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.