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Could I get assistance with the following issue? I need to unlock more funds, but the support team has been obstructing my progress for over two weeks without any real advancement. This is quite frustrating.
Title: Domain or Business Verification - TrackingID
I hope this message finds you well. I am writing to express my concern regarding the progress of the ticket raised on 28th February 2025.
On 1st March, the case owner advised that the provided documentation did not meet the accepted standards. My team sent two separate emails on 2nd and 3rd March requesting clarification, as we believe the documentation meets the requirements as per the MS Startup Hub guidelines. However, the case owners response on 4th March was identical to the initial email sent on 1st March, without addressing our requests for clarification. This suggests that the emails sent on 2nd and 3rd March were not reviewed, and the response appeared to be a copy-paste from the dedicated team without proper understanding or effort to resolve the issue.
My team sent another email on 4th March requesting clarification on the initial email. We also attempted to contact the support case owner on 11th March for an update, where he acknowledged and apologized for the delay. Despite this, on 5th March, the support case owner replied with the same exact email sent on 1st March, still not addressing our concerns.
Since 5th March, my team has repeatedly requested the support case owner to share the contact details of his line manager, but these requests have been ignored, raising further concerns. On 7th, 8th, 9th, and 10th March, my team tried to get an update and resolve the ticket, but there was no response from the support case owner.
It is evident that the ticket has been open for more than 12 days now, with very slow and unprofessional progress due to the lack of communication and action from the support case owner. This has started to affect our business and the progress of our development. It appears that there is a level of misunderstanding and a lack of proper communication from the support case owner, which is concerning.
We kindly request that this ticket be assigned to another team member who is more proactive and willing to help us close this ticket as soon as possible.
I also request a resolution for this ticket within the next 24 hours. If there is no satisfactory resolution within this timeframe, I will need to escalate this matter through our other Microsoft channels. Our parent company has a gold relationship with Microsoft, and while we value this partnership, we are prepared to escalate our concerns and issues if necessary.
We look forward to your prompt response.
@Sam We reviewed your support case and reached out to the internal team to raise awareness.
They shared that the domain verification is done by a 3rd party, and the process has a number of steps, so the time for completion can take a while. It does appear that this part of the request was submitted to the internal team for review yesterday. We want to assure you that it appears the correct actions have been taken by your case owner and ask for your patience as the review is performed.
Please note that your documents must meet the strict requirements that your support case owner provided you. If your documents do not meet these requirements, they will not be able to approve your domain verification and will request further documentation from you. Ensuring the documents you provided meet these requirements is important to avoid further delay.
In regard to your support experience, I summarized your experience and shared it with the owning team for their review.
Please reply here if you encounter further issues.
@brtrach-MSFT Thank you so much for your swift response and support! I truly appreciate it. After more than two weeks, the verification process is now unlocked, allowing me to re-submit the domain purchase invoice. I'll keep you updated if I run into any more issues.
Hi @brtrach-MSFT I provided/uploaded a domain purchase invoice which shows (I can share it directly via email):
· Name matching the entity name on the FH portal
· Domain name matching what is on the FH portal
· It is less than 12 months old
I received this advice from an AI Assistant “Based on your profile, since you have already ensured that the name and domain match the FH portal, your next best step is to contact support to get more details on the rejection reason, as they can provide insights specific to your case.”
I have contacted the support team but have not received a response yet. I feel as though I have been stuck in this situation for three weeks without clear guidance on what is missing from the provided invoice and why it has been rejected. The portal generates the following message, but it does not provide much information.
“Unfortunately, we were unable to verify the information provided. Please provide documentation that shows your domain URL and registration. If the domain information was entered incorrectly you can update the account information and restart the verification process.”
Could you please provide any advice? My Azure credit is about to expire in the next few days, and I need to unlock additional credit.