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Billing FAQs for CRM Online

Billing support agents for Microsoft Dynamics CRM often hear similar questions from our customers. To help answer your billing and subscription management questions as quickly as possible, we've put together this list of the most frequently asked questions.

How do I find the correct CRM Online billing and subscription support team?

Before contacting Microsoft Dynamics CRM Online services billing support, you'll need to determine which platform your CRM Online account is hosted on because each platform has its own billing and subscription management support team. The simplest way to do this is to match your CRM Online account sign-in to one of the formats listed here:

Microsoft online services platform

If you sign in to your CRM Online account with a user name that follows this format, email@contoso.onmicrosoft.com, you're on the Microsoft Online Services environment. To find a contact in billing and subscription support, you can:

Microsoft commerce transaction platform

If you sign in to your CRM Online account with a user name that follows this format, email@live.com, you're on the Microsoft commerce transaction platform. To find a contact in billing and subscription support, you can submit a query to CRMAOC@microsoft.com.

What billing activities do I need to contact CRM Online Billing Support to manage?

The instructions in this section apply equally to subscriptions purchased for Microsoft Dynamics CRM Online, Microsoft Dynamics Marketing, Microsoft Social Engagement, Parature, from Microsoftas well as Microsoft Office 365.

You can resolve many billing-related issues by yourself, but there are some requests that only billing support can resolve. Please refer to the CRM Online tab on the Billing and subscription support page if you want to do any of the following:

  1. Make a change to billing frequency.

  2. Make a change to payment method, that is, change from invoicing to credit card payments outside of subscription renewal. If you want to change your payment method during subscription renewal, see the next question for more information.

  3. Reactivate an expired account.

  4. Cancel a subscription or reduce the number of seats on a subscription. This can also be managed in the Office 365 admin portal, without having to contact Support.

  5. Dispute a charge or clarify a subscription discrepancy.

  6. Request a service level agreement (SLA) billing credit.

  7. Correct or change a Partner of Record attachment. This can also now be self-managed through the Office 365 admin portal.

When I renew my subscription, can I change my payment method?

During subscription renewal, you can move from credit card to invoice payment, but not from invoice to credit card. Please refer to the CRM Online tab on the Billing and subscription support page if you wish to change from invoice to credit card payments at subscription renewal time.

How do I purchase CRM Online through Volume Licensing?

If you're interested in placing an order for Microsoft Dynamics CRM Online through Volume Licensing, you can find more information on what the best option is for you by reviewing How Volume Licensing Works. For detailed information, see Purchase Microsoft Dynamics CRM through Volume Licensing.

How do I extend my CRM Online trial?

You can now extend your free trial on a self-serve extension on the Admin portal for a one-time extension of 30 days. Alternatively, you can submit a service request via the portal or call the Billing Support toll free numbers. Please note that for self-serve extensions you're required to enter your credit card information, but your credit card won't be charged for trial extensions.

How do I migrate from CRM Online to the on-premises version of CRM?

If your organization is considering changing from Microsoft Dynamics CRM Online to the on-premises (server-based) version of Microsoft Dynamics CRM, you will need to work with Technical support.

How do I cancel my CRM Online subscription?

The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM Online as well as through Microsoft Office 365.

You'll need to contact billing support to cancel your subscription. To contact billing support, please refer to the CRM Online tab on the Billing and subscription support page.

Before you call, have the following information ready:

  1. Billing administrator's Microsoft account and password.

  2. Organization URL and name.

  3. The day that you want your subscription to CRM Online terminated.

You should have also made the following decisions:

  1. Do you want to keep your existing data? If so, you can export it to Microsoft Office Excel. For more information, see Export Data to Excel.

  2. 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.

    In addition, you can now do a self-serve cancellation of your subscription form the Admin portal.


Important

If you cancel today, this subscription will remain active until the end of the billing cycle.


How do I reactivate my expired CRM Online account?

The instructions in this section apply to subscriptions made through Microsoft Dynamics CRM Online as well as through Microsoft Office 365.

To reactivate an expired Microsoft Dynamics CRM Online account, you'll need to contact billing and subscription support. Please refer to the CRM Online tab on the Billing and subscription support page.

If you saved your data to a Microsoft Office Excel workbook before canceling your CRM Online account, you should be able to import the saved data.

How do I apply for a credit due to a CRM Online service outage?

The instructions in this section are common for subscriptions made through Microsoft Dynamics CRM Online as well as through Microsoft Office 365.

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 Service Level Agreement.

Submit a claim by contacting Billing and subscription support. To contact billing support, please refer to the CRM Online tab on the Billing and subscription support page.

How do I apply for non-profit pricing?

Please refer to the Non-profit pricing page for more information on how to apply.

How to change the Bill to country

You need to create a new tenant and the desired bill-to-country and purchase the desired offer on the new tenant. You'll have to manually export data from the old tenant and import into the new tenant. Finally, you'll contact Billing Support to cancel your subscription. To contact billing support, please refer to the CRM Online tab on the Billing and subscription support page. If you require assistance with migrating the data, contact Technical support.

I'm a CRM Online customer and I have learned there is a minimum of 5 Professional users that I need to purchase. What if I only require 3 professional users?

That is correct. Microsoft Dynamics CRM Online customers need to buy a minimum of 5 paid Professional users. The Microsoft Online Services environment enforces this for new customers.

Applies To

CRM Online

 
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