Help with problems when purchasing via Microsoft's AppSource
or Azure Marketplace

Microsoft's AppSource purchasing issues fall into a few general categories

 

  1. AppSource Country Locked to USA or Wrong Country

  2. Commerce/transaction problems

  3. Portal initial login issues

 


1 AppSource Country Locked to USA or Wrong Country 

 

The AppSource commerce portal will auto-fill the country for billing based upon the Azure tenant's original creation country.

 

Once and Azure (or Office 365) account is created, the original country cannot be changed. User licence country settings and company address information is not relevant to the country shown by AppSource.

 

To find the country setting of any AAD user's tenant, go to this URL when logged in as that user:  https://account.azure.com/Profile 

 

You will see a window that shows the country information:

How to buy AppSource services if the country is shown incorrectly.

 

The AppSource portal will process the order, but will be in the currency shown. Go ahead and enter any valid (or fictional) address for the country setting, the address and country information will not be provided to the credit card company when the transaction is sent for approval.

 

Although the currency will be incorrect and the card may be charged in the currency shown  (e.g. USD), the transaction will succeed and the AppSource trial will be provisioned.

 

This issue has been escalated to Microsoft who are aware and have logged the development task to provide a resolution to this. They have not provided any estimated time for a fix. 

 

2 Commerce/transaction problems

 

During the buying journey, the transaction may fail for one of several reasons. These are to do with Microsoft purchasing processes and not the Call2Teams service.

 

NOTE: Until you see this Configure now button the process is completely in the hands of Microsoft AppSource:

At the point you click the Configure now button the service will be charged and the subscriptions activated. This button will take you to the Call2Teams portal for first login.

 

Errors that you should log directly with Microsoft 

 

The following errors occur during the purchase process and the portal doesn't provide much guidance as to the problem. Sometimes using a different payment card can help.

 

a.   Microsoft AppSource is disabled

 

To fix this particular error, you'll need to have PowerShell skills, or pass to the IT support person that has. Here are the instructions to re-enable AppSource on your tenant.

Option 1

Re-enable the AppSource SP manually.

 

Install-Module AzureAD

Connect-AzureAD

$SPObjectId = (Get-AzureADServicePrincipal -Filter "AppId eq 'a0e1e353-1a3e-42cf-a8ea-3a9746eec58c'").ObjectId

Set-AzureADServicePrincipal -ObjectId $SPObjectId -AccountEnabled $True

 

Option 2

The same as option 1 but a different method to enable the AppSource SP.

 

Install-Module MSOnline

Connect-MsolService

Get-MsolServicePrincipal -AppPrincipalId a0e1e353-1a3e-42cf-a8ea-3a9746eec58c

Set-MsolServicePrincipal -ObjectId <ObjectId> -AccountEnabled $true

 

where the last command uses the ObjectId from the third command's output.

 

b.   Something went wrong and purchase has failed

c.   Other "Something Went Wrong" errors

3 Portal initial login issues

The main cause of the failure at this stage is due to web browser issue. 

 

Please note Internet Explorer is not supported by the Call2Teams portal

Please try the process again using an in-private browser session with one of these browser types:

  • Microsoft Edge

  • Firefox

  • Google Chrome

 

Other things to try:

  • Ensure any pop-up blockers are disabled.

  • Try the process on a different computer, preferably using a different network access (e.g. tethered to a mobile hotspot)

 

If the token is no longer valid, then the transaction has completed and you should be able to log in to the portal at admin.call2teams.com 

 

Getting help from Microsoft

 

If this problem will not resolved using the above methods, then the issue can be escalated to Microsoft. 

 

To do this,

  • log in to the Microsoft 365 admin portal at https://www.office.com/ 

  • Go to the Admin icon

  • On the left hand side menu bar select "Show All" and the Support option will show,

  • Create a support request  

 

If you don't have access to your Office 365 account then follow this link:

https://support.microsoft.com/en-us/supportforbusiness/productselection

Getting help after the Configure Now stage

If you are experiencing difficulty after you have clicked the Configure Now button, then please send us some information to look into the problem :

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