I need to investigate and cancel a recurring charge for Microsoft*36 on my Apple card

Question

I need to investigate and cancel a recurring charge for Microsoft*36 on my Apple card

Susan Degrave 0

how do I contact Microsoft customer service about an autorenewal charge to my credit card? my account is expired since 2021 so I don't know what this is about, and I want to talk to a customer service rep

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2 answers

Your answer

Answer 1

Hi,

Microsoft has a dedicated article on this:

How to investigate a billing charge from Microsoft

https://support.microsoft.com/en-us/accounts-billing/how-to-investigate-a-billing-charge-from-microsoft

A Microsoft subscription has recurring billing enabled.
Someone you know, such as a family member, bought something with your card. You can now investigate this on the Manage your payments page.
A previously declined charge was charged again.
A pre-order or split order was shipped.
Someone made an in-app purchase from an app, game, or office.

On this account, do you see a 365 service active at https://account.microsoft.com/services page?

Use this troubleshooter to help you understand why you have been charged - it should route you to an agent too, since this is a user-user support forum:

Start

I hope this information helps. If you have any more questions, don't hesitate to reach out. Wishing you good luck!

Answer 2

Use this path to investigate the charge first, then contact support if needed:

Go to the Manage your payments page in the Microsoft account dashboard and select Investigate for the charge.
- This is the recommended path for unrecognized Microsoft charges.
- Common causes include recurring billing, a purchase made by a family member, a previously declined charge being retried, a pre-order or split order shipping, or an in-app purchase.
Check whether the charge is tied to a subscription under Services & subscriptions.
- If the subscription shows Turn on recurring billing, it is already set to expire and no further cancellation is required.
- If it shows Cancel subscription or Manage, use that option to cancel.
If the subscription was purchased through Apple App Store, Microsoft cannot cancel it or process the refund.
- Cancellation or refund must be requested through Apple support.
If the charge was purchased directly from Microsoft and a subscription is found, cancel it from:
- https://account.microsoft.com/services/microsoft365 for Microsoft 365, or
- https://account.microsoft.com/services for other Microsoft subscriptions.
To contact Microsoft support, go to Contact Microsoft Support, enter the problem, select Get Help, and then select Contact Support to be routed to the best support option.
If the charge is fraudulent or payment details may be compromised, contact the card issuer immediately to prevent additional charges. Disputing a charge alone does not prevent more fraudulent charges.

Since the account appears to have expired in 2021, also check whether the charge is tied to a different Microsoft account or to a third-party purchase channel such as Apple.