Keep getting charged for Microsoft 365 subscription and can't access my outlook account to cancel it

Question

Hello, I have a recurring payment coming out of my credit card for Microsoft 365. I have called Microsoft and told them to cancel it and they were unable to verify my email because I cannot log in to the email with the account. Now I cannot even find a help number to call back to tell them it was never canceled. I keep getting a robot and it directs me to online, which does not help me because I can't log in the outlook email and when I go through the process to reset my password, it says that I don't have enough information to verify that I am the owner of the account. When I cancelled my credit card and reported the charge unauthorized, it came up on my new credit card account. How do I cancel the subscription and get into my outlook?

Answer 1

Hello Michelle P,

Welcome to Microsoft Community.

I am a Microsoft user just like you, I hope you are doing well.

Sorry for the inconvenience. However, Microsoft support requires you to verify ownership in order for them to help you cancel the subscription. Also, to cancel from your account, you need to be able to access the account.

If you are unable to provide answers to be verified, the system won't grant you access. You need to understand that you are dealing with an automated system designed to protect your account and its contents.

I will suggest you keep trying with Account Recovery Form as it is the only way you can restore access to your account. Use the information you have and follow the tips provided below.

Note that even if you contact Microsoft support, you will still be redirected to recovery form as they can't do more than you can do for yourself with the account recovery form. They don't have the ability to send you password reset links or provide you with ways to access or change account details.

You can submit Account Recovery Form up to two times per day using a device you have used to access your account before and from a similar location. Do this if you find more information or remember something else about your account that will help.

The recovery form is available at https://account.live.com/acsr

Helpful tips

1. Answer as many questions as possible. If you’re not sure, guessing is ok — wrong answers don’t count against you. When you get to a question that lets you “add more," fill in as much information as you are able.
2. Use the information you created when you created your account or when it was last updated.
3. Submit the information from a computer that you use regularly.
4. You will be asked to list the email addresses you have used recently and the subject lines of emails you have recently received. Ask family, friends, or business contacts for help in verifying their email addresses and for the subject lines of the last three emails they sent you.
5. Make sure you're using the correct domain for your account, such as hotmail.com, live.com or xbox360.com. Remember that your email address may be country specific. For example, if you created your account in Germany, your domain would probably be "hotmail.de" rather than "hotmail.com".

If you are still unsuccessful with the Account Recovery, click link attached: https://support.microsoft.com/help/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

https://support.microsoft.com/article/b19c02d1-a782-dee6-93c3-dc8113b20c42

Please let me know if you need more assistance.

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Warm Regards