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Unable to access old Microsoft account + cannot cancel subscription (no support options available)

Terri13 0 Reputation points
2025-12-05T22:55:08.24+00:00

Hi, I’m hoping someone can help or escalate this, because I’ve exhausted every available option.

I am being billed for a subscription linked to an old Microsoft/Hotmail account that I can no longer access. The account is still signed in on my old phone through the Outlook app, but whenever I try to access security settings or account.microsoft.com, Microsoft sends me back to the default password page.

I cannot complete password recovery because:

I no longer have the recovery phone number

I no longer have the Authenticator app

The ACSR recovery form keeps looping back to the password page with no response

Phone numbers for Microsoft support in Australia do not connect

The support site offers no live chat

I have proof of ownership (I can provide screenshots from the device where the account is signed in) and I can verify the payment method being charged. I simply need recurring billing cancelled because I cannot access the account to turn it off myself.

Is there any way a Microsoft support agent or moderator can escalate this to the Account & Billing team for manual cancellation? I am stuck in a loop with no working support channels.

Thank you.

Microsoft Security | Microsoft Authenticator
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  1. Q&A Assist
    2025-12-05T22:55:18.5366667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It sounds like you're facing a challenging situation with your old Microsoft account and subscription. Since you are unable to access the account and have exhausted the recovery options, here are a few suggestions:

    1. Contact Microsoft Support: Although you mentioned difficulties connecting with support, it's essential to try again. You can find the appropriate contact methods for Microsoft 365 support here.
    2. Use the Microsoft 365 Admin Center: If you have access to the Microsoft 365 admin center, you may be able to manage your subscriptions and billing from there. If you can access the account on your old phone, try to navigate to the billing section.
    3. Proof of Ownership: Since you have proof of ownership, be prepared to provide this information when you do manage to connect with support. This may help in verifying your identity and resolving the issue.
    4. Escalation: If you manage to get in touch with a support agent, ask them to escalate the issue to the Account & Billing team for manual cancellation of the subscription.
    5. Check for Updates: Occasionally, Microsoft updates their support channels and methods. Keep an eye on their official support page for any changes that might help you connect with them more effectively.

    Unfortunately, without access to the account, your options are limited, but persistence in reaching out to Microsoft support is key.

    References:

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  2. Terri13 0 Reputation points
    2025-12-05T22:56:34.5666667+00:00

    This is still unhelpful, I have exhausted all of these options, none of which are working.

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