Partner FAQs
Find answers to all frequently asked questions for partners.
Certificates
My certificate has expired. Can I renew it?
If your certificate has expired, it's no longer valid and can't be used for transactions.
You can renew an expired certificate by re-enrolling in the program.
Why is my certificate pending?
A certificate will remain pending if there are issues with your enrollment. For example, if the MPN ID you provided during enrollment is invalid, and requires correction.
If your certificate is pending, the General tab on the certificate details page will describe the steps you need to take so we can process your enrollment.
I am encountering error messages when creating certificates.
The Marketplace Platform displays an error during the certificate creation process if specific requirements are not met. For further information, see I'm getting errors when creating certificates or CSP orders.
Orders
Where can I see my orders?
You can view your order history on the Orders page in the platform.
To view the details for a specific order, select the order number on the Orders page. For information on how to access and manage orders, see Orders.
What are the different types of orders in the Marketplace Platform?
The Marketplace Platform supports the following types of orders:
Purchase orders - An order to buy a new product or service by establishing a new agreement.
Change orders - An order to change the quantity, such as downsizing the quantity of licenses or ordering additional licenses.
Termination orders - An order to terminate an active subscription or an agreement.
Configuration orders - An order to enable or disable the auto-renewal of a subscription.
To learn more about marketplace orders, see Orders.
What can cause an order to not complete processing as expected?
An order can remain Querying due to issues with the ordering parameters, such as the domain name, or if a required action has not been completed.
If there's an issue with your order, the General tab on the order details page will highlight the issue and provide the steps you must take to ensure your order moves to the next stage.
For example, if the GDAP relationship request needs to be accepted or the domain name needs updating, the General tab will guide you through the next steps.
How do I add or update the domain name or tenant ID in a purchase order?
If the domain name or tenant ID needs adding or updating, follow these steps:
Navigate to the Orders page, then select the required order.
On the order details page, select the Parameters tab.
In the Ordering section, select Edit. Then, add or update the Existing domain name or Primary domain name fields as needed.
Select Save.
Select Process in the upper right to resume order processing. To learn more, see Change Your Order's Status to Processing.
When updating the name, make sure that your primary domain name or tenant ID matches the details in the Microsoft 365 Admin Center or Microsoft Azure Management Portal.
Where can I view my Microsoft Partner Network (MPN) and Indirect Reseller IDs in the platform?
Your MPN and Indirect Reseller IDs are displayed on the Parameter tab within the certificate details. To view these IDs, follow these steps:
Navigate to the Certificates page in the platform.
Select the desired certificate.
On the certificate details page, select the Parameters tab.
The MPN ID is displayed under Ordering parameters, and the Indirect Reseller ID is shown under Fulfillment parameters.
An incorrect MPN or Indirect Reseller ID prevents your Marketplace order from moving to the next stage. If the IDs need to be updated, contact Marketplace Platform Support.
Partner Programs
How can I become a SoftwareOne partner?
For information about SoftwareOne Partner Programs, visit https://www.softwareone.com/en/partner-programs and fill out the contact form.
After submitting the form, a SoftwareOne representative will contact you.
I am an existing partner, and my account has been migrated from the Partner Portal to the Marketplace Platform. What do I need to know to get started?
If your account has been recently migrated, sign in to your Marketplace account and complete these steps:
Enroll in the SoftwareOne CSP partner program. Once the enrollment is completed, you receive a certificate. This certificate must be selected when ordering CSP products from the Marketplace.
Configure licensees for reselling products to your end customers. Licensees are the end-users or consumers of the product. To order products from the Marketplace and resell them to other organizations, you must set up these licensees as resale licensees. Licensee selection is required during the ordering process.
What is the SoftwareOne CSP Partner Program?
The SoftwareOne CSP Partner Program is for SoftwareOne partners to ensure compliance with our terms and conditions.
All SoftwareOne partners are required to enroll in this program to obtain a compliance certificate, which is linked to all CSP products in the Marketplace. Enrollment must be completed before any purchases can be made.
When you are enrolled in the program, a compliance certificate is generated. You must select this certificate when ordering CSP products and services.
What happens if I don't enroll in the SoftwareOne CSP Partner Program?
Enrolling in the SoftwareOne CSP Partner Program is necessary to ensure compliance with all the terms and conditions.
If you don't complete the enrollment, you won't be able to order CSP products for resale to your customers.
Platform Administration
How do I set up a resale licensee?
You can set up a licensee from the Licensees page, available under Settings in the main navigation menu. For details, see How to Configure Licensees for Resale.
Can I invite users to my account?
Account administrators can add new users from the Users page, available under Settings in the main navigation menu.
To invite someone, you'll need their first and last name, as well as their email address. For details, see Add New Users.
How can I manage notifications?
Individual users can manage notifications for their profile through the My profile option in their account. For details, see Manage Notification Preferences.
Account administrators can configure and manage notifications at the account level through the Notifications feature, available under Settings in the main navigation menu. For details, see Enable or Disable Categories.
Pricelists
Can I create or manage pricelists?
You cannot create or manage price lists. You can only view the existing ones.
All price lists are available on the Price lists page, located under the Catalog in the main navigation menu. Additionally, price lists are also available under the Pricing section on the product details page.
Purchasing Process
How do I access the SoftwareOne Marketplace?
You can access the SoftwareOne Marketplace by signing in to your account and selecting Catalog > Products from the main navigation menu.
How do I buy software for my customers?
To buy products for resale to your customers:
Navigate to the Products page.
Select the product you want to buy. Then, select Buy Now to start the purchase wizard.
Follow the steps in the purchase wizard. Make sure to create a new agreement or select an existing one, select a preconfigured resale licensee, and choose your certificate.
Complete the remaining steps in the wizard to place your order.
For detailed instructions, see How to Order Products for Resale.
What should I do if my resale licensee is not showing up during the ordering process?
Make sure that your account as a reseller is properly configured and that your resale licensee information is correctly set up. For details, see the following links:
If you still face issues, contact Marketplace Platform Support.
How do I create a new domain or add an existing one for my CSP customer?
When placing an order, you can choose to add an existing Microsoft account domain or create a new one.
If you decide to connect an existing account, a global administrator for the Microsoft account must accept the relationship request.
What happens if I use an existing Microsoft tenant across agreements or Marketplace accounts?
The Marketplace Platform doesn't allow using an existing domain or tenant name across agreements or multiple accounts.
If you enter a name that's already in use within an agreement or by another Marketplace client, the General tab on the order details page will indicate that the domain is already in use and needs to be updated.
A message is also displayed in the Ordering section under the Parameters tab stating that the domain is already in use.
Are there any restrictions for CSP products in the Marketplace?
The following restrictions apply to CSP products:
You cannot create new agreements using the same CSP domain across multiple clients.
Creating agreements using the same CSP tenant, product, and licensee is also prohibited. If an agreement already exists, you must update the existing agreement to request new subscriptions instead of creating a new one.
Do I need to provide a Company Registration ID when ordering CSP subscriptions?
According to Microsoft, a company registration ID is required when purchasing subscriptions for customers in specific countries/regions. For details, see the Microsoft Partner Center documentation.
In the Marketplace Platform, a registration ID is required only when creating a new cloud account for a new customer as part of the ordering process.
If you are purchasing additional licenses for an existing customer or making modifications to an agreement, providing the registration ID is optional.
My customer doesn't have a Company Registration ID.
If your end customer is an individual without a Company Registration ID, you can collect an equivalent tax identification number and provide it during the ordering process.
To see which countries or regions require a registration ID number, see the Microsoft Partner Center documentation.
Subscriptions
How do I upsize or downsize a subscription?
You can adjust the number of licenses by placing a change order. Certain restrictions apply when adjusting the quantity.
For details, see How to Change the Quantity of Licenses.
How do I track subscription renewals?
Use the following methods to track upcoming renewals:
Use the Renewal date column on the Subscriptions page.
Apply the Renewal date filter in the data grid. You can also sort subscriptions based on their renewal date.
Open an individual subscription to check the renewal date.
Marketplace subscriptions renew automatically unless you disable the automatic renewal.
Can I disable auto-renewal for a subscription?
Yes, you can disable the auto-renewal by placing a configuration order.
For details on how to place a change order, see Manage Automatic Renewals.
Can I rename a subscription?
Yes, SoftwareOne partners managing multiple subscriptions can rename subscriptions for easier identification. For details on renaming subscriptions, see Edit Subscription Name.
How do I terminate a subscription?
Subscriptions can be terminated by placing a termination order.
To cancel all subscriptions in an agreement, you must place a termination order for the entire agreement. For details, see Terminate Agreement.
To cancel some, but not all, subscriptions in an agreement, you must place a termination order for the subscription. For details, see Terminate Subscriptions.
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