Troubleshoot Confluent Cloud Billing

If you encounter issues while signing up for or linking a Confluent Cloud account through a cloud provider marketplace, see the following common scenarios. Some scenarios are specific to a marketplace and appear under their provider section.

Common issues

Email already in use

Symptoms

• When you sign up for Confluent Cloud through a cloud provider marketplace, Confluent Cloud reports that your email address is already in use.

• You sign in and see existing clusters.

• Charges from your previous payment method continue to appear.

Solution

Choose one option:

• Register with a new email address to create a new Confluent Cloud organization while keeping your original billing method.

• Select Link an existing account, then update the billing method of your existing Confluent Cloud organization to use your cloud provider marketplace account. For more information, see Manage your payment method.

Cannot link a pay-as-you-go account

Symptoms

Linking fails with the error Account cannot be linked, code 9201.

Solution

You cannot link a Confluent Cloud pay-as-you-go account to a marketplace pay-as-you-go account. Link your Confluent Cloud pay-as-you-go account to a usage-based commitment for your provider instead:

• AWS: See Get Started with Confluent Cloud on the AWS Marketplace with Commitments

• Azure: See Get Started with Confluent Cloud on the Azure Marketplace with Commitments

• Google Cloud: See Get Started with Confluent Cloud on the Google Cloud Marketplace with Commitments

No active entitlement

Symptoms

The Confluent Cloud Console shows that you do not have an active subscription or entitlement.

Solution

Reactivate your subscription:

• AWS: Subscribe again through the AWS Marketplace. Confluent migrates your existing clusters to the new organization. For more information, see Get Started with Confluent Cloud on the AWS Marketplace with Pay As You Go.

• Google Cloud: Re-enable the project on Google Cloud to activate the organization.

Pending Confluent Cloud setup

Symptoms

The Confluent Cloud Console displays the message “Your organization is being provisioned on Confluent Cloud.”

Solution

Confluent Cloud is still completing tasks to create your organization. Confluent notifies you when setup is complete.

Amazon Web Services

Linking fails with a marketplace subscription error

Symptoms

Your attempt to link a pay-as-you-go account fails with an error similar to the following:

We encountered an error while getting the marketplace subscription for
organization

Solution

Wait a few minutes and retry by selecting Link another account. New AWS subscriptions can take a few minutes to propagate to Confluent Cloud.

Payment method not an invoicing plan

Symptoms

Your payment method is set to something other than Invoicing Plan.

Solution

Contact AWS Support to change your payment method. For more information, see the following AWS guides:

• How do I add a new payment method to my AWS account?

• How do I change the default payment method associated with my AWS account?

Timely renewal concerns

Symptoms

You want to avoid service interruption if your AWS Marketplace commitment is not renewed before the expiration date.

Solution

If you do not already have a pay-as-you-go subscription from the AWS Marketplace, create one on the same AWS account ID that you use for the AWS Marketplace commitment. With a pay-as-you-go subscription in place, the following happens at renewal:

• If your commitment expires, Confluent automatically links your Confluent Cloud organization to your new pay-as-you-go subscription and sends you a confirmation email.

• If your commitment renews before the expiration date, Confluent does not link your Confluent Cloud organization to your new Pay As You Go subscription.

To create the pay-as-you-go subscription:

1. Log in to AWS Marketplace.

2. Find the Apache Kafka® on Confluent Cloud™ tile and select Continue to Subscribe.

3. Select Subscribe.

After you subscribe, do not set up the account. Specifically, do not select Link a new or existing vendor account.

Microsoft Azure

Signup fails because your Azure AD email is already in use

Symptoms

When you sign up on the Azure portal, you get a conflict error.

When you select the Click here for details link in the error message, “Email already exists” is shown as the reason for the signup failure.

Solution

If your Azure AD email is already used for another Confluent Cloud organization, you cannot register for a new Confluent Cloud organization through the Azure Marketplace with that email. To resolve this, remove yourself from the existing organization or use a different email, then retry the signup. For details on removing yourself, see the Prerequisites.

SSO login failure: invalid username

Symptoms

You sign in with your Azure AD credentials, but the email or User Principal Name (UPN) in your Azure AD token is not registered with any Confluent Cloud organization, so you cannot sign in to Confluent Cloud.

Solution

Ask your Confluent Cloud organization administrator to invite you to the Confluent Cloud organization. For more information, see Manage Single Sign-on (SSO) User Accounts on Confluent Cloud.

SSO login failure: tenant mismatch

Symptoms

You sign in with your Azure AD credentials, but your account does not belong to the Azure AD tenant used during Confluent Cloud signup, so you cannot sign in to Confluent Cloud.

Solution

Ask your Confluent Cloud organization administrator to add you to the Azure AD tenant that you used during Confluent Cloud signup.

Cannot launch an Azure resource in a region

Symptoms

A message on the Azure portal states that you cannot launch resources in a specific Azure region.

Solution

Region restrictions come from an Azure Policy assignment, typically the built-in Allowed locations policy. Because an administrator sets these policies, ask your Azure administrator to allow your region. For more information, see Azure Policy in the Azure documentation.

Deployment failed: could not create a Marketplace resource

Symptoms

A message on the Azure portal states that the deployment operation failed.

Solution

Make sure your subscription has Marketplace purchase permission, meaning your account has subscription owner or contributor permissions.

Also, verify that you have an Azure Standard or higher support plan associated with your subscription. A Developer support subscription does not meet this requirement.

Administrator approval required for SSO

Symptoms

When you sign in to Confluent Cloud using Azure default SSO, you receive an Admin approval required error. This can happen the first time you log in after you enable click-through or group mappings.

Solution

The Azure Global Administrator must accept permissions for the Confluent application. After the Azure Global Administrator selects SSO and approves, all users can log in.

Administrator approval required for a private offer

Symptoms

You try to accept a private offer and validation fails with the message, “Validation failed. Some payment validation issue happened for the subscription id.”

Solution

In the rules for the collection, the Azure administrator must select Enable private products, which approves all private offers and private plans for your organization. For more information, see Collection rules in the Azure documentation.

You cannot approve a specific private offer. You must give global permission for all private offers.

If you continue to get the validation error, you must re-enable Marketplace purchases. For more information, see Enabling Azure Marketplace purchases.

Cannot view a private offer

Symptoms

You access the marketplace through portal.azure.com, but cannot view the private offer after you select View private products.

Solution

Confirm with your Confluent Account Executive (AE) that a private offer has been created for your organization. Also, confirm that you shared the correct billing account ID with your Confluent AE.

Billing account is a Microsoft Partner Agreement (MPA)

Symptoms

During clickthrough, you see the following error:

Validation failed. Microsoft.Confluent resource provider registration API failed with Unknown error.
Please retry after some time or if required, contact support at https://support.confluent.io. User can try to register manually by going to
subscription -> Resource providers -> search Microsoft.Confluent and click register.

Solution

To determine your billing type, see Check the type of your billing account in the Azure documentation. If your billing account is a Microsoft Partner Agreement, contact Confluent Support to create an offer.

Jio Marketplace

Pay-as-you-go plans are not currently supported through the Jio Marketplace.

Private offer icon is not visible

Symptoms

The private offer icon is not visible on public commits when you select the plan in the Azure Marketplace.

Solution

If the private offer icon is not visible during a private offer subscription, your plan is not correctly configured or Azure has not enabled it. Contact Confluent Support.

Validation failed error

Symptoms

You subscribed to Confluent through a Jio account on the Azure Marketplace and you see the following error:

Validation failed. Microsoft.Confluent resource provider registration API failed with Unknown error.
Please retry after some time or if required, contact support at https://support.confluent.io.

Solution

Contact Confluent Support to create a specific private offer for your tenant.