Create a support request for Teams device issues

You can contact Microsoft Support for assistance if you experience issues that affect the Teams Rooms Pro Management portal, the Teams admin center, or the following Teams devices:

• Teams Rooms on Android
• Teams Rooms on Windows
• Teams phones
• Teams panels
• Teams displays

This article discusses how to create a support request for these issues.

Prerequisites

Before you create a request, make sure that:

• Your device is running the latest version of Teams Rooms.
• Your device is running a supported version of Windows or Android.
• Your device is certified for Teams. If your device isn't certified, contact the original equipment manufacturer (OEM) for support.

Create a support request

To create a support request, follow these steps:

1. Use one of the following options to open the Help pane:

   • In the Microsoft Teams Rooms Pro Management Portal, select Contact support in the upper-right corner of the page.
   • In the Microsoft 365 admin center, select Help in the upper-right corner of the page.
   • In the Microsoft Teams admin center, select Help in the upper-right corner of the page.

2. In the text box under How can we help, enter your question, and then select Search.

3. Review the suggested topics. If the results aren't helpful, select Contact support.

4. Select a contact method.

5. In the Title field, type [Teams devices] followed by the device type (within square brackets) as a prefix. For example, [Teams devices][MTRW].

6. In the Description field, provide as much of the following information as possible:

   • Description of the issue.
   • The time, date, and timestamp of the most recent occurrence of the issue. If the issue recurs, the recurrence rate.
   • The number of affected devices and the total number of devices that are used in your organization.
   • The affected accounts.
   • If the issue can be reproduced, detailed steps to reproduce the issue. If possible, record a video of the process and anything that’s on the device display.
   • Any recent changes that were made before the issue occurred.
   • The Teams app version.
   • The device type.
   • The device model and manufacturer.
   • The User Principal Name (UPN) of the signed-in user account on the affected device.
   • The Windows version and build number (for Windows devices).
   • The firmware version (for Android devices).
   • The time and date of Android Open Source Project (AOSP) firmware migration, firmware, and Teams app version before the AOSP migration.

7. Under Attachments, select Add a file or screenshot or video, and then upload the collected logs, screenshots, and videos. For more information about how to collect logs, see Collect device logs for Android Teams devices and Collect device logs on Windows Teams devices.

8. Select Contact me.

After you submit the request, a Microsoft support engineer will follow up by using your preferred contact method.