Acquiring a Pay-per-incident support.

Question

Acquiring a Pay-per-incident support.

Craig Saunders 0

I am attempting to create a Pay-per-incident (PPI) support without success. I attempted to use my O365 admin and my work account that gets me logged into the Engage Center, but when I try to select the option for the Pay-per-incident I get the following message, “We were unable to find an eligible support plan associated with your account.” or “We were unable to find an eligible support plan associated with your account.”. I created a personal account and tried to create the PPI that way; however, after entering my credentials, I get as far as the Engage Center and in the middle of the screen I see 6 blue dots scrolling from left to right and the screen just hangs there. I tried different browsers, clearing the cache on all the browsers and even attempted a different network entirely with the personal account without success. This has been very frustrating as I have been trying to create this PPI to get assistance to fix a server problem. I have attempted the only phone number I found directing me to use the online portal that gave the results above.

Are there any other options I can attempt to make this issue work of an alternate phone number?

Please advise.

0 comments

1 answer

Your answer

Answer 1

Kai-L 20,130 Microsoft External Staff Moderator

Dear Craig,

I'm sorry you've been going in circles on this, especially with a server problem waiting to be fixed. Unfortunately, as a forum moderator, I am not able to purchase support or open a case on your behalf. My role here is limited to providing general guidance you can apply from your side.

The "no eligible support plan" message suggests your work account doesn't have a support plan linked to it in Engage Center. Engage Center is the channel Unified/Premier customers use to open tickets, so the message can appear when the signed-in account doesn't have one of those plans. Pay-per-incident support is linked to the Microsoft account used to purchase it, so trying with your personal account was the right approach.

For the page that keeps loading, a few things worth checking before you try again:

Use a private browser window with extensions, ad blockers and VPNs turned off.

Allow cookies and pop-ups for Microsoft sites, and set tracking prevention to Balanced if you use Edge.

Make sure your personal Microsoft account has a country/region and billing details set at account.microsoft.com.

It's also worth confirming that your server product is still within its support lifecycle, since products out of lifecycle aren't covered.

For reference: Microsoft Professional Support (pay-per-incident): FAQ | Microsoft Support

I hope this information is helpful and provide you with a clear path forward. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always happy to help. Have a wonderful day!

Kai-L 20,130 Reputation points Microsoft External Staff Moderator

2026-10-15T22:21:33.6+00:00

Dear Craig,

It has been a while and I am writing to see how things are going with this issue. If there’s anything else I can assist you with or if you need further clarification, please don’t hesitate to let me know, I’m here to help. Looking forward to hearing from you. Wishing you a great day ahead!
Craig Saunders 0 Reputation points

2026-10-16T13:45:47.98+00:00
Hello Kai-L,

As of today I am still struggling with trying to create a pay-per-incident support.

This situation has become extremely frustrating and I am not sure what to try next.

I have done the following:

Attempting to login with my Outlook MSA account

Using InCognito and InPrivate.

Changed the settings for allowing pop-ups and ad-blockers. No VPN is being used during this process

I have adjusted my Outlook MSA account with the country/region and billing details.

When I attempt to call the support phone number it instructs to use aka.ms/prosupport which takes me back to the Engage Center with the same result logging on.

I even tried to see if I could get my request forwarded to the correct department for a call back to create the incident… which the moderator declinded.

I even got a call from a MS System Engineer who perform a quick assist to view what was happening and he was even puzzled why it didn’t work. He also promised that he would send a working phone number and url to assist. The phone number and url were the same as the ones I’ve been struggling with for support.

So at this time, there hasn’t been a resolution. Why should it be so difficult to try and get a Pay-per-incident support going?

Please advise.

--Craig
Kai-L 20,130 Reputation points Microsoft External Staff Moderator

2026-10-16T23:00:53.9033333+00:00
Dear Craig,

Thank you for laying out everything you've tried. You've clearly put a lot of time and effort into this, and I understand how frustrating it is to keep ending up at the same sign-in page, especially after an engineer looked at it and couldn't explain the problem either. Unfortunately, as a forum moderator, I am not able to create a support incident or troubleshoot Engage Center sign-in directly. My role here is limited to general guidance you can apply from your side.

Since the technical support line keeps sending you back to the same page, here are a few routes you may not have tried yet:

Contact Microsoft sales support: Buying a support incident is a purchase, so the sales team may be able to help, and they use a different line from technical support. You can find the number for your country under Microsoft sales support on Contact Microsoft customer support.

Try a different Microsoft account: If the problem is tied to your current account, signing in with a newly created Microsoft account may get you past the sign-in step. Please note that incidents are linked to the account used to buy them, so use the same account from purchase onward.

Start from the Contact Us page: Go to support.microsoft.com/contactus and select the product you need help with. This may take you through a different path to support.

I'm sorry this has been so difficult. I hope one of these options gets you through. Feel free to update this thread with how it goes.