Problem trying to cancel recurring billing.

The charges are tied to a different Microsoft account (your ex’s email), so cancelling or turning off recurring billing from the current account will not stop them. Removing the card from only the current account also does not affect subscriptions created under another Microsoft account.

Use these steps instead:

1. Confirm which account is being charged
   • On the Manage your payments page you already opened, the charge details show the Microsoft account used for the subscription (your ex’s email) and that it is “not this account.”
   • This means the Microsoft 365 Personal subscription and its recurring billing are owned by that other Microsoft account.
2. Cancel/turn off recurring billing on the correct account
   • The owner of that Microsoft account must sign in at https://account.microsoft.com/services with their Microsoft account.
   • Under Services & subscriptions, locate the Microsoft 365 Personal subscription and select Manage.
   • Select Turn off recurring billing or Cancel subscription and follow the prompts.
   • This stops future renewals; access continues until the expiration date.
   • If the subscription was purchased through a third party (Apple, Google Play, retailer), that provider must be contacted to cancel or change billing.
3. If the owner cannot or will not cancel
   • Because the subscription is not under the signed‑in account, self‑service cancellation is not possible.
   • Use the guidance in How to investigate a billing charge from Microsoft to review the charge and then follow How to get a refund on a Microsoft subscription to request a refund or dispute the charge with Microsoft Billing Support.
   • If still unresolved, contact Microsoft Support directly via the Visit Support link shown in the charge details and work with billing to stop further use of the card on that other account.
4. When cancellation is confirmed
   • Verify in the Manage your payments page that no new Microsoft 365 Personal charges appear after the next billing date.

References:

• Unable to cancel your Microsoft subscription
• Manage your Microsoft 365 subscription purchased through a third party
• Change your Microsoft subscription payment method and options
• Turn recurring billing on or off for a Microsoft subscription
• refund please - Microsoft Q&A investigate only looked at the past 60 days. My charges were on Jan 14 and Jan15
• i have been charged twice - Microsoft Q&A