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:

  • Extend a trial or turn an expired account back on.
  • Migrate to an on-premises Microsoft Dynamics CRM implementation.
  • Request a Service Level Agreement (SLA) billing credit.
  • Dispute a charge or clarify a license discrepancy.
  • Correct Partner of Record attachment errors.
  • Cancel a subscription or reduce licenses.
  • Correct any other activation or payment errors.

How to Contact Microsoft Dynamics CRM Online Billing Support

 

Original Platform Support Contact Information

 

Chat: http://rc.crm.dynamics.com/rc/2011/en-us/billing.aspx?ver=5.1

MOP Commerce Support Contact Information

Online case submission:

http://portal.microsoftonline.com/

 

 

 

Australia

1800506574

1800-197503

Austria

0800677708

800080650

Belgium

080049643

0800 81174

Brazil

0800 047 4792

8007621146

Canada

1866-792-3244

1-877-913-2707

Chile

1230 020 5655

800226826

Columbia

1 800 944 0724

01-800-5-1-81781

Costa Rica

800 5555 4423

0-800-012-1447

Cyprus

800 91190

80092519

Czech

800142591

800701371

Denmark

8070 3202

80347623

Finland

0800411301

08009 8462

France

0805 109234

0805540594

Germany

0800 2472637

0800 5892332

Greece

00800126842

0 080044142831

Hong Kong

800905797

30713055

Hungary

06 800 18510

36 80 983 899

India

000800 650 1710

000800 4402038

Ireland

1800936390

1800995309

Israel

1809231703

1809344179

Italy

800 987322

800917919

Japan

00531650532

0120-996680

Korea

N/A

080-495-0880

Luxembourg

800 26126

80021094

Malaysia

1800801139

1800 220030

Mexico

800 563 0610

01-8005630605

Netherlands

0800 0200494

8000202546

New Zealand

0800888074

0800 194197

Norway

800 57500

80031068

Peru

0800 5 4417

0800 77464

Poland

00800 1212439

800702320

Portugal

800 860584

800 208 745

Puerto Rico

1866-792-3332

1-877-913-2707

Romania

0800 894578

800896956

Russia

N/A

81080025481044

Singapore

18003962642

18006221816

Spain

900 938311

900814197

Sweden

020 1701950

0201605899

Switzerland

0800 088880

0800000300

Taiwan

N/A

0800666802

Trinidad/Tob

8553032732

1-8552147711

UK

0800 3762862

0800 032 6417

US

877-276-2464

1-877-913-2707

 

 

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:

  • Account name
  • Payment method
  • State
  • Date purchased
  • Renewal date

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:

http://office.microsoft.com/en-us/office365-suite-help/assigning-admin-roles-HA102816050.aspx#_Toc324333274

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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.

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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:

  • 1. Sign in to your Microsoft Dynamics CRM Online account using your user ID
  • 2. Click on the Purchase Now link.
  • 3. Choose how many licenses you wish to purchase.
  • a. You can also choose to add more storage at this point under Optional add-ons.
  • 4. Click the Check Out button to continue.
  • 5. Review your purchase and click Next if you would like to continue.
  • 6. Choose payment type. (*Note: this payment type cannot be changed after purchase)
  • a. Payment options
  • i. Credit Card
  • Can pay for a year up front or by month.
  • Must be a Global Admin or Billing Admin to see the credit card invoices.
  • Credit charge will be charged upfront.

 

  • ii. Invoicing
  • Must meet the invoicing threshold for invoicing option to show up.
    (Minimum spend in USD = US $500, India $50, rest of world $250)
  • Can pay for a year up front or by month.
  • Must be a Global Admin or Billing Admin to see the invoice.
  • Billed up front. Customers should receive first invoice notification within 24-48 hours after signing up.
  • If the transaction is over $15k (for monthly if monthly invoicing is selected, or if total annual amount if annual invoice is selected), the cart will pause and the customer will receive a credit application. Once the application is submitted, it may take 2-3 days for approval.

 

  • iii. Enterprise Agreement
  • Follow the normal Volume Licensing purchase process
  • 7. Review Legal Agreement, sign and click Next.
  • 8. Confirm order details and then click Place Order
  • 9. Confirm order details and then click Continue.
  • 10. For the provisioning to complete, one user MUST be assigned. In the Management area, click on Users.
  • 11. Click on the user that added the Microsoft Dynamics CRM Online subscription. Then click Edit.
  • 12. Click on Settings.
  • 13. Verify that the option for administrator permissions is set as Yes and the drop-down list shows the Global Administrator role selected. Click on Save.
  • 14. Go back to the Admin Overview
  • 15. You should now be able to Manage your Microsoft Dynamics 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:

 

  • 1. If you are paying for more than one Microsoft service through this page, select Microsoft Dynamics CRM Online from the drop-down list of services.
  • 2. On the Payment Options page, click Edit payment method information.
  • 3. On the Payment method activity page, update your credit card details, and then click Save.

To change credit cards:

  • 1. On the Transfer all services page, make sure that both Microsoft Dynamics CRM Online and Add new credit card are selected, and then click Next.
  • 2. On the Payment method activity page, click Go to payment method information page.
  • 3. On this page, click Use a different payment method.

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.

  • 4. When you're ready, click Next.
  • 5. Enter the details for your new payment method, and then click Save.

 

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:

  • 1. Navigate to "Subscription details page" in MOP
  • 2. Click "edit" link under Payment method.

 

 

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Answer a question about my bill

Original CRMOL Platform

Microsoft Online Portal

Start by reviewing your most recent and your previous monthly statements to see if there's an inconsistency. Follow these steps:

  • 1. Go to the Billing and Account Management page. If necessary, enter your Windows Live ID. If you pay for more than one Microsoft service through this page, select Microsoft Dynamics CRM Online from the drop-down list of services.
  • 2. On the Billing account overview page, inside the blue box titled Your payment methods, click My Payment Method.
  • 3. On the Payment method activity page, you can view your current and all past billing statements by selecting a date range in the Statement period drop-down list.

If seeing your billing statements doesn't answer your billing question, contact Billing Support at the phone number for your country or region.

 

Instructions here

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.

 

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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:

  • Billing administrator's Windows Live ID and password
  • Organization URL and name
  • Last day that you want your subscription to Microsoft Dynamics CRM Online to be available

You should have also made the following decisions:

  • Do you want to keep your existing data? If you want to keep the data, you can export it to Excel. For more information, see Export Data to Excel.
  • Do you want to keep any Internet Marketing service campaigns running? If you're not the person who signed up for the marketing service, you must work with that person to cancel or maintain it.

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.

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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.

 

Original CRMOL Platform

Microsoft Online Portal

You can add user licenses with the Add User License Wizard.

In the Navigation Pane, click Settings, click Administration, and then click Subscription Management.

  • 1. Under Resource Usage and Management, next to User Licenses, click Add Licenses.
  • 2. Complete the Add User License Wizard

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

 

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