Why can't I switch plans in Office 365 operated by 21Vianet?

This article describes the reasons why you might not be able to use the switch plans wizard to switch plans. The reasons fall into these categories:

The switch plans wizard is unavailable

The switch plans wizard can become unavailable for the subscription you want to switch from for a variety of reasons. The following picture shows what a subscription that's listed on the Subscriptions page in the Office 365 admin center looks like when the switch plans wizard is not available.

Subscription detail showing that the user cannot switch plans.

If you see the No switch plans message, you can position your mouse over the info icon and a message describing the reason will be displayed.

A message about why you can't switch plans.

Here are some reasons the switch plans wizard might not be available for a particular subscription:

For all Office 365 subscriptions   

The plan you want to switch from:

  • Has one or more add-ons.

  • Is a prepaid plan.

  • Has more than 3,000 users.

For Office 365 Small Business, Office 365 Small Business Premium, and Office 365 Midsize Business subscriptions only   

  • You have more than one Office 365 Small Business, Office 365 Small Business Premium, or Office 365 Midsize Business subscriptions in the same organization.

The subscription you want to switch from has a temporary issue

The switch plans wizard can become temporarily unavailable because:

  • Your plan is not active.    You need to renew your plan before you can switch to another plan.

  • Another plan on your account is in the process of being switched and is pending a credit check.    Credit checks can take up to two weeks.

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

  • 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.

  • 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 Get technical, billing, and subscription support for Office 365 operated by 21Vianet.

  • You have a licensing 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. For more information, see Assign, reassign, or remove licenses in Office 365 operated by 21Vianet.

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.

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.

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