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Frequently asked questions

  • To sign in, you must have an active work or school account (organization ID or Microsoft Entra ID) on an active tenant (including free-trial tenants). This work or school account is the email address and account that you use to sign in to Microsoft 365, Enterprise Mobility + Security, or other Microsoft cloud services for work or school. If you don’t have a work or school account, obtain one by purchasing Microsoft cloud services or signing up for a trial. See more information on purchase and trial options for Microsoft 365.

    Note: your work or school account is different from your Microsoft account. Your Microsoft account is the one that you use for personal services such as Xbox Live, Outlook.com, Bing, and others. This ID will not work to sign in to FastTrack.

  • Here are some common issues and troubleshooting steps if you are having issues signing into the FastTrack Portal: 

    “Need Admin Approval” while logging in to FastTrack portal

    • For this error, typically the FastTrack app is not being given the consent from tenant admin. The tenant admin has to grant consent for the FastTrack Application in Microsoft Entra ID. The screen you are seeing that says "Need admin approval" is the admin approval prompt users will receive when their AAD app consent set up requires approval from tenant admins for new applications.
    • Please ask your "Global Admin" of tenant to login into the FastTrack Portal and grant consent for fdo-ad-ft-t-prod application. This is a one-time process for customers logging in to the FastTrack Portal.

     

    FastTrack portal is stuck on the loading page

    • Clear the cache and cookies in your browser window and try to access the FastTrack Portal link. If the issue persists, update your browser to allow third party cookies, in case they are blocked.
    • If you are still unable to login using steps mentioned above, please connect with your FastTrack Engineer, FastTrack Architect, or Assigned FastTrack Ready Partner. 

  • FastTrack is a service provided by Microsoft that helps customers onboard Microsoft Cloud solutions and drive user adoption. Customers with eligible subscriptions including Microsoft 365, Office 365, Azure, or Dynamics 365 can use FastTrack at no additional cost for the life of their subscription.

    FastTrack offers:

    • Online resources and tools available to all customers.
    • End-to-end guidance from Microsoft engineering.
    • Delivery by Microsoft engineers or approved partners.
    • Availability for Microsoft 365, Office 365, Azure, Dynamics 365, and other subscriptions.

  • FastTrack follows a proven process to guide customers through deployment:

    1. Envision: Through FastTrack, we offer resources, tools, and best practices to help customers and partners plan for a successful deployment. Customers start by creating a Success Plan tailored to their business that includes both technical implementation and user adoption strategies across Microsoft 365, Azure, and Dynamics 365.
    2. Onboard: Once ready, customers can request onboarding to get remote and personalized assistance from our FastTrack specialists, who will help them assess their technical environment and work with their IT staff or partner to help ensure a smooth onboarding and migration experience.
    3. Drive value: Because our goal is to help businesses get the most value out of their IT investments, FastTrack provides customers with best practices, guidance, and resources to help gain user adoption. In addition, customers will benefit from tools and guidance that help them transform their existing IT practices and effectively manage change.

  • Microsoft FastTrack specialists can work closely with customers and partners during a FastTrack engagement. This teamwork helps customers benefit from all the resources and guidance available through FastTrack. With the purchase of an eligible subscription, customers, partners, or field staff can request assistance for FastTrack services. With access to FastTrack best practices, customers and partners can use a standardized, repeatable process to support successful deployments. Additionally, partners can combine their expertise with FastTrack services to provide best-in-class solutions to their customers’ plans.

    Once engaged, an approved partner works with their customer to help build a plan that drives the achievement of their business goals. Local environment considerations and timelines are documented to prioritize resources. A FastTrack specialist can help review the plan and provide guidance about business goals, local infrastructure requirements (on-premises and/or to the cloud), timing, and resource needs.

    Once planning is complete, the partner and customer have a blueprint for managing the customer rollout.

  • A FastTrack specialist is your ambassador to the FastTrack process who is responsible for your overall onboarding experience. Throughout your engagement it’s likely you’ll work with multiple FastTrack specialists on specific topics as they bring in expertise to address your specific situation. FastTrack specialists include Microsoft personnel, vendors, and approved partners. A FastTrack specialist: 

    • Helps you with Microsoft recommended set of onboarding processes and guidance.
    • Coordinates specific deep-dive technical workshops.
    • Helps you understand key success adoption factors.
    • Conducts technical workshops and provides specific guidance.
    • Serves as subject matter experts on various technologies.

  • Microsoft users, partners, and customers initiate their request from the FastTrack website. To complete the request, the user must first sign in to their account. After signing in, the user will be automatically taken to their account dashboard where they can view existing requests for assistance (RFAs) or start a new one. Once the RFA has been completed and accepted, a FastTrack specialist will be assigned and listed in the FastTrack status view for the customer.

  • Anyone can take advantage of our online resources available on this site—anytime. For more in-depth information on FastTrack eligibility requirements, go to our eligible services and plans page.

    Microsoft 365

    • All customers with current and eligible Microsoft 365 plan subscriptions can use FastTrack onboarding, migration, and adoption services.
    • In addition to online FastTrack resources, eligible customers have access to remote guidance from FastTrack specialists or approved partners.
    • Subscriptions to individual components of Microsoft 365 are also eligible for FastTrack services. Refer to the following details on specific services and products enabled by FastTrack.
    • See more details about FastTrack.

     

    Enterprise Mobility + Security

    • FastTrack Center Benefit for Enterprise Mobility + Security and cloud services include: Enterprise Mobility + Security and Enterprise Mobility + Security (as part of the Secure Productive Enterprise).

    • Purchased as standalone: Microsoft Entra ID P1 and P2, Microsoft Intune, Microsoft Intune for Education, Microsoft Azure Information Protection (E3 and E5), and Microsoft Defender for Cloud Apps.

    • See more details about Enterprise Mobility + Security.

     

    Azure

    • FastTrack for Azure requires a Microsoft field nomination.
    • Located in one of the following geographical locations where FastTrack is available: United States, Canada, Australia, New Zealand, United Kingdom or Western Europe (defined as the Microsoft WE region), Austria, Belgium, Denmark, Finland, Ireland, Italy, Luxembourg, Netherlands, Nordics, Norway, Portugal, Spain, Sweden, and Switzerland.
    • FastTrack delivery is available in English only.
    • Eligible customers also need to have an identified Azure project estimated to consume a minimum of USD5,000 per month (or local currency equivalent) of Azure services (at Top Parent ID level). All commercial and government customers are eligible if they satisfy the criteria regardless of purchase channel and licensing.
    • FastTrack is a post-sales tool, so customers are required to have an active paid Azure subscription to be eligible.
    • Customers can’t be directly supported by a Microsoft Cloud Solution architect.

     

    Dynamics 365

  • FastTrack is available in all markets.

    The FastTrack team provides remote assistance in the following 12 languages: Chinese Simplified (Mandarin dialect), Chinese Traditional (Mandarin dialect), English, French, German, Italian, Japanese, Korean, Portuguese (Brazilian), Spanish, Thai, and Vietnamese.

    FastTrack is available in the following 27 languages: Chinese Simplified, Chinese Traditional, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Portuguese (Brazilian), Russian, Spanish, Swedish, Thai, Turkish, Vietnamese, Czech, Greek, Hungarian, Indonesian, Malay, and Romanian. This includes the ability to create a Success Plan in the selected language. Note that a localized plan can’t be automatically changed to a different language.

    Note that the FastTrack team makes periodic updates adding new features and resources to the site. Localization of new features/resources can take between one to three months. In the meantime, the new features/resources are available in English, so users may experience their selected language and English on a given page until localization is complete.

FastTrack for App Assure

  • App Assure provides remote assistance to customers with eligible Microsoft 365 and Windows plans of more than 150 licenses to help resolve app compatibility issues they experience when moving to Windows 10/11 on Intel, AMD or Azure Resource Manager devices, Microsoft 365 Apps for enterprise—or deploying the new Microsoft Edge, Azure, or Windows 365 Cloud PC.

  • The perception of app compatibility—and the unknowns associated with identifying problems—is a real blocker for concerned customers. This program brings confidence back into the equation. And for the small set of apps that do have issues, it brings direct Microsoft help to remediate.

  • Like all FastTrack offerings, App Assure is offered at no additional cost with an eligible subscription (more than 150 seats).

  • Yes, these claims are real. We can afford to deliver this program because only a very small number of apps face compatibility issues. We can—and we’re committed to—helping customers resolve those issues. But the steps we’ve already taken with Windows 10 and Windows 11 help ensure that the actual instance of app compatibility issues are very low.

  • English, Japanese, Chinese (simplified), Chinese (traditional), German, Spanish, Korean, French, Portuguese (BR) and Italian.

  • App Assure is offered at no additional cost to Windows 10/11 Enterprise, Windows 10/11 Pro, and Windows 10/11 Education customers with an eligible subscription (more than 150 seats). Commercial, education, and public sector customers with 150 or more Microsoft 365 E3, E5, A3, or A5 licenses; Windows 10/11 E3, E5, A3, or A5 licenses; Windows 10/11 Enterprise with Software Assurance licenses in their subscription; or ISVs building Windows 10/11 commercial apps are eligible to submit a request for assistance. Customers and ISVs must be targeting a Windows 10/11 and Microsoft 365 Apps for enterprise or Office perpetual version that is currently within their respective servicing period (including the Long-Term Servicing Branch).

  • No. Eligibility is based on Windows 10 and 11 licenses. That said, if we’re going to help fix a compatibility issue with Microsoft 365 Apps for enterprise that occurred as a result of moving to Windows 10/11 or when updating Microsoft 365, the app has to be either a supported version of Microsoft 365 Apps for enterprise or Office perpetual in mainstream support.

    Eligibility requires 150 licenses or more of one of the following:

    • Windows 10/11 E3 or E5
    • Windows 10/11 Education A3 or A5
    • Windows 10/11 Enterprise with Software Assurance
    • Windows 10/11 Pro
    • Microsoft 365 E3 or E5
    • Microsoft 365 Education A3 or A5

  • Yes, App Assure is available to public sector, federal, and Department of Defense (DoD) customers. The requirements and process to engage remain the same for App Assure. The customer must submit a request for assistance.

  • App Assure supports Microsoft 365 Apps for enterprise, Office 2016, Office 2019, and Office Long Term Servicing Channel (LTSC) while they are in mainstream support on Windows 10 or Windows 11.

  • The Microsoft Trust Center is your one-stop resource for detail on security, privacy, compliance, and transparency. Go to the Trust Center.

  • The following support is available for customer-developed line-of-business apps and apps developed by ISVs.

    For customer-developed, line-of-business apps:

    • Diagnosing apps to determine a root cause and fixing an app. If customer source code is available, Microsoft engineers will work with the app developer and recommend code changes for the app. The customer is accountable for implementing recommendations in their own source code.
    • Shimming and packaging apps to remediate compatibility issues.
    • Addressing Windows 10 and Windows 11 regressions impacting app compatibility.

     

    For ISV apps:

    • Diagnosing apps to determine a root cause and fix for an app and partnering with ISVs to remediate their apps.
    • Addressing Windows 10 and Windows 11 regressions impacting app compatibility.
    • Engaging ISVs to onboard them to Windows 10 and secure Windows 10 support statements.

  • Yes, ISV add-ins for Microsoft 365 are in scope and supported by App Assure.

  • No. There are no restrictions to the number of apps that can be submitted. However, we encourage you to prioritize your top apps to focus on initially.

  • There are no limitations on package type for App Assure.

  • No. The App Assure team will only repackage apps that first require remediation for Windows 10 or Windows 11. We can refer customers to several qualified Microsoft partners who offer this service.

  • When we remediate a customer's app, we can repackage the app in one of the following formats: APPX, App-V, MSI, EXE, and MSIX (when available).

  • Customers must be targeting a Windows 10 or Windows 11 version that is within its serviceability period. Get Windows 11 release information.

  • The following types of app readiness are not supported:

    • App inventory and testing to determine what does and does not work on Windows 10 or Windows 11.
    • Researching ISV apps for their Windows 10 or Windows 11 compatibility and support statements.
    • Code-level changes to an app (though we can provide guidance to developers if source code and resources are available).
    • While AndroidTM apps on Windows 11 are available to Windows Insiders, App Assure does not currently support AndroidTM applications or devices, including Surface Duo devices.

  • Microsoft 365 add-ins and VBA macros are in scope for App Assure.

  • ISVs may submit a request for assistance by signing in to FastTrack, selecting Request services, and selecting Request application and remediation services on the App Assure tile.

  • Desktop Analytics is a cloud-based service that integrates with Configuration Manager to provide intelligence for making informed decisions about the update readiness of your Windows clients. It combines data from your organization with data aggregated from millions of devices connected to Microsoft cloud services.

  • The Microsoft Security Update Validation Program (SUVP) provides early access to Microsoft security updates—up to three weeks in advance of the official release—for the purpose of validation and interoperability testing.

  • Yes, the App Assure service will provide assistance to ISVs that are experiencing compatibility issues with Windows 10 and Windows 11, and Microsoft 365 Apps for enterprise including early releases being developed for Windows 10 and Windows 11.

  • There is no limit on the number of apps for App Assure.

  • Get more information on how to address Windows 10 app compatibility. Learn more about Windows 11 app compatibility.

    Specific guidance

  • To support a no-cost app readiness service, the App Assure service uses one or a combination of the following methods for app diagnosis and remediation:

    1. Microsoft supports the customer remotely to help deploy diagnostic and troubleshooting tools to collect app error logs. Similar to a typical support engagement, Microsoft will analyze the results and make recommended changes to remediate the app.
    2. The customer shares the app installer with Microsoft. Microsoft deploys the installer in a Microsoft lab environment where we have already deployed our diagnostic and remediation tools.
    3. The customer provides VPN access to a test environment to Microsoft engineers. Microsoft will deploy our diagnostic and remediation tools and perform the remediation work within the customer's environment.

  • Once a customer has submitted a request for assistance, an App Assure manager will reach out to the customer within 24 hours. However, App diagnosis and remediation times will vary significantly based on several factors including:

    • The complexity of the issue
    • The responsiveness of ISVs
    • The customer's availability to engage with Microsoft to provide app details
    • The model through which remediation work is done (VPN or Microsoft labs)
       

    We‘ll decide if it’s appropriate to define a service level agreement and communicate estimated response times once we have more data from customer engagements.

  • The App Assure service team provides different tiers of support and team members are located worldwide to support each local region. They provide support during local business hours, Monday through Friday.

  • App Assure managers are FastTrack resources assigned to an account. They own the relationship with the customer across app remediation requests, and they help to engage the right engineering resources to resolve app compatibility issues. This relationship may span multiple requests, across multiple apps, and involve engagements with multiple engineering groups. The intent is to provide a streamlined experience where the customer won’t have to repeatedly explain the circumstances in their journey to upgrade, resolve app compatibility issues, and adopt Windows 10, Windows 11, and Microsoft 365 Apps for enterprise.

  • App compatibility issues are typically resolved through a process of diagnosing the root cause and identifying steps to remediate the issue. The most common resolution types are:

    • Updating ISV apps to a supported version of the app

    • Applying hotfixes already available publicly

    • App code changes

    • Shimming

    • Windows OS bug fixes

  • Shims provide a proxy to deliver necessary functions to address legacy software behavior. This changes how an app interacts with the operating system. It’s not a change to the app software itself. Shims are then published to a central library where all app clients can access it to resolve the problem.

  • The following are some of the devices we support (OEMs will continue to announce new Azure Resource Manager devices): Surface Pro X, Samsung Galaxy Book S, Samsung Galaxy Book2, Asus NovoGo, HP Envy X2, Lenovo Flex 5G, Lenovo Yoga C630 WOS, and Lenovo Miix 630. Learn more about Surface Pro X app compatibility.

  • Apps that rely on software drivers that are not compatible in Resource Manager. 64-bit (x64) emulation is only available on Windows 11 on Resource Manager devices.

  • 64-bit (x64) emulation is only available on Windows 11 on Resource Manager devices.

FastTrack for Microsoft 365

  • FastTrack for Microsoft 365 provides IT pros customized guidance for onboarding and adopting Microsoft 365 including access to Microsoft engineering expertise, best practices, tools, and resources. Included in your eligible Microsoft 365 subscriptions, FastTrack helps customers migrate data, enable effective teamwork, protect the organization from cybersecurity threats, and help keep your devices and apps up to date.

  • Our guides walk you through setting up the services you want to use. You select the features and options you want to deploy, and the guides build a step-by-step setup plan customized to your needs. You'll get a full set of instructions, videos, reference articles, and scripts. Some guides include automation that will change some of your settings, while in other areas of the guide you can change your settings and data to guide you. Use the guides anytime, even during planning or after you've already set up the services, to learn more about Microsoft 365 features and options. In addition, use the guides to prepare your environment and set up email, Exchange Online Protection, Windows 10 with Microsoft 365, SharePoint, Microsoft 365 Apps for enterprise, OneDrive for Business, Microsoft Entra Connect, Microsoft Entra ID, Microsoft Teams, Microsoft 365 Groups, Skype for Business, and StaffHub.

  • Keep track of Microsoft 365 FastTrack engagements by logging in to FastTrack and viewing My Customer Dashboard. The dashboard, available to Microsoft users and partners, provides account-specific guidance based on where the customer is in their adoption journey.

  • Education customers can use the digital experience of FastTrack like all other customers. Refer to FastTrack service subscription for eligibility requirements. Data migration is only available for faculty and staff (paid) seats, not student-use benefit seats. In addition, FastTrack can refer customers to Education specialists. Use the Request for Assistance specific to education customers to receive a referral.

FastTrack for Azure

  • FastTrack for Azure is currently available to eligible Azure customers located in the United States, Canada, Australia, New Zealand, the United Kingdom, or Western Europe (delivery is in English only).

  • Customers must meet all of these criteria:

    • Be located in the United States, Canada, Australia, New Zealand, the United Kingdom, or Western Europe (English only)
    • Have an identified Azure project estimated to consume a minimum of USD5000 per month (or local currency equivalent) of Azure services
    • Have an active paid Azure subscription
    • Not be directly supported by a Microsoft Cloud Solution Architect
    • Be ready to build and deploy a FastTrack-supported Azure solution as indicated on the FastTrack for Azure roadmap

  • The length of engagement varies depending on your needs. Eligible customers can engage FastTrack for Azure resources for one or more of the supported Azure solutions as indicated on the roadmap.

  • No. FastTrack for Azure guides customers through setup, configuration, development, and production of Azure solutions remotely. It’s available to eligible customers at no cost.

  • The main phases of a typical FastTrack for Azure engagement are:

    • Discovery: Identify key stakeholders, understand the goal or vision for problems you are solving for, and assess architectural needs.
    • Solution enablement: Learn design principles for building apps, review the architecture of apps and solutions, and receive guidance and tools to drive proof of concept work through to production.
    • Continuous partnership: Azure engineers and/or program managers will check in periodically to ensure your deployment is on track and to help remove blockers, for you (in-house resources) or for your Azure partner.

  • No, FastTrack for Azure engagement is delivered remotely.

  • Yes. FastTrack for Azure is available to eligible customers in both Azure commercial cloud and Azure Government cloud.

  • If you’re already working with a partner, Microsoft Consulting Services, or Premier Services, the FastTrack team will engage with you and the partner to ensure you both have the resources needed to successfully deploy Azure solution(s). If you’re not already working with a partner, we can connect you to a FastTrack for Azure partner who can assist with your deployment needs.

  • Check Azure updates for the latest information regarding FastTrack for Azure launches or solutions.

FastTrack for Dynamics 365

  • Refer to the FastTrack for Dynamics 365 website for details about the program.

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