When you create a new user account, typically the account shows a status of Pending. However, if the user account shows a status of Held, instead of Pending, wait for the status to resolve to Pending. The Held state occurs when the service is performing routine checks, and does not indicate that there is a problem with the provisioning. Do not delete and then re-add the account. After the check is performed, if the service can determine which subscription to assign, it automatically assigns the subscription to the user account, and the Held state changes to Pending. If the service cannot determine which subscription to assign, then the company contact receives an email notification that the account is ready to have a subscription assigned to it.
Resolution often takes a few hours or less; however, on some occasions it may take a few days. If you are concerned that the Held state is not changing, contact customer support.