Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
1,129 questions
Unable to send emails using High Volume (Mass Mailing) Email Account
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SourceOneStaffing EasyITSupport
0
Reputation points
Hi, We have an High Volume (Mass Mailing) Email Account that recently stopped sending emails, and I am not sure why and I don't know a lot about it because I was not the one who set it up. It stopped working for almost a week now.
Azure Communication Services
{count} votes
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SourceOneStaffing EasyITSupport 0 Reputation points
2025-04-24T19:39:53.4033333+00:00 I just found out from the customer that he might have gotten an email stating he might need to re-confirm payment. Where do I do that? We created the High Volume Email under his account. Does he need to login and do that with his account? I am a Global Admin but not seeing that under my account, and not exactly sure where to check that either.
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(304, 61%, 39%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ELR%3C/text%3E%3C/svg%3E)
Laxman Reddy Revuri 4,000 Reputation points Microsoft External Staff2025-04-24T19:48:11.09+00:00 Hi @SourceOneStaffing EasyITSupport
Could you please confirm whether you are using Azure Communication Services (ACS) to send emails? -
SourceOneStaffing EasyITSupport 0 Reputation points
2025-04-24T20:26:11.6066667+00:00 I can only say I think so. Does
the attached screenshot help?
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SourceOneStaffing EasyITSupport 0 Reputation points
2025-04-24T20:31:19.6833333+00:00 The customer just sent me this. And it seemed to stop working on 22 April.
Ensure the right people can continue to access security advisories in Azure Service Health You’re receiving this email because you use Azure Service Health. To ensure sensitive security advisories are only received by people with elevated permissions, we’re making changes to role-based access control (RBAC) in Azure Service Health beginning 22 April 2025. To make the changes, we’ll:Introduce a new version of the Resource Health API on 22 April 2025 which makes sure security advisory event details will be accessible only to privileged users.Enable RBAC for security advisory events in the Azure portal on 22 October 2025.Enable RBAC for security advisory events in Azure Resource Graph on 22 October 2025. -
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Lee Fenney 0 Reputation points2025-04-24T21:15:59.6033333+00:00 I don't think the above helped either. It stopped working on the 18th of April.
Here is a view from the portal.azure.com
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Lee Fenney 0 Reputation points
2025-04-29T11:42:41.4466667+00:00 Can someone at Microsoft please help me with this? How do I gett Azure Support?
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Alekhya Vaddepally 820 Reputation points Microsoft External Staff2025-04-30T10:54:27.3533333+00:00 Hi SourceOneStaffing EasyITSupport,
If your customer receives an email about the need for "re -confirmation payment", it is likely that the membership or billing for high volume email (HVE) service is wasted or required.Since the HVE account was created under the customer's account, they have to log in to their Microsoft 365 or Azure portal:
Check the billing status.
Update or confirm the payment details.
Re -activate the service if it is suspended.
Even though you are a global administrator, billing-related actions are associated with an account that owns membership, so you cannot see the options unless you are also a billing administrator on that tenant.
- Ask the customer to log in
Log in and check the customer in Microsoft 365 Admin Center or Azure Portal:
Billing> Payment methods
Billing> Products and Services (See for any suspended services)
Information for any alert about payment or service suspension
- HVE Ends Status Status
You can check the status of HVE account at the Exchange Admin Center (as Global Admin):
Go to https://admin.exchange.microsoft.com
Navigate to Mail flow > High Volume Email (Preview)
Check if the HVE account is listed and active
- Check Authentication Issues
If the issue isn’t billing-related, it could be due to authentication or configuration problems:
Ensure SMTP settings are correct (e.g., smtp-hve.office365.com, Port 587, TLS enabled)
Check if OAuth tokens have expired or if basic auth is disabled
Review any custom authentication policies applied to the HVE account
https://learn.microsoft.com/en-us/exchange/mail-flow-best-practices/troubleshoot-high-volume-email-m365
if you have any further concerns or queries, please feel free to reach out to us. -
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Prabhavathi Manchala 1,050 Reputation points Microsoft External Staff2025-04-30T19:39:46.9233333+00:00 Hi SourceOneStaffing EasyITSupport,
Just checking in to see if information provided by Alekhya Vaddepally in the comment was helpful. If you have any further updates on this issue, please feel free to post back.
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Alekhya Vaddepally 820 Reputation points Microsoft External Staff
2025-05-02T09:44:19.85+00:00 Hi SourceOneStaffing EasyITSupport,
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
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