Dynamics Community Forum Thread Details

Customer cannot see their D365 Operations Device Sub Per Device

Hi Team, customer bought EA (SCE) from us when they log on their account they cannot see their D365 Operations Device Sub Per Device and other licenses are reflex in their portal as normal. in this case, can you help me how we can help customer to see above license. please help. Thank you

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Dynamics 365 Finance

Good morning, afternoon, or evening depending on your location :)
Hope you are well today!

If your customer cannot see their D365 Operations Device Subscription (Per Device) in the Microsoft 365 Admin Center after purchasing via EA (Enterprise Agreement) under SCE (Server and Cloud Enrollment), here are the most likely causes and how to resolve them:

Common Causes & Fixes
1. Insufficient Admin Permissions
Only users with Global Admin or Billing Admin roles can view all subscriptions in the Microsoft 365 Admin Center.
Action: Ensure the customer is logging in with an account that has Global Admin or Billing Admin privileges [1].
2. License Not Yet Assigned or Provisioned
Sometimes, newly purchased licenses (especially via EA) may take time to appear or may not be automatically assigned.
Action:

Go to Microsoft 365 Admin Center > Billing > Your Products.
Check if the D365 Operations Device Subscription is listed.
If not, go to Billing > Purchase Services to verify if it’s available for assignment.

3. Device-Based Licensing Visibility
Device-based licenses (like D365 Operations Device) may not appear under user-based license views.
Action:

Check under Devices in the Microsoft 365 Apps Admin Center.
Ensure the device is joined to Microsoft Entra ID (formerly Azure AD) and added to the correct group [2].

4. EA License Not Synced to Tenant
In some cases, EA licenses may not sync properly to the tenant due to provisioning delays or tenant mismatch.
Action:

Confirm the EA agreement is linked to the correct tenant ID.
If needed, contact your Microsoft Licensing Partner or Microsoft Support to verify the license provisioning [3].

Next Steps

Verify Admin Role – Ensure the customer is using a Global Admin account.
Check License Visibility – Look under both Users and Devices in the Admin Center.
Confirm Tenant Association – Validate that the EA license is tied to the correct Microsoft 365 tenant.
Contact Microsoft Support – If the license still doesn’t appear, raise a support ticket via Microsoft 365 Admin Help.