How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help?

Question

How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help?

Steve Striffler 15

hi,

My 86 year old father, who no longer uses a computer, keeps getting charged by Microsoft for an annual subscription for Microsoft 365. He does not have an account, a way to sign in, and his phone number is not attached to the account. All we want to do is cancel the subscription. But there is no way to cancel it online unless you can sign into the account and no way to talk to anyone on the phone unless your account is tied to phone number. HOW DO WE CANCEL THIS SUBSCRIPTION!!

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Answer recommended by moderator

EmilyS726 257.6K Independent Advisor

Hello

If the account is not yours, and you don't have the credential to sign in, I would be completely honest with you, it would be very challenging to cancel it via Microsoft, because Microsoft takes account security very seriously. If it can just go by what you said, our accounts can be easily manipulated by others.

You have two options here:

Follow the legal process to claim ownership of his account. https://support.microsoft.com/en-us/account-billing/accessing-outlook-com-onedrive-and-other-microsoft-services-when-someone-has-died-ebbd2860-917e-4b39-9913-212362da6b2f
Just cancel it from his credit card issuer, or bank. This might be an easier route as you don't have to deal with Microsoft account ownership takeover.

Shaun R 0 Reputation points

2026-03-27T19:09:32.95+00:00

The account was mine. I know the email address that was used as the username. That email address no longer exists so I cannot get a security email code. I answered the security question for the account but it wanted additional info like emails that went out recently, credit card #, etc.

5 additional answers

Shaun R 0 Reputation points

2026-03-27T19:09:32.95+00:00

The account was mine. I know the email address that was used as the username. That email address no longer exists so I cannot get a security email code. I answered the security question for the account but it wanted additional info like emails that went out recently, credit card #, etc.

Answer 1

Steve Striffler 15

We need a real live person to help us. But there is no way to get through if you don't have account info. It's bad enough Microsoft has been charging him for this -- worse that we cannot cancel it!

Suzanne S Barnhill 278.8K Reputation points MVP Volunteer Moderator

2026-01-03T02:52:42.36+00:00

You have been given the information you need; just cancel the charge through the credit card.
Steve Striffler 15 Reputation points

2026-01-03T04:31:07.0966667+00:00

Nope.

Answer 2

Jeff Reed 0

How do I talk to a REAL person?

Stefan Blom 349.1K Reputation points MVP Volunteer Moderator

2026-02-17T21:52:18.13+00:00

@Jeff Reed,

Phone support is (almost) nonexistent for consumer (home use) products nowadays.

You can ask your peers in this forum and someone may be able to help. I would suggest that you start your own thread, using the Ask a question button at the top of the Q&A page.

Answer 3

Steph Crowe 0

We have already cancelled it with the credit card provider and it got re-instated by microsoft. How do we stop this

Stefan Blom 349.1K Reputation points MVP Volunteer Moderator

2026-02-12T11:20:12.1433333+00:00

We have already cancelled it with the credit card provider and it got re-instated by microsoft. How do we stop this

@Steph Crowe,

Getting access to an account may be a convoluted process if you don't have the credentials. See https://support.microsoft.com/en-us/account-billing/accessing-outlook-com-onedrive-and-other-microsoft-services-when-someone-has-died-ebbd2860-917e-4b39-9913-212362da6b2f . The article may or may not apply depending on the specific situation you are dealing with.

In an organization, or business, you can contact business phone support and then ask for assistance from the Data Protection Team.

If you have further questions, you may want to start a thread of your own. Use the Ask a question button at the top of the page.
Steph Crowe 0 Reputation points

2026-02-12T11:50:55.4433333+00:00

I have tried contacting business support, i can't get through as the automated thing says business 365 support is online and i can't get anywhere with the online support.

This is so frustrating.

The credit card should never have re-instated!
Stefan Blom 349.1K Reputation points MVP Volunteer Moderator

2026-02-12T11:58:25.0033333+00:00

I have tried contacting business support, i can't get through as the automated thing says business 365 support is online and i can't get anywhere with the online support.

You should be able to bypass the prompts and get in touch with a real person.

I take it that you do have a business subscription?

For consumer (home use) products, there is unfortunately no phone support (or very limited, if it exists at all). The support chat would be the way to go.
Steph Crowe 0 Reputation points

2026-02-12T12:04:29.5433333+00:00

i can't get passe the prompts it asks me what domain it is set up on, and we have no idea
Stefan Blom 349.1K Reputation points MVP Volunteer Moderator

2026-02-12T12:22:03.07+00:00

Domains would show in your business e-mail addresses, for example, CompanyName.onmicrosoft.com.

I think you need to start a thread of your own so that your question gets more attention in the forum.

Answer 4

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