How to solve "There was a problem retrieving the support request details." error when check ticket details?

[AlexMisiulia]

Hi! I create the ticket in Partner Center, but when I and my colleague check it, we have the error "There was a problem retrieving the support request details.". Maybe someone already solved this problem?

[PatriotPirate]

I hope that I didn't drop the ball ⚽

[Bhuvana-Priya]

Hi @AlexMisiulia,

We are looking into this and will get back to you with any further information.

Thank you

[caiiiycuk]

Hi @Bhuvana-Priy, @AlexMisiulia a, did you solved this issue? I faced exactly same problem in my support request ticket

[caiiiycuk]

@Bhuvana-Priya

[AlexMisiulia]

Hi @caiiiycuk. It's still unresolved. I wrote all people that I know and don't know in Linkedin, other social media and it didn't solve this issue.

[ManikanthMSFT]

Hey @AlexMisiulia, sorry for the inconvenience. Could you please confirm if the issue persists? If so, could you provide more details so we can assist you further?

[AlexMisiulia]

Hey @ManikanthMSFT. I still have the same issue and it blocks me from passing the "Account verification" so it's really CRITICAL right now. What details can I provide to solve this issue ASAP? Can I email you to speed up the process? Thank you!

[ManikanthMSFT]

Hi @AlexMisiulia, could you help us with your seller ID so that we can verify and assist you accordingly.

[aminesayah]

i have the same problem, any update?

[ManikanthMSFT]

Hi @aminesayah, could you help us with your seller ID so that we can verify and assist you accordingly.

[assoumemba]

Same issue, I got it this week. No way to see ticket details

[ManikanthMSFT]

Hi @assoumemba, could you help us with your seller ID so that we can verify and assist you accordingly.

[assoumemba]

Hi @ManikanthMSFT
I don't know if you get my post, here is My Seller ID:54947690

Best regards

[ManikanthMSFT]

Hi @assoumemba, thank you for providing us with the seller5 ID. We are looking into this and will get back to you with more information.

[aminesayah]

yes , you can email me to speed the process

…

On Mon, 3 Feb 2025, 07:26 assoumemba, ***@***.***> wrote: Same issue, I got it this week. No way to see ticket details image.png (view on web) <https://github.com/user-attachments/assets/5014d9fa-dd7a-49da-a3cd-6c1983bfa50f> — Reply to this email directly, view it on GitHub <#98 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/ALBMSNR7AY4BB35IV2FZGBT2N4D2DAVCNFSM6AAAAABPYV5UZ2VHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTEMBTG42DCNQ> . You are receiving this because you commented.Message ID: <microsoft/MicrosoftEdge-Extensions/repo-discussions/98/comments/12037416@ github.com>

[assoumemba]

Hi My Seller ID:54947690 Best regards. Le lun. 3 févr. 2025 à 18:49, ManikanthMSFT ***@***.***> a écrit :

…

Hi @assoumemba <https://github.com/assoumemba>, could you help us with your seller ID so that we can verify and assist you accordingly. — Reply to this email directly, view it on GitHub <#98 (reply in thread)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/AA7I2NMK2JTJ76R6UAANVWT2N7565AVCNFSM6AAAAABPYV5UZ2VHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTEMBUHA4TEOI> . You are receiving this because you were mentioned.Message ID: <microsoft/MicrosoftEdge-Extensions/repo-discussions/98/comments/12048929@ github.com>

[ManikanthMSFT]

HI @assoumemba, I hope this message finds you well.

We need to verify that your company owns the domain used during your enrollment into Partner Center. Please provide documentation that meets the following criteria:

Lists a domain that is an exact match to the one you are enrolling in Partner Center.
Includes your company's name, matching the company name used for enrollment.
Shows a purchase or renewal date not older than 12 months from the current date and not expiring in less than 60 days.
Acceptable forms of documentation include a Who Is lookup, an invoice, or a purchase receipt for the domain.

If it is not possible to provide additional documentation, please update your domain information to match the documents already provided.

Thank you for your cooperation. We look forward to your prompt response.

[aminesayah]

hello sorry for the late ,this is my Seller: 81172430 Le jeu. 6 févr. 2025 à 09:27, ManikanthMSFT ***@***.***> a écrit :

…

Hi @assoumemba <https://github.com/assoumemba>, thank you for providing us with the seller5 ID. We are looking into this and will get back to you with more information. — Reply to this email directly, view it on GitHub <#98 (reply in thread)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/ALBMSNUNRJ7H43CP3ZLYLRL2OMTGRAVCNFSM6AAAAABPYV5UZ2VHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTEMBXHE2TOOA> . You are receiving this because you were mentioned.Message ID: <microsoft/MicrosoftEdge-Extensions/repo-discussions/98/comments/12079578@ github.com>

[aminesayah]

thanks for your support i think that the problem is fixed in platform, i can now add payment and a tax Le lun. 10 févr. 2025 à 12:44, ManikanthMSFT ***@***.***> a écrit :

…

HI @assoumemba <https://github.com/assoumemba>, I hope this message finds you well. We need to verify that your company owns the domain used during your enrollment into Partner Center. Please provide documentation that meets the following criteria: Lists a domain that is an exact match to the one you are enrolling in Partner Center. Includes your company's name, matching the company name used for enrollment. Shows a purchase or renewal date not older than 12 months from the current date and not expiring in less than 60 days. Acceptable forms of documentation include a Who Is lookup, an invoice, or a purchase receipt for the domain. If it is not possible to provide additional documentation, please update your domain information to match the documents already provided. Thank you for your cooperation. We look forward to your prompt response. — Reply to this email directly, view it on GitHub <#98 (reply in thread)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/ALBMSNWHBAPFF543AYEVVVT2PCNKNAVCNFSM6AAAAABPYV5UZ2VHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTEMJRHA3TQMQ> . You are receiving this because you were mentioned.Message ID: <microsoft/MicrosoftEdge-Extensions/repo-discussions/98/comments/12118782@ github.com>

[assoumemba]

Thank you, the issue is now solved.
Thanks for your support.

[yilinfalcon]

I faced the same problem, anyone can help?
Seller: 90496070
ticketsID:2503050010000763

[ManikanthMSFT]

Hi @yilinfalcon, we got an update on this, and our team is unable to verify your account based on the information you've provided and are requesting additional information.

We need to verify that your company owns the domain that you used when you enrolled into Partner Center. This can be a WhoIs lookup, or an invoice, purchase receipt for the domain, but it MUST meet the following criteria:

1. List a domain that is an exact match to the one you are enrolling in Partner Center.
2. Include your company's name (also match the company name you are enrolling into Partner Center)
3. Have a purchase, renewal date not older than 12 months from the current date and not expiring in less than 60 days.

If it is not possible to provide additional documentation, please update your domain information to match the documents already provided.

[yilinfalcon]

Thank you for your reply @ManikanthMSFT.

I have received an email from Microsoft support saying the same issue as you mentioned, and I replied that email with our company domain ownership certificate last Friday. But until now, our develop account is in the progress of employ verification and the status is still Rejected. And there is no further reply so far.

[ManikanthMSFT]

Hi @yilinfalcon, in the provided document address is not given to verify. Please provide more documents.

Acceptable document types include:
• Formation documents, such as articles of incorporation, partnership deed
• Franchise or agency appointment letters.
• Government issued letters, license, registration, or certificate.
• Lease or tenancy documents.
• Letter or statement from a financial institution or a utility company
• Record on a Government registry website (site/link must be displayed)
• Stock exchange filings or tax filing records.
• Certificate of incorporation or registration
• Extract from commercial register.
• Business license
• Tax certificate.
• DUNS certification

If applicable, documents submitted should be issued within the previous 12 months or where the expiration date is a future date that is at least 2 months away.

If it is not possible to provide additional documentation, please update your account information to match the documents already provided.  

[ManikanthMSFT]

Hi @yilinfalcon, we appreciate your patience. We have received an update from our team stating that your account has been authorized. You can now verify and proceed further.

Thank you for your cooperation.

[novadonna]

I have the same exact issue I need to verify my account please as soon as possible my user name is support@novadonna.ae and this is the case number 2503120040010938 will appreciate your support to verify my account please

@ManikanthMSFT

Thank you
Nevin

[novadonna]

I submitted the documents in this case number 2503120040010938 please support my case and verify my account please as soon as possible.
Thank you so much for your support
@ManikanthMSFT

[novadonna]

I submitted the documents in this case number 2503120040010938 please support my case and verify my account please as soon as possible.
Thank you so much for your support
@ManikanthMSFT

[novadonna]

@ManikanthMSFT

[novadonna]

I have provided all the required documents and still getting rejected my employment verification which is not making sense at all please help me with my issue
@ManikanthMSFT

[novadonna]

I really really need your support I have submitted all the required information now in this ticket number 2503130040014668 as I can't open previous tickets due to the same technical issue please help me with my verification process.
I need my developer account to be verified as soon as possible and I'm really tired from this lengthy process.
Thank you so much for your support.
@ManikanthMSFT

[ManikanthMSFT]

Hi @novadonna, we see that you have create a new query for the similar issue. Could we continue the discussion on the single channel to avoid confusion.

[novadonna]

Hi @ManikanthMSFT yes we continue the discussion In #285

[novadonna]

Thank you for your email, I'm attaching here the below documents in format pdf.On each attachment is mention:- My name: Nevin Omar Ali Mostafa Alkoly- My company name: Nova Donna FZC-Invoice of the Domain Renewal - novadonna.ae - 1 Year/s (23/06/2025 - 22/06/2026) dated on 03/03/2025 + Email ForwardingScreenshot of whois lookup in format pdf and if you are not able to open the attachment, It can be checked on this link,https://www.whois.com/whois/novadonna.aeorhttps://whois.aeda.net.ae/whois/whois_local.jsp?tab=0&t=1741279892414below is the result:Whois response for novadonna.ae:Domain Name    novadonna.aeRegistrar ID    TASJEELRegistrar Name    Host Arabia ( Tasjeel.ae )Status    okRegistrant Contact ID    DURRAQ-R63606JRegistrant Contact Name    Nevin Omar Ali Mostafa AlkolyRegistrant Contact Email   ***@***.*** Contact Organization    Nova Donna FZCTech Contact ID    DURRAQ-T63606JTech Contact Name    Nevin Omar Ali Mostafa AlkolyTech Contact Email   ***@***.*** Contact Organization    Nova Donna FZCName Server    ns5.tasjeel.aeName Server    ns6.tasjeel.aeAppreciate your support in verifying from your side .Best Regards,NevinSent from my Galaxy -------- Original message --------From: ManikanthMSFT ***@***.***> Date: 17/03/2025 10:53 (GMT+04:00) To: microsoft/MicrosoftEdge-Extensions ***@***.***> Cc: novadonna ***@***.***>, Comment ***@***.***> Subject: Re: [microsoft/MicrosoftEdge-Extensions] How to solve "There was a problem retrieving the support request details." error when check ticket details? (Discussion #98) Hi @yilinfalcon, we got an update on this, and our team is unable to verify your account based on the information you've provided and are requesting additional information. We need to verify that your company owns the domain that you used when you enrolled into Partner Center. This can be a WhoIs lookup, or an invoice, purchase receipt for the domain, but it MUST meet the following criteria: List a domain that is an exact match to the one you are enrolling in Partner Center. Include your company's name (also match the company name you are enrolling into Partner Center) Have a purchase, renewal date not older than 12 months from the current date and not expiring in less than 60 days. If it is not possible to provide additional documentation, please update your domain information to match the documents already provided. —Reply to this email directly, view it on GitHub, or unsubscribe.You are receiving this because you commented.Message ID: ***@***.***>

[blaiz2023]

Same problem here. Vetting process stuck at "Employment Verification", that is, until the vetting information vanished from my account. Whatever that means. My seller ID is: 90695370 and my email is blaizenterprises@gmail.com or contact@blaizenterprises.com

Appalled at the level of "AI pushback" from MS, e.g. a simple problem with a quick inquiry turns into 24 hrs+ waste of time. Eventually found the support ticket system buried under tones of useless pages of documentation, only to discover it suffers from unreliable functionality at best.

The vetting system's core functionality appears divorced from any useful or meaningful information that might inform one as to the problem, which only creates more problems, instead of preventing or fixing them (main purpose of AI right?). That is, "Employment Verification" really means your domain information doesn't match your business information in some way. Let alone it's unclear that domain information must be provided in the first place. And what's with the need for an invoice in the last 12 months for your domain? How does that prove a hacker is not in control?

And who puts "Legal info" under "Account settings". Settings are just that. Not legal information. Bad design. And that's version 3 of their dashboard. Ouch.

The support system itself appears non-functional, and seems to have remained that way for years, according to online reviews.

Support, sales and customer service departments and reps at MS appear to be unaware of what a "Developer Account for MS Store" even is, so good luck seeking help that way.

All this adds up to a situation that when something goes wrong, even trivial, there is no ability to seek real, or timely help or advice, and a general inability to correct the problem/situation in a logical and systematic manner. In fact, I would describe it more like a matter of chance and good luck - e.g. how I've ended up stumbling here, a public forum.

And in an era supposedly about hyper-security and privacy, the mere fact that I find myself, and others before me, and no doubt others after me, pleading our cases online in a public forum like this one, is well, I can't put that into words.

Overall, it does not bode well for a software industry that relies on the goodwill and productivity of it's developers. An industry, that is supposedly based on a foundation of competence and security.

[blaiz2023]

Worked out that there is a GDPR rule (General Data Protection Regulation) by the European Union that prevents a domain registrar from publishing your domain information, even if you want it published you can't have it done, the information is withheld (redacted) by law, hence the need to renew a domain and provide financial proof of ownership instead.

[ManikanthMSFT]

Hi @blaiz2023, thank you for reaching out and sharing your concerns regarding the vetting process for your Microsoft Store Developer Account. We understand the frustration this has caused and apologize for any inconvenience.

We have forwarded your query to our vetting team to investigate the reason for the delay in the "Employment Verification" process. Once we receive an update, we will get back to you as soon as possible with further information.

Thank you for your patience and understanding.

[blaiz2023]

Thanks for your reply earlier, appreciated. Unfortunately, support at Microsoft seems powerless to grasp the problem my account seems to have suffered. I am unable to participate in the vetting process for my "Developer Account for MS Store", as all the vetting information and interactivity tabs are missing, and have been missing for about 12 days and counting.

Various attempts to get support to work the problem from their end has so far failed miserably. At best, I get technical gobbledygook in response to my detailed emails. Countless screen grabs (30+) and several PSR recordings later, not to mention in depth explanations on my part have fallen completely to the wayside - I needn't have bothered to put in any effort at all, as it's been a complete waste of time.

I am left wondering what on earth is going on at Microsoft. Seriously. An account that won't function, and yet I'm the one expected to technically diagnose it, rectify the situation, and let support know when I've fixed Microsoft's problem via a non-functional work around. Catch 22 anyone?

Got any suggestions? Is there a sub-section of the support department that is more technically competent at diagnosing and fixing account issues? Would really appreciate a suggestion. Because at this stage, I basically have an empty Partner Center, think it's been demoted/switched down to Private. 12+ days ago it had the vetting information panel in it, but since then it has not. And the limited suggestions coming out of support haven't even come close to understanding the obvious limitations of my account's current status.

I've even tried creating an Azure Entra ID to see if there was something I could do from that angle, but it hasn't helped.

Conclusion: I've paid for a Developer Account for MS Store and am completely divorced from the vetting process. Initially my Partner Center account worked, then a day later my account lost all vetting info, e.g. no tabs for user management, vetting etc. All gone. Permanently. Unfortunately support doesn't seem able to grasp this simple concept, or for some reason refuses to do so. To date, their best suggestion was a work around, where by I was expected to add a user, and login as that user to change an email address to re-trigger the vetting process. Kind of impossible from my "dead" account which doesn't have the required user management tab nor important account roles.

Is this normal support level at Microsoft?

[ManikanthMSFT]

Hi @blaiz2023, we appreciate your patience and for Domain verification:

Please correct your primary contact email address to be compliant.

Generic functions or department names, such as "sales1@", "info@," "admin@," "email@," or "marketing@" do not meet the contact email requirements of the program.