I want to talk to a human about my billing subscription

Question

I want to talk to a human about my billing subscription

Marcel vW 20

I pay €99 per year for my MS account, but I don't know to which email account it is connected. It wants to send a code to an old hotmail account which I do not have anymore. I do have a gmail account. But it does not recognize the gmail account.

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Answer 1

Hey Marcel! Nice to meet you!

Based on your description, kindly confirm and locate the transaction details by signing in to all of your Microsoft accounts in order to locate the charge on account.microsoft.com > Order History > select the date range when you received the annual charge.

If it doesn't show up, the charge may have been from a family member or a friend who might have your payment card added/linked to their accounts. Please check their accounts' Order History.

You may follow the guide through the official Microsoft website to investigate the charge from Microsoft through this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you are able to confirm that the subscription is under your old account, but you do not have access, you will need to try the Account Recovery Form: https://account.live.com/acsr

Detailed steps on how to use the Account Recovery Form can be found here: https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42

If you're able to access the account, locate the transaction, and if this is an unwanted subscription renewal, you can check if it is eligible for a refund through this link:

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

If you are unable to find the transaction in all of your accounts, you'll need to contact Microsoft Support for further assistance as they have the tools and resources to properly investigate this:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Microsoft 365 subscription" > Contact Support > Microsoft 365 and Office > Manage My Subscription > Confirm > Chat with a support agent in your web browser

Phone Support: https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Thank you for your kindness and understanding! Please let me know if you need anything else.

Best regards,

Darhyl

Marcel vW 20 Reputation points

2025-07-25T11:53:32.4766667+00:00

Dear Darhyl. Thank you so much for your elaborate answer. That was really helpful. I had somebody from the microsoft support team (Jeremiah Jr. A.) on the phone and he solved the problem excellently !

Thank you all.

Cheers,

Marcel