Error message when trying to change address on Teams (in order to make call using Skype dial pad and credit)

Skype paid calling can now only be used through the Skype Dial Pad entry points, and a valid billing profile is required for those paid services to work. When the billing address cannot be saved and the service shows “we’re unable to process the request,” the next step is to have support correct the billing profile on the account.

Use this path:

1. Go to Skype support and choose the paid‑services/billing path:
   • Start from the “I have a question about payments, billing or Skype's paid services” option.
2. Explain that:
   • Skype credit is still present and visible in Skype Dial Pad / Teams Free.
   • The Dial Pad is asking to update the billing address.
   • Every attempt to add or update the billing address ends with the “unable to process the request” error.
3. Ask support to:
   • Check for any payment‑method or billing‑profile issues on the Skype account.
   • Manually update or reset the billing address so the remaining Skype credit can be used from the Skype Dial Pad.

If the issue is related to the payment method itself (for example, card country not matching the tenant country or a declined card), follow the payment‑method troubleshooting guidance and, if needed, contact the bank or use a payment method issued in the same country/region as the account.

References:

• Contact Skype support
• Skype is retiring in May 2025: What you need to know
• Make a call with Skype Dial Pad in Microsoft Teams Free
• Troubleshooting Skype subscriptions
• Manage payment methods for Microsoft business accounts