Subscriptions Not Showing in Work 365 Self-Service Portal

Applies To: Work 365 Self-Service Portal (SSP), Dynamics 365 / Dataverse, Power Pages
Audience: Work 365 Admins, Portal/Power Pages Admins, Support Agents

Overview

If a customer can sign in to SSP but doesn’t see subscriptions under My Services, it’s usually caused by one (or more) of these areas:

• The contact invitation wasn’t redeemed correctly and/or the user is missing the required portal web role(s)

• The user is signed into the wrong company context in SSP

• The billing relationship isn’t aligned (Customer + Billing Contract + subscription association)

• The subscription is not set to appear in SSP (Display on Portal)

• The portal can’t connect to Dataverse (commonly an expired Website authentication key)

Key Concepts

• Portal Invitation (Work 365): Sent from the Contact record; web roles can be selected during the invite process.

• Web Roles (Power Pages): Authenticated users typically need a web role to access restricted portal pages/tables.

• Table Permissions (Power Pages): Dataverse access is restricted by default; table permissions must be configured and tied to web roles for record visibility.

• Billing Contract (Work 365): Billing relationship container; subscriptions and pricing context are commonly driven by the Billing Contract.

• Company context (SSP): My Services data is scoped to the company the user is currently logged into.

• Display on Portal (Subscription/NRI): Controls whether subscriptions and NRIs appear in SSP; editable.

• Website authentication key (Power Pages): Must be renewed annually; if expired, the portal can become inaccessible.

How It Works (Why “My Services” Can Look Empty)

Subscriptions appear in My Services only when:

• The user has the correct Work 365 portal web role(s)

• The user is in the correct company context in SSP

• The subscription is tied to the correct Customer + Billing Contract

• The subscription is configured to appear (Display on Portal = Visible)

• If you customized portal security: the correct table permissions exist and are mapped to the user’s web role(s)

Resolution Steps (Requirements Checklist)

Work through these in order. If a step fails, fix it before moving on.

Step 1: Confirm the portal is actually working (global health check)

1. Test SSP as an admin and as a customer.

2. If the portal is blank, errors out, or is unavailable for everyone, go to Troubleshooting > Symptom A.

Step 2: Confirm the contact invitation was redeemed and web roles are assigned

1. In Dynamics 365 / Work 365, open the Contact record for the user.

2. Confirm the invitation was sent and successfully redeemed:

   • Contact → Work 365 menu → Send Portal Invite

3. Confirm the contact has the required Work 365 portal web role(s) for My Services (commonly):

   • Work 365 Administrator

   • Work 365 Subscription Manager

4. If roles were selected during the invite, still verify roles were actually assigned on the contact after redemption:

   • Contact → Related → Web Roles

Step 3: Confirm the customer is in the correct company context in SSP

1. Ask the customer to confirm which company they are currently logged into in SSP.

2. If they belong to multiple companies/tenants, have them switch to the intended company context and re-check My Services.

Step 4: Confirm Billing Contract alignment (Customer + Billing Contract + Subscription association)

1. In Work 365, open the customer’s Billing Contract(s).

2. Confirm:

   • The Billing Contract is under the correct Customer

   • The subscription is associated to the correct Billing Contract

3. If the customer has multiple Billing Contracts, confirm the subscription is tied to the correct one.

Step 5: Confirm the subscription is portal-eligible (Display on Portal)

1. Open the subscription record.

2. Confirm:

   • Correct Customer

   • Correct Billing Contract

   • Display on Portal = Visible

3. Save (if you changed anything), then have the customer refresh SSP and re-check My Services.

Troubleshooting Guide

Symptom A — Portal is blank, errors out, or is unavailable (for everyone)

Likely cause
The Power Pages site can’t connect to Dataverse due to an expired Website authentication key.

Fix (Microsoft guidance)

1. Go to Power Platform admin center.

2. Open your Power Pages site.

3. Go to Security → Website authentication key.

4. Renew/update the key, then retest SSP access.

Symptom B — Customer can log in, but sees no subscriptions under “My Services”

Run these checks in order:

1. Web roles missing or incorrect

• Confirm the user has the required Work 365 portal role(s) (commonly Work 365 Administrator or Work 365 Subscription Manager).

2. Wrong company context

• Confirm the user is logged into the company that owns the Billing Contract and subscriptions.

3. Billing Contract isn’t aligned

• Confirm a Billing Contract exists and the subscription is associated to it.

4. Display on Portal not set to show

• Set Display on Portal = Visible on the subscription record.

5. Product / Price List mismatch (catalog scenarios)

• If the customer is also purchasing/managing services via portal catalog pages, confirm the product and pricing exist in the price list context used by the Billing Contract.

6. Table permissions misconfiguration (custom portal security)

• Confirm table permissions are configured and tied to the correct web role(s).

Best Practices

• Assign Work 365 portal web roles during the invite process, and confirm role assignment after redemption.

• Standardize governance for Display on Portal so customer visibility is consistent.

• Proactively monitor and renew the Website authentication key before expiration to prevent downtime.

• If you customize portal security, document your web role + table permission mapping and test with least-privilege users.

FAQs

Q: I see the subscription in Work 365—why doesn’t the customer see it in SSP?
A: Most often it’s either (1) missing/incorrect Work 365 portal web role for My Services, (2) the user is in the wrong company context, or (3) Display on Portal isn’t set to Visible.

Q: Do customers need special licenses to view subscriptions in SSP?
A: Typically, visibility issues are driven by portal authentication + web roles and (if customized) table permissions—not licensing.

Q: What’s the fastest way to confirm whether this is an authentication key expiration issue?
A: Check the Website authentication key status/expiration in the Power Platform admin center for the Power Pages site. If it’s expired (or near expiry), renew it and retest.