Frequently asked questions for user creation, roles, and workspace permissions

This article is a compilation of frequently asked questions around granting partner organization users with right access in Partner Center.

Basic troubleshooting for user management and workspace permissions not working as expected

For user management and workspace permissions to work correctly, the organization’s profile must meet all of the following conditions:

• Vetting status is Authorized
• Program enrollments are Active
• All required agreements are accepted

Any other state may

• Prevent you from adding or modifying user roles
• Disable workspace access or disable specific actions within workspaces

Vetting status requirements

• Vetting must show as Authorized for each program your organization is actively enrolled in.
• You can verify the status in Partner Center → Account settings → Legal profile, where the following should apply:
  • Microsoft Cloud AI Partner Program (MAICPP) - The Partner tab shows Authorized
  • Cloud Solution Provider (CSP) (if applicable) - The Reseller tab shows Authorized
  • Azure Marketplace / Developer programs (if applicable) - The Developer tab shows Authorized
• If vetting is In progress, ensure one of the following roles is actively monitoring the Verification summary page and responding to requests:
  • Compliance Admin
  • MAICPP Partner Admin (MAICPP only)
  • Global Admin
• If vetting is Rejected due to incomplete or timed out requests for documentation, the required information must be resubmitted and vetting must return to Authorized.

Program enrollment and agreements

• For each program your organization is enrolled in (for example MAICPP, CSP, Azure Marketplace):
  • The Enrollment status must be Active
  • All required agreements must be accepted
• Some programs require agreement acceptance immediately after vetting is authorized, or when policies are updated.

I'm unable to assign roles to the users on User management page. Why?

1. Ensure you have the right user role to manage user permissions and are following the steps outlined to assign roles
2. Perform the basic troubleshooting on why user management may be blocked

I'm the owner of a seller account/publisher but I'm unable to assign roles. Why?

1. It's possible that the tenant you are on has multiple seller accounts. Always start your experience by selecting the seller account from the account picker for which you want to manage user permissions.
2. Also ensure you have the Owner or Manager role by navigating to Partner Center -> Account Settings -> Identifiers -> Publishers. All the Owners for the publisher account and program are listed here along with the owners.
3. Perform the basic troubleshooting on why user management is blocked

I'm a brand-new partner enrolling into Microsoft Cloud AI program (MAICPP) for the first time. What permissions should I have in Partner Center and how to enroll?

Enroll your tenant in the Microsoft Cloud AI Partner Program (MAICPP).

Prerequisites

Only a Global Administrator on a Microsoft Entra tenant can complete enrollment for MAICPP.

Enrollment process

During step 2 of enrollment, you're prompted to sign in:

1. If you already have a Microsoft Entra tenant, sign in using an existing work account.
2. If you don’t have a tenant, create a new work account. Creating a work account automatically creates a new tenant and guides you through username and password setup.
   1. After setup is complete, select the newly created email address to continue enrollment.
   2. The user who creates the tenant is automatically assigned the Global Administrator role for that tenant.

Important validation

• Ensure the company details you enter exactly match your legal documentation.
• Use an email address for a real individual, not a system, or shared mailbox.

How to enroll in Azure Marketplace and is there a prerequisite role who can do it?

Any user (with any role) can initiate Azure Marketplace enrollment of a ___location account under the tenant enrolled in MAICPP by selecting Identifiers

• The publisher’s name entered in this step must match the company’s legal name that must appear in Marketplace where offers are published.
• Seller ID is created and assigned in this process for this Azure Marketplace enrollment for the chosen ___location account. This seller ID is used to identify earnings/payments for Marketplace.
• The user who submits the Marketplace enrollment automatically is assigned as Owner on the seller account. Owner is the highest privileged role for Azure Marketplace program.
• For optimal seller ID/ publisher account management, maintain rigor around creating multiple publisher accounts unless warranted. It's possible to use the same publisher name for both Marketplace and Microsoft 365 and copilot programs.

How to enroll in Microsoft 365 and Copilot and is there a prerequisite role who can do it?

Any user (with any role) can initiate Microsoft 365 and Copilot enrollment of a ___location account under the tenant enrolled in MAICPP by clicking on Identifiers

• The publisher’s name entered in this step must match the company’s legal name that must appear in Marketplace where offers are published.
• Seller ID is created and assigned in this process for this Microsoft 365 and Copilot enrollment for the chosen ___location account.
• The user who submits the enrollment automatically is assigned as Owner on the seller account. Owner is the highest privileged role for Marketplace or Microsoft 365 Copilot program.
• For optimal seller ID/ publisher account management, maintain rigor around creating multiple publisher accounts unless warranted. It's possible to use the same publisher name for both Marketplace and Microsoft 365 and copilot programs.

I don't find the users listed on the User management page. What to do?

All users in a Microsoft Entra tenant automatically appear on the User management page in Partner Center.

• Look up user by email address or alias using the search box on the User management page. Ensure the email address you use is associated with the tenant you’re currently signed in to.
• Because usernames must be unique, the user you’re searching for may have an alternate alias.
• If the user was recently added to the tenant, allow up to one hour for propagation. User must activate their credentials by signing in to Partner Center or Microsoft Entra at least once.
• To ensure role changes are applied during an active Partner Center session, sign out and sign back in to Partner Center before making role assignments or updates.

After the user is created, complete the process by assigning roles in the User management page.

I assigned the role correctly, but the updates don't reflect on User management page. Why?

For Admins Viewing the User Management Page, if role assignments don't immediately appear in the User Management list after saving:

1. Hard Refresh (Fastest) - Windows: Press Ctrl + F5, Mac: Press Cmd + Shift + R
2. Navigate Away and Return
   1. Navigate to a different section (Dashboard, Account settings, etc.)
   2. Wait 10-15 seconds
   3. Return to Account settings > User management
3. Search for the User
   1. In User Management, use the search box to find the user by name or email
   2. View the user's latest role assignment page by selecting the user's name

Verification

To confirm role assignment was successful:

1. Go to Account settings > User management
2. Select the user's name
3. Verify the newly assigned roles show as selected

I recently assigned roles to a user in my company, but the user isn't able to see the workspace yet. Why?

Recommended Steps to Resolve

1. Ask the user to sign out completely and sign back in: user's active browser session needs to be refreshed to pick up the new permissions.
2. Wait 5-10 minutes: Allow cache propagation and backend synchronization
3. Verify role assignment was successful:
   1. Check the user's profile in User Management
   2. Confirm the role appears in their assigned roles list
4. Check organization enrollments:
   1. Verify your organization is enrolled in the program related to that workspace
   2. Confirm the account role includes the necessary programs
5. Browser cache: Have the user clear browser cache or try incognito mode

Why am I restricted from performing activities in one or more workspaces that I could do previously? (Or) Why am i unable to add new customers in Customers workspace? (Or) Why am i unable to purchase or renew membership offers, benefits? (Or) Why am i unable to publish offers? (Or) Why is bank and tax update disabled?

Ensure all programs your organization is part of is showing Vetting as authorized, enrollment as Active. Every time any detail like company name, address, contact details in the Legal info page in Account Settings is updated, organization is revetted for that program/profile. If vetting is rejected, many Partner Center functions are blocked.

1. Account Settings: Tax and payout profile update, Transitioning from Direct bill to Indirect reseller, signing Surface/MPA/Developer agreements, accounts merge, multitenancy, updates/creation of billing profile
2. Membership: Purchase or renew membership offers
3. Referrals: All co-sell activities
4. Customers: Add new customers or add new subscriptions to existing customers
5. Marketplace: Publish Marketplace offers

Perform the basic troubleshooting on why workspace permissions or activities may be blocked

I see different details in the Earnings and Incentives workspaces compared to my colleague. Why? (Or) I see different details in the Referrals workspace compared to my colleague. Why?

There are some roles like Referral User, Referral Admin, Incentive User and Incentive Admin where role assignments can be made for a user for one or more locations or for the whole organization. If the assignment is specific to a ___location, the user can view incentives or leads/opportunities for that ___location only. It's possible the ___location assignments are different for different users in your organization based on business needs. To modify role assignments, contact your User management admin or Account admin.

I'm an Incentive Admin, but don't see anything in Incentives and Earnings workspaces. Why?

1. Incentive Admin and Incentive user permission can be assigned at ___location and incentive program level. Verify if incentive program has been correctly assigned. If the assignment looks incomplete, reach out to your Account admin or User management admin to update it.
2. Next, check if the Incentive program enrollment is active and bank/tax is up to date. Take necessary actions to activate incentive program enrollment.
3. Follow the basic troubleshooting protocol to sign out and sign in once again into Partner Center.
4. If you just started bringing in revenue or customers, wait for upto one more month after you receive your first invoice to start seeing earnings.

As a Global Admin, can I do everything in Partner Center?

No. Some of the unique capabilities that can be performed by Global Admins are documented here. Global admin can manage organization profiles, user management but it's highly recommended to delegate these operations to Account Admin and User Management Admin to ensure least-privilege always. Refer the job workspace matrix to understand which roles are critical for your organization. Users with Global admin role receive Microsoft compliance and business actions and notifications. Ensure Partner Center email preference is setup. Additionally also ensure email license is active for your work account in Entra

How to assign email license for Global Admin or Billing Admin in Entra (or) I am a Global admin / billing admin - why am I not getting email notifications from Microsoft?

Creating a tenant in Microsoft Entra and assigning Global Admin or Billing Admin roles enables access to Partner Center. These roles receive Microsoft compliance and business actions and notifications.  To receive Microsoft business related notifications and e-mails, the work accounts must also have a necessary email license assigned. Without an associated license, you will not receive communications from Microsoft. 

Check your license status in Azure Portal > Manage Entra > Users > Licensing. If no email license is assigned, please contact your IT administrator or assign one to the tenant user login in to M365 Admin portal. For more information on licensing, navigate to Assign or unassign licenses for users. 

Owner of Marketplace or developer programs is no longer in the company. How can I get the owner updated?

If you don't have any active owners in the seller account, ask the Admin or Account Admin to submit a support request with the following information:

• Consent of your organization to update the owner
• The Microsoft Entra ID:
  • Email address of the proposed new owner
  • Tenant name and ID of the publishing account
    • Both can be found on the Tenants page under Account settings

How can I view all the support requests or tickets created by my organization?

Any users who need the capability to view and manage the tickets for the whole organization must be assigned the Support request admin role.

Related content

• User management
• Create user accounts
• Verify your account information when you enroll in a new Partner Center program