Subscription

Hello Bobbi Koss,

I understand that you are having issue with Microsoft subscription. I truly understand how you feel. Let me assist you go through this situation.

1. Cancel the unwanted subscription (required for refund eligibility)

• Go to: https://account.microsoft.com/services/microsoft365
• Select the older Microsoft 365 subscription
• Choose Manage > Cancel
• Complete cancellation

Please note: Not all cancellations automatically result in a refund, but cancellation is mandatory to proceed

2. Protect your money now

Contact PayPal immediately and do one of these:

• Cancel the recurring payment
• Open a dispute for unauthorized / unresolvable charge

Why this works:

• If account access cannot be verified, Microsoft support may not proceed
• Payment provider can block future charges directly

3. For refunding or further assistant, please contact support for the best assistance:

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to https://support.microsoft.com/home/contact
• Search for "Refund Microsoft 365 subscription" in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select Billing> Subscriptions> Charged unexpectedly / Refund
• Look for and select "Chat with a support agent in your web browser" (during business hours). Once connect, explain your situation clearly.

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Please understand that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

To stop future charges and address the current one, follow these steps:

1. Cancel or turn off recurring billing for the subscription
   1. Go to the Microsoft account Services/Subscriptions area: https://account.microsoft.com/services/office/billing.
   2. Sign in with the Microsoft account that was used for the Microsoft 365 subscription (this may be the same email used with PayPal, but it can be different).
   3. Locate the Microsoft 365 or Office subscription that matches the PayPal charge.
   4. Select Manage and then choose either Cancel or Turn off recurring billing so it will not renew again.
2. Verify renewal status and dates
   1. In the same page, check the subscription status:
      • If it shows Has recurring billing, recurring billing is still on and must be turned off.
      • If it shows Expires on [date], it will end on that date unless renewed.
   2. This confirms whether the April 1, 2026 payment is the current active term.
3. Investigate and request a refund for the unwanted charge
   1. Use Microsoft’s refund process for subscriptions: follow the steps in How to get a refund on a Microsoft subscription to submit a refund request for the April 1, 2026 charge if the subscription could not be used.
   2. If there is any confusion about what was charged (for example, multiple subscriptions or older orders), use How to investigate a billing charge from Microsoft to identify exactly which subscription the PayPal payment is tied to.
4. If self-service steps do not resolve it, contact Microsoft Support directly
   1. Go to the Microsoft Support contact page: https://support.microsoft.com/contactus.
   2. Choose Microsoft 365 → Get Home Support.
   3. In the help box, type billing and press Enter.
   4. Scroll down and select Sign in to Contact Support.
   5. Under Microsoft 365 and Office – Manage my subscription, choose Chat with support agent in web browser or the phone callback option (if available in the region).
   6. Provide the Order ID (Z73MNTTNSP9), the PayPal payment date (April 1, 2026), and explain that installation on the new computer never worked and that cancellation and refund are requested.
5. If the Microsoft account used for the subscription is unknown
   • Follow the guidance under You forgot the account you associated with Office to recover the Microsoft account that holds the subscription, then repeat steps 1–4.

These actions will stop future renewals, help identify the exact subscription that was charged through PayPal, and allow a formal refund request and direct contact with support.

References:

• Problems renewing a Microsoft 365 subscription
• Troubleshoot installing Office
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• How to connect with Help and Support - Microsoft Q&A
• refund please - Microsoft Q&A