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Hello Support Team,
My name is Maten, and I am the Systems Supervisor at a hotel in city Atyrau, Kazakhstan. Until December 2024, our hotel was part of the Marriott International network. During that time, we purchased Microsoft licenses through Marriott’s approved vendor — Insight, in accordance with their internal policy.
After leaving the Marriott network, we retained all necessary documentation confirming our rights to these licenses, including the Perpetual License Transfer Form and the Microsoft License Transfer (MLT) document.
Currently, I am trying to contact Insight, but unfortunately, they have not responded to my messages. My first request was sent on June 30, and since then, I have only received a few automated replies stating that my case is “under review,” with no real updates or progress.
I understand that your team is independent and not directly part of Microsoft, but I would really appreciate your advice on what steps I can take in this situation. Specifically:
Is there a way to submit an official complaint or request through Microsoft if the vendor is unresponsive?
Or could you please advise whom I can contact to get further assistance regarding these licenses purchased through Insight?
I am ready to provide all correspondence and supporting documents if needed.
Thank you very much for your time and any guidance you can offer. Your help in pointing me in the right direction would be greatly appreciated.
Best regards, Maten Systems Supervisor
Процессы в Microsoft 365 для настройки приложений Office, использования ключей продуктов и активации лицензий.
Hi Jade,
Thank you very much for your response. For some reason, I don’t have the “Help & Support” button I’ve attached a screenshot for your reference.
Could you please advise how I can access it or where it should be located?
Thank you in advance for your help!
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Dear @Maten-Kozha Oryngali,
Thank you for your response!
In this case, please kindly contact your IT administrator, as only the IT administrator has the authority to perform this action.
Jade,
I think there might be a misunderstanding I don’t have a Microsoft account. That’s why I can’t see the “Help & Support” option.
Could you please advise what I should do in this case or how I can get assistance without a Microsoft account?
Thank you very much for your time and help.
Dear @Maten-Kozha Oryngali,
I’m sorry for the confusion earlier. Since you don’t have a Microsoft account, the best way to get assistance in this case is to contact the customer support team by phone. Have you had a chance to try calling them yet?
Thank you very much for your time and understanding. Looking forward to your response!
Jade,
Yes, I called them, but unfortunately I couldn't get past the answering robot even though I called during business hours.
Sincerely,
Maten
Dear @Maten-Kozha Oryngali,
Thank you for your response!
I sincerely apologize as moderators we are currently unable to access your product or account to provide direct support.
In this case, only the Support team can handle your request. I kindly ask that you please call the Support team again for the fastest assistance. If you still encounter difficulties, please try again at a later time.
Dear @Maten-Kozha Oryngali,
Thank you for posting your question in the Microsoft Q&A forum!
According to your description, I understand that you are having the issue with your Microsoft licenses purchased through Insight.
This issue is related to licensing, so the best approach in this case is to contact the Billing team for assistance.
You can contact Billing and complete this process by following these steps:
Step 1: Please log in to the website https://admin.microsoft.com
Step 2: After logging in, look at the bottom right corner of the screen and click on Help & Support
Step 3: In the search box, enter: Billing
Step 4: Click on Contact us
Step 5: Choose your preferred contact method (live chat, email, or request a call back)
Step 6: Fill in all the required information as prompted by the system
After you submit the ticket, a live agent will contact you shortly to assist with the issue
Regarding your request, the best approach is to submit a support ticket to the Microsoft billing team. They have access to your account and can call you directly to assist with the process.
To submit a support request to the billing team, please follow the steps outlined above. At Step 6, kindly provide details related to billing, such as your Microsoft licenses purchased through Insight, so the team can assist you appropriately.
If you cannot access the Admin Center, you can contact Microsoft directly via the support phone number for quick resolution. Customer service phone numbers
I would truly like to help you as quickly as possible. However, as a forum moderator, I do not have access to your account or tenant due to Microsoft’s strict privacy policies. My role is to provide general guidance and help redirect you to the appropriate teams who can support you more directly.
These details will help us determine the best way to resolve the issue.
Again, I truly appreciate your patience and understanding. If you have any further questions or need clarification, please feel free to reach out. I'm looking forward to hearing from you!
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