Media3 marketplace cpanel with billing via Microsoft issue for service that didnt work and was cancelled

Question

Media3 marketplace cpanel with billing via Microsoft issue for service that didnt work and was cancelled

Ellie O'Collins 0

I signed up for cpanel by Media3 which never worked on azure. I have 2 x invoices. Media3 cancelled and said would not be charged. However Microsoft still trying to get me to pay for 2 invoices for marketplace service that didnt work. I cannot get through to anyone in Microsoft billing. I have copies of correspondance with Media 3.

Ellie O'Collins 0 Reputation points

2025-12-12T00:20:19.89+00:00

Unable to create a new support request for billing with the options on Microsoft help. Wont let me!!

2 answers

Your answer

Ellie O'Collins 0 Reputation points

2025-12-12T00:20:19.89+00:00

Unable to create a new support request for billing with the options on Microsoft help. Wont let me!!

Answer 1

Bharath Y P 8,495 Microsoft External Staff Moderator

Hello Ellie O'Collins, It sounds like you're experience issue with the Media3 cPanel service and the related billing issues through Microsoft.

Check Your Invoices:

Log in to the Azure portal,
Go to Cost Management + Billing and review your invoices.

You can filter by type to specifically look for Azure Marketplace charges. This will help you identify if the charges are indeed related to the service in question.

Since you have correspondences from Media3 stating they cancelled the service and won't charge you, make sure you keep all these documents handy as they will be essential for disputing any charges.

If Media3 indeed canceled the service and you were charged after that, you might want to formally request a refund through Microsoft.

https://learn.microsoft.com/en-us/marketplace/refund-policies

Here are the steps you can follow to create support requests:

Go to Azure portal > Search for Help + Support or https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview
Click on Create a Support Request
On right-side panel, enter Billing and click Go > select the issue with "Billing" > select your Subscription then click Next.
Do not click on Refund request button or any suggested articles instead click on the Create support request on top of the panel.
Select the Issue type as Billing and, select the summary, problem type and problem subtype as per your issue like below > then click on Next.
Do not click on Refund request button or any recommendation solution/article, instead click on the Return to support request then click Next.
Fill all the required information and provide a clear description of your issue and click Next.
Review and create as submit the support request
You should receive an automated email within a few minutes and then be contacted by support team.

Kindly check the below documentation for more details: How to create an Azure support request - Azure supportability | Microsoft Learn

Hope this helps, if you still encounter any issue, please do let us know, thanks

Bharath Y P 8,495 Reputation points Microsoft External Staff Moderator

2025-12-12T22:42:16.6566667+00:00

Hello Ellie O'Collins, I just wanted to kindly follow up to check if you had a chance to review my earlier response. I hope the information shared was helpful. Please feel free to reach out if you have any additional questions or need further clarification. If the answer addressed your query, it would be great if you could accept it and up-vote. This not only helps us but also makes it easier for other community members who might face the same issue. Thanks
Bharath Y P 8,495 Reputation points Microsoft External Staff Moderator

2025-12-17T00:18:31.9933333+00:00

Hello Ellie O'Collins, I just wanted to kindly follow up to check if you had a chance to review my earlier response. I hope the information shared was helpful. Please feel free to reach out if you have any additional questions or need further clarification. If the answer addressed your query, it would be great if you could accept it and up-vote. This not only helps us but also makes it easier for other community members who might face the same issue. Thanks
Ellie O'Collins 0 Reputation points

2025-12-17T01:52:59.13+00:00

hi thanks for your follow up. I am unable to select the subscription that I am getting invoices for. Only shows Azure sponsorship which is not what the external billing is for. I keep getting emails that my azure will be impacted. So I am unable to resolve this issue.
Bharath Y P 8,495 Reputation points Microsoft External Staff Moderator

2025-12-18T00:37:14.1533333+00:00
Hello Ellie O'Collins, Thanks for the update.

Identify the subscription ID

Go to the invoice email or Azure Cost Management > Billing > Invoices.

Each invoice lists the subscription ID. That’s the one generating charges.

Verify the correct Azure AD directory

Go to Azure Portal.

In the top right corner, click on your account name.

Select Switch Directory.

Review all available tenants listed there.

Switch into each tenant one by one and then go to Subscriptions in the left-hand menu.

Look for the subscription ID that matches the one on your invoice.
Ellie O'Collins 0 Reputation points

2025-12-18T02:11:52.1733333+00:00

I am unable to place a support ticket to billing as azure sponsorship and says not eligible. I have marketplace bills issued from a 3rd party via microsoft that the 3rd party said to cancel and request refund. I am at a loss ! I really wanted to use azure for my development but this billing issue has been going on for weeks without any ability to resolve. No available option to contact anyone.
Suchitra Suregaunkar 13,785 Reputation points Microsoft External Staff Moderator

2025-12-18T12:07:17.3+00:00
Hello Ellie O'Collins,

when you cannot create a Billing support ticket under an Azure Sponsorship subscription. This behavior is expected because Azure Sponsorship plans do not include Billing Support, which is why the portal blocks you from selecting Billing even though you are receiving Marketplace invoices.

At the same time, Azure Marketplace charges are Microsoft‑issued invoices, and Microsoft Billing must review them before any refund or credit can be processed even if the publisher (Media3) already confirmed cancellation.

Azure Sponsorship subscriptions cannot open Billing support cases. This is part of the official support model for Sponsorship subscriptions.

Open a ticket under “Subscription Management” instead of “Billing”:

In Azure Portal: Help + Support → Create Support Request → Issue Type: Subscription Management

Under the description, clearly state: “My Sponsorship subscription prevents Billing ticket creation. I have Microsoft-issued Marketplace invoices for a Media3 offer that the publisher already cancelled. I need Billing to review the cancellation proof and reverse the Marketplace charges.”

Subscription Management cases can be internally routed to Billing when Billing is blocked.

Attach Proof from Media3:

Microsoft Billing can only reverse Marketplace charges after verifying:

Media3’s written confirmation of cancellation

That the service did not work

Any correspondence or ticket IDs from Media3

Marketplace billing disputes follow strict Microsoft policy:

Publisher confirms cancellation

Customer submits proof

Microsoft Billing validates the entitlement and reverses the invoice

This is the supported workflow for any third‑party Marketplace service. Documentation: https://learn.microsoft.com/marketplace/get-support

To resolve your Media3 Marketplace invoices, please open a Subscription Management support request and attach Media3’s cancellation confirmation. Microsoft will internally route your case to Billing to validate and reverse the charges.

If you have any other queries, please do let us know.

Thanks,

Suchitra.
Bharath Y P 8,495 Reputation points Microsoft External Staff Moderator

2025-12-20T00:15:43.8333333+00:00

Hello Ellie O'Collins, I just wanted to kindly follow up to check if you had a chance to review my earlier response. I hope the information shared was helpful. Please feel free to reach out if you have any additional questions or need further clarification. Thanks

Answer 2

If you are facing issues with invoices for a service that was cancelled and did not work, it is important to address this with Microsoft billing support. Since you have already contacted Media3 and they confirmed that you would not be charged, you should provide this correspondence to Microsoft to resolve the billing issue.

To get support from Microsoft regarding your billing concerns, you can open a support request through the Azure portal. Here’s how you can do it:

Go to the Help + Support page in the Azure portal.
Select New support request.
For Issue type, choose Billing.
For Problem type, select Marketplace.
Choose the appropriate Problem subtype that describes your issue.

This will allow you to communicate directly with Microsoft support regarding your invoices and the cancellation of the service. Make sure to include all relevant details and correspondence with Media3 to expedite the resolution process.

References:

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Media3 marketplace cpanel with billing via Microsoft issue for service that didnt work and was cancelled

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