Cancel subscription

Question

I subscribed Microsoft 365 personal using school email, [PII removed]@jpu.edu

However, my school terminated my email address, and it seems to be preventing me from signing in.

I would like to cancel the subscription, and I will contact my bank to stop the recurring payment, but I would like to request the cancellation from here as well.

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

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Hi Okazaki, Itsuko,

Thank you for explaining the situation.

Since you’re unable to access the account, please contact Microsoft Support for assistance with the subscription and recurring billing. When contacting Support, explain that the Microsoft 365 Personal subscription was purchased using your former school email address and that you can no longer sign in because that address has been deactivated.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.

If you’re able to recover access to the account, you can also manage the subscription through your Microsoft account. If the subscription was purchased through a third party such as Apple, Google Play, Amazon, Best Buy, or another retailer, cancellation would need to be handled through that seller instead.

I hope this helps point you in the right direction and makes it easier to get the subscription and billing status resolved.

Answer 2

I cancelled my Microsoft 365 Personal subscription and did not use the service. However, I still have an outstanding balance of SAR 42.99, which is preventing me from downloading apps. I would like to request a review and cancellation of this charge.

Answer 3

Contact Microsoft Support to cancel the Microsoft 365 Personal subscription because the deactivated school address prevents access to the account that owns it; cancellation cannot be processed through this Q&A forum.^1^

Contact billing support

1. Open Microsoft’s Contact Support route from the subscription refund-policy page.
2. Enter Cancel Microsoft 365 Personal subscription for inaccessible account, then select Get Help.
3. If self-help does not resolve it, select Contact Support and choose:
   • Product: Microsoft 365 and Office
   • Category: Cancel my subscription
   • The available chat or callback option
     Microsoft documents this escalation path for subscription assistance.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")
4. Explain that:
   • This is a paid Microsoft 365 Personal subscription.
   • It was purchased using a school email address.
   • The school has deactivated that address, so the purchasing account is inaccessible.
   • You want the subscription and recurring billing cancelled.

Have these details available for identity and purchase verification:

• The former school email address
• Any alternate email address or phone number attached to the account
• Approximate purchase date and latest charge date
• Payment-card type and last four digits
• Charge amount and billing statement description
• Any Microsoft order or transaction number

Do not post those details publicly here.

If account access can be recovered

Use Microsoft’s sign-in helper. It checks the address and directs you to the appropriate recovery process.^3^

After recovering access:

1. Go to https://account.microsoft.com/services/microsoft365.
2. Sign in with the same personal Microsoft account that purchased the subscription, even if its username resembles a school address.
3. Select Manage beside Microsoft 365 Personal.
4. Select Cancel or Upgrade or Cancel, then complete the confirmation.
5. If the page instead shows Turn on recurring billing, renewal is already disabled and no further automatic charge should occur.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365")

Cancellation does not automatically guarantee a refund; eligibility is shown during the cancellation process.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

If Microsoft did not bill you directly

If the bank statement identifies Apple, Google Play, Amazon, Best Buy, or another retailer as the seller, contact that seller instead. Microsoft cannot cancel recurring billing or issue refunds for subscriptions purchased through a third party.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")

Contacting the bank can prevent another card charge, but still complete the cancellation with Microsoft or the retailer so the subscription’s billing status is formally resolved.

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References

1. subscription cancellation for a deactivated account - Microsoft Q&A
2. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
3. I can't sign in to my Microsoft account | Microsoft Support
4. [Microsoft 365](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])