I cannot renew my microsoft365 Family subscription

Question

I cannot renew my microsoft365 Family subscription

Manfred Hafner 20

I have inserted a new credit card, but the system does not allow me to proceed with payment - it always asks for a billing address, but the billing address is already inserted in the system and it is correct.

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Answer accepted by question author

John Jefferson Doyon 88,345 Independent Advisor

Hi, I'm John! I will help you with this.

Could you try renewing your subscription using a different browser or device to see if it goes through?

If you haven't tried anything yet, check if your payment method is up to date and has sufficient funds.

You can do this by signing in to your Microsoft account and going to the Payment & billing section. From there, you can view and update your payment options: https://account.microsoft.com/billing/payments

Double-check your card details. Make sure everything (card number, expiration date, CVV, billing address) is entered correctly.

"Change your Microsoft subscription payment method and options" https://support.microsoft.com/account-billing/change-your-microsoft-subscription-payment-method-and-options-39ab4bc1-01f9-fc28-c3a5-49e87b6e7611

If none of these work, you might need Microsoft Support to check your billing profile directly since they can see the backend details. Would you like me to guide you to the right contact page for billing support?

Click "Add comment" to let me know.

Regards,

John J.D.

Manfred Hafner 20 Reputation points

2025-08-20T12:53:52.9866667+00:00

Yes, can you support me because I have tried evenrything and it is extremely frustrating !!!
Thank you so much,
manfred
Walquiria 0 Reputation points

2025-08-20T16:54:29.9766667+00:00

Hi Manfred. I also had the same issue today, I followed John instructions (3 different devices, different browsers) and it did not work. I spent hours trying to update my card in the account.

I finally succeeded with paypal. Address on Paypal account has to be exactly the same on the Microsoft account. I tried 1000000 times until it worked.

It is ironic, but I think the system does not work properly.

Good luck!
Manfred Hafner 20 Reputation points

2025-08-20T17:08:24.69+00:00

Thank you,
Don't ask me why and how, but suddenly the system says "payment completed, next payment due in one year" - I really hope it will be smoother next year...
kind regards, manfred

3 additional answers

Your answer

Manfred Hafner 20 Reputation points

2025-08-20T12:53:52.9866667+00:00

Yes, can you support me because I have tried evenrything and it is extremely frustrating !!!
Thank you so much,
manfred
Walquiria 0 Reputation points

2025-08-20T16:54:29.9766667+00:00

Hi Manfred. I also had the same issue today, I followed John instructions (3 different devices, different browsers) and it did not work. I spent hours trying to update my card in the account.

I finally succeeded with paypal. Address on Paypal account has to be exactly the same on the Microsoft account. I tried 1000000 times until it worked.

It is ironic, but I think the system does not work properly.

Good luck!
Manfred Hafner 20 Reputation points

2025-08-20T17:08:24.69+00:00

Thank you,
Don't ask me why and how, but suddenly the system says "payment completed, next payment due in one year" - I really hope it will be smoother next year...
kind regards, manfred

Answer 1

Terence Willard 0

please guide me to billing support

Stefan Blom 352.7K Reputation points MVP Volunteer Moderator

2025-09-06T13:10:58.6533333+00:00

Terence, go to https://support.microsoft.com/home/contact .

Answer 2