Unable to contact Azure Billing Support – Portal will not allow creation of billing support request

Question

Unable to contact Azure Billing Support – Portal will not allow creation of billing support request

Radhika 0

Managed HSM was accidentally created and was never activated or used.Tried to deleted it immediately after noticing billing.Purge protection prevented the permanent deletion.

Contacted Azure product support and they confirmed they cannot resolve it from their side.

Trying to create a Billing support request however every portal path redirects to information pages and Phone support redirects you back to the website.

Requesting support escalating to Azure Billing or opening a billing case.Thanks,

Radhika

TP 162.3K Reputation points Volunteer Moderator

2026-08-25T20:13:06.3+00:00

Hi @Radhika ,

What method did you use to create the Managed HSM? Was it via command line or portal or something else? To confirm, did you navigate to below link, click Manage deleted HSMs, select your subscription and HSM, and click Purge, confirm?

https://portal.azure.com/#view/HubsExtension/BrowseResource.ReactView/resourceType/Microsoft.KeyVault%2FmanagedHSMs

I ask because, the default when creating via portal graphical wizard is for Purge Protection to be Disabled, and it asks you to enter number of retention days (minimum is 7). I read your other post and if I understand you correctly your retention is set to 90 days?

If there is some MS tool/technique that defaults to creating it with purge protection enabled I want to try and advocate to have the default changed so that this doesn't happen to others. And I may be able to give you some language to help argue with billing support that you didn't purposefully intend to create it with purge protection enabled with 90 day retention.

What type of Azure subscription is this? Free trial, Pay-as-you-go, Microsoft Customer Agreement, something else?

Please create a free Billing support request by carefully following my instructions below to avoid getting stuck in endless loop. Please add a comment below if you have trouble creating case.

1. To start the process, please navigate to below link:

https://portal.azure.com/#create/Microsoft.Support

2. Issue type: Billing, Problem type: Credit request, Problem subtype: <choose most appropriate>, similar to below screenshot:

3. Click Next. There will be a delay, then some Solutions will be displayed. DO NOT CLICK on any of these, instead click Return to support request in upper left corner.

4. Click Next to advance to Additional details tab. For Issue Category, select Azure - Billing Issue, if you don't have paid support plan choose Basic, continue filling out form, click Next, review information, click Create to submit case. You should receive an automated email within minutes and be contacted by support within 1 business day.

Thanks.

-TP
Radhika 0 Reputation points

2026-08-26T21:25:14.3+00:00

@TP Thankyou for your detailed response. We created HSM thro the portal ,and I was able to create a support request to the billing team.Haven't received any reply yet.Pls suggest how to navigate this issue to claim a refund or as credits ?
TP 162.3K Reputation points Volunteer Moderator

2026-08-26T21:57:47.6566667+00:00

@Radhika How many retention days did you enter when you created it? Did you try purging it via portal using the steps I listed above?
Radhika 0 Reputation points

2026-08-26T23:36:33.02+00:00

@TP 90 days , our team tried to do purge soon after they saw billing accruing 2days after provisioning ... as the portal didn't allow us to delete , we reached out for support and raised question in the forum...

1 answer

Your answer

Radhika 0 Reputation points

2026-08-26T21:25:14.3+00:00

@TP Thankyou for your detailed response. We created HSM thro the portal ,and I was able to create a support request to the billing team.Haven't received any reply yet.Pls suggest how to navigate this issue to claim a refund or as credits ?
TP 162.3K Reputation points Volunteer Moderator

2026-08-26T21:57:47.6566667+00:00

@Radhika How many retention days did you enter when you created it? Did you try purging it via portal using the steps I listed above?
Radhika 0 Reputation points

2026-08-26T23:36:33.02+00:00

@TP 90 days , our team tried to do purge soon after they saw billing accruing 2days after provisioning ... as the portal didn't allow us to delete , we reached out for support and raised question in the forum...

Answer 1

For this scenario, the supported path is to create an Azure Billing support request in the Azure portal and avoid the self-help loops.

In the Azure portal, open Help + Support.
Start Create a support request.
Enter Billing as the issue and select the affected subscription.
When the portal shows recommended articles or refund/self-help options, select Create a support request at the top instead of the suggested articles.
Continue to the support form, complete Summary, Problem type, and Problem subtype, then select Next.
If the portal shows solutions again, select Return to support request and continue.
Complete Additional details, review, and submit the case.
After submission, an automated email should arrive within a few minutes, and support should follow up.

Required access:

To create a support request for a subscription, the account needs Owner, Contributor, or Support Request Contributor at the subscription level, or a custom role with Microsoft.Support/*.
If the case involves account-specific billing changes, confirmation, ownership transfer, or cancellation, account billing administrator access is required.

If the portal still does not allow the case to be created, the documented next step is to create another support request specifically for help managing the original support issue, or contact the tenant administrator or support agreement owner to verify access and entitlement.

For Managed HSM billing, one accepted resolution path in similar cases is to work with Azure Billing through a billing support request, because product support cannot resolve billing directly.