How to get Azure support to engage with Key Vault Managed HSM billing issue?

For a persistent billing issue with a retired HSM resource where existing tickets are not getting engagement, the supported escalation paths are:

1. Open a dedicated Azure billing support request (free)
   Billing support is free and handled by a specialized team. Use the Azure portal and explicitly create a billing ticket rather than a technical one:
   1. Go to the Azure portal and navigate to Help + support (question mark icon in the global header → Help + support).
   2. Select Create a support request.
   3. For Issue type, choose Billing (not Technical).
   4. Select the affected subscription.
   5. Complete Summary, Problem type, and Problem subtype, then select Next.
   6. When Azure shows suggested solutions, do not select them. Instead, select Return to support request (if shown) and continue with Next to Additional details.
   7. Provide full details: subscription ID, dates the Managed HSM and resource group were deleted, approximate overage amount, and that charges continue despite deletion.
   8. Proceed to Review + create and select Create.
   This pattern (ignoring the suggested-solution tiles and explicitly returning to the request) is important to ensure a real case is created and routed to billing, as described in the fraud/overcharge example.
2. If you have an Enterprise Agreement (EA) or Partner-managed enrollment
   If the subscription is under an EA:
   • Ensure the requester is an Enterprise Administrator or Partner Administrator on the enrollment; only those roles can open EA billing tickets.
   • From the Azure portal global header, select the question mark → Help + support → Create a support request, and file it as a billing issue for the EA subscription.
3. If tickets appear stuck or need manual review
   In some cases (for example, account flags or incomplete subscription setup), the ticket flow requires explicitly returning to the existing ticket and adding more details instead of trying to open a new one. If the portal shows a message like “further information needed… Continue to submit a support ticket,” use the Return to support ticket button, add the requested details, and resubmit so the case can be picked up by the support engineer.
4. When multiple billing accounts or credits are involved
   If the subscription is associated with sponsorships, credits, or multiple billing accounts, resolution may require:
   • A technical ticket (for the underlying metering/retirement issue of the Managed HSM), and
   • A billing ticket (to move charges/credits or adjust invoices).
   This pattern has been used to resolve cases where charges were landing on the wrong billing account or sponsorship.
5. If the subscription is disabled or portal paths are blocked
   If the subscription is disabled and the portal does not allow ticket creation, use the published billing/support email channel for subscription/billing issues where applicable (for example, the support mailbox used in some regions for subscription-reactivation and billing problems). That route is specifically recommended when the portal cannot be used to open tickets.
6. For Azure Dedicated/Payment/Cloud HSM–specific issues
   • For Azure Cloud HSM: Microsoft handles all support (hardware, software, HSM configuration, network access). Open a Technical support request in the Azure portal and select the Cloud HSM service.
   • For Azure Payment HSM: open a Technical support request in the Azure portal and select Payment HSM as the service type. Microsoft handles provisioning/network/hardware; Thales handles application-level issues.
   • For billing anomalies (like continued charges after deletion), still use a Billing ticket as described above; technical HSM tickets can run in parallel if needed.
7. If no response after following the above
   • Confirm that the support plan and subscription are active and that the account used has sufficient permissions (Owner/Contributor on the subscription and, for EA, Enterprise Administrator or Partner Administrator).
   • Use the Recent support requests list under Help + support to open the existing cases and add a New message with updated impact and business justification; this can help re-prioritize the case.

These steps align with how Microsoft routes Azure billing and HSM-related issues and provide the most direct path to get a billing engineer engaged on ongoing charges for a deleted Managed HSM.

References:

• Create an Azure support request for an Enterprise Agreement issue
• Open a support ticket for an Import/Export job
• Open a support ticket for Azure Edge Hardware Center
• How to engage with Microsoft Operations
• Fraud Charges - Microsoft Q&A
• I have an Azure Credit of 11000$$, but I have 2 billing accounts. The bill doesn't come to the right place. - Microsoft Q&A
• Can't find the subscription - Microsoft Q&A
• “My Azure subAzure Subscription shows invoice paid but remains disabled; portal not allowing reactivation or ticket generation.” - Microsoft Q&A
• MCT renewal multiple ticket open since march no one help - Microsoft Q&A
• Azure Payment HSM service support guide
• FAQ about Azure Cloud HSM