Multiple subscription issue for a same user. Help

Question

I was not able to open of office apps, so enquired with MS tech team and they suggest me to renew the licence, which I truly did ne it started working. Voila! But after few days when I went and saw my subscription in iCloud, it is showing me two subscriptions. The previous one is still active and then the new one that I purchased. How to get this rectified and get the refund. Moreover if I have an active renewal for lifetime, why did MS is saying that my subscription is expired ? Can someone heP her please ?

Answer 1

Hi Blessing,

Thank you for your detailed reply. I don’t remember the past purchase but the current one I purchased it from Microsoft and it has definitely gone beyond 30 days. Let me reach out to the billing department and get this resolve if I can. I will let the community know accordingly.

Answer 2

Hi Rajesh T,

Thank you for reaching out to us. I am Blessing, an independent advisor here and a Microsoft user like you.

Sorry for this inconvenience. Did you purchase the new subscription for Microsoft or Apple store?

Please understand that in order to get a refund for Microsoft 365 subscription, you will need to successfully cancel your Microsoft 365 subscription.

I pulled this information and steps from the Microsoft article below: https://support.microsoft.com/office/46e2634c-c64b-4c65-94b9-2cc9c960e91b

"There are conditions for refund:

1. When you cancel an annual subscription purchased within the last 30 days.
2. When you cancel a monthly subscription within 30 days of the last renewal.

Kindly follow steps below to cancel Microsoft 365 subscription:

1. Go to services and subscriptions page using this link https://account.microsoft.com/services and if prompted, be sure to sign in with the same Microsoft account that has the Microsoft 365 subscription.
2. Select Cancel subscription.
3. Follow the instructions on the page to proceed with cancellation by turning off recurring billing. "

"Refund is processed automatically after you successfully cancel your subscription and it takes 3 to 5 business days."

If you are not able to cancel your subscription, you need to contact Microsoft billing support to assist you in cancelling the subscription to get a refund using the steps below:

1. Go to http://support.office.com/home/chat
2. Describe your issue (Request a refund for Microsoft 365 subscription) and click 'Get Help'. Then scroll down to select Contact support.
3. Select your product (Microsoft 365 and Office) and category (manage my subscription) > click Confirm.
4. Click ‘Chat with support agent’ > Confirm.
5. Click Start Chat.

If you purchased from a third-party retailer (Apple), you will have to contact them regarding refund. I pulled this information from Microsoft article below: https://support.microsoft.com/office/44749f45-4c0b-5d41-a73f-7634b8d2a763">https://support.microsoft.com/office/44749f45-4c0b-5d41-a73f-7634b8d2a763

"if you purchased a Microsoft 365 subscription from a third-party retailer instead of the Microsoft Store, contact the third-party retailer directly to manage your subscription and billing.

• Microsoft has limited access and visibility over subscriptions purchased through a third-party retailer.
• Microsoft cannot cancel or help turn on or off recurring billing for subscriptions purchased through a third-party retailer.
• All refund requests must go to the third-party retailer from whom you purchased the subscription because Microsoft did not receive that payment. (This also applies to Office Home and Business licenses.)"

Source of information: https://support.microsoft.com/office/44749f45-4c0b-5d41-a73f-7634b8d2a763

Hope this helps!

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