Forum Discussion
CSP Account Verified & Authorized yet Indirect Reseller Status: SUSPENDED
Hello Partner Community
Please assist any way you can...
JillArmourMicrosoft is this in your wheelhouse?
We are an CSP partner that is struggling to have our indirect reseller account suspension lifted even though our partner account is now fully verified and authorised. Our account was originally suspended due to a business registration vs shop location mismatch that was not resolved within a 30 day termination notification time limit. We corrected the address problem AFTER the account was suspended and although our account is now verified and authorised, the Indirect Reseller account suspension has not been automatically lifted and we are unable to contact a human representative to have it manually moved back to the Active state.
We have submitted several Partner Support tickets but they do not provide actual support at all and automated responses from these tickets return a disclaimer stating the following with no further correspondence and the ticket automatically closed.
Hello,
Thank you for contacting Microsoft Partner support about the notice of suspension and termination proceedings.
In the Microsoft AI Cloud Partner Program Agreement, both Microsoft and our partners reserve the right to walk away from the partner relationship by providing 30 days' notice to the other. Neither party is required to offer an explanation for the decision to terminate the partner agreement. As Microsoft is exercising its rights under this section 4.b of the Microsoft AI Cloud Program Agreement, we are unable to share an explanation or further details.
Kind Regards,*Random Name* (He/Him)
Support Engineer Partner Support Delivery - Program
Customer Support
My Working Hours: M-F 11:30 AM to 08:30 PM AEDT
This lack of support is excruciatingly frustrating and terribly aggravating given that we are now subject to an indefinite period of considerable income loss with no recourse. Note that along with the suspension, emails have been sent to our customers notifying them that we are no longer qualified to act as their licensing provider which has been distressing for both our sales team and the customers. Our distributor is doing the best they can to help but they are unable to provide any real assistance and from what I hear, are unable to get any sensible advice from their Microsoft reps.
Upon speaking with several other indirect resellers and distributors alike, it is my understanding that many partners are suffering the same or similar denial of service and I question whether this practice is even legal under Australian law regardless of any contractual fine print and disclaimers after the fact. This denial of support is a huge failure of Microsoft's policy makers and extremely poor business practice in general. If Microsoft wish to declare utter contempt for the small businesses that have supported them for several decades then those businesses might consider alternative platforms for their customers going forward.
To conclude, I welcome any support or feedback from the community to help resolve this particular problem and help others with the same issue.
Kind Regards,
One very Frustrated Reseller.
Resolution:
As of yesterday, I have managed to mitigate the issue for us and restore our CSP Active status.
I will document my experience here for posterity and hope that it helps others.
To re-iterate, Our CSP status was Suspended even though our Reseller and Partner status was verified and authorized.
After some deliberation I began to suspect that the problem we were having was inherent in the Microsoft Partner Center account rather than our MPN ID tenancy. Admittedly, a lack of understanding of how the Microsoft Partner Center account aligns with the MPN ID tenant didn't help but it is probably worth noting that our original Microsoft Partner Center account was not an .onmicrosoft.com account and was partially configured as a direct-bill account without any direct bill agreements established.
The solution for us was to create a new Microsoft Partner Center account from scratch as an .onmicrosoft.com account and attach our tenant to that then enroll the tenant into the CSP program with new Microsoft Partner Center account.
While it sounds straight forward, there we some issues along the way but the general process went something like this...
1. Go to https://partner.microsoft.com
2. Log out of all Microsoft accounts
3. Select "Become a Partner" and choose options "Partner", "Build" and "Resell" (You cannot seem to proceed without the "Build" option)
4. Create a Work Account and set up a new .onmicrosoft.com account e.g. email address removed for privacy reasons (You can use any exising work email to verify here)
5. Associate the Microsoft Entra ID of the old account. If the tenant option does not show in Account Settings then use this link... https://partner.microsoft.com/dashboard/v2/account-settings/tenantmanagement
6. Enroll the tenant in the CSP program using the link from the Home dashboard
7. Agree to the CSP agreementOnce the agreement was accepted, the Customers access section became "Granted", Indirect Reseller status became "Active" and the MPN ID tenant started working again with our Indirect Provider.
Note that during this process, I didn't have to do identity verification again like you would with a new tenant.
Note also that at Stage 5, I Associated the Microsoft Entra ID of the NEW account with the old Microsoft Partner Center also. Not sure if this had any influence on the outcome but associating both ways might help.
Hope this helps.
Regards,
One very Frustrated Reseller
4 Replies
Resolution:
As of yesterday, I have managed to mitigate the issue for us and restore our CSP Active status.
I will document my experience here for posterity and hope that it helps others.
To re-iterate, Our CSP status was Suspended even though our Reseller and Partner status was verified and authorized.
After some deliberation I began to suspect that the problem we were having was inherent in the Microsoft Partner Center account rather than our MPN ID tenancy. Admittedly, a lack of understanding of how the Microsoft Partner Center account aligns with the MPN ID tenant didn't help but it is probably worth noting that our original Microsoft Partner Center account was not an .onmicrosoft.com account and was partially configured as a direct-bill account without any direct bill agreements established.
The solution for us was to create a new Microsoft Partner Center account from scratch as an .onmicrosoft.com account and attach our tenant to that then enroll the tenant into the CSP program with new Microsoft Partner Center account.
While it sounds straight forward, there we some issues along the way but the general process went something like this...
1. Go to https://partner.microsoft.com
2. Log out of all Microsoft accounts
3. Select "Become a Partner" and choose options "Partner", "Build" and "Resell" (You cannot seem to proceed without the "Build" option)
4. Create a Work Account and set up a new .onmicrosoft.com account e.g. email address removed for privacy reasons (You can use any exising work email to verify here)
5. Associate the Microsoft Entra ID of the old account. If the tenant option does not show in Account Settings then use this link... https://partner.microsoft.com/dashboard/v2/account-settings/tenantmanagement
6. Enroll the tenant in the CSP program using the link from the Home dashboard
7. Agree to the CSP agreementOnce the agreement was accepted, the Customers access section became "Granted", Indirect Reseller status became "Active" and the MPN ID tenant started working again with our Indirect Provider.
Note that during this process, I didn't have to do identity verification again like you would with a new tenant.
Note also that at Stage 5, I Associated the Microsoft Entra ID of the NEW account with the old Microsoft Partner Center also. Not sure if this had any influence on the outcome but associating both ways might help.
Hope this helps.
Regards,
One very Frustrated Reseller
Hello,
Did you have any resolution to this, or found anyone to contact about this? We have the same issue, suddenly suspended, (but validated), but no direction or help on what is wrong. Just a boiler plate message about "compliance violation issues" and that "a support ticket will not resolve this issue".
Hi. I resolved this for our situation. Please see my reply to the OP
- JillArmourMicrosoft
Community Manager
I'm afraid it's not in my wheelhouse 😐They recommend logging a support ticket to move forward. I know that's not very helpful.
