I have been charged for two subscription but I am unable to login to one of the accounts as I don't recognise the email address it wants to use to login

Hello Arlena,

I understand your confusion. Each subscription is linked to a specific Microsoft account. The second subscription seems to be tied to an email you don't recognize. This often occurs if the subscription was created using another email or alias.

First, check any alternative emails you might have used, such as work or school accounts. If that doesn't work, contact Microsoft Support directly through account.microsoft.com. Sign in with the account you recognize, then go to Help and Contact Support. They can verify your payment information and cancel the extra subscription.

Do you recall using a different email for the purchase or if someone else might have set it up?

Regards,

Rez

Hi, Arlena Pyle

Welcome to Microsoft Q&A forum.

Sorry for this frustrating experience that you're having. Here's the path you can follow to reach out to Microsoft Support for direct assistance:

• Visit this website: Contact - Microsoft Support 
• Type Contact in the search box. 
• Now click Get help, and Select Contact Support or Sign in to contact support below. 
• Go to the Products and services tab, and choose either Microsoft 365 and Office category. 
• On the Category tab, choose Manage account subscription. 
• Go to Confirm. 
• You can now choose the option of Chat with a support agent on your web browser. 

Important Note*: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you. * 

Thank you for your patience in reading, we hope this information has been helpful to you. 

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