How do I cancel my 365 subscription when I don’t have access to that email or phone number anymore?

Meri Bachi 25 Reputation points
2025-09-10T15:53:33.3766667+00:00

I have a situation where I had a 365 subscription under an email and phone number, but since I lost access to both I called you guys to switch the email and phone number on my account. Forwarding 6 months later that I had not used it, I went to login to find out the email and phone number was never updated and I had no subscription in the new email.

I’ve been paying for my subscription for over 6 months since I spoke to you and you said you would update and transfer it to the new info.

im unable to login to the account to cancel it because o have no access to the old account info.

I need to cancel this subscription. I have spoken to support multiple times and they can’t access the account due to the 2 factor authentication. It sends a code to that old email or phone number which I don’t have any. I need help cancelling the subscription, because I keep on paying or you keep on charging me for something I don’t have access to. Please help with cancelling my subscription.

Microsoft 365 and Office | Subscription, account, billing | For home | Android
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Answer accepted by question author
John Jefferson Doyon 90,135 Reputation points Independent Advisor
2025-09-10T17:28:39.2833333+00:00

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

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

I understand how frustrating this has been for you. Can I ask if you still have the service number from when you first spoke with support?

You might find it in the alternate email address you mentioned to the agent. If you do, I can guide you on how to reach Microsoft through live chat, which is usually much quicker than calling.

If you no longer have the service number, the fastest way forward (just to set expectations, this won’t refund the unused subscription) is to contact your bank or card provider and request that they stop the recurring charges from Microsoft.

After that, you can set up a new subscription under the account you currently have access to.

Let me know if you have any further questions or concerns.

Click "Add comment" to let me know.

Regards,

John J.D.

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