CANCEL A DUPLICATE SUBSCRIPTION

Question

Hi

Despite cancelling a subscription I have continued to be charged. Please can someone contact me to cancel the correct subscription?

Answer 1

Dear @Morris Read,

I hope you’re having a good day.

Thanks for posting about this, I’m sorry you’re still seeing charges after you’ve already canceled a subscription.

From experience, situations like this usually come down to one of a few fairly common billing scenarios. In many cases, there is more than one Microsoft 365 subscription associated with the account, and only one of them was canceled. Another possibility is that the subscription was canceled, but the cancellation only took effect at the end of the current billing period, so a final charge still appears even though the subscription is set to end. It can also happen when the same payment method is linked to more than one Microsoft account or tenant, which makes it look like a single subscription is charging twice.

As moderator on the forum, I don’t have access to billing systems, and I can’t see your subscriptions, cancel them on your behalf, or contact you directly. For security and privacy reasons, all subscription changes and billing corrections have to be handled by Microsoft Billing Support, where they can safely review the account details.

The best next step is to reach out to Billing Support and let them know you believe there is a duplicate or incorrect Microsoft 365 subscription still being billed after cancellation. They can check exactly which subscription is charging, confirm its status, cancel the correct one if needed, and advise whether any refund options apply.

You can raise support ticket from Microsoft 365 Admin Center>Support>Help & Support.  

For reference:  Get support | Microsoft Docs   

I know it’s an extra step, and it’s not always obvious why it’s needed, but the billing team is the only group with the tools required to resolve this properly. Once they look at your account, they should be able to explain clearly what’s being charged and why.

I hope this helps clarify what’s likely going on and points you in the right direction. If you do get an update from Billing Support, feel free to share it here, it can be useful for others who run into the same situation.

Warm regards, 

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Answer 2

Because cancelling or correcting a duplicate Microsoft 365 subscription involves account-specific billing changes, this must be handled directly by Microsoft Support or your billing admin; it cannot be done from this forum.

Use these steps depending on how the subscription was purchased:

1. If the subscription was purchased directly from Microsoft
   1. Go to https://account.microsoft.com/services and sign in with the same account that owns the subscription.
   2. For each Microsoft 365 subscription listed, select Manage.
   3. If the subscription should no longer renew, select Cancel (or Upgrade or Cancel) and follow the on-screen steps. If you see Turn on recurring billing instead of Manage or Cancel, that subscription is already set to expire and will not be charged again.
   4. If there are duplicate or incorrect charges, contact Billing Support so they can review and correct them. Go to Contact Microsoft Support, describe the issue (duplicate subscription/charges after cancellation), then choose Contact Support to chat or request a call.
2. If the subscription was purchased through a third party (Apple, Google Play, retailer)
   • If it was purchased from Google Play or the Apple App Store, cancellation and refunds must be handled by them:
     • For Google Play: see Learn about Google Play refund policies.
     • For Apple App Store: request a refund from Apple support.
   • If it was purchased from another retailer (for example, Amazon, Best Buy, Harvey Norman), contact that retailer’s support to manage the subscription and billing.
3. If the subscription is a business (work or school) subscription
   • An organization’s Microsoft 365 admin must manage and cancel subscriptions via the Microsoft 365 admin center. If not an admin, contact the internal IT/billing admin and ask them to:
     • Review all active Microsoft 365 subscriptions.
     • Identify and cancel the duplicate or incorrect one.
     • Open a billing support ticket from the admin center so Microsoft can review duplicate charges and process any eligible refund.

For refunds and eligibility

• After cancelling the incorrect or duplicate subscription, refund eligibility depends on Microsoft’s subscription refund policy and local regulations. Details and a self-help refund tool are available in How to get a refund on a Microsoft subscription.
• In some countries (Canada, Denmark, Finland, Germany, Israel, Korea, Netherlands, Poland, Portugal, Turkey), cancelling may entitle to a prorated refund depending on subscription length and renewal status.

If duplicate charges continue after cancelling the correct subscription, the next step is to contact Microsoft Billing Support (or the third-party store, if applicable) with:

• The email/account used for each subscription.
• Dates and amounts of the duplicate charges.
• Which subscription should remain active and which should be cancelled.

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References:

• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request refund - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A