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backing out of a Premium account charged me for a new family account

Selena Gallagher 0 Reputation points
2026-01-08T23:22:29.99+00:00

When offered to upgrade to the new Premium account for half off the regular price, I was told that I would get the 50% discount and a rebate from my Family subscription. I had paid $99, the renewal fee for the Family account, in December 2025. After upgrading to Premium for $99, I saw that I was not credited with the prorated amount for the Family subscription. Instead of paying, in essence, $198 for the Premium account, I tried to roll back to my Family account. When I tried to do so, I found out that my Family account had been cancelled and I was charged the full price $129 for a new Family account.

In my efforts to try out the Premium account, I lost my Family subscription status, which I paid $99 for in December 2025. Then I had to pay $129 for a new family account when I cancelled the Premium trial. In the end, my effort to try the Premium subscription resulted in a loss for me.

Can MS fix the accounting issue that caused me to have to buy a new subscription for the Family account? I appreciate any information on this issue.

Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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  1. Sumit D - IA 168.8K Reputation points Independent Advisor
    2026-01-09T03:20:51.53+00:00

    Hi Selena,

    I think support might be able to help you out a bit, since this is a user-user support forum.

    Please get in touch with Microsoft Support for further help.

    Please go to https://support.microsoft.com/contactus page

    Type the ""Chat with someone"" option and press Enter.

    Please click on the ""Contact support"" button at the bottom.

    Select the Product and Category for support according to your requirement.

    The available support methods will be shown to you.

    Contact support abc_page-0001

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  2. AI answer

    2026-01-08T23:22:40.9533333+00:00

    It sounds like you encountered a frustrating situation with your subscription changes. Unfortunately, based on the information provided in the context, there is no specific mention of how Microsoft handles issues related to subscription rollbacks or accounting discrepancies for Microsoft 365 accounts. However, it is noted that changing your billing frequency or cancelling subscriptions can lead to charges that may not align with expectations, such as losing benefits from previous subscriptions.

    To resolve your issue, I recommend contacting Microsoft 365 Support directly. They can provide assistance regarding your account status, the charges incurred, and any potential remedies for the situation you described.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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