Cancelling my subscription

Question

Cancelling my subscription

Keshavarz, Zahra 0

Hello,

This is [Moderator note: Personally Identifiable Information removed]. I have been receiving invoices from Microsoft charging our research team’s corporate card every month. These charges are unauthorized, and we would like to cancel the subscription, but we do not know which account is using our card information.

The latest invoice number we received is G**[Moderator note: Personally Identifiable Information removed]** for USD 272.99. The credit card is under the name of [Moderator note: Personally Identifiable Information removed], who is not using this product. Please provide a phone number we can call, or contact me directly at [Moderator note: Personally Identifiable Information removed]@hsph.harvard.edu so that we can resolve this issue.

Thank you,

[Moderator note: Personally Identifiable Information removed]

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4 answers

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Answer 1

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Answer 2

Keshavarz, Zahra 0

Hello Kristen,

Thank you very much for the information. Unfortunately, we have been unable to resolve this issue, and we are still receiving invoices. Our attempts to contact customer service were also unsuccessful. I was unable to reach a live representative and remained stuck in an endless loop of automated responses and waiting.

We checked with our IT department, but they do not recognize the name listed on the invoices: [Moderator note: Personally Identifiable Information removed] . He is not part of our research team either. The latest invoice details are as follows:

Invoice number: G[Moderator note: Personally Identifiable Information removed]

Amount: USD 277.64

Billing period: August 1–31, 2026

Billing date: September 9, 2026

Due date: September 9, 2026

It appears that our corporate card has been charged for years for an account registered under the name of someone who is not affiliated with our research team or department at [Moderator note: Personally Identifiable Information removed] . Therefore, we have asked our bank to block this transaction, as well as any future Microsoft charges on our card.

We would also like to request reimbursement for all unauthorized payments. In addition, would you please explain how our corporate card and my email address were used? We really do not know:

Which account is associated with our corporate card and my email address ([Moderator note: Personally Identifiable Information removed] @hsph.harvard.edu);

The identity of the person who created or used the account;

The devices associated with the account; and

Why Microsoft has not provided us with an easy way to cancel monthly transactions that have been charged to our corporate credit card, although we have reached out to Microsoft many times

Thank you for your attention to this matter. We look forward to hearing from you.

Best regards,

Zahra

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Kristen Tran 1,520 Reputation points Independent Advisor

2026-09-10T15:07:06.2066667+00:00
Hi Zahra,

Just to gently clarify before we go any further, this is a user‑to‑user support forum. I don’t have access to Microsoft’s billing systems, so I’m not able to directly cancel subscriptions or take billing-related actions. However, I’m more than happy to help review your situation and guide you toward the appropriate next steps.

You may also refer to the sample script below to see whether it helps you navigate through the IVR system and reach a live support representative.

You can contact them via phone number to Microsoft Support: Customer service phone numbers - Microsoft Support - choose Work account.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

IVR: What problem is bothering you?

Client: Cancel subcription

IVR: What product do you use?

Customer: Office 365 for business

IVR: School or Business Account?

Client: Companies

IVR: Are you an administrator?

Client: Yes

IVR: Is there another administrator in your organization?

Client: No. I am the only admin in my tenant

IVR: Do you need to create a support ticket?

Client: Yes. I need to create a ticket. Please send me direct to the Billing team.

In case you are unable to contact the frontline support:

As a workaround, some customers have successfully created a temporary Microsoft 365 trial tenant and then used the Microsoft 365 Admin Center to submit a support request directly to Microsoft.

Consider signing up for a trial subscription to create a new tenant: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the billing team on behalf of the previous tenant by following steps from this link: Get support - Microsoft 365 admin | Microsoft Learn

Once your issue is resolved, please remember to cancel the trial subscription to avoid any unintended charges: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further.

Best regards.

Answer 3

Keshavarz, Zahra 0

Thanks for your response.

I do not have the admin information. I asked our IT department to give me access, but they are not sure how to do that either.

I called the numbers provided, but the calls are answered by AI assistants that cannot help me without the access codes. As the person receiving the invoices, I’m sure my name should be listed as an authorized user, so my only request at this point is to cancel the subscription. Getting a reimbursement is not our priority right now; we just want to make sure we are not charged any further.

Thanks,

Zahra

Kristen Tran 1,520 Reputation points Independent Advisor

2026-08-11T08:52:47.81+00:00
Hi,

Thank you your the update. I understand the situation and your concern about preventing any future charges.

Could you please confirm whether you are receiving the invoice emails through your university's email address or your personal email address?

Since you are receiving the invoices, please access the mailbox associated with that email account and look for the original Microsoft subscription confirmation email. When you first purchased the subscription, Microsoft typically sent a confirmation email to the address used during the registration process. This email usually contains the admin account details, which often follow a format similar to:

******@yourcompany.onmicrosoft.com

Please note that the email address used to receive invoices and notifications is not necessarily the same account used to administer the Microsoft 365 subscription. The Microsoft 365 Admin Center requires the designated admin account to sign in and manage or cancel the subscription.

If you're unsure of the admin account, please search your inbox for emails from Microsoft and look for keywords such as "Microsoft", "Microsoft 365", or "onmicrosoft.com". The original subscription confirmation email is often the best place to find the admin username.

Once you regain access to your admin account, you’ll be able to cancel your subscription by following these steps:

Go to Microsoft 365 admin center with your admin credentials > Billing > Licenses > choose the license you want to cancel

Choose Manage subscription details

Under Subscription status > choose Cancel subscription

I hope this guidance helps point you in the right direction and allows you to address your concern quickly. If you have any further questions or need additional assistance, please feel free to let me know.

Warm regards.
Kristen Tran 1,520 Reputation points Independent Advisor

2026-08-12T09:07:53.5333333+00:00

Hi,

I hope all is well with you.

I'm just checking in to see if there have been any updates on the issue. I hope things are moving in the right direction and that a resolution is near.

Whenever you have an update, I'd be grateful if you could let me know.

Thanks again for your help and time.

Answer 4

Hi,

Thank you for reaching out regarding this billing matter.

Based on the information provided, it appears that the subscription may be associated with a Microsoft account that is different from the individuals currently managing the corporate card. In some cases, the payment method used for a subscription can remain attached to an account that was created or managed by a former employee, a team member, or another administrator within the organization.

To resolve this quickly and accurately, you’ll need to involve Microsoft’s Billing Support team, as they have the tools to review your account, confirm the charges, and process any necessary refunds.

Sign in to the Microsoft 365 Admin Center using your admin credentials. If you do not have admin access, please contact your organization's IT administrator before proceeding.
Once inside, click the blue "Help and Support" button at the bottom-right corner of the dashboard, then type "I need to check my unknown invoice from Microsoft" in the search bar and select "Contact Support" from the options provided.
Choose your preferred contact method, time zone, and language, then fill in your details with a clear description of the issue. You may also attach any relevant files, screenshots, or videos to support your request, and click Contact me at the bottom once everything is complete.
To help the support team assist you promptly, please have your invoice number or reference and your Subscription ID (if applicable) ready before submitting your request.

The support team may be able to reissue the invoice depending on your account type and region.

Or you can contact them via phone number to Microsoft Support: Customer service phone numbers - Microsoft Support - Select your country/region own phone number for support.

Looking forward to your response and wishing you a great day ahead.

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