Progressive Credits not applied and support cases unanswered; startup page says "This account can't be used for Microsoft for Startups credits"

Marian Drumea 0 Reputation points
2026-10-31T14:56:09.3866667+00:00

Title: Progressive Credits not applied and support cases unanswered; startup page says "This account can't be used for Microsoft for Startups credits"

Hello,

We joined Microsoft for Startups before May 2026 and were approved into the Progressive Credits workflow. In August, Startup Program Operations confirmed in writing that once our account met the Milestone 3 requirements, the additional credits could be awarded automatically.

Since late August we have run seven Azure services continuously with daily spend: Virtual Machines, Foundry Models, Storage, Azure Database for PostgreSQL, Backup, App Service and Virtual Network. No credit increase was applied, the sponsorship balance ran out on 30 October and the subscription converted to pay-as-you-go.

What we have tried:

  1. Emailed our Startup Program Operations contact and the colleagues copied on her thread on 23 October. No reply.
  2. Azure billing case 2610260040004413, opened 26 October. An engineer was assigned on 29 October and removed on 30 October, with no message.
  3. Azure billing case 2610290040006971, opened 29 October, asking for routing to Microsoft for Startups Program Support. No response.
  4. The Microsoft for Startups page now shows "This account can't be used for Microsoft for Startups credits" when we sign in with the account that holds our membership, and the "Get program support" tile described on the Program Support page does not appear for us.

Could someone from Microsoft for Startups Program Support pick up case 2610260040004413, validate our Progressive Credits eligibility and restore the membership account's access?

Thank you.

Azure | Azure Startups
Azure | Azure Startups

Startups: Companies that are in their initial stages of business and typically developing a business model and seeking financing.

0 comments

2 answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Hemant Bharadwaj 370 Reputation points Microsoft Employee
    2026-11-01T14:49:45.07+00:00

    Likely cause: your startup membership/account mapping and the Azure subscription used for spend appear to be out of sync, so the Progressive Credits transition was not applied and the portal now flags the account as not eligible.

    1. Keep one authoritative support path and ask for case ownership transfer to Microsoft for Startups Program Support (instead of opening many parallel requests).
      • Include your existing case IDs: 2610260040004413 and 2610290040006971.
    2. In the same request, ask support to validate three items together:
      • membership account identity (the exact Microsoft account tied to your Startups profile)
      • subscription/tenant mapping used for consumption
      • Progressive Credits milestone status and award workflow state
    3. Re-sign in using only the membership account in a clean browser session (InPrivate) and confirm whether the support tile appears.
    4. If the portal still shows “This account can't be used for Microsoft for Startups credits,” request manual account remapping by Program Support and ask them to confirm the expected timeline in writing.

    Official references:

    Confirmed facts from your post:

    • Membership was previously approved in Progressive Credits workflow.
    • Workloads were running and sponsorship exhausted, then converted to PAYG.
    • Existing support cases have not reached effective resolution yet.

    Possible cause (not yet confirmed): identity/subscription linkage drift between your Startups membership account and the active Azure billing context.

    Validation checks after remediation:

    • Startups portal no longer shows the “account can't be used” message.
    • Program Support confirms eligibility state and mapping.
    • Credit status/benefit state reflects the intended Progressive Credits outcome.

    “If you find this answer helpful, please upvote it. If this resolves your issue, please mark it as the accepted answer so that it can help others in the community.”

    Was this answer helpful?

  2. K W 0 Reputation points
    2026-11-10T19:20:22.7833333+00:00

    Hi Marian,

    I experienced a similar issue and wanted to share the outcome, as it may help with your escalation.

    My startup had received an initial USD 5,000 credit allocation. After those credits were used, my subscription moved to Pay-As-You-Go, and the startup portal displayed the same message you reported: “This account can't be used for Microsoft for Startups credits.”

    Despite repeated requests for an investigation, support initially maintained that I had not completed the qualifying period and that additional credits could not be granted. I continued asking them to verify the underlying eligibility records, qualifying workload activity, and the effect of account-status changes.

    On November 10, 2026, a Microsoft for Startups support manager confirmed in writing that an internal tooling issue had caused my milestone eligibility to be reported inaccurately. Following a further review, Microsoft confirmed that my startup had met the requirements for Milestone 4 and applied an additional USD 45,000. That award is now visible in my billing account.

    The most useful point in my escalation was asking Microsoft to investigate the accuracy of its records and explain the account-specific evidence behind the refusal. My request concerned recognition of qualifying activity and correction of any inaccurate account data.

    Based on that experience, I suggest asking the team handling your case to confirm:

    The qualifying workloads, consumption records, and dates used in its assessment.

    Whether the startup membership, sponsorship, and Azure subscription are correctly linked.

    Whether any account-status change interrupted or excluded qualifying activity.

    Whether the milestone assessment has been checked against the underlying records following any relevant tooling or reporting corrections.

    Who owns the investigation and when you can expect a substantive response.

    I cannot confirm whether your account is affected by the same issue, but the similarities make an account-specific review worthwhile.

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.