      hi v-callahank​ 

      Thanks for taking the time to reply.

      Customers should be able to upgrade their current plan in one of two ways: 

      1. https://learn.microsoft.com/en-us/microsoftteams/purchase-third-party-apps#manage-subscriptions-in-teams-admin-center


      Yes they should! Unfortunately, the documentation you are sharing is not helping since it is redirecting to the exact same admin center page where the plan drop down list is empty (my screenshot).

      Having developed several teams apps with SaaS subscription, I can assure you that I have successfuly tested this change plan 100 time before, and all necessary conditions are met for the change plan to work... but it does not, at least for all our apps.

      The upgrade using Azure does work, but not all customers have an access to Azure.

      happy to have a walkthrough with anyone about this.

      Regards,