Error E6118 when purchasing additional Exchange Online licenses

Question

Error E6118 when purchasing additional Exchange Online licenses

西岡祥貴 0

We cannot purchase additional Exchange Online licenses through the Microsoft 365 admin center.

We previously purchased licenses successfully, but increasing the license quantity now fails with error E6118.

The error message, translated from Japanese, says:

“There was a problem submitting your request. Contact support and provide this code: E6118.”

We added a different payment card and retried with an updated total license quantity, but the same error persists.

We have already contacted Microsoft Support. The issue remains unresolved and is blocking our email migration.

I found another E6118 report about viewing license keys, but our error occurs when purchasing additional licenses.

Is this a known purchasing or billing issue? What specific checks should we request from Microsoft Support?

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Answer 1

Hi @西岡祥貴

Many users have reported encountering the same E6118 error when attempting to purchase additional licenses in this discussion. Some users also indicated that resolution through Microsoft Support took some time. A workaround was mentioned in the thread, but later comments indicate that it may no longer work.

Since you have already changed the payment card and the purchase still fails, I recommend asking Microsoft Support to verify the following:

Whether there is any purchasing, fraud/risk, or commerce restriction associated with the tenant or billing account.
Whether the billing account, billing profile, and payment method are in a valid state and permitted to purchase additional licenses.
Whether the existing Exchange Online subscription can accept an increase in license quantity.
Whether there is any product, SKU, quantity, subscription, license-cap, or purchasing-channel restriction affecting the requested purchase.
Whether the failed E6118 transaction appears in Microsoft's commerce logs and, if so, what underlying backend error caused the transaction to be rejected.
Whether the subscription or billing account is in an inconsistent backend state that requires correction by Microsoft's commerce/billing team.

At this point, all you can really do is keep chasing Microsoft Support for a resolution. If the first-line support team cannot determine the cause, ask them to escalate the case to the appropriate Microsoft team and prioritize the investigation.