cannot access outolook and do not need the family microsoft plan

You can contact a Microsoft support agent about the new subscription immediately, while Outlook.com sign-in access must be restored through Microsoft’s account-verification process.

1. Contact a human about the subscription

1. Open Microsoft Contact Support.
2. Enter Microsoft 365 Family billing and Outlook access and select Get Help.
3. If the suggested articles do not resolve it, select Contact Support.
4. Choose Microsoft 365 and Manage my subscription, then select the available chat or callback option.

Microsoft 365 Family users are routed to the appropriate support option through this process.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

A billing agent can review the purchase and cancellation, but cannot bypass identity verification to restore access to an Outlook.com account.

2. Cancel the Family subscription

If you can sign in with the Microsoft account used to buy it:

1. Go to Microsoft 365 Services & subscriptions.
2. Find Microsoft 365 Family.
3. Select Cancel subscription; it may appear as Upgrade or Cancel.
4. Review the cancellation page and select I don’t want my subscription.

If the page instead displays Turn on recurring billing, renewal is already disabled and no further cancellation action is required.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")

Because the subscription began yesterday, complete the cancellation promptly. Refund eligibility is determined during cancellation and depends on factors including purchase timing, subscription type, and country; not every cancellation receives a refund.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Special case—Germany: If the subscription was purchased in Germany, Microsoft provides a cancellation process that does not require signing in: cancel a Microsoft subscription acquired in Germany.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")

If it was purchased through Apple, Google Play, Amazon, or another retailer, cancellation and refund requests must be made through that seller rather than Microsoft.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Unable to cancel your Microsoft subscription | Microsoft Support")

3. Restore Outlook.com access

If the problem is that you cannot sign in to Outlook.com:

1. Open Microsoft’s sign-in support page and start the Sign-in Helper.
2. Enter the Outlook email address or phone number associated with the account.
3. Follow the identified recovery or verification steps.^4^

If offered a security-code reset:

1. Verify that the address uses the correct domain, such as .com rather than .co.uk.
2. Choose where to receive the security code.
3. Enter the code and create a new password.^5^

The Outlook.com support team cannot manually restore an account when sign-in verification fails; Microsoft directs users back to the sign-in recovery process.^6^

If the password works and the issue is instead that the Outlook application will not open, provide the exact error message and whether this occurs in the browser, Windows/Mac application, or phone app—the account-recovery procedure would not necessarily apply.

Before cancelling

Cancellation reduces the account to the free storage allowances: 5 GB of Microsoft cloud storage and 15 GB of Outlook.com storage. If usage exceeds those allowances, Outlook.com may be unable to send or receive email, so check mailbox and OneDrive usage before cancelling.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel a Microsoft 365 subscription | Microsoft Support")

References

1. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
2. [Cancel a Microsoft 365 subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
3. [Unable to cancel your Microsoft subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. I can't sign in to my Microsoft account | Microsoft Support
5. My username and password have stopped working | Microsoft Support
6. How to get support for Outlook.com | Microsoft Support