Frequently asked questions about
Microsoft Dynamics CRM Online Billing
Published: 2/8/2012 Updated: 1/10/2013
Billing Support agents for Microsoft Dynamics CRM Online often hear similar questions from our customers. To help you get back to work as quickly as possible, we put together this list of the most frequently asked questions.
Know when to contact Billing Support
You can resolve many billing-related issues by yourself, but there are some issues that only Billing Support can resolve. Contact Billing Support to:
How to Contact Microsoft Dynamics CRM Online Billing Support
Original Platform Support Contact Information
MOP Commerce Support Contact Information
Online case submission:
0800 047 4792
1230 020 5655
1 800 944 0724
800 5555 4423
06 800 18510
36 80 983 899
000800 650 1710
800 563 0610
0800 5 4417
800 208 745
0800 032 6417
Extend my free 30-day trial
Your free trial can be extended one time for 30 days by calling Billing Support at the phone number for your country or region.
Request a Service Level Agreement (SLA) billing credit
You may be eligible for a billing credit if your online service level falls below 99.9% availability. For complete details, including a critical list of exclusions, see the Microsoft Dynamics CRM Online Service Level Agreement. Submit a claim by contacting Billing Support.
Manage my subscription
CRMOL Original Platform
Microsoft Online Portal (MOP)
Access the Microsoft Billing and Account Management page to manage your subscription. On this page, you can update personal information, manage payment options, view billing history, and view details of your subscription, including:
See the Microsoft Billing and Account Management page, and, if necessary, sign in with your Windows Live ID. Then select Microsoft Dynamics CRM Online from the list of Your services.
To change your Billing Administrator or Invoice Contact - contact Billing Support
Access Online Portal Admin Page: http://portal.microsoftonline.com/
Navigate to "subscriptions>manage"
- Contact Commerce Support for additional questions
Customers can change your invoice contact here:
Resolve a credit card billing issue
Call Billing Support at the phone number for your country or region listed above.
Purchase Microsoft Dynamics CRM Online through volume licensing
If you're interested in placing an order for Microsoft Dynamics CRM Online through volume licensing, contact Microsoft to find a Microsoft Authorized Enterprise Software Advisor (ESA) or a Microsoft Authorized Large Account Reseller (LAR) to help you acquire licenses under the Enterprise Agreement, Campus Agreement, or School Agreement.
For detailed information, see Purchase Microsoft Dynamics CRM Online through volume licensing.
Migrate from Microsoft Dynamics CRM Online to the on-premises version of Microsoft Dynamics CRM
If your organization is considering changing from Microsoft Dynamics CRM Online to the on-premises (server-based) version of Microsoft Dynamics CRM, you should call Billing Support at the phone number for your country or region.
Convert my trial subscription to a paid subscription
Follow these steps to convert your 30-day trial subscription to a paid Microsoft Dynamics CRM Online subscription:
Update my credit card information or pay by using a different credit card
Original CRMOL Platform
Microsoft Online Portal
Designated Billing Admins: Go to the Billing and Account Management page.
If necessary, sign in by using your Windows Live ID.
To update credit card information:
To change credit cards:
The Confirm transfer page opens, and you'll be asked to confirm that you understand all of the conditions that apply to the new payment method.
The Billing account overview page opens to display both the new and the old credit cards. The old credit card will be marked Removed.
NOTE: The credit card information must match the address on your credit card billing statement
Customer can update their credit card information or add a new card:
Answer a question about my bill
Start by reviewing your most recent and your previous monthly statements to see if there's an inconsistency. Follow these steps:
If seeing your billing statements doesn't answer your billing question, contact Billing Support at the phone number for your country or region.
To view your bill, do one of the following:
- On the Admin page, under Subscriptions, click Manage, click a subscription name, and then click View bill.
- On the Admin page, under Subscriptions, click Manage, and then click Billing.
View billing history
Go to Admin > Subscriptions > Manage > Billing history.
When you view billing history you can:
See a history of the charges on your account. You can view charges for the current billing period and previous months.
See all the orders for a given charge in a billing period. An order includes one or more subscriptions that you have purchased, such as an Office 365 plan or a service, such as SharePoint Online.
See detailed information about each order, such as the cost of each subscription and the unit price and number of licenses.
Access the official PDF invoice for your orders.
Cancel my subscription to Microsoft Dynamics CRM Online
To cancel your subscription, call Billing Support at the phone number for your country or region.
Before you call, have the following information ready:
You should have also made the following decisions:
For additional information about things to consider before canceling the subscription, see Cancel your subscription to Microsoft Dynamics CRM Online.
Cancelation fees may apply. Details of the fees are in the Terms of Service.
Turn my expired Microsoft Dynamics CRM Online account back on
To turn on an expired Microsoft Dynamics CRM Online account, call Billing Support at the phone number for your country or region. If you saved your CRM data to Microsoft Excel before canceling your Microsoft Dynamics CRM Online account, you should be able to import the saved data.
Add users to my Microsoft Dynamics CRM Online account
Each user license requires a unique user ID, and every user who logs on to Microsoft Dynamics CRM needs a license. When you add a user to your subscription, that user is automatically assigned one of the licenses you purchased.
You can add user licenses with the Add User License Wizard.
In the Navigation Pane, click Settings, click Administration, and then click Subscription Management.
To reduce user licenses, contact Billing Support.
If you want to:
Do it here:
Assign a license to a user
Add the user on the Office 365 Admin portal Users page, or assign a license to an existing user on the Licenses page
Remove a license from a user
Delete the user on the Office 365 Admin portal Users page, or remove a license from an existing user on the Licenses page
Purchase more licenses
On the Office 365 Admin portal Purchase page
View the number of licenses you purchased, and how many are still available
On the Office 365 Admin portal Licenses page
You must be a member of an appropriate administrator role to do these tasks. Learn more: Assigning administrator roles in Office 365