Double billing

Question

Double billing

leslie white 0

I started my account as with an old account . That address is no longer active.

I renewed my 365 account using a new address and paid full price $129.99. That worked, but now Iam still getting monthly billings also.....that needs to stop!!!

Can you please help..?

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2 answers

Your answer

Answer 1

Hi @leslie white

First, please feel free to check out the AI answer

Since the monthly subscription appears to be linked to an old address that you can no longer access, you may not be able to cancel it yourself. This is a public forum, so no one here can view the account, stop the payment, or issue a refund.

Please contact Microsoft Support, enter "live chat". You will be prompted with an option "Ask out Support Assistant". Kindly click on it and type in "I need live chat agent to support my billing questions" - choose Contact Support and select Microsoft 365 and Office - Billing and Account profiles questions to request help from the billing team. Have the charge dates, amounts, payment-card type, and last four digits available, but do not post those details publicly

You can also use Manage your payments and select Investigate. This may help locate another account using the same card.

Thank you for your understanding and time

Answer 2

This usually means there are two subscriptions or two Microsoft accounts involved: the renewed annual subscription on the new account, and a separate subscription that is still charging monthly on the old account.

Try this:

Sign in to Services & subscriptions with the new Microsoft account and check which Microsoft 365 subscription is active.
Sign out, then sign in with the old Microsoft account and check whether a second Microsoft 365 subscription is still listed.
On the subscription that is still charging monthly, select Manage and then either:
- Turn off recurring billing, or
- Cancel, if that option is available.
If the old account is no longer accessible, use Manage your payments to investigate the charge and confirm which account or subscription it belongs to.
If the charge continues, contact Microsoft Support through Get Help and Contact Support for billing assistance.

Important details from Microsoft support guidance:

If a subscription was bought from a third-party retailer, that retailer must manage the subscription and billing.
If Turn on recurring billing is shown, the subscription is already set to expire on the shown date and no further action is needed.
If a recent charge appeared after cancellation, cancellations must be made more than 2 days before the billing date.