Why can't I switch Office 365 for business plans?

This article shows you how to determine if the switch plans wizard is available for your Office 365 for business subscription, the reasons that the switch plans wizard can be unavailable, and what you can do about it.

Tip: If you want to switch between Office 365 Home, Personal, and University plans, see Switch to a different Office 365 for home plan.

In this article

Why isn’t the switch plans wizard available for my subscription?

The switch plans wizard can be unavailable for the subscription you want to switch from for a variety of reasons. Here's how you can find out why the wizard isn’t available for your subscription.

  1. Sign in to Office 365 with your work or school account as a global admin. Learn how to sign in.

  2. Select the app launcher icon Office 365 app launcher icon in the upper-left and choose Admin.

  3. In the admin center, choose Users > Active users.

    Your screen might look like either of the following screenshots:

    Screen shot of the Users menu in the new Office 365 Admin Center, with Active users selected.

    The Users menu in the Office 365 Admin Center, with Active Users selected.

  4. On the Subscriptions page, select the plan you want to switch from.

    The following pictures shows how a subscription looks when the switch plans wizard is available.

    Switch plans button.

    Notes: If you don’t see the Switch plans button, your plan can't be switched using the Switch plans wizard. In this case you might be able to resolve the issue or you might be able to switch plans manually.

    If the Switch plans button isn't visible on the page, you'll see a message like "No switch plans" or "Ineligible to switch plans".

    No switch plans message.

  5. If you see one of these messages, you can position your mouse over the info icon and a message describing the reason that the wizard is not available is displayed.

    A message about why you can't switch plans.

The following tables list the messages that you might see and help you to resolve the problem.

Messages for all Office 365 for business subscriptions   

Message

How to resolve the issue

You can't switch subscriptions now because you have more users than licenses. Please unassign licenses from users who are no longer using them, or buy more licenses. Then return here and you can use the switch plan wizard.

See, You have a license conflict.

You can't switch subscriptions right now because this subscription isn't fully set up or the service isn't available. To check service availability, go to Admin > Service health. Then try again.

See, Your plan is either not fully provisioned yet or has a service health issue.

This subscription has one or more add-ons. If you want to switch subscriptions, first you have to contact support and request removal of the add-on..

See, The plan you want to switch from has one or more add-ons.

You can't switch plans because another plan is in the process of being switched and is pending a credit check. The credit check can take up to two working days.

Wait until the credit check has been completed before switching plans.

Currently, this subscription is not eligible to switch plans.

Wait a few minutes and refresh your browser. If the problem persists, contact Office 365 for business support for assistance.

Messages for Office 365 Small Business, Small Business Premium, and Midsize Business subscriptions only   

Message

How to resolve the issue

You can't switch plans because you recently switched from an Office 365 Small Business or Office 365 Midsize Business plan. You need to wait 30 days before you can switch plans again.

See, You’re recently switched from a Small or Midsize business plan.

You can't switch plans using the Switch plans wizard because you have more than one Office 365 Small Business plan or more than one Office 365 Midsize Business plan.

Contact Office 365 for business support for assistance.

The following sections provide tips on how to resolve the issues listed in the previous tables.

The plan you want to switch from has one or more add-ons

To resolve this issue, do the following:

  1. Remove the add-on (make sure you know which users the add-on is assigned to first).

    Note: You cannot remove an add-on yourself after it’s been purchased. If you need to remove an add-on, Contact Office 365 for business support.

  2. Switch plans.

  3. Repurchase the add-on.

  4. Assign user licenses for the add-on, as needed.

You have a license conflict

To use the switch plans wizard to switch plans, all of your users need to be assigned valid licenses. If you have assigned more licenses than you have purchased, you’ll see an alert on the Licenses page saying you have a licensing conflict that needs to be resolved. To learn how to resolve the conflict, see Resolve license conflicts.

Your plan is either not fully provisioned yet or has a service health issue

For example, in the following figure, the Exchange Online service is degraded.

List of services with current health shown; Exchange is degraded

Current service health showing Exchange Online as degraded

To see if there are provisioning or service health issues, see the Office 365 health section of the Support overview page by following the steps below.

  • For all Office 365 plans other than Office 365 Small Business, Office 365 Small Business Premium, or Office 365 Midsize Business plans that are purchased through a partner program, select Admin > Support > Overview.

  • For Office 365 Small Business, Office 365 Small Business Premium, or Office 365 Midsize Business plans that were purchased through a partner program, select Admin > Get help and online support.

    Get help with online support link

If you find that your service is not fully provisioned or you have a service health issue, please wait a few hours for your service to become available and try again. If you still have a problem, see Contact Office 365 for business support.

You’re recently switched from a Small or Midsize business plan

You can't switch plans because you recently switched from an Office 365 Small Business, Office 365 Office 365 Small Business Premium, or Office 365 Midsize Business plan. You can either switch plans manually or wait 30 days for the switch plans wizard to be available for your subscription.

Additional reasons the switch plans wizard can be unavailable

In addition to the reasons listed in the previous tables, here are some additional reasons that the switch plans wizard might not be available:

You have a prepaid plan

If you’ve paid for your subscription in advance, you might be able to switch plans manually. However, you won’t receive a credit for unused time remaining on your current subscription if you switch plans before the current plan expires.

You have a government or non-profit plan

If you have a government or non-profit plan, you can switch plans manually or contact Office 365 for business support for assistance.

3,000 or more user licenses have been purchased and assigned for the subscription

For performance reasons, the switch plans wizard is unavailable for subscriptions that have 3,000 or more user licenses assigned to users. However, you might be able to switch plans manually.

The subscription you want to switch from has a temporary issue

The switch plans wizard can become temporarily unavailable because The Switch plans wizard is in the process of switching a high volume of plans. Try again in about an hour after your first attempt.

The plan you want to switch to isn't a supported option

The switch plans wizard limits the subscriptions that you can switch to, based on the services in your current plan. The wizard will only switch to a plan that has the same data-related services, such as Exchange Online or SharePoint Online, or to a higher version of them. This ensures that users don’t lose data related to those services during the switch.

Tip: See table 1 of the Business plans you can switch to in Office 365 article for a list of subscriptions that you can switch between using the switch plans wizard.

If your plan isn't eligible for the Switch plans wizard, you might be able to switch plans manually instead of using the wizard. Switching plans manually involves purchasing a new plan, reassigning the licenses, and then cancelling your old plan.

Note: Manually switching from an Office 365 Small Business, Office 365 Small Business Premium, or Office 365 Midsize Business plan is not supported.

Leave us a comment

Were these steps helpful? If so, please let us know at the bottom of this topic. If they weren't, and you're still having trouble, tell us what you were trying to do, and what problems you encountered.

Still need help? Contact support.

As an admin for Office 365 for business, you get free access to our knowledgeable support agents for pre-sales, account, and billing support, as well as for help resolving technical issues. You can also contact support on behalf of Office 365 users in your organization.

Get help from the Office 365 community forums Admins: Sign in and create a service request Admins: Call Support

Note: If you’re using Office 365 operated by 21Vianet in China, please contact the 21Vianet support team.

See Also

Switch Office 365 for business plans manually

Switch to a different Office 365 for home plan

Billing in Office 365 for business – Admin Help

Important information for Office 365 Enterprise E4 customers

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