Views:

What’s happening?

Customer is unable to locate or view purchased digital licenses (for example "Dynamics Customer Service Digital Messaging add-on") within their tenant portal, despite confirmation from the reseller that the licenses have been procured.

Reason:

This can happen in licenses purchased were add-on licenses, but the required base licenses were not present in the tenant. For example, if the customer had purchased Dynamics 365 Sales licenses, which do not qualify as the required base license for the Customer Service Digital Messaging add-on.

Resolution:

The customer should work with their reseller or partner to correct the licensing order and ensure the appropriate base licenses are acquired.

For more information, refer to the Dynamics 3656 Licensing Guide