Troubleshooting issues with MPN references

Summary

Customer references are required in order to attain or renew a competency. Reference requests are created through the Partner Membership Center. To send a customer reference request, follow the instructions on the Create a Customer Reference page in your Partner Membership Center.

Solutions to common customer reference issues are provided in the following sections.

More Information

Customer did not receive the reference request  

 Follow these steps if a customer did not receive the reference request.
  1. Access the Reference Listsection of your Partner Membership Center.
  2.  Make sure that the reference request was submitted at least seven days ago. The Last sent date is indicated on the Reference List as shown below.
  3. Confirm that the customer has searched their email (including the spam folder) for a message sent from microsoft@e-mail.microsoft.com.
  4. If the customer does not see the email, and if the reference request was submitted more than seven days ago, you can resend the reference request.
Reference statuses and required partner actions

The following lists possible reference statuses and related action:
Status
Definition
Partner action
Awaiting Approval
A reference request was sent to an individual who has not yet responded.
Wait at least seven days to receive a response from your customer. If that time has passed, you can resend the reference request from your Reference Listin the Partner Membership Center.
Customer Rejected
Your customer rejected the reference request.
No action.
Customer Approved
Your customer approved the reference.
You must assign the reference to a specific competency. See sections below for instructions.
Microsoft Auto-Approved
Your customer did not respond to the reference request within six weeks and it was automatically approved by Microsoft.
You must assign the reference to a specific competency. See sections below for instructions.
Canceled
At the request of a program administrator within your organization, your Regional Service Center canceled the reference request before it was approved or rejected by your customer.
No action.

Rules: Assigning references to competencies 

The following applies to assigning approved references to competencies:
  • An approved reference request must be assigned to a specific competency.
  •  Generally, a silver competency will require three references and a gold competency requires five. There are exceptions: verify the requirements of any specific competency on the competency requirements page of the MPN portal.
  • You cannot use the same reference to fulfill the requirements for more than one silver competency. However, you can use customer references from one silver competency toward the corresponding gold competency.
  • Assign references only to the specific competency that they are eligible for. (The eligible projects vary by the specific competency.)
Steps: How to assign references to a competency
  1.   Access your Reference List in your Partner Membership Center.
  2. Each reference will have the status listed. Locate the reference that you want to assign and select that option.

  3. Select the competency from the drop-down menu and then click OK.


  4. Reassigning a reference to another competency will follow the same process. Instead of having an Assign status the reference will have a Reassign status.


Troubleshooting issues with customer references

Refer to the following table to resolve common technical issues related to references.

Issue or error message
Troubleshooting steps
You unable to create a reference.

1. Make sure that you are a Global Administrator or a Local Administrator of the location where you want to create a reference.
2. Clear cache and cookies.
3. Make sure that you use a recent version of Internet Explorer. 
You are unable to assign a reference to a competency.
Make sure that you are a Global Administrator or a Local Administrator of the location where the reference request was created. You cannot assign references otherwise.
If you have the correct administrator rights but cannot assign a reference, contact your Regional Service Center. An agent will assign the reference on your behalf.


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Article ID: 2966440 - Last Review: 17 Oct 2014 - Revision: 1

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