Duplicate Payments

Question

I have been using Microsoft office and every couple days it indicates I need to renew my account. But now been charged twice for using Microsoft word. It's under same email, same payment method. Transactions ID 8521853GT00XWBN1G & 8521853GS00XWEW59. Charges on May 16th & 17th for $10.79 each.

Answer 1

Please log in to your Microsoft account and go to Services & Subscriptions. Do you see the double charges there, and do they have the same description and amount?

If it’s a monthly payment, can you also check if a payment was made last month?

If there wasn’t enough money in your account last month, Microsoft will keep trying to take the payment. That’s why the missed payment and the next one might happen close together and look like a double charge.

See 'I've been charged twice': https://support.microsoft.com/account-billing/i-ve-been-charged-twice-1370f860-c080-419a-8e77-a983389743a5

If you're sure you've been double charged, you can cancel the duplicate subscription by going to Manage Subscription to get the refund: https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

If you need further help or would like to have this double-checked, I recommend reaching out to Microsoft Support directly so they can look into it. Processing this requires Personally Identifiable Information (PII), which should not be shared here to protect your privacy and security.

Click this link: https://support.microsoft.com/contactus/

Sign in to your Microsoft account.

Select Microsoft 365 > Click 'Get home support'.

Type "Chat with an agent" from the text field and press Enter.

Click "Contact support" at the bottom.

Select the product you need help with.

Follow the prompts to connect with a live agent or request a call back.

Answer 2

The repeated renewal prompts and the two charges on May 16 and 17 most likely relate to how Microsoft processes subscription payments and retries, rather than two separate active subscriptions under the same account.

Use these steps to confirm what happened and request a fix/refund if needed:

1. Verify whether there are actually duplicate charges
   1. Go to your Microsoft account order history and sign in with the same email used for Word.
   2. Look for charges around May 16–17 for $10.79.
   3. If there is only one Microsoft 365/Word subscription charge in that period, the two bank-card entries may be a late payment and the next on‑time payment appearing close together as Microsoft retried a previously failed or delayed charge. In that case, over the last 90 days you should still see only the expected number of subscription payments in order history.
   4. If there are two separate subscription or product entries for the same amount and same period in your Microsoft order history, that indicates a true duplicate charge.
2. Check for other accounts using the same card
   1. Go to your Microsoft account Payment options page.
   2. Select Investigate next to the card used for these payments.
   3. Follow the investigation flow to see if another Microsoft account (for example, a family member) is using the same card and generating one of the charges.
3. Investigate unrecognized or duplicate charges
   1. Go to the Manage your payments page of your Microsoft account dashboard.
   2. Select Investigate for the payment method that shows the $10.79 charges.
   3. Follow the troubleshooter to identify whether:
      • A Microsoft subscription with recurring billing is generating the charges, or
      • A previously declined charge was successfully processed later, resulting in two close‑together transactions.
4. Fix the recurring renewal prompts in Word/Office
   1. Close all Office apps.
   2. Go to your Subscriptions page and confirm that your Microsoft 365/Office subscription shows as Active.
   3. If it shows Expired or Past due, renew or fix the payment method as prompted.
   4. Go to your Payment options page and ensure the payment method is valid and shows no errors.
   5. Reopen Word and confirm that the “renew” banner no longer appears.
5. If you confirm a duplicate charge
   • If order history shows two separate charges for the same subscription period under the same account, or the investigation still does not explain the second charge, contact Microsoft Billing Support so they can securely review the two transaction IDs and process a refund or credit if appropriate.
   • Use the billing/contact paths described in the referenced articles (for example, selecting Microsoft 365, then a billing/support topic, and starting a chat with a support agent in the browser).

Because the community and documentation cannot access accounts or process refunds, only the Billing Support team can adjust or refund confirmed duplicate charges once you have verified them using the steps above.

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References:

• I've been charged twice
• How to investigate a billing charge from Microsoft
• Office error "Account Notice: We've run into a problem with your Microsoft 365 subscription"
• Problems renewing a Microsoft 365 subscription
• Request a refund - Microsoft Q&A
• refund please - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• SOLVED - Does updating happen automatically with monthly subscription of MICROSOFT FAMILY 365? - SOLVED - Microsoft Q&A